Customer Services Flow
1. Customer is responsible for shipping and customs costs when sending product(s) for return, repair, or diagnose.
2. More detailed information Please check on the QYSEA After Sales Policy
1 ESSENTIAL INFORMATION
l The warranty period for Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase. Please refer to https://www.qysea.com/support for the warranty period for your product and products in your country.
You are responsible for shipping costs when sending product(s) for return, repair, or diagnose.
QYSEA will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, QYSEA will bear the cost for repair and return the product(s) at our cost to you.
If QYSEA determines that the issue in question is not covered by this QYSEA AfterSales Policy, you will have to apply for Customer Paid Repair Service. QYSEA will not start repair until you agree to the cost for repair quoted by QYSEA. If you disagree with the cost for repair, QYSEA will return the product(s) with you burdening the cost of return shipping.
Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued.
Please be aware that where a product is capable of retaining user-generated data, such data may be lost during the repair process. We therefore recommend that you back up your data prior to any repair.
Customers can obtain warranty service only at a designated QYSEA repair center in the region where he/she purchased the product. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge.
l Please note: QYSEA products are covered under warranty only if they are purchased from QYSEA authorized dealers or QYSEA directly.
If a customer in Region A wants to send in their products to a designated QYSEA repair center in the Region B without informing QYSEA, the customs duty, customs clearance, and other costs incurred will be covered by the customer.
Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, paintings, etc.). QYSEA will not be responsible for any damage or loss that may occur to these customized decorations and items.
To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within seven (7) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.
2.What to do Before Obtaining After-sales Service
Before obtaining after-sales service, the following steps must be taken:L Follow the procedures specified by QYSEA as shown in the “QYSEA General Customer Services Procedure” part.
Backup all data contained on your product’s SD card.
Except for dive logs, remove all data, including confidential information, proprietary information and personal information, from the product. Or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. QYSEA shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service.
Provide QYSEA with all system passwords, if necessary.
Provide QYSEA with sufficient and safe access to your product, so QYSEA can provide service as needed.
Remove all additional parts, alterations, and attachments not covered under warranty.
Ensure that the product or part is free of any legal restrictions that prevent its replacement.
If you are not the owner of a product or part, obtain authorization from the owner for QYSEA to provide warranty service.
3.Product and Part Replacement
When after-sales service involves the replacement of a product or part, the replaced product or part becomes QYSEA’s property and the replacement product or part becomes your property. Only unaltered QYSEA products and parts are eligible for replacement.
Replacement products or parts provided by QYSEA may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement product or part shall be covered for the time remaining in the original product’s warranty.
4.Use of Personal Contact Information and Data
1/F, Phase 2, Galaxy Incubator No.1 YaNan Road
Bantian Street Longgang District, Shenzhen, Guangdong, China