After-Sales Service Policies
Remark: Abbreviation for Chasing-Innovation is CI as below.
These CI After-Sale Policies only apply to CI products you purchased from CI/ CI authorized dealers for your own use and not for resale. To protect your legal rights, please ensure the store you purchased from is equipped with CI authorized certificate. Any purchase from un-authorized retailer may result in failure to warranty.
Note: These Policies are available in other languages at https://www.chasing.com/privacy-policy.html. In the event of a conflict between different translations of these terms, the English version shall prevail.
Part I – General Terms
NOTE: To guarantee your legal rights, please check whether your product is intact (in case of damage during transportation) when signing for it. If the product has a defect, please file a claim with the carrier and 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.
1. What is Covered
The warranty period for a product starts from the day once your product has been received, or otherwise be specified by CI. The warranty period and types of after-sales service that apply to your product are as specified in “Part II - Types of After-Sales Service” below.
2. How to Obtain After-Sales Service
If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting CI.
support01@chasing-innovation.com(Europe)
support02@chasing-innovation.com(Asia and Oceania)
support03@chasing-innovation.com(America and Africa)
(How to contact CI: https://www.chasing.com/contact-us.html)
Additional charges may apply outside CI’s normal service areas. Please contact CI for information specific to your location.
3. What to do Before Obtaining After-sales Service
Before obtaining after-sales service, the following steps must be taken:
√ Backup all data contained on your product’s SD card.
√ 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. CI 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.
4. What Will CI Do
Please contact CI and specify your problem. CI will attempt to diagnose and resolve your problem by telephone, e-mail or online chat. CI may guide you to download and install particular software updates.
If your problem cannot be resolved over the telephone or through the application of software updates, you may be required to send the product to CI for further examination. CI will arrange for service under the type of warranty service designated for the product under “Part II - Types of After-Sales Service” below if the problem with your product is covered by these After-Sales Policies. Otherwise, you may have to apply for customer-paid repair service.
5. Product and Part Replacement
When after-sales service involves the replacement of a product or part, the replaced product or part becomes CI’s property and the replacement product or part becomes your property.
Note: Only unaltered CI products and parts are eligible for replacement.
Replacement products/parts provided by CI may not be new but will be in good working order and at least functionally equivalent to the original product/part. The replaced part/product enjoys the same warranty during the remaining warranty period of the original part/product. Some replaced parts/products may come with a new S/N.
6. What This After-Sales Policy Does NOT Cover
This policy does not cover the following:
× Damage caused by a non-authorized service provider.
× Damage or loss caused by subjective use or/and uncontrollable external factors including collision, tsunami, biological swallowed or cable fault, etc.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
× Damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
× Damage or loss caused by a forced use when components have aged or been damaged.
× Damage or loss caused by operating the unit with a low-charged or defective battery.
× Damage or loss caused by incorrect use out of maximum safe range and depth.
× Products or parts with an altered identification label or from which the identification label has been removed.
× Products not purchased through CI official website or CI designated dealer.
7. Limitation of Liability
CI is NOT responsible for loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product.
Under no circumstances, and notwithstanding the failure of essential purpose of any remedy set forth herein, shall CI, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability: 1) third party claims against you for damages; 2) loss, damage or disclosure of your data; 3) special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of CI, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.
The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which CI is liable under law.
As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.
Part II – Types of AFTER-SALES Service
CI guarantees that, subject to the following conditions,
a) Return & Refund Service
b) Replacement Service
c) Warranty Repair Service
Please contact CI or your authorized CI dealer for more details.
1. Return & Refund Service
You can request Return & Refund Service:
√Within seven (7) calendar days of receiving a product if the product has a manufacturing defect, including all original attachments, manuals and other accessories in package, and is still in new or like-new condition.
√Apply for refund can only be applicable to return service from the original purchase channels.
√Orders placed on Chasing official website can be cancelled before shipping, upon customers’request.
*Any loss(such as loss caused by changing exchange rate, etc.) incurred in such cases is covered by customers.
Return & Refund Service will not be provided where:
× It is requested beyond seven (7) calendar days of receiving a product. The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase.
× A product sent to CI for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents, scratches or tears.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
× A product is not sent to CI within seven (7) calendar days after Return & Refund Service confirmation is sent from CI.
× return service applied from not the originally purchased channels.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.
NOTE: To guarantee your legal rights, please check whether your product is intact (in case of damage during transportation) when signing for it. If the product has a defect, please file a claim with the carrier and get their damage proof and provide it to us within seven (7) days of signing for the package; or it will be deemed that the product you signed for is intact and fully functional.
Using this term means the customer agrees that damage was caused in transit and not CI’s fault. CI will use this term and file a claim with the carrier, if necessary.
2. Replacement Service
You can request Replacement Service:
√ Within fifteen (15) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.
√ Within fifteen (15) calendar days of receiving the product if the product suffers performance failure.
Replacement Service will not be provided where:
× Service is requested more than fifteen (15) calendars days after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to CI for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by CI.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
× Received product has not been sent back to CI seven (7) calendar days after replacement confirmation from CI. CI will acquiescence to the right of the customer to give up the exchange of goods.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.
3. Warranty Repair Service
*Warranty period may vary according to local laws and regulations.
Main parts of CI products have various warranty periods. A list of types of main parts and their respective warranty periods can be found at Warranty Policy.
NOTE: Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, paintings, etc.). CI will not be responsible for any damage or loss that may occur to these customized decorations and items.
You can request Warranty Repair Service where:
√ The product must not have been subjected to abnormal or unauthorized used, as intended by the manufacturer during the warranty period.
√ No unauthorized disassembling, modification or installation has been performed on the product or a component.
√ You provide a valid proof-of-purchase, receipt or order number (for CI Direct Sales).
Warranty Repair Service will not be provided where:
× Damage caused by a non-authorized service provider.
× Damage or loss caused by incorrect use or/and uncontrollable external factors including collision, tsunami, biological swallowed or cable fault.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
× Damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
× Damage or loss caused by a forced use when components have aged or been damaged.
× Damage or loss caused by operating the unit with a low-charged or defective battery.
× Damage or loss caused by using out of maximum safe range and depth.
× Products or parts with an altered identification label or from which the identification label has been removed.
× A product has not been sent back to CI seven (7) calendar days after warranty service confirmation from CI. CI will acquiescence to the right of the customer to give up the exchange of goods.
× Other circumstances stated in this policy.
4. Other Essential Information
√ The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase. Please refer to Warranty Policy for the warranty period for your product/part and products/parts in your country.
√ Customers are responsible for shipping costs when sending product(s) for return, repair or replacement. CI will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, CI will bear the cost for refund, replacement, or repair and shipping cost of return to customers. Otherwise if product issue is not covered in warranty or not within the warranty period, customers will bear the cost for detection, replacement, repair and shipping cost of return to customers.
√ If CI determines that the issue in question is not covered by this CI After-Sales Policy, you will have to apply for Customer Paid Repair Service. CI will not start repair until you agree to the cost for repair quoted by CI. If you disagree with the cost for repair, CI will return the product(s) with you burdening the cost of return shipping and any other fees incurred(such as inspection fee, etc.).
√Product/part that cannot be repaired might be replaced with a refurbished product/part. CI guarantees that such replacement is in good working condition. If no refurbished product/part available, CI will provide new product/part as replacement. A replaced product or part may come with a new S/N.
√ Please be aware that user-generated data may be lost during the repair process of the product. We therefore recommend that you back up your data before returning your product.
√ Customers can obtain warranty service only at a designated CI repair center in the region where the product was purchased. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge. For example, if a customer in Region A wants to send in their products to a designated CI repair center in the Region B without CI’s permission, the customs duty, customs clearance, and other costs incurred will be covered by the customer.