Equipment Quality Assurance Terms

Quality Assurance Period

  • Our company provides a [1]-year quality assurance period from the date of purchase for the sold screen-equipped devices such as FC6820 and face recognition FCV series, a [2]-year quality assurance period from the date of purchase for the sold QR code scanners and QR code access control all-in-one machines, and a 6-month quality assurance period for the sold access control accessories such as switches and electromagnetic locks. The quality assurance period shall be calculated from the date when the equipment is accepted as qualified by the buyer.

Circumstances Covered by Quality Assurance

  • Warranty Scope: Within the warranty period, if the product has the following issues due to manufacturing defects, materials or craftsmanship, which affect use or sales, our company will provide free repair or replacement services:
    • Performance failure
    • Appearance damage
    • Function loss
      For appearance damage, please provide an unboxing video.

Circumstances Not Covered by Quality Assurance

The following situations are not within the warranty scope:

  • Damage caused by external impact or dropping.
  • Damage caused by natural disasters (lightning, fire, earthquake, wind disaster, flood, tsunami, etc.).
  • Damage caused by water immersion (this item is only for waterproof products, except for products with IP65 protection level).
  • The user disassembles or attempts to repair the product without authorization.
  • Damage caused by overvoltage or overcurrent.
  • The serial number label is removed or damaged.
  • The anti-tamper label is removed or damaged.
  • Malfunctions caused by the use of non-Feocey (koodle) authorized consumables or accessories.
  • Malfunctions caused by user operation errors or improper use.
  • Products purchased through unauthorized channels.

Warranty for Discontinued Products

  • The term “parts retention period” refers to the period during which Feocey (koodle) retains parts for repair purposes after the product is shipped. In principle, Feocey (koodle) retains parts for discontinued products for three years from the date of discontinuation. However, if there are no corresponding stock parts or products, Feocey (koodle) may use compatible parts or provide a trade-in service with your consent.

Repair Costs

  • Repairs not covered by the warranty will incur repair costs, which are determined according to the parts prices specified by Feocey (koodle). The repair cost is the sum of the parts cost and the labor cost.
  • The calculation methods for various costs are as follows:
    • Parts cost = the price of the replacement parts used in product repair
    • Labor cost = the net cost of the technical work required for product repair, which varies according to the difficulty of the repair work

After-sales Repair Service Process

  • Contact After-sales: When a user finds a product malfunction, they can contact us through the overseas after-sales customer service, email: support@feocey.com or the official online customer service on other platforms provided on our official website, describe the product malfunction in detail to the customer service staff, and provide information such as the product model and purchase certificate.
  • Fault Judgment: The after-sales customer service staff will initially judge the cause of the fault based on the user’s description. If it can be solved through remote guidance, they will provide a solution for the user; if it needs to be returned for repair, they will inform the user of the specific return address and precautions.
  • Return the Product: The user needs to pack the faulty product as required and send it to the designated repair center. For repairs within the warranty scope, the user shall bear the return shipping cost in advance, and our company will bear the cost of sending the product back to the user, with each party bearing the import and export costs incurred in their respective countries; for repairs not within the warranty scope, the user shall bear the round-trip shipping costs.
  • Repair Processing: After receiving the product, the repair center will complete the inspection and repair within 15 working days, except for special circumstances (such as staff absence and force majeure). After the repair is completed, the user will be notified in time, and the product will be sent back to the address provided by the user.

Disclaimer

  • The company shall be exempted from liability when it is unable to provide services due to natural disasters, equivalent force majeure events or circumstances beyond the company’s control.
  • The company shall not be liable for any matters not caused by the company’s intentional or gross negligence, including service use failures caused by your own faults.
  • The company shall not be liable for any loss of profits you expect to incur from the use of our services, as well as general and special damages directly or indirectly caused, including damages you suffer from data obtained from our services, and any tangible and intangible losses.
  • The company shall not be liable for any damages caused to you/third parties in connection with the use of the service due to the intentional or negligent acts of you/third parties.
  • The company shall also be exempted from liability for any damages caused by inevitable circumstances such as maintenance, replacement and regular inspection of service facilities, and construction.

Dispute Resolution

Any dispute arising from or in connection with these quality assurance terms shall first be resolved through friendly negotiation; if negotiation fails, both parties agree to submit the dispute to a competent court for litigation.

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