www.gudsen.com
Soporte técnico
  • Política de garantía
  • Servicio de reparación
  • Política de servicio posventa

  • Warranty policy

     

    Gudsen warranty covers all defects in materials and workmanship for all products sold by Gudsen.com. Only original, unaltered, and unmodified materials and workmanship are covered by this policy. This warranty does not cover damage caused by improper deployment, misuse, accidents, neglect, or the natural breakdown of materials over time. Products should be returned to us for evaluation. Items with defects in materials and workmanship will be repaired,exchanged or refunded.For more information about repair, exchange and Returns, please visit our website after service policy .

     

    Warranty Period

    At gudsen, we offer lifetime warranty and limited warranty for different products varying on the materials, workmanship, usage rate, and the availability of the spare parts for each product.Details as below:

     

    Product Main Components Warranty Period
    MOZA Air/AirCross Air/AirCross Gimbal 12 Months
    Handle Bars/Side handles/Handle Clamp 12 Months
    Wireless Thumb Controller 12 Months
    Gimbal Motors 3 Months
    Moza Custom Battery 3 Months
    Moza Custom Battery Charger 3 Months
    Accessories Cables/Lens Support 1 Month
    MOZA Mini-MI MOZA Mini-MI Gimbal 12 Months
    Battery 3 Months
    Tripod 1 Month
    Charging Cable No Warranty
    MOZA Lite2/2P Lite2/2P Gimbal 12 Months
    Lite2/2P Carry Case 12 Months
    Wireless Thumb Controller 12 Months
    Moza Custom Battery  6 Months
    Moza Custom Battery Charger 6 Months
    Retailed accessories Retailed accessories 1 Month


    Consumers are responsible for shipping cost when sending their product(s) back if the permission is granted by the Gudsen, 

    Technical Support will examine and identify the problem and responsibility; Gudsen will cover all the test cost, material cost, labor cost, and delivery fee when sending the repaired product back to customers if it is a quality problem.


    If the product is deemed not to be covered by this warranty, we will contact customer to accept the repair cost, or on its option, have the product returned back to the customer;


    Consumers can contact support@gudsen.com for more details of maintenance process;

     

    How to Get Warranty Services?

    Once you have made a decision to return items, please contact the email: info@gudsen.com to get a Return Merchandise Authorization (RMA) number. Once we have received your returns with all required documents, you will receive replacements that are in stock within 1-3 business days or get refunded within 7 business days.

     

    For more information about Exchange and Returns, please visit our website after-service policy.

  • Repair Service


    Gudsen will attempt to resolve your problem by telephone, e-mail or online chat. Gudsen may direct you to download and install particular software updates.
    If your problem still remain after the application of software updates, you may be required to deliver the product to our warehouse for further examination. Gudsen will arrange for repair or replacement service at no cost if the problem falls under this Limited Warranty. What free repair not covered during the warranty period,please visit our website after service policy.



    Repair Process


    1. My MOZA product is not working – What should I do? 

    please contact us via info@gudsen.com to notify us of the issue and include any screenshots where possible. 



    2. My MOZA product needs to be repaired – what are the next steps? 

    Please email info@gudsen.com to get a Return Merchandise Authorization (RMA) number and the MOZA after-service repair form.


    3. Please print and complete the standard MOZA after-service repair form to return with your product.

    This form is involves all of the information required to investigate the issue with your product, to repair it if required, If you are unable to print the form, please confirm the same information in a letter which you should send with your product.


    4. Ensure that you include all necessary information with the product being returned

    If you are claiming a warranty repair, it is necessary to also include a dated proof of purchase for your product. Gudsen Service Centers cannot provide warranty repairs without receipt of any applicable supporting documentation.


    5. Ensure that the product is securely packaged for transit

    By sending an item to a Gudsen Service Centre, you are not entering into an agreement with Gudsen, therefore Gudsen will accept no liability for any loss or damage that occurs during transit. We recommend that your product is safely and securely packaged. Depending on the value of the product, you may also wish to consider insuring the shipment. 


    6. Once I have sent my product in for repair, what happens next?

    Your product will be registered onto our repair system and an acknowledgement email will be sent to you to confirm receipt.

    If you are claiming a warranty repair for your product, an initial investigation of the product and supporting documentation will take place in order to confirm that the warranty applies. Gudsen will cover all the test cost, material cost, labor cost, and delivery fee when sending the repaired product back to customers .


    If for any reason it is determined that a warranty repair is not applicable, we will contact customer to accept the repair cost, or on its option, have the product returned back to the customer;

    Consumers can contact support@gudsen.com for more details of repair process;


    7. Once the repair process is finished,what happens next?

    We will send the product to the place where you offered on the MOZA after-service repair form. Please kindly note that the free shipping(warranty repair) is only for the same country with the order address. If the country address not the same, the extra fee will belongs to customer.



  • Part I General terms

    The limited warranty policy described below applies to all products purchased directly from Gudsen or authorized vendors. In order to check the warranty period please keep your original proof like receipt, invoice or sales order. If the order proof is missing or unable to provide, please contact Gudsen support for the backup solution, you may need to pay extra money to get the after-sales service. You can send the inquiry to support@gudsen.com to learn more about it.


    Part II refund policies

    What is covered when request a refund

    a. Manufacturing defects within 7 calendar days (the actual date may vary according to local laws and regulations) of the day of receiving the product.

    b. The actual products are not matched with the original description within 7 calendar days (the actual date may vary according to local laws and regulations) of the purchasing date.

    c. Product has been damaged in the transit, which was found in the presence of the couriers or immediately unpacked and reported when received the product;

    The request of a refund will be reject if

    a. The damage sustained in transit of the product is not immediately reported when received the product;

    b. The request of refund is made beyond 7 calendar days (the actual date may vary according to local laws and regulations) of day of receiving the product.;

    c. The product has been unauthorized modification or disassembling.

    d. Original accessories attachments, specification, and packaging box are incomplete, missing, or appearance scratch or other visible damage caused by human cause.

    e. Legal proof of purchase like receipt or sales order are unable to provide, or have been forged or tampered;

    f. Crash or burn caused by non-manufacturing defects, or any damage caused by unauthorized modification, or entry of foreign matters (liquid, dust, sand, etc.);

    g. Labels, Serial Numbers, waterproof tag, false proof mark, etc. were tampered or altered;

    h. Failure and damaged caused by force majeure, including fire, flood, earthquake, lighting strikes and etc.

    i. A product has not been sent out in (7) calendar days after warranty service confirmation from Gudsen.


    *Note: The refund is equal and will not exceed the value of the return product.


    Part III replacement policies

    What is covered when request a replacement

    a. Manufacturing defects within 15 calendar days (the actual date may vary according to local laws and regulations) of the day of receiving the product.

    b. The actual products are not matched with the original description within 15 calendar days (the actual date may vary according to local laws and regulations) of the purchasing date

    c. Product has been damaged in the transit, which was found in the presence of the couriers or immediately unpacked and reported when received the product;


    The request of a replacement will be reject if

    a. The damage sustained in transit of the product is not immediately reported when received the product;

    b. The request of refund is made beyond 15 calendar days (the actual date may vary according to local laws and

    regulations) of the day receiving the product.;

    c. Original accessories attachments, specification, and packaging box are incomplete, missing, or appearance damage caused by human cause.

    d. Legal proof of purchase like receipt or sales order are unable to provide, or have been forged or tampered;

    e. No quality issues in itself were found after the examination from Gudsen Technical Support;

    f. Crash or burn caused by non-manufacturing defects, or any damage caused by unauthorized modification, or entry of foreign matters (liquid, dust, sand, etc.);

    g. Labels, Serial Numbers, waterproof tag, false proof mark, etc. were tampered or altered;

    h. Failure and damaged caused by force majeure, including fire, flood, earthquake, lighting strikes and etc.

    i. A product has not been sent out in (7) calendar days after warranty service confirmation from Gudsen.


    Part IV warranty service policies

    What is covered when request a warranty service

    a.     The quality issue is caused by the manufacturing defects or loss in normal usage or followed the official instructions during warranty period.

    b.     Product has been damaged in the transit, which was found in the presence of the couriers or immediately unpacked and reported when received the product;


    The request of a warranty service will be reject if

    a.     The product is no longer under warranty period.

    b.     The product which did not operate or installation at environmental, mechanical or electrical requirements;

    c.      Any malfunction results from unauthorized modification, disassembly, or shell opening not in accordance with the official instructions or manuals.

    d.     Any malfunction results from improper installation, incorrect use or operation not in accordance with the official instructions or manuals.;

    e.     Any malfunction results from unauthorized circuit modification and mismatch or misuse of the battery or ger.;

    f.       Any malfunction reliability or compatibility issues when using unauthorized third-party parts;

    g.     Labels, Serial Numbers, waterproof tag, false proof mark, etc. were tampered or altered;

    h.     Failure and damaged caused by force majeure, including fire, flood, earthquake, lighting strikes and etc;

    i.       A product has not been sent out in (7) calendar days after warranty service confirmation from Gudsen.


     

    Part V Procedure of warranty

    a.     Consumers can contact support@gudsen.com for the warranty service.

    b.     Consumers are responsible for shipping cost when sending their product(s) back if the permission is granted by the Gudsen, Technical Support will examine and identify the problem and responsibility; Gudsen will cover all the test cost, material cost, labor cost, and delivery fee when sending the repaired product back to customers if it is a quality problem.

    c.      If the product is deemed not to be covered by this warranty, we will contact customer to accept the repair cost, or on its option, have the product returned back to the customer;

    d.     Consumers can contact support@gudsen.com for more details of maintenance process;


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