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  • 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's 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 Cross 2

    AirCross 2 gimbal

    12 months

    Moza custom battery

    3 months

    Moza custom battery charger (optional)

    3 months

    Accessories cables

    1 month

    iFocus(option)

    12 months

    MOZA Slypod/Slypod E

    MOZA Slypod

    12 months

    Battery

    3 months

    Accessories Cable

    1 month

    MOZA Mini-S

    MOZA Mini-S Gimbal

    12 months

    Battery

    3 months

    Accessories Cables

    1 month

    MOZA Air 2

    Air2 gimbal

    12 months

    Gimbal battery cover

    3 months

    Moza custom battery

    3 months

    Moza custom battery charger

    3 months

    Accessories cables

    1 month

    iFocus(option)

    12 months

    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

    1 month

    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 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?

    For products under warranty service, once you have made a decision to return items, please email:  info@gudsen.com  to get a Return Merchandise Authorization (RMA) number. Once we have received your return with all required documents, you will receive a refund 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's after-service policy.


    *We only provide refund service for order from Gudsen MOZA Official Store  https://store.gudsen.com/ . For orders from third-party website or store, we do not support refund service and we suggest you to contact your original seller.










  • 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 remains after the application of software updates, you may be required to ship the product to our warehouse for further examination. Gudsen will arrange for repair or replacement service at no cost if the problem falls under the Limited Warranty. For further information regarding repairs not covered during the warranty period ,please visit our website’s 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 and to repair it if necessary, 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 into 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  optionally, 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 address provided 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 is not the same, an additional fee will be applied and is responsible by the 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 tampered with or there is evidence of an unauthorized modification or disassembling.

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

    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:

    1. The refund is equal and will not exceed the value of the return product.

    2. Refund service only provided for order from Gudsen MOZA Official Store https://store.gudsen.com/., We do not support refund service for orders from third-party websites or stores and suggest you to contact your original seller. 



    Part III replacement policies

    What is covered when you 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 transit, which was found in the presence of the couriers or immediately unpacked and reported when receiving the product;


    The request of a replacement will be rejected if

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

    b. The request for a 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 accessory attachments, specification, and packaging box are incomplete, missing, or cosmetic damage caused by human negligence.

    d. Legal proof of purchase like receipt or sales order are unable to be provided, 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 covered under warranty period.

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

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

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

    e.     Any malfunction resulted 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 optionally, 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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