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  • Warranty Policy
  • Repair Service
  • Privacy Policy
  • After-Sales Service Policies

  • 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.


  • This Privacy Policy describes how your personal information is collected, used, and shared when you visit, download or make a purchase from www.gudsen.com and store.gudsen.com.

    PERSONAL INFORMATION WE COLLECT 
    When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

    We collect Device Information using the following technologies: 
    - “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org. 
    - “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. 
    - “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

    Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number. We refer to this information as “Order Information”.

    When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

    HOW DO WE USE YOUR PERSONAL INFORMATION? 
    We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: 
    - Communicate with you; 
    - Screen our orders for potential risk or fraud; and 
    - When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

    We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

    BEHAVIOURAL ADVERTISING 
    As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

    DO NOT TRACK 
    Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

    YOUR RIGHTS 
    If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

    Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

    DATA RETENTION 
    When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

    CHANGES 
    We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

    CONTACT US 
    For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@gudsen.com or by mail using the details provided below:

    Gudsen MOZA 
    6/F, 10th Building, Jiuxiang Ling Industrial Park, Ave Xili, Nanshan District, ShenZhen, 518055 Guangdong, China


  • 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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