Service support

1. Scope of warranty policy

This warranty policy applies to lighting and LED display products (hereinafter referred to as "Products") purchased directly from Chongqing KONJUMP Opto Co., LTD. (hereinafter referred to as "KONJUMP") and within the valid warranty period.

2. Warranty period

The warranty period shall be carried out by the warranty period stipulated in the product sales contract. To submit the warranty application, the product warranty card or other valid documents shall be presented.

3. Warranty service

Each product sold by KONJUMP comes with the product installation and use manual. Please strictly follow the installation and use specifications as required by the manual. During the normal use of the product, if there are any problems with the product such as quality, performance and safety, KONJUMP will provide warranty services in accordance with this warranty policy.

3.1 Definition of quality, performance and safety issues

3.11 Quality problems: refers to the quality problems of the product itself due to manufacturing, processing and other reasons.

3.1.2 Performance problem: refers to the failure of the product to work normally during use due to manufacturing, design and other reasons, or failure to meet the performance standards agreed in the sales contract

3.1.3 Safety problems: refers to the safety hazards or threats to personal safety caused by manufacturing, material and other reasons in the use of products.

3.2 Types of warranty services

3.2.1 After-sales Engineer online remote service:

For simple problems such as line connection problems, poor installation contact, software use problems, parameter setting problems, KONJUMP will designate after-sales engineers to give remote technical guidance through online communication tools such as telephone, SMS, software, social software, etc., to help customers solve the problems encountered in the process of product installation and use.

3.2.2 Return repair service:

a) For the problems that cannot be solved by online remote service, after confirmation by both parties, the after-sales engineer will guide the customer into the process of returning to the factory for maintenance.

b) The customer shall deliver the products or parts that need to be returned to the factory for repair to the designated receiving point of KONJUMPby itself, and the customer shall bear the freight, insurance, customs taxes, customs clearance fees and other expenses returned to the factory. After the repair is completed, KONJUMP will send the product or parts back to the customer and only bear the shipping cost.

c) KONJUMP does not accept delivery of goods, does not bear any customs duties and customs clearance costs incurred by sending back the repaired parts to customers, and does not bear any responsibility for any damage and loss caused by packaging and transportation.

3.23 After-sales engineer on-site maintenance service:

a) For difficult quality problems, if it is confirmed by KONJUMP that on-site maintenance is necessary, KONJUMP will send after-sales engineers to the site for product maintenance free of charge.

b) When applying for on-site maintenance services, customers are obliged to provide detailed fault description documents to KONJUMP, including but not limited to photos, videos, fault presentations, fault list and other detailed fault contents, so as to facilitate KONJUMP's preliminary judgment.

c) If after the on-site analysis of the after-sales engineer, and the headquarters of KONJUMP finally determines that the quality problem does not fall within the scope of this warranty policy, the customer shall pay the maintenance fee in full according to the list of follow-up repair quotes provided by the after-sales engineer on the site, and pay the travel expenses of the after-sales engineer in full according to the travel standards formulated by KONJUMP.

d) KONJUMP has the right to dispose of defective parts replaced on site.

3.3 Warranty service process:

3.3.1 Online remote service for after-sales Engineers

Contact KONJUMP through online communication tools such as phone, SMS, email, social software, submit warranty application with warranty card or order number, and specify the contact person and their contact information.

3.3.2 Return repair service:

a) The customer shall fill in the "Return Repair Request Form" accurately and fully to obtain the "Return Materials Review (RMA) Number" and the delivery address specified by KONJUMP.

b) Clearly mark the above "Return Materials Review (RMA) Number" on the products or parts returned to the factory for repair, and ship the products or parts to the delivery address specified by KONJUMP.

c) Products or parts returned to the factory for repair shall be inspected upon arrival at KONJUMP.

d) Once it is determined that the product or part has quality problems and is within the scope of this warranty policy, KONJUMP will replace or repair it as soon as possible.

3.33 After-sales engineer on-site maintenance service:

Contact KONJUMP through online communication tools such as telephone, SMS, email, and social software, and provide detailed fault contents including but not limited to photos, videos, fault briefings, fault lists, as well as on-site contact persons and their contact information.