售後政策
Refund and Replacement Policy
This policy is provided by Guilin Zhishen Information Technology Co., Ltd. (hereinafter referred to as "Zhishen"). Zhishen guarantees that subject to the following conditions, a refund and replacement can be requested within 15 calendar days of receipt of shipment. Please contact Zhishen or the authorized distributor of ZHIYUN from whom you purchased your product for more details. To request a refund or to replace a product please contact our After-sales team.
1. You can request Return and Refund Service:
a. If the delivery was received within 7 calendar days, the product has no manufacturing defect with the product packaging, accessories, giveaway gifts and manuals remain the same without any artificial damages that affect a second sale.
b. Within 7 calendar days of receipt of delivery, if the product has a manufacturing defect before being put to use.
c. Manufacturing-related quality issues still exist after a replacement.
2. Return and Refund Service will not be provided where:
a. The refund was requested beyond 7 calendar days of receipt.
b. Legal proof-of-purchase or receipts are not provided or are reasonably believed to have been forged or tampered with.
c. The returned goods are incomplete, the outer packaging, accessories, gifts, manuals are incomplete, or the appearance of the product is artificially damaged;
Tearing up or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.;
d. The occurrence of product collisions and burns that are not caused by the quality of the product itself, as well as quality problems caused by unauthorized modification, foreign matter (water, oil, sand, etc.), incorrect installation, improper operation and usage that is not in accordance with the manual.
e. Product damage caused by an event of force majeure including fire, flood, lightning strike and traffic accident.
f. Product has not been sent back within 7 calendar days after the refund or after replacement confirmation from ZHIYUN.
3. You can request to Replacement Service:
a. Within 15 calendar days of receipt of delivery, if the product has a manufacturing defect before being put to use.
b. Within 15 calendar days of receipt of delivery, the product cannot be powered on normally in accordance with the manual or under the guidance of the technicians after unpacking, or non-artificial quality defects are found;
c. Non-artificial quality defects still exist after a replacement.
d. Damages in transit were found when received the delivery and inspected in front of the deliveryman after unpacking.
e. If the product purchased does not match the original description of the product in one or more significant respects.
4. Replacement Service will not be provided where:
a. The replacement was requested beyond 15 calendar days of receipt.
b. Legal proof-of-purchase or receipts are not provided, or are reasonably believed to have been forged or tampered with.
c. The returned goods are incomplete, the outer packaging, accessories, gifts, manuals are incomplete, or the appearance of the product is artificially damaged; d. Product is found to have no manufacturing defects after appropriate tests are conducted by Zhiyun Technical Support.
e. The occurrence of product collisions and burns that are not caused by the quality of the product itself, as well as quality problems caused by unauthorized modification, foreign matter (water, oil, sand, etc.), incorrect installation, improper operation and usage that is not in accordance with the manual.
f. Tearing up or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.;
g. Product damage caused by an event of force majeure including fire, flood, lightning strike and traffic accident.
h. Product has not been sent back within 15 calendar days after the refund or after replacement confirmation from ZHIYUN.
i. Request for replacement due to damages in transit but fail to provide the proof of damage issued by the transportation company.
5. Notes on refunds
a. Local credit card/debit card and PayPal refunds can take up to 10 business days to process after the product is received.
b. International credit card, Visa or MasterCard, refunds can take up to 14 business days to process.
c. Please contact ZHIYUN's technical support team for the replacement and refund.
Warranty Repair Service
This service is provided by Guilin Zhishen Information Technology Co., Ltd. (hereinafter referred to as "Zhishen") and is carried out according to the following rules.
Free Repair Service Policies
ZHIYUN guarantees that subject to the following conditions, you can enjoy free Warranty Repair Service during the effective product warranty period (please refer to list of warranty periods, as different parts have different warranty periods). Customers do not need to pay inspection, labor, materials, tax, repair and delivery fees of ZHIYUN when receiving the product. (customer should bear one-way freight cost). Customer needs to pay repair fees for parts that have their insurance expired. Warranty periods may vary in different regions according to the local law.
Zhishen will make appropriate adjustments in accordance with local laws and regulations.
1. You can request Warranty Repair Service where:
a. The product must not have been subjected to abnormal or unauthorized use, as intended by the manufacturer during the warranty period.
b. No unauthorized disassembling, modification, installation or other artificial damages have been performed on the product or a component.
c. You provide a valid proof-of-purchase , invoice receipt or order number (for ZHIYUN Direct Sales).
2. Warranty Repair Service will not be provided where:
a. The occurrence of product collisions and burns that are not caused by the quality of the product itself, as well as quality problems caused by unauthorized modification, foreign matter (water, oil, sand, etc.)
b. Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
c. Damage caused by improper installation and incorrect use or operation not in accordance with the official instructions or manuals.
d. Damage caused by unauthorized circuit modification and mismatch or misuse of the battery or charger.
e. Damage caused by a non-authorized service provider.
f. Tampering or unauthorized alteration to product labels, serial numbers, waterproof marks, etc.
3. Warranty Instruction
a. Customer needs to send back the product with quality problems, and ZHIYUN Warranty Repair Center will test it to figure out who should bear the responsibility for the problems. If the product has an inherent quality defect, ZHIYUN will bear inspection, labor, materials, tax, repair and delivery fees.
b. If the product mismatches Warranty Service conditions, customer can choose Paid Repair Service or getting back the product.
c. If the product comes with problems that are out of warranty scope(eg. artificial damage), ZHIYUN will charge fees caused by inspection, labor, materials, tax, repair and delivery.
d. Due to the non-uniform product version, International Warranty Service is not provided, but you can choose Warranty Service in designated regional service center.
Paid Repair Service:
ZHIYUN provides our customers with an optional Paid Repair Service: for products that do not meet the conditions of our Warranty Service or which are not covered by the Consumer Guarantees.
For the paid repair services we offer, you will be charged for inspection, labor, materials, tax, repair and delivery.
*For cases more than 15 days since the customer sends back the product (during this period neither the maintenance plan is confirmed, nor the customer waives the paid service), ZHIYUN will contact the customer and return the product, and the customer has to bear the shipping costs.
If the customer is out of reach, ZHIYUN will return the product to the mailing address, and the customer has to bear the shipping cost.
If there is any dispute over the above clauses, Zhishen reserves the right of final interpretation.
This after-sales service policy is only applicable to mainland China, other countries and regions are subject to local after-sales service policies and legal norms.