Service and Support

I. Scope of Application

1. This after-sales policy applies only to Noetix Robotics robot products purchased by you from official authorized channels for personal use and not for resale.
2. These terms apply only to mainland China (excluding Hong Kong, Macao and Taiwan); after-sales service policies for other countries or regions will be formulated according to local laws and regulations. Noetix Robotics reserves the right to revise this policy as needed based on legal regulations, product updates and service optimizations. The revised policy will be published on official platforms and take effect.
3. If you have any questions before seeking after-sales service, please feel free to contact us.
    

II. Warranty Policy

(1) Warranty Period

1. The warranty period for all products of Noetix Robotics begins from the date you successfully receive the goods.
2. Different product series may have different standard warranty durations; the specific warranty period shall be subject to the descriptions on the product purchase page, the product manual or relevant contractual agreements.

(2) Definition of Warranty Scope

1. Free Warranty: During the warranty period, if the product experiences performance failures or damage due to its own quality issues, Noetix Robotics will provide you with free repair services, including but not limited to fault diagnosis, replacement of parts and necessary labor services.
2. Non-Free Warranty: The following situations are not covered by the free warranty:
   Human Damage: Damage to the product caused by improper use, operational errors, unauthorized modifications, disassembly, installation or self-repair by the user. For example, operating the product contrary to the instructions in the product manual, using the product under harsh conditions such as strong magnetic fields, strong interference, rainy weather or low battery or scratching the product's screen or casing with sharp objects.
   Force Majeure: Damage to the product caused by force majeure factors such as natural disasters (earthquakes, floods, typhoons, etc.), wars, fires, lightning strikes, etc.
   Impact of Third-Party Products: Faults or damage to the product caused by the use of non-original Noetix Robotics parts, unverified external devices or third-party products.
   Product Identity Issues: Products that are not original Noetix Robotics products or products for which a legitimate and valid proof of purchase cannot be provided.
   Other specific situations: The warranty seal or mark on the product is maliciously altered or damaged, affecting the warranty judgment; using the product for experiments or operations beyond its intended design, resulting in damage to the product structure or function; continuing to use the product after it shows obvious abnormal warning signals (such as unusual noise, odor, etc.), leading to further malfunctions.

(3) Maintenance Service Details

1. Maintenance channels: Noetix Robotics does not currently entrust or authorize any third party to maintain or repair the product. For after-sales needs, please contact us directly through official customer service channels. We will provide you with detailed maintenance guidance and support.
2. Device access: To more accurately diagnose and resolve product issues during after-sales service, Noetix Robotics reserves the right to access your device after obtaining your consent. If you have made secondary developments to the product, please ensure to back up important data before applying for after-sales warranty to ensure data security; Noetix Robotics is not responsible for data loss.
3. Component replacement: When the warranty service involves replacing product components, the replaced components belong to Noetix Robotics. The replacement components may not be brand new, but we guarantee that they are in good working condition and perform equally to the replaced components. These replacement components will have the same warranty service as the remaining warranty period of the original product.
    

III. Return and Exchange Policy

(1) Whole machine return and exchange
Noetix Robotics offers a return and exchange service for whole machines of robots within seven days of inspection for quality issues.
(2) Return and exchange for non-whole machine products

1. Return: Within 7 calendar days from the date you receive the non-whole machine product, if the product shows no human damage, the packaging is intact and the manual, accessories, etc., are complete, you can apply for a return to Noetix Robotics. The return request must be submitted through the officially designated channel and can only proceed after being approved by Noetix Robotics.
2. Exchange: If the non-complete machine product you purchased from Noetix Robotics has performance faults due to manufacturing, damage during transportation or other discrepancies from the original product description, you may apply for an exchange within 15 natural working days. The exchange request must also be submitted through the officially designated channels and will be evaluated and reviewed by Noetix Robotics.

(3) Return and Exchange Restrictions

In the following situations, Noetix Robotics has the right to refuse your return and exchange request:

1. The return or exchange request is initiated beyond the stipulated time frame.
2. The product has been damaged by human factors, is incomplete in packaging or the manual or other accessories are missing or damaged.
3. There is damage to the product due to human disassembly, modification, improper operation according to the instructions or other incorrect usage.
4. The product is not an original product of Noetix Robotics or a valid purchase receipt cannot be provided.
5. The product is damaged due to force majeure factors.
6. The product malfunctions or is damaged due to third-party products.
7. After contacting Noetix Robotics to confirm the return and exchange service, the corresponding product was not sent out within the specified time.
8. When the after-sales policy is adjusted and your return and exchange request does not comply with the new policy requirements.
    

IV. Additional Services

1. Paid Repair Service: If the product is beyond the warranty period or the cause of the failure is not covered under the free warranty, you may choose the paid repair service. Noetix Robotics will provide you with a detailed repair cost estimate based on the product's failure condition, the materials required for the repair and labor costs. Once you confirm the estimate, we will proceed with the repair. After the repair is completed, Noetix Robotics will offer a warranty for the repaired parts for a certain period, which will vary depending on the repair project.
2. Extended Warranty Service: Noetix Robotics offers an extended warranty service option for certain products. You can choose to purchase the extended warranty service either at the time of product purchase or within the original warranty period, based on your needs, to extend the warranty period and gain longer-term after-sales protection. The specific terms and costs of the extended warranty service will be clearly outlined to you at the time of purchase.
3. Technical Consultation Service: Noetix Robotics provides technical consultation services regardless of whether the product is under warranty. If you encounter any technical issues or require operational guidance during product use, please feel free to contact our official customer service team and we will be happy to assist you.
    

V. Liability Limitations

1.  Responsibility for Product Loss or Damage:
   Noetix Robotics is only liable for loss or damage to the product in the following situations: while the product is in the actual possession of Noetix Robotics, including when it has been received by Noetix Robotics for repair or during the transportation arranged by Noetix Robotics. Otherwise, Noetix Robotics is not liable for the loss or damage that occurs during your custody of the product, except as otherwise provided by laws and regulations.
2. Data Security Responsibility:
   To the maximum extent permitted by law, Noetix Robotics is not liable for the loss or leakage of data contained in the product (such as confidential information, proprietary information or personal information) caused by fundamental security flaws in non-Noetix Robotics products/services (e.g., failure to follow the guidance in this agreement or product documentation for data maintenance, software updates or services authorized by you). You must regularly back up important data on your own. We will remind you to back up your data before performing after-sales operations that may affect data (such as repairs or software updates), but the final responsibility for data backup lies with you.
3. Other Liability Limitations
   ① Based on any legal theory, including but not limited to contract, guarantee, negligence, strict liability, etc., Noetix Robotics shall not be liable for the following situations:
   • Liability arising from claims for damages made by third parties against you.
   • Any losses resulting from the loss, damage or leakage of your data.
   • Any special, incidental, indirect or consequential damages, including but not limited to loss of profits, loss of business revenue, damage to goodwill and loss of expected savings. Noetix Robotics shall not be liable even if it had prior knowledge of the possibility of such damages occurring.
   ②Regardless of the cause of the damages, Noetix Robotics and its affiliated companies, suppliers and distributors shall only be liable for your actual direct losses and the total compensation amount shall not exceed the price you paid for the product.
4. Exceptions to Liability Limitations:
   The above liability limitations do not apply to Noetix Robotics's liability for personal injury (including death) compensation that it is legally obligated to bear, as well as liability for direct physical damage caused to real and tangible personal property. Noetix Robotics shall not be liable for personal injury or property damage caused by your own operation of the robot, except where otherwise provided by law. Some countries or regions do not allow the exclusion or limitation of incidental or consequential damages, in which case the aforementioned exclusions or limitations may not apply to you.