Warranty Terms

EngineAI After-Sales & Maintenance Policy V2.0

For all brand-new EngineAI robotics products purchased through legitimate and authorized channels, should equipment failure occur during the warranty period under normal operation in compliance with EngineAI’s official user manual or official operating guidelines, and such failure falls within the scope specified in the Product Performance Fault Schedule, EngineAI or its authorized service providers will deliver after-sales repair services accordingly.

Ⅰ.Warranty Certification

Any one of the following documents shall be deemed valid proof of warranty;

Where warranty periods overlap, the longest valid warranty term shall prevail.

1.Commercial Invoice: A sales invoice or receipt issued by EngineAI or its authorized distributors;

2.Warranty Card: A product warranty card affixed with the official seal of EngineAI or its authorized distributors, which shall be null and void if altered;

3.Activation Date: If a valid invoice or warranty card cannot be provided, the product activation date shall be taken as the start date of the warranty period;

4.Receipt Date: The day following the product delivery receipt date shall be taken as the start date of the warranty period.

Ⅱ.Service Coverage

All brand-new equipment legally purchased from EngineAI or EngineAI’s authorized channels are entitled to the services below.

1.Chinese Mainland

1)Remote Support Service

Should customers encounter technical issues or usage inquiries during equipment operation, they may contact EngineAI’s after-sales team at any time. We provide 7*12-hour remote support services (via telephone or WeCom) to deliver rapid response and assist customers in resolving issues in a timely manner.

2)Factory Return Repair Service

Should a fault be unable to be resolved via remote services, EngineAI will provide factory return repair services, whereby the equipment or spare parts will be returned to the factory for software and hardware upgrades or repairs. Services are free of charge within the warranty period, and will be implemented in accordance with official charging standards outside the warranty period.

2.Overseas Regions (including Hong Kong, Macao and Taiwan)

1)Remote Technical Support Service

We provide remote technical support (including telephone and email) to answer usage inquiries and assist with fault troubleshooting.

2)Spare Parts Support Service

For spare parts confirmed to require replacement, we will provide free spare parts delivery service within the warranty period (subject to warranty terms and conditions), while paid replacement services are available outside the warranty period.

3)On-site Service Provided Based on Actual After-sales Assessment Results

Due to geographical limitations, fault resolution for overseas regions will be prioritized via remote technical support and spare parts replacement. Services including mail-in repair, on-site maintenance, or support from local after-sales service centers will be provided based on the actual results of the after-sales assessment.

Ⅲ.Product Warranty Provisions

1.Warranty Duration of Product Components

2.Product Performance Malfunction

Equipment failure occurring under normal operation in compliance with EngineAI’s official user manual or official operating guidelines, which falls within the scope of the Product Performance Fault Schedule, will be eligible for free after-sales repair services provided by EngineAI or its authorized service providers.

3.Warranty Exclusions

Please note that the following circumstances (including but not limited to) are explicitly excluded from EngineAI’s warranty coverage:

1)Product identification information (such as barcode, model number) has been altered, torn off or damaged.

2)Damage caused by intentional or negligent human conduct, including but not limited to use under abnormal environmental conditions, or damage resulting from use not in accordance with the instruction manual.

3)Damage caused by abnormal voltage (such as overvoltage, unexpected power outage).

4)Damage caused by disassembly, repair or modification of the equipment by any person or service institution other than EngineAI or its authorized parties.

5)Damage caused by force majeure (such as fire, flood, earthquake, lightning strike, war, etc.).

6)No warranty service is provided for accessories and consumables.

7)Physical damage or alteration to the equipment’s exterior surface.

8)Equipment with hardware or software modified without EngineAI’s written authorization.

9)Equipment whose service life has exceeded EngineAI’s warranty period.

10)Equipment authorized solely for trial, testing, training or demonstration purposes.

4.Paid Repair Service

For products falling outside the warranty scope specified above, EngineAI may provide paid repair services. All fees will be collected by EngineAI, and the specific charges shall be subject to the official service quotation issued by EngineAI.

For customers in the Chinese mainland and overseas regions, should customers require EngineAI to provide additional on-site support services, EngineAI may dispatch service engineers to the customer’s site to provide support on a paid basis.

Ⅳ.Trade Compliance and End-Use Commitment

The Customer confirms and warrants that the Products purchased shall be used solely for civil and commercial purposes only. The Customer undertakes to strictly comply with the export control laws and regulations, economic sanctions laws, and relevant administrative orders that are currently in effect or as may be amended, including but not limited to, China, the United States, the European Union, the United Nations, and other relevant countries and regions (collectively referred to as the Trade Compliance Laws). The Customer acknowledges that the Products, technologies, software, and services purchased (collectively referred to as the Controlled Items) may be subject to specific restrictions under the jurisdictions mentioned above.

If the Customer resells, donates, or otherwise transfers the Controlled Items to any third party, the Customer shall be obligated to conduct due diligence on the recipient to ensure that the recipient does not violate any of the foregoing provisions. The Customer shall require its downstream recipients to execute a compliance commitment letter with equivalent legal effect and similar content as this clause. Upon the Seller’s request, the Customer shall provide EngineAI with the end-user certificate and relevant logistics tracking documents within three (3) working days to verify that the final destination of the Products complies with OFAC and/or other relevant international sanctions requirements.

Ⅴ.Contacts

1.Overseas Regions (including Hong Kong, Macao and Taiwan):

Email：support@engineai.com.cn