SUPPORT

After-sales Service Commitment Letter

In order to guarantee the legitimate rights and interests of customers and enable users to better use and maintain the products, IRay (Hereinafter referred to our company) will make a standard warranty service commitment for the products under warranty (subject to the warranty period agreed in the specific purchase and sales contract). For IRay products, we will provide the following Quality Assurance Services (Hereinafter referred to QAS).

1.Warranty Scope

  • Due to material, process or manufacturing problems, product performance failure affects normal use which happens under regular use and maintenance conditions. During the warranty period, our company provides warranty services such as repair, replacement or return. “Regular use and maintenance conditions” means that the product’s installation, use, maintenance, storage, transportation, etc. meet the requirements of the instructions for use, and are used for reasonable intended purpose. “Affect normal use” means that the product cannot achieve the functions described in its standard performance parameters.
  • Except for pre-declaration or law or agreement, no additional fees will be charged for service within the warranty scope.

2.Warranty Period

  1. From the purchase date (subject to the date on the original purchase voucher, the same below), Our products enjoy free QAS within the warranty period and scope in accordance with the terms of the signed contract. If the law or the contract provides otherwise, it shall be executed according to the same. Oncethe warranty expired, we would provide paid maintenance services.
  2. Products or components that have been repaired or replaced in warranty will continue to enjoy the QAS during the remaining guarantee period, and the remaining warranty period of less than three months will be calculated as three months. If the law or contract provides otherwise, it shall be executed in accordance with the

For details of the standard limited warranty period (from the purchase date) provided by IRay for the respective product, please refer to the following:

Products

Standard Limited Warranty Period for Products

Standard Limited Warranty Period for Components

Terminal thermal machine

24 months

3 months

Thermal module

12 months

3 months

Thermal detector

12 months

/

Remarks:

  1. The date of purchase is subject to the date on the original purchase voucher.
  2. Borrow machinedo not enjoy the related warranty policy of IRay.

3.Warranty Service

3.1 Repair

Under warranty, product failures would be resolved by maintenance. We will try to diagnose and solve product failures through the Internet, telephone or other remote assistance methods when feasible. If the problem cannot be solved by the above methods, the equipment can be sent to IRay After-sales Service Center, our company will repair or replace the parts damaged due to product quality for free. For the cases beyond warranty period, our company will charge the cost of replacing or repairing components, whether it is caused by human factors or natural damage.

The standard maintenance period refers to the completion of the repair within 7 working days from the time of the faulty machine received by us to the accomplishment of repairing and sending out. The specific time depends on the inventory and supply status of the components involved. If the time exceeds the standard maintenance period, we will communicate with the customer separately.

3.2 Replacement

Within 30 days from the original purchase date, if there is any performance failure of the purchased product, after we confirms the failure is caused by the product itself, customer can choose to exchange it or free repair it. If customer choose to exchange the product, please send the faulty machine and its original accessories and original copy of the purchase voucher together to IRay. Our after sales will replace it with products or accessories of the same model and specifications for free; if the products or accessories of the same model and specifications have been discontinued, it would be replaced with products or accessories that performance is not lower than the original one.

3.3 Return

Within 7 days from the original purchase date, if there is any performance failure of the purchased product, after we confirms that the failure is caused by the product itself, customer can choose to return, exchange or repair for free. If customer choose to return, please send the faulty product and its original accessories and the original copy of the purchase voucher together to IRay. We will handle the return for the customer for free under the premise that the product is complete and there is no fault caused by the user. In the meanwhile, we will one-time refund the payment at the purchase price (subject to the price on the original purchase voucher, the same below). It should get our approval before returning any products. For products returned without consent, we may refuse to provide repair or replacement, and return the product to the customer with freight due.

Special note: According to the specific purchase and sale contract, products sold at special prices do not enjoy the return and exchange service; Borrow machine and demo machine do not enjoy the relevant replacement and return policies of IRay.

4.How to obtain warranty service?

Within warranty period, if there is any problem during use of the product, please access to the service through the following methods:

4.1 Quick solution/Support service

For any cases that need technical support services, please send relevant product information by email to our after-sales mailbox infiray.cs@iraytek.com, we will provide product use consultation and troubleshooting guidance services within 24 hours (working days) from receiving the email. The content of the email should include, but is not limited to, failure machine information (product model, serial number) and description of the problem, etc. A complete description of the information, and photos or videos of the problem will help to understand and solve the problem quickly.

4.2 Repair service

Customer can log in IRay’s official website http://www.iraytek.com or call the after-sales customer service hotline +86-535-3978370 to obtain the latest service center contact information. The failure machine can be sent to IRay After-sales Service Center (as below) to obtain local repair service.

Contact: IRay After-sales

Mobile: +86-19963128312

ADD: No. 11, Guiyang Street, Development Zone of Economic and Technological, Yantai City 264006, Shandong Province, P. R. China

4.3 Repair process

When there is a product failure, please first contact the supplier or our technical support engineer by phone, email, etc. Our professional personnel will find out the product information and failure performance, and make a preliminary judgment; if the hardware failure is confirmed, please download the after-sales service application form at the after-sales service interface of IRay official website and fill in. The failure machine along with the paper version of the after-sales service form should be sent to the designated address for repair. It would be diagnosed whether it is free repair or paid repair according to the information on the warranty card and fault situation. In the case of paid repairs, after the repair charge standard determined, our after-sales service engineer will communicate with the customer. The repair would be carried out product after reaching an agreement with the customer.

5.Scope of non-warranty

IRay products in the following situations are not covered by the free warranty scope, but users can choose to repair with non-warranty.

  1. Beyond the stipulated warranty period.
  2. Failure or damage caused by misuse, accident, modification, improper physical or operating environment, and by force majeure natural, such as disasters and wars etc., and by power surge, improper maintenance or storage.
  3. Failure or damage caused by third-party products, software, services or actions.
  4. Normal discoloration, abrasion and consumption during the product use.
  5. The product can run normally without interruption or error.
  6. Data loss or damage caused by the customer’s private operation or modification of the software.
  7. Consumable parts and packaging materials, such as batteries or protective films and other parts that are worn out over time, unless it is a failure due to defects in materials or process.
  8. Unable to present the product’s valid warranty certificate and valid original purchase invoice or receipt, the original serial number or label of the product has been altered, replaced, torn, unrecognized, the product has no serial number or the product model or serial number on the warranty certificate inconsistent with the actual product.
  9. The product not used in accordance with the accompanying instructions and operation manual, or not used for the intended function or environment, or any other violations of the operation manual after verified by our
  10. The completeness and appearance of the product are out of the warranty scope. When the product is accepted, it should be inspected on the spot and any discrepancy should be raised at the time.
  11. Product failures confirmed to be caused by unauthorized disassembly, maintenance and installation by unauthorized maintenance organizations and their personnel.
  12. Unauthorized source of supply.

6.Precautions before service

When it is applicable, customers should pay attention to the following matters before applying for services:

  1. Follow the specified service application procedures.
  2. Back up all the software and data in the product in advance to avoid loss. Wewill not be responsible for any loss caused by data loss during use or maintenance.
  3. Please provide necessary support and cooperation so that we can provide services, including providing fault descriptions and necessary sites, etc.
  4. Delete all legally protected commercial and personal information from the product. If such information cannot be deleted, it is necessary to notify the service provider when applying for warranty.
  5. Under normal cases, please do not attach peripheral hardware, cables and other items to the repaired product. If you have special need, please contact usin advance and attach the relevant list when sending it for repair to avoid unnecessary losses.
  6. All returned products must be packaged appropriately to prevent shipping damage and provide proper electrostatic discharge (ESD) protection. Please choose the shipping method and carrier carefully, and it is recommended to purchase transportation insurance. Wewill not be responsible for any loss caused during transportation.
  7. Except for pre-declaration or law or agreement, for products or components covered by the warranty, after the return/exchange approved by our company, thesender shall bear the freight and outbound fees, the receiver shall bear inbound fees. And for the cases of non-warranty, customer should pay back and forth freight and customs fees (all fees should be paid in advance). The specific costs are divided as follows:

Scope of warranty

Cost division and bearer

Return to us

Return to customer

Customs declaration fees

Freight cost

Customs clearance fees

Customs declaration fees

Freight cost

Customs clearance fees

By shipping agent

Customer

Customer

IRay

IRay

IRay

Customer

By international express

/

Customer

IRay

/

IRay

Customer

 

 

 

 

 

 

 

Scope of non-warranty

Cost division and bearer

Return to us

Return to customer

Customs declaration fees

Freight cost

Customs clearance fees

Customs declaration fees

Freight cost

Customs clearance fees

By shipping agent

Customer

Customer

Customer

Customer

Customer

Customer

By international express

/

Customer

Customer

/

Customer

Customer

 

7.Limitation of Liability

If IRay breaches the agreement or needs to bear other responsibilities, our compensation liability is limited to actual direct losses, and it does not assume any responsibility for the following items:

  1. The amount that exceeds the actual price paid for the product purchase.
  2. Any costs and expenses related to obtaining alternative goods, technologies, services or rights.
  3. Data corruption or loss.
  4. Loss caused by interruption or delay in use.

The above limitation of liability only applies to the extent permitted by law, and does not apply to those liabilities that cannot be excluded or limited by contract or other means in accordance with the law. IRay may choose to amend the policy in parts or its entirety at any time without notice.

8.Other matters needing attention and special reminders

  1. The hotline numbers published in this document may be changed according to changes in the telecommunication network or other objective factors. Please refer to the latest consultation telephone number published on ourofficial website.
  2. Wedo not provide free warranty services for some non-embedded operating system products that are damaged by virus infection during use.
  3. The above-mentioned warranty commitment made by usis only applicable to the components and accessories that are standard configuration of our products when they leave the factory. When user purchases the products, all non-IRay parts or accessories installed by the supplier or seller will be handled by the supplier or seller. We will not be responsible for all additional commitments made by supplier or seller to users; Please ask the supplier or seller for written certification of this product when purchasing to ensure that the supplier fulfills its additional commitments.
  4. IRay will provide the specified warranty service within the scope of this standard service commitment. If there are other service requirements beyond the commitment, please choose paid services from IRay After-sales Service C
  5. Purchase invoices and warranty certificates are important vouchers for after-sales service, please keep them properly. When seeking for warranty service at IRay After-sales Service Center, please present the relevant certificates.

Within the free warranty period, after IRay After-sales Service Center replace the whole machine or faulty parts for the user, the original machine or faulty parts will be taken back and owned by IRay After-sales Service Center. 

9.General Terms

  1. This document is formulated and interpreted in accordance with the laws of the People’s Republic of China. In this document, the law refers to the legal normative documents currently in force in the country. The warranty is equivalent to the guarantee or quality assurance. The statutory warranty refers to the national regulations applicable to the product. The mentioned time limits are interpreted in accordance with the relevant time limits of the law. If any clause of this document is ruled to be partially or completely invalid by a competent legal authority, it will not affect the validity of other parts, and the other contents of this document will still have full validity within the scope of not being ruled invalid.
  2. If local law of the jurisdiction where the sale of product took place is inconsistent with a provision herein, and such local law does not permit waiver by contractual agreement, then such local laws shall apply only to the extent of the inconsistency. Any exceptions to this commitment requested by customers must be approved in writing by IRay.

Yantai IRay Technology Co., Ltd.

June 11,2021

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