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Warranty and Service Policy

1. Warranty Coverage​

We, at AIO Robotics (hereinafter referred to as "the Company"), provide the following warranty services for TeleXperience products under proper use and maintenance (calculated from the original order delivery date):

  • Hardware Warranty:
    • Core Components: Electronic parts such as VR headsets, IMU sensors, TeleSuit/TeleBox controllers, routers, etc., are covered for 12 months.
    • Non-Core Components: Structural parts like motion capture suit fabric, IMU casings, TeleSuit/TeleBox shells, etc., are covered for 6 months.
  • Software Support:
    • Free software updates and technical support (e.g., system upgrades, remote diagnostics) during the warranty period.
    • Post-warranty software support may incur additional charges.

2. Warranty Service Process​

  1. Submit Request: Apply for warranty service via the official website or sales representative.
  2. Issue Diagnosis:
    • Enterprise users: Response within 12 hours.
    • Standard/Professional users: Response within 48 hours.
    • Diagnosis is prioritized remotely; return-to-factory arrangements are made if necessary.
  3. Repair or Replacement: If a quality issue is confirmed, repair or replacement will be provided. Replacements may include new or refurbished items of equivalent performance.
  4. Logistics: During the warranty period, shipping costs for returns and deliveries are covered by the Company. Post-warranty, users bear the costs.

3. Exclusions from Warranty​

The following are not covered under warranty:

  • Products beyond the warranty period.
  • Damage caused by human factors (e.g., misuse, drops, liquid ingress, unauthorized disassembly/modifications).
  • Failure due to non-compliance with usage or maintenance guidelines.
  • Damage caused by natural disasters (e.g., fire, lightning, floods).
  • Products with altered, removed, or unrecognizable serial numbers or labels.
  • Repairs, modifications, or firmware updates by unauthorized service providers.
  • Issues caused by non-original power supplies, cables, or accessories.

4. Special Notes​

  • Warranty services are only applicable in the country or region of original purchase.
  • Repaired or replaced products during the warranty period are covered for the remaining original warranty period or 90 days from the repair/replacement date, whichever is longer.
  • The Company is not liable for data loss or indirect damages caused by product failures.