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Warranty and Service Policy

1. Warranty Coverage​

IO Intelligence (hereinafter referred to as "the Company") promises that all TeleXperience series products can enjoy the following warranty services under standard use and reasonable maintenance conditions (calculated from the delivery date of the original order):

  • Hardware Warranty:
    • Core Components: Electronic components, including VR headsets, IMU sensors, TeleSuit/TeleBox main control boards, routers, etc., have a warranty period of 12 months.
    • Non-core Components: Such as motion capture suit fabric parts, IMU housings, TeleSuit/TeleBox housings and other structural components, have a warranty period of 6 months.
  • Software Support:
    • During the warranty period, free software updates and technical support (including system upgrades, remote diagnostics, etc.) are provided.
    • Outside the warranty period, software support services may require corresponding fees.

2. Warranty Service Process​

  1. Submit Application: Submit warranty service application through official website or contact sales representative.
  2. Problem Diagnosis:
    • Enterprise Edition Users: Technical support will respond within 12 hours.
    • Standard/Professional Edition Users: Response time is within 48 hours.
    • All diagnostics will prioritize remote methods, and device return may be arranged when necessary.
  3. Repair or Replacement: If product quality issues are confirmed, repair or replacement services will be provided. Replacement products or components may be new products or refurbished products with equivalent performance.
  4. Logistics Arrangement: During the warranty period, shipping costs for product return and shipment are borne by the Company; outside the warranty period, related costs are borne by the user.

3. Non-warranty Coverage​

The following situations are not covered by warranty:

  • Products beyond the warranty period.
  • Damage caused by human factors (such as misuse, dropping, liquid ingress, unauthorized disassembly or modification).
  • Device failure caused by not using or maintaining according to requirements in Standard Usage Instructions.
  • Damage caused by natural disasters (such as fire, lightning, flood, etc.).
  • Product serial numbers or labels are altered, torn, or unrecognizable:
  • Disassembled, modified, or flashed by unauthorized repair institutions.
  • Problems caused by using non-original power supplies, cables, or other accessories.

4. Special Notes​

  • Warranty services only apply to the country or region where the original purchase was made.
  • For products repaired or replaced during the warranty period, the warranty period is the remaining warranty period of the original product or 90 days from the date of repair/replacement, whichever is longer.
  • The Company does not assume responsibility for data loss or other indirect losses caused by product failures.