2024 Unique After-Sales Service Management Regulations
1. General Provisions
To strengthen the after-sales service management of the company’s products and improve the quality of after-sales service provided by agents to customers, these service regulations are hereby established.
2. After-Sales Service Terms
2.1 Warranty Policy:
2.1.1The company implements a unified policy for after-sales service of its products. For products sold, any quality issues arising from functional or structural defects will be addressed in accordance with the product specifications and national standards.
2.1.2 The company’s handling methods for defective product after-sales service:
2.1.2.1 Exchange for Defective Products
A) All defective products will be exchanged based on the latest quotation prices. Discontinued models will be exchanged at the last available price or equivalently converted into currently sold products for exchange.
B) For promotional models, the corresponding discount must be deducted before calculation.
C) For TWS earbuds, power banks, and similar products, if the company’s full inspection confirms that the functionality is good but the appearance is damaged due to post-use human factors, no after-sales service will be provided. Products with good functionality and appearance may be repackaged and returned with the shipment.
D) If an agent mixes non-defective products with defective ones for after-sales service due to poor sales, the company will directly return the non-defective products to the agent. Any packaging damage caused will be borne by the agent, as some products no longer have packaging.
E) In special cases, an application form must be submitted explaining the handling solution. Without special approval, normal procedures will apply.
2.1.3 Return and Exchange Standards during New Product Promotion Period and First Shipment for New Customers
2.1.3.1 During the new product promotion period or within the first three months of a customer’s first purchase of a product, equal-value returns or exchanges may be allowed for poorly selling models. No returns or exchanges will be accepted after the second shipment.
2.1.3.2 Within the first three months of a new customer’s initial cooperation, equal-value returns or exchanges may be allowed for poorly selling models. No returns or exchanges will be accepted after the second shipment.
2.2 After-Sales Warranty Time Frame
1. For products shipped normally by the factory and not yet discontinued, the warranty period is calculated from the customer’s last shipment month and extends for 15 months.
2. For discontinued products, the warranty period is calculated from the customer’s last shipment month and extends for 15 months.
3. If a customer terminates cooperation, the warranty period is calculated from the customer’s last shipment month and extends for 15 months.
2.3 Scope of Product After-Sales Warranty:
2.3.1 Mobile Charging Products
1. Chargers:
A. Chargers: Issues such as failure to charge, no current/voltage output, excessive heat during use, arcing, or frequency hopping.
B. Car Chargers: Issues such as non-functional indicator lights, no output during charging, or lack of elasticity in contact points.
2. Cables:
A. Functional Defects: Issues such as failure to charge, one-way charging, poor contact during charging, burnt components, or abnormal data transmission.
B. Appearance Defects: Exposed cable connectors, cracks in the casing, insufficient glue causing looseness or detachment, non-elastic or deformed terminal hooks, oxidized terminal pins, or terminals prone to swinging or breaking during normal use.
3. Power Banks:
Functional Defects: Issues such as failure to charge, one-way charging, poor contact during charging, burnt components, swelling, leakage, abnormal display, or abnormal charging input/output.
2.3.2 Mobile Audio Products
A. Functional Defects: Issues such as no sound, one-sided sound, sound imbalance, static noise, abnormal sounds, current noise, or malfunctioning control buttons due to speaker problems.
B. Appearance Defects: Issues such as deformed plugs, insufficient glue on aluminum casings causing looseness, or ear shells that easily loosen or detach during normal use.
C. Abnormal Connections: Issues such as TWS earbuds failing to connect properly, one earbud not working or disconnecting, failure to charge, abnormal charging display, current noise, or malfunctioning control buttons.
2.4 Items Not Covered Under Free Warranty:
1. Exceeding the warranty period.
2. Damage caused by improper human handling or storage.
3. Damage caused by any force majeure external factors, such as earthquakes, typhoons, fires, or other natural or accidental events.
4. Obvious signs of aging or dirt are not covered under warranty.
2.5 Warranty Process:
1) Repair Time:
Agents must consolidate defective products for return each month and fill out a "Return for Repair List." The defective products will then be sent back to the factory. The factory will process the returned products within 15 working days of receipt. If the warranty expires due to the agent’s failure to return the products on time, the agent will bear the responsibility.
2) Quantity Confirmation:
Upon receiving returned products, the company’s business team will fill in the "Return for Repair Application Form" with the customer’s returned quantity. The warehouse will then count the products. If the actual received quantity does not match the customer’s returned quantity, the warehouse must immediately notify the business team, which will inform the regional manager. The regional manager will then communicate with the customer. The customer must confirm and raise any objections within 3 days; otherwise, the company will default to the warehouse’s actual received quantity.
3) Return Shipping Fees:
3.1 During the warranty period, the company will bear the shipping fees for returning defective products sent by agents. However, agents are requested to control return costs and follow cost-effective principles. Agents must first advance the payment and then inform Unique Company’s business team for reconciliation and reimbursement.
4. Other Terms
4.1 Discontinued or special-price products will not be accepted for returns, exchanges, or after-sales service unless there is a quality issue. If a product is not listed in the quotation, it is considered discontinued.
4.2 These regulations take effect on January 1, 2024, and the final interpretation rights belong to Guangdong Unique Technology Co., Ltd.
January 1, 2024