After-sales policy

Artillery attaches great importance to customer satisfaction and strives to provide customers with excellent service. We understand the importance of customer service in building and maintaining good customer relationships. Artillery's team is committed to assisting and supporting you with any questions and needs.

If you need technical support, you can contact our after-sales team in the following 3 ways, we will be happy to help you.

• Registration service work order: https://evnovo.zohodesk.com/portal/en/newticket
• Through the after-sales technical support email: support@artillery3d.com
• Via facebook contact: https://www.facebook.com/artillery3d

• Part 1: Refund Policy
• Part 2: Maintenance policy
• Part 3: Non-Warranty Policy

Part 1: Refund Policy

If you need to return or exchange goods, please contact our after-sales team to help determine whether the standard of return or exchange is met. If the standard is met, we will contact you with the return process and return address. Please do not return the product without our confirmation. Please note that we do not accept pick-up or collect shipments. Our team will guide you through the return process and provide you with further instructions.

1, 14 days no reason to return and 30 days after sale guarantee

• If the product has no quality problems and is in brand new condition, you can apply for a return within 14 days of receiving the product
• If the product has quality problems, you can apply for a replacement within 30 days after receiving the product
• After the above time frame, the cost of return will be borne by the Buyer

Note:

• Regarding the 14-day return and 30-day exchange policy, the customer will be responsible for the return shipping costs for returns and exchanges caused by customer issues (dislike, unwanted).
• All refunds will be processed within 7 working days after the warehouse confirms receipt of the return. After we issue a refund, it may take 7-15 days for it to be reflected in your original payment method.

2, Return and exchange goods

• Within 7 days of receiving the product, if you find that the product has been seriously damaged during transportation, please contact our after-sales support team as soon as possible, and provide: pictures and videos of the damaged packaging and the condition of the outer packaging box and the product
• If a product does not conform in one or more material respects to the original description of the product, a return may be requested within 15 days of receipt of the product.
• In the event of a performance failure of the product, a return or exchange can be requested within 30 days of receipt of the product

The return and exchange request will be processed after the warehouse has confirmed receipt of the returned item.

No replacement service will be provided if:

• Service requests more than 30 days after receipt of the product.
• Failure to provide legitimate purchase documents, receipts or invoices, or have reason to believe that such documents, receipts or invoices have been forged or altered.
• Products sent for replacement do not include all original accessories, packaging, or if they contain items that have been damaged due to user error.
• After all the appropriate tests were carried out by Artillery, the product was found to be free of defects.
• Any failure or damage to the product is caused by unauthorized use or modification, including exposure to moisture, entry of foreign objects (water, oil, sand, etc.). , or improperly installed or operated.
• Other circumstances specified in this policy.

The freight shall be borne by the Buyer if:

• Customer problems (dislike, don't want)
• Return for any reason other than a proven defect
• Unexpected returns from buyers
• Return products that are not requested for service
• Return products that claim to be defective but were found to be in working order after Artillery quality tests
• Return defective items in international transport
• Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Part 2: Maintenance policy

This warranty policy applies to products purchased through Artillery or Artillery authorized distributors and is valid for the duration of the warranty period. Artillery Guarantee Your purchase of Artillery products within the warranty period of normal use will not appear material or quality problems

Warranties may vary for different products and components. The whole machine is guaranteed for one year (excluding freebies and second phones).

For warranties for major machine parts, please refer to the warranty form below or contact our after-sales service team to obtain and verify the specific warranties for your purchased products or parts. Unless you have signed a special agreement with Artillery, the warranty period of the product starts from the date of delivery of the product.

Warranty schedule

Conditions for applying for after-sales service:

1, the customer must provide correct and detailed proof of purchase:

• Order number purchased at Artillery or Artillery authorized dealer
• Purchase invoice
• A dated sales receipt from an authorized distributor showing product details and pri

2, It may be necessary to provide the serial number of the requested service product and visible evidence describing the problem

3,Products may need to be returned for testing

How do I get warranty service

If the product does not function properly during the warranty period, you can get after-sales service in the following ways:

• Visit the Technical Support center on the Artillery website to see how to deal with common problems
• Fill after-sales work form at https://evnovo.zohodesk.com/portal/en/newticket
• Through after-sales technical support email: support@artillery3d.com
• Via facebook contact: https://www.facebook.com/artillery3d

How does Artillery provide technical support

Artillery will diagnose and resolve your problem via email. The after-sales service team may provide you with guidance on downloading and installing specific software updates. If your problem cannot be resolved by email or software and is covered by warranty, Artillery will arrange for you to have the necessary parts replaced free of charge.

For warranty claims related to quality issues, Artillery will endeavour to meet your requirements. If the aftermarket engineer determines that the product is not usable, Artillery will provide a replacement or refund. All replacement parts are guaranteed for the same period as the original defective product

* Note: Processing warranty claims may require various types of proof of purchase (e.g., payment receipts and confirmation of original shipping address).

Part 3: Non-warranty terms

The following conditions are not covered by the warranty:

• Out of warranty.
• Freebie.
• Used products.
• Failure to provide legitimate purchase documents, receipts or invoices, or have reason to believe that such documents, receipts or invoices have been forged or altered.
• Any failure or damage to the product is caused by unauthorized use or modification of the product, including but not limited to: moisture, entry of foreign objects (water, oil, sand, etc.). , or improperly installed or operated.
• Product label, serial number, etc. Shows signs of tampering or alteration.
• Failure or damage caused by force majeure events (such as fire, earthquake, flood, etc.).
• Other circumstances not specified in this policy.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.