Warranty

Dear Sir or Madam:
We appreciate you selecting products from Shenzhen Ten Rings Optics Co., Ltd. Please carefully study the following warranty concerns to safeguard your legal rights and interests and to have a better understanding of how to use the products and the warranty policy:

1. INTRODUCTION
1.1 Note: This warranty policy is only applicable to products under the Ten Rings brand series (hereinafter referred to as “Ten Rings products”) that are supplied by Shenzhen Ten Rings Optics Co., Ltd. (hereinafter referred to as “Ten Rings”) and supplied to end users (hereinafter referred to as “users”) by Ten Rings or Ten Rings authorized dealers. Ten Rings provides this warranty voluntarily. As an additional benefit, it complements and does not replace, modify or limit the rights that consumers may have under the laws and regulations governing the sale of goods where the customer is located, as well as any rights that may be available to the original seller of the product. Users have the option to directly assert their rights under the Ten Rings Warranty Policy (specific applicability depends on actual circumstances) or seek a return or exchange from the product seller by local consumer protection laws if users find defects in the product or discover that it does not conform to the terms of the sales contract.

1.2 Modifications: This policy may be modified in whole or in part at any moment without prior notice, and Ten Rings retains the right to make the final interpretation.

• Warranty Scope

This warranty policy applies to Ten Rings products manufactured and sold by Ten Rings, including but not limited to the main product and its accompanying standard accessories (as per the packaging list). If the seller or any other third party makes additional promises to the user, the user should request fulfillment from these third parties, as Ten Rings does not assume any responsibility beyond the warranty policy.

2.1 This warranty policy applies to the warranty service of digital day & night vision devices (hereinafter referred to as “this product”).

2.2 This warranty covers failures caused by product design, manufacture, or material flaws under normal use and maintenance. “Normal use and maintenance” refers to the product installation, placement environment, and transportation by the instructions, and for reasonable purposes. “Affecting normal use” refers to the product’s inability to achieve the functionality described by its standard performance parameters.

2.3 The warranty service includes free repair or replacement of defective parts.

2.4 If the product cannot be repaired during the warranty period, Ten Rings will provide replacement service for the same model or equivalent product.

3. Warranty Period

3.1 Warranty Period: All products purchased from Ten Rings are entitled to 15 days of no reason to return and exchange service (no damage to the product and packaging); Free exchange service within 30 days; Free warranty service within 2 years, life-long maintenance service (Offline and in-store). Online is subject to the actual situation.

3.2 Warranty Start Time: The warranty period will be calculated from the date of purchase of the Ten Rings product, or from the date of registration and activation of the Ten Rings account. It depends on the conditions stated on the Ten Rings official website.

3.3 Extended Warranty: If the user registers the product on the official website of Ten Rings within 30 days (including 30 days) of purchasing the product, the product can enjoy an additional 360 days of warranty service (the total service time shall not exceed 2 years); Register within 31-60 days (including 60 days) after purchase, the warranty service will take effect from the date of registration, and the warranty period will not be extended; More than 60 days after purchase registration, the warranty service will take effect from the date of purchase of the Ten Rings product.

3.4 Warranty Proof:

A. Attached warranty card with the original product

B. Purchase certificate from the original retailer, clearly indicating the product name, price, quantity, and date of purchase.

Note: Users must upload the above proof as an attachment when applying for after-sales application form. If the warranty proof cannot be provided, free warranty service will not be available.

• General Return Requirements

4.1 Return Term: During the warranty period, please contact your local agent or dealer to obtain Ten Rings warranty service, or contact Ten Rings official website or other Ten Rings online services. All returns and exchanges are subject to our general return requirements.

4.2 Return Requirements: The product must be returned in brand new and complete(i.e., unused or undamaged), including products and accessories specified in the original package contents. Upon receipt of this product, if Ten Rings determines that the returned product does not match the product described in the after-sales application form, Ten Rings reserves the right to return this product and charge a service fee to the user.

4.3 Return Process:
4.3.1 RMA Application: To obtain the RMA number and RMA receipt form, users should fill out and submit the after-sales application form to Ten Rings before returning or exchanging products (Appendix 1). Please note that we cannot accept return or exchange requests with the incomplete after-sales application form.

Note:

A. RMA Number Receipt: Once the user has submitted the after-sales application form, the RMA number and RMA receipt form will be emailed to the user within 3 days.

B. RMA Validity Date: An RMA number is valid for 15 days. The user must return the product described in the RMA receipt form within 15 days; otherwise, a new RMA number will be applied.
4.3.2 Packaging Requirements

All returned products must meet the following requirements when packaged for shipping:

A. All returned products must be packaged appropriately(preferably in original packaging), it shall be the same or equivalent to the original packing you purchased.

B. Users should individually pack the products with marked corresponding RMA numbers considering your multiple warranty requests, the multiple products can be sent back together.

C. Please print the RMA receipt form and ship it together with the returned product. If users return several boxes with the same RMA number, to avoid separate shipments, please mark the ordinal number with each box(for example, the boxes shall be marked as 1/3, 2/3, and 3/3 ).

D. Please do not return your products with your accessories from a third party purchased, Ten Rings is not liable for any damage or loss of accessories during repair or replacement.

Note: Please make a video recording before returning the product, in order for us to verify and compare any discrepancies upon receiving it. You may upload the video as an attachment when submitting the after-sales application form. We recommend users insure the package for its full value, as we are not responsible for any loss, theft, or damage during transportation until it is received at Ten Rings’ warehouse. This responsibility shall lie with users.

4.3.3 Delivery Time

In general, Ten Rings will complete the repair and deliver it within 30 days (depending on the specific parts and inventory status). However, this delivery time may vary depending on specific circumstances.

4.3.4 Refund

Once Ten Rings has verified that the product meets the return requirements, the return will be processed and a refund issued within 15 days.

Note: Once approved, Ten Rings will refund the user according to their original payment method. The specific time for the refund to be credited depends on the payment method used by the user, as well as the relevant processes and policies of different banks, financial institutions, or payment providers.

5. In-Warranty Service

5.1 Issues whether In-Warranty or Out-of-Warranty: Users are liable for determining which defective products are within the warranty period or not. If products are not within the warranty period, the user shall pay all costs (including the cost of repairing or replacing such defective products, as well as transportation costs for the products).

5.2. Eligibility: Users are eligible for warranty service as long as they comply with the Ten Rings warranty policy and return requirements and the product is still within the warranty period.

5.3 Repairs:

A. Users are required to fill out an after-sales application form and provide as much information as possible to assist the repair department in diagnosing and repairing the product.

B. Once the product is received, Ten Rings’ repair technicians will inspect it according to the return requirements to determine if it qualifies for warranty coverage (please refer to section 3.4 and point 4 in the warranty policy).

C. Warranty products will be repaired without notifying the user. Users are liable for backing up their original data, Ten Rings will not be liable for any losses incurred due to data loss during use or the repair process. It is generally advisable for users to restore the product to its factory settings before sending it for repair.

D. If the product cannot be used normally after repair during the warranty period, we will provide users with a replacement product or an alternative solution based on the specific circumstances. Additionally, users have the right to request real-time information on the repair progress, and we will endeavor to meet the reasonable needs of users.

E. For repaired products or free replacements of the same model, the warranty period will be based on the remaining warranty time of the original product.

F. After the repair is completed, Ten Rings will promptly inform the user, arrange for product shipment, and provide a repair report.

G. Service fees: Generally, repair service fees will not be charged during the warranty period. However, if returned products do not comply with our Ten Rings warranty policy, under the conditions of secondary sales, we reserve the right to charge a service fee of up to 5%.

5.4 Shipping Charges: In general, the user is liable for the cost of sending the products to Ten Rings, while Ten Rings will bear the cost of delivering the repaired product to the user.

6. Out-of-Warranty Service:

6.1 Eligibility: The warranty period applies to defective products that are not within the warranty coverage.

6.2 Repair Costs: The user is liable for all repair costs. Within 3 days of receiving the product, Ten Rings will send the “Cost Estimate form” to the user. The user must review and sign the form, and return it to Ten Rings within 7 days. Ten Rings will officially begin the repair process upon receiving the user’s confirmation notice.

6.3 Unrepairable Situations: During the repair process, if the product is deemed as “unrepairable,” Ten Rings will contact the user and the following options are available：

A. Return the product

B. Scrap the product

6.4 Shipping Costs: The user is liable for all shipping costs related to the product before and after repair.

• Non-Warranty Scope:

A. Intentional Damage: Including but not limited to product dropping, crushing, impact, scratching, water immersion, fire damage, corrosion, or any other damage caused by improper use or accidents.

B. Abnormal Use: Malfunction resulting from usage beyond the product’s intended purpose, specifications, or parameters, such as overloading, incorrect wiring, or improper storage conditions.

C. External Factors: Damage caused by uncontrollable factors such as lightning strikes, unstable voltage, electromagnetic interference, or natural disasters.

D. Non-Original Components: Failure resulting from the use of third-party accessories, attachments, or consumables (such as Type-C cables, battery charging stands, and rubber shims) not produced by Ten Rings or unauthorized.

E. Unauthorized Disassembly or Modification: Any malfunctions or damages caused by users disassembling products, replacing components, or adjusting hardware settings without the authorization of Ten Rings.

F. Serial Number Issues: If the product’s serial number has been altered, torn, or unidentifiable, it may prevent verification of product authenticity or warranty status.

G. Beyond the Warranty Period: Any malfunctions or damages occurring after the warranty period has expired.

H. Firmware Issues: Malfunctions caused by non-original firmware (such as third-party applications or operating system upgrades), unless it can be proven that the issue is directly related to the product hardware.

I. Appearance Wear: Normal wear, scratches, or fading of product casing, screens, and other components that do not affect normal product usage are not covered under warranty.

J. Customized Products: Products customized according to user-specific requirements may not be eligible for standard return or exchange services unless otherwise agreed upon by both parties.

8. Limitation of Liability:
A. Explicit Warranty: In addition to the explicit warranties already provided, we have not made any other express or implied warranties regarding the suitability of our Ten Rings products for any purpose or in any other aspect, whether based on legal requirements or other reasons. Please note that certain consumer laws in some countries or regions may not allow restrictions on product warranties, so some of the limitations listed in this warranty policy may not apply to you.

B. Data Backup Responsibility: If the user fails to back up their data before sending the product to Ten Rings for service by this warranty, Ten Rings shall not be liable for any damage or loss of programs, data, TF cards, or removable storage media.

C. Unreasonable and Unforeseeable losses: Within the scope permitted by local law, we disclaim any responsibility for unreasonable and unforeseeable losses arising from violations of the Ten Rings warranty policy. As a consumer, your use of the equipment should be non-commercial. Therefore, Ten Rings shall not be liable for any loss of profits, income, anticipated savings, contracts, or time resulting from user use or inability to use the equipment.

D. Amount Limitation: In any circumstance, our liability under this warranty policy is limited to the actual amount paid by the consumer for the product or its current replacement value (the higher amount shall prevail).

E. Force Majeure Liability: We do not assume any responsibility for product damage or malfunction caused by force majeure factors (such as natural disasters, war, terrorist attacks, etc.).

• Export Control

9.1 Users may not export, or re-export repaired products in any way unless they have obtained explicit authorization from the relevant legal jurisdiction where the product is located. It is particularly important for users to strictly comply with all applicable import and export regulations, including but not limited to REGULATION (EU) 2021/821, Export Control Law of the People’s Republic of China, the U.S. Export Administration Regulations, and other relevant laws and regulations related to export controls and economic sanctions in different legal jurisdictions.

9.2 The user declares and assures that they are not located in any prohibited country or restricted list, and that Ten Rings’ products will not violate any applicable laws. Furthermore, the user solemnly agrees not to use the products for any purpose prohibited by applicable law.

9.3 Furthermore, if the user violates the aforementioned export control regulations and causes any legal consequences, the user shall be wholly and solely responsible for issues, including but not limited to legal liability and economic compensation. Additionally, Ten Rings has the right to take necessary measures, including but not limited to terminating our cooperation with the user and reclaiming provided products, in order to protect our legitimate rights and comply with relevant laws and regulations.

Appendix 1

Purchase Location（*）
□ Tenrings.cn □ Alibaba.com □ Amazon  Other agents or retail______________________________
Contact Information
Company/Customer Name*
Address 1*
Address 2(optional)
City*		State/Province/Region*
Postal Code*		Country*
Phone Number*		Email*
Device Information
Date Purchased*		Order Number*
Serial Number*		Model Name*
Is this a refurbished unit?(optional)      □YES         □ NO
Fault Description*
□No Reaction to Power Button   □Unable to Open IR Illuminator      □Unable to Connect with WiFi          □Unable to Transfer Data        □Abnormal Function Buttons        □Unable to Set System Parameters □Machine Sensitivity Imbalance       □Sensor Fault               □Product Appearance Damage   □Machine Noise               □Accessories Issues            □Abnormal Camera and Video Recording □Optics System Issues      □Unable Waterproof and Fogproof Performance     □Abnormal Display Image
Product Description*
Attachments*
1. Warranty Card that accompanied the Original product. 2. Proof of Purchase that accompanied the Original Purchase, which indicates the product name, price, quantity and purchase date.
GDPR Agreement*
□I consent to my personal information being stored by your company in order to process my return request efficiently. Please refer to our Privacy Policy for further details on how we collect, use and protect your data.

If you have any questions or need further information, please feel free to contact our customer service center. Thank you again for choosing and supporting us!

Sincerely,

Shenzhen Ten Rings Optics Co., Ltd.