Orange Health After-Sales Policy
This policy applies to all models of Orange Health branded smartwatches
Orange Health provides after-sales service in strict accordance with the Law of the People's Republic of China on the Protection of Consumer Rights and Interests and the Law of the People's Republic of China on Product Quality.
Return and exchange policy
Customers who purchase products from the official flagship shops of Orange Health, Xunlong Software Limited and its subsidiaries in major online shopping malls around the world (Tmall, Taobao, JD, Pinduoduo, Amazon, AliExpress, etc.) are entitled to a return and exchange policy. Details are as follows:
- 1、 Users who purchase these products through the e-commerce platform can enjoy a no-reason return service within seven days from the day after signing the receipt. The user must present a valid proof of purchase and return the invoice at the time of return. The user must ensure that the returned goods maintain their original quality and function, their appearance is intact, and that the trademarks and various logos of the goods themselves and their accessories are intact and complete, and that any gifts are returned together. Returns will not be processed if the goods are artificially damaged, if the packaging box is missing or if spare parts are missing. Logistics costs incurred in the return of goods will be borne by the user. The returned goods will be refunded to the user within seven days from the date of receipt. Refunds are made in the same way as payments. The exact date of arrival may be affected by factors such as banks and payment institutions.
- 2、 Within seven days from the day after the user signs for the product, if there is any non-human damage to the product, the user will be refunded after the Orange Health After Sales Service Centre has confirmed the product and the user must present a valid proof of purchase and return the invoice. If there are gifts need to be returned together.
- 3、 Within fifteen days from the day after the user signs for the product, if there is a failure of the product due to non-human damage, the Orange Health After-Sales Service Centre will confirm the inspection and provide the user with an exchange service to replace the whole set of products. The exchange must be complete with the original packaging and provide invoices (electronic invoices are not required for after-sales processing) and other valid proof of purchase. After the exchange, the three-pack period of the goods itself will be recalculated.
- 4、 Users who purchase our products from authorised dealers are not included in the return policy.
Warranty Policy
After fifteen days from the day after the user signs for the product, if a performance fault occurs that is not caused by human damage, the Orange Health after-sales service centre will handle the repair business for the user after inspection and confirmation.
Users can call Orange Health customer service to apply for after-sales service, the goods need to be mailed to the repair centre for acceptance.
| Warranty Contents | Warranty Period |
|---|---|
| Main unit | 1 year |
| Strap | 15 days |
Note: Within the validity period of the three packs, users must produce valid proof of purchase (e.g. invoice, sales slip, e-commerce platform order record, etc.) in order to enjoy the rights and benefits associated with the three packs.
Non-warranty terms
The following are not covered by the warranty：
- 1. Beyond the validity period of the three guarantees.
- 2. Without a valid three-package certificate and a valid invoice.
- 3. Where the product model or number on the three-package certificate does not correspond to the actual goods.
- 4. The unauthorized alteration of the three-package certificate.
- 5. Normal wear and tear, soiling caused by use, such as: scratches, non-metallic wristbands colour change; or damage caused by contact with chemical reagents, contact with sharp objects, dropping, squeezing and other human factors.
- 6. Damage caused by force majeure.
- 7. Any damage caused by improper use, maintenance and storage.
- 8. Unauthorized maintenance, misuse, collision, negligence, abuse, fluid ingress, accident, alteration, incorrect use of accessories other than those of the product.
- 9. Other faults and damage not caused by the design, manufacture, quality, etc. of the product itself.
After Sales Service Charges
All return freight charges for warranty products are borne by the customer.
| Services | Labour costs |
|---|---|
| Replacement of the back case, middle frame, heart rate assembly, heart rate FPC, etc. | 100 RMB/unit |
| Replacement of motherboards, screens, motors, speakers, batteries, antenna mounts, etc. | 80 RMB/unit |
| Replacement accessories | 15 RMB/unit |
| Testing | 15 RMB/unit |
| Software debugging/upgrades | 15 RMB/unit |
Note: The above rates refer to repair labour service charges only and do not include material charges. Material charges will be charged additionally.
Orange Health Watch Strap After-Sales Policy
This policy applies to all models of Orange Health branded smartwatch straps
Orange Health watch bands are strictly in accordance with the Law of the People's Republic of China on the Protection of Consumer Rights and Interests and the Law of the People's Republic of China on Product Quality. Anyone who has purchased the product individually from the official flagship shops of Orange Health, Xunlong Software Limited and its subsidiaries in major online shopping malls around the world (Tmall, Taobao, JD, Pinduoduo, Amazon, AliExpress, etc.), will enjoy the following after-sales policy:
After-sales service charges
Within seven days from the day following the date of signature, you can enjoy a seven-day no-reason return. The invoice must be returned at the same time as the return. Logistics costs incurred for returns will be borne by the user. Return of damaged or lost goods will not be accepted for seven days without reason.
Orange Health watch straps that are confirmed by the Orange Health after-sales service centre to be of unserviceable quality will be returned within seven days (invoice must be returned at the same time) and exchanged within fifteen days from the day after the user signs for them.
Note: Orange Health Technology (Shenzhen) Co., Ltd. reserves the right of final interpretation of the above after-sales service policy.
