Warranty Policy
1. Warranty Period
| Product | Main Components & Accessories | Warranty Period |
|---|---|---|
| Kandao Meeting Pro | Kandao Meeting Pro | 12 Months |
| Adapter | 1 Month | |
| Type C-Type C Cable | 1 Month | |
| Remote Control | 1 Month | |
| Kandao Meeting S | Kandao Meeting S | 12 Months |
| Adapter | 1 Month | |
| Remote Control | 1 Month | |
| Kandao Meeting | Kandao Meeting | 12 Months |
| Adapter | 1 Month | |
| QooCam | QooCam | 12 Months |
| USB Cable | 1 Month | |
| QooCam Fun | QooCam Fun | 12 Months |
| USB Cable | 1 Month | |
| QooCam 8K | QooCam 8K | 12 Months |
| USB cables | 1 Month | |
| QooCam 8K enterprise | QooCam 8K Enterprise | 12 Months |
| Adapter | 1 Month | |
| Obsidian R/S | Obsidian R/S | 12 Months |
| Carrying Case | 1 Month | |
| Ethernet Cable for PoE & Camera | 1 Month | |
| Sync Control Cable for Zoom H2n | 1 Month | |
| Obsidian Go | Obsidian Go | 12 Months |
| Carrying Case | 1 Month | |
| Sync Control Cable for Zoom H2n | 1 Month | |
| Bluetooth Module | 1 Month | |
| Obsidian Pro | Obsidian Pro | 12 Months (Purchase with a two-year warranty, It comes with 24 Months) |
| Obsidian Pro Carrying Case | 1 Month | |
| Antenna | 1 Month | |
| Adapter | 1 Month | |
| 4TB SSD Module | 12 Months and the Total Bytes Written (TBW) less than 150TB | |
| 8TB SSD Module | 12 Months and the Total Bytes Written (TBW) less than 300TB | |
| 16TB SSD Module | 12 Months and the Total Bytes Written (TBW) less than 600TB |
Note: EU orders enjoys 2-year warranty for cameras, 1 month warranty for accessories without battery.
2. Repair Service
2.1Repair Service Workflow
| Steps | Actions |
|---|---|
| A | Contact KANDAO (service@kandaovr.com) to diagnose the issue. Below
information should be
included in the email for efficient diagnosis: Purchase proof of the KANDAO products Camera Type and SN (at the bottom of the camera) Camera firmware version KANDAO software/APP version Issue description with the operational video attached |
| B | KANDAO technical support will try to diagnose and solve the issue via email, voice/video call, or remote assistance, which could guide customers to download and install the latest firmware/software/app. |
| C | If the issue can’t be solved via email, voice/video call, or remote assistance, please
send the product to the address that KANDAO provided for further diagnosis. Please send the product to the address that KANDAO provided within 7 calendar days and provide KANDAO with the logistic information. |
| D | Customer provides shipping information to KANDAO Shipping information example: Contact: XX XX Address: XXNO. XX Ave XX City XX Country XX Zip code Tel: 201-XXX-XXX |
| E | After receiving your product, the KANDAO after-sales repair service center will conduct a comprehensive inspection. If it is determined that the product has developed a performance failure covered under the warranty, repairs will be arranged for free. If it is determined that the product is not covered by the free warranty service, you will be asked to confirm the quotation and send payment for the repair fee. When payment is complete, the repair will be arranged. |
| F | Repair center will finish camera repair within 14 business days upon receipt. If the problem is more complicated or affected by other force majeure, the repair time may be extended, we will notify you at that time. |
| G | Repair center sends the product back to the customer. |
2.2 Repair Fee
A. Repair fee includes: shipping fee + labor fee + material fee
B. Repair centers charge labor fee on a flat basis according to repair type.
C. See the price list of materials below:
| No. | Product | 物料 | Material | 单价（元） | Unit Price（USD） |
|---|---|---|---|---|---|
| Kandao Meeting物料 Kandao Meeting Material | |||||
| 1 | Kandao Meeting | Kandao Meeting 镜头 | Kandao Meeting Lens | 828 | 129 |
| 2 | 配件/Accessories | Kandao Meeting 适配器 | Kandao Meeting Power Adapter | 80 | 13 |
| Kandao Meeting Pro 物料 Kandao Meeting Pro Material | |||||
| 1 | Kandao Meeting Pro | Kandao Meeting Pro 镜头 | Kandao Meeting Pro Lens | 1100 | 172 |
| 2 | 配件/Accessories | 蓝牙遥控器 | Remote Control | 220 | 34 |
| Kandao Meeting Pro 适配器 | Kandao Meeting Pro Power Adapter | 220 | 34 | ||
| Kandao Meeting S 物料 Kandao Meeting S Material | |||||
| 1 | Kandao Meeting S | Kandao Meeting S 镜头 | Kandao Meeting S Lens | 800 | 125 |
| 2 | 配件/Accessories | 蓝牙遥控器 | Remote Control | 220 | 34 |
| Kandao Meeting S 适配器 | Kandao Meeting S Power Adapter | 52 | 8 | ||
| Kandao Meeting Ultra 物料 Kandao Meeting Ultra Material | |||||
| 1 | Kandao Meeting Ultra | Kandao Meeting Ultra 镜头 | Kandao Meeting Ultra Lens | 1280 | 200 |
| 2 | 配件/Accessories | 蓝牙遥控器 | Remote Control | 220 | 34 |
| Kandao Meeting Ultra 适配器 | Kandao Meeting Ultra Power Adapter | 220 | 34 | ||
| Kandao Meeting Ultra 标准版 物料 Kandao Meeting Ultra Standard Material | |||||
| 1 | Kandao Meeting Ultra Standard | Kandao Meeting Ultra 标准版 镜头 | Kandao Meeting Ultra Standard Lens | 1280 | 200 |
| 2 | 配件/Accessories | 蓝牙遥控器 | Remote Control | 220 | 34 |
| Kandao Meeting Ultra 标准版 适配器 | Kandao Meeting Ultra Standard Power Adapter | 220 | 34 | ||
| QooCam物料 QooCam Material | |||||
| 1 | QooCam | QooCam镜头 | QooCam Lens | 450 | 70 |
| 电池支架 | Battery Holder | 14 | 2 | ||
| 2 | 配件/Accessories | QooCam镜头保护罩 | QooCam Lens Cover | 19 | 3 |
| QooCam EGO 物料 QooCam EGO Material | |||||
| 1 | 配件/Accessories | 取景器组件 | 3D Viewer | 599 | 94 |
| QooCam8K物料 QooCam8K Material | |||||
| 1 | QooCam 8K | QooCam8K 镜头 | Qoocam8K Lens | 1383 | 216 |
| LCD显示屏 | LCD Screen | 160 | 25 | ||
| 电池 | Battery | 112 | 18 | ||
| QooCam8K行业版 物料 QooCam8K Enterprise Material | |||||
| 1 | QooCam 8K Enterprise | QooCam8K Enterprise 镜头 | Qoocam8K Enterprise Lens | 1738 | 272 |
| LCD显示屏 | LCD Screen | 228 | 36 | ||
| 电池 | Battery | 112 | 18 | ||
| Obsidian R/S/Go物料 Obsidian R/S/Go Material | |||||
| 1 | Obsidian S | Obsidian S镜头 | Obsidian S Lens | 1227 | 192 |
| 2 | Obsidian R | Obsidian R镜头 | Obsidian R Lens | 1227 | 192 |
| 3 | Obsidian Go | Obsidian Go镜头 | Obsidian Go Lens | 887 | 139 |
|
注：物料价格以人民币（CNY）价格为基准，美元及其他外币价格随汇率变化而变化。 Note： Material price in CNY is fixed, USD and other currency price vary by exchange rate. |
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2.3 Warranty Repair
To qualify under the free warranty service, the following conditions must all be met:
- Within the warranty period if the product has a manufacturing defect. (For the warranty period of main components and accessories, please refer to 1. Warranty Period.)
- A valid proof of purchase is provided. (The warranty period begins on the purchase date shown on the invoice or 90 days after the manufacture date)
Free warranty service does not apply:
- To defects caused by normal wear or aging and cosmetic damage, including but not limited to scratches, dents, and broken plastic on ports;
- To consumable parts, such as batteries or protective coatings, that may naturally diminish over time;
- To damage caused by the use of third-party components or products;
- To damage due to incorrect installation, use and or operation of product not in accordance with the official product manual;
- To damage caused by operation in bad weather (i.e., strong winds, rain, sand/dust storms, etc.)
- To damage caused by improper use or abnormal way of use;
- To damage caused by improper use of battery packs and chargers;
- To damage caused by unauthorized use or modification of the product;
- To damage caused by a non-authorized service provider.
- To damage during upgrade/repair services carried out by anyone other than KANDAO representatives;
- To damage caused by accidental factors or human factors;
- To product failure or damage caused by major incident or natural disaster (for example, fire, earthquake, lightning etc.);
- If failure to provide the correct Serial Number (SN);
- If the product’s serial number has been removed or smeared;
- If after contacting KANDAO to confirm the warranty service, the corresponding item is not sent within 7 days and there is no corresponding logistics information provided within 7 calendar days.
2.4 Important Information
- KANDAO may not be able to provide after-sales service in all locations, and the content of the after-sales service policy varies with location. Services outside the regular service range may incur a charge. For local information, please contact KANDAO;
- If the tested product does not meet the conditions for free repair, KANDAO will charge a fee for testing, material, labor and courier costs, according to the specific case. Customers can choose to pay for the repair or have the original device returned without repair, but the freight incurred during the period shall be borne by the customer;
- If the product can't be repaired due to special circumstances, we could provide a replacement of the same model, which may not be brand new or packaged, but will be in perfect working order and at least equivalent in performance to the replaced part. The replaced product will still be covered under the warranty of the original product;
- Please note that product repair may cause data loss; please back up your data first;
- If the recipient address you provided is wrong, or the recipient refuses to receive the delivery, any resulting loss shall be borne by the recipient;
- If the customer sends the product to the warehouse or the repair center of KANDAO without communication with KANDAO, any resulting loss shall be borne by the customer;
- When you sign for the product, please check if it is in good condition. Please ensure there is no damage that may have occurred during delivery, or for any other reason. If there is any issue, please inform KANDAO within 48 hours from the date of receipt. After this period KANDAO will assume that the product is not damaged and performance is normal.
- You may be liable for shipping costs for returning, repairing or replacing the product, depending on the Kandao after-sales policy in your area.
3. Return & Refund Service
To qualify under the Return & Refund Service, the following conditions must all be met:
- Within seven (7) calendar days of receiving a product if the product package is still unopened and new, which does not affect the secondary sales; a valid proof of purchase is provided；
- Within seven (7) calendar days of receiving a product if the product has a manufacturing defect, which has been verified by KANDAO.
Return & Refund Service doesn’t apply:
- To a request beyond seven (7) calendar days of receiving a product；
- If a legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with;
- If the package has been open or the outer package is damaged, which affects the secondary sales；
- To request due to the product was damaged due to transportation but the certificate of damages issued by the transportation company cannot be provided;
- To damage caused by unauthorized use or modification of the product;
- To damage during upgrade/repair services carried out by anyone other than KANDAO representatives;
- To damage caused by accidental factors or human factors;
- To damage caused by major incident or natural disaster (for example, fire, earthquake, lightning etc.);
- If failure to provide the correct Serial Number (SN);
- If the product’s serial number has been removed or smeared;
- If after contacting KANDAO to confirm the warranty service, the corresponding item is not sent within 7 days and there is no corresponding logistics information provided within 7 calendar days.
4.Replacement Service
To qualify under the Replacement Service, the following conditions must be met:
- Within fifteen (15) calendar days of receiving a product if the product suffers performance failure;
- Within fifteen (15) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to KANDAO.
Replacement Service doesn’t apply:
- To a request beyond fifteen (15) calendar days of receiving a product；
- A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with;
- A product sent to KANDAO for Replacement Service does not include all original accessories, attachments and packaging, or contains items damaged by user error, which affects the secondary sales;
- Consumer refuses to provide any issue-related information requested by KANDAO.
- A product is found to have no defects after all appropriate tests are conducted by KANDAO;
- To request due to the product was damaged because of transportation but the certificate of damages issued by the transportation company cannot be provided;
- To damage caused by unauthorized use or modification of the product;
- To damage during upgrade/repair services carried out by anyone other than KANDAO representatives;
- To damage caused by accidental factors or human factors;
- To damage caused by major incident or natural disaster (for example, fire, earthquake, lightning etc.);
- If failure to provide the correct Serial Number (SN);
- If the product’s serial number has been removed or smeared;
- If after contacting KANDAO to confirm the replacement service, the corresponding item is not sent and there is no corresponding logistics information provided within 7 calendar days.
5. Accessories Warranty Service
To qualify under the Accessories Warranty Service, the following conditions must all be met:
- Within the warranty period if the product has a manufacturing defect
- A valid proof of purchase is provided.
Accessories Warranty Service doesn’t apply:
- To damage caused by accidental factors or human factors;
- To damage caused by major incident or natural disaster (for example, fire, earthquake, lightning etc.);
- To damage caused by harsh environments (for example, strong wind, rain, etc.);
- To damage caused by failure to properly use and install the tripod in accordance with the instructions;
- To damage caused by diving case that has not been tested for water resistance before use;
- To damage caused by continuing to use the accessory which is deemed to be defective without contacting KANDAO;
- Consumer refuses to provide any issue-related information requested by KANDAO;
- If after contacting KANDAO to confirm the replacement service, the corresponding item is not sent and there is no corresponding logistics information provided within 7 calendar days.
Special statement:
- The accessories should be used in accordance with the guidelines, KANDAO is not responsible for any other possible losses caused by improper use.
- Please use the empty diving case for waterproof test before using it. Before each use, immerse the fully enclosed diving case in a water depth of about 20 cm for at least 5 minutes without camera installed to ensure that there is no water seepage in the diving case. If there is water seepage, please take it out of the water and check if there is any abnormal installation. If the problem still exists, please contact the service@kandaovr.com.
6.Others
Phone: +86 400 832 1900 (not available for international calls)
Service Email: service@kandaovr.com
Service time: 09:30 -18:30 (GMT+8), Monday to Friday