DiFluid After-Sales Service Policy

Thank you for choosing our products and services! For products sold by DiFluid and its authorized channels (all products sold are referred to as "Product" (each a "Product"), where the main part of the Product is referred to as "Device" and the accessories that come with it and the Products sold in the accessories section are referred to as "Accessories"). We will provide you with after-sales service in accordance with this policy.

After-sales service commitment: DiFluid  will provide after-sales services of "Repair, Replacement, Return" (referred to as "Three Guarantees"). Please keep the Three-Guarantees Certificate and the valid purchase invoice properly in order to protect your rights and interests after purchasing Products from DiFluid .

1 Warranty Service

1.1 Seven-day return service

1. Self-supporting online channels (official independent stations, Amazon, Alibaba and other official self-supporting shops) are applicable to the 7-day no-reason return service for Products purchased, and authorized online dealer channels are responsible for the return service by the dealer to which they belong at the time of purchase, and the service should also comply with the national Three-Guarantee policy.

If the Product has been tested and confirmed to be in good condition by DiFluid's after-sales service center and has not been damaged in performance or appearance for human reasons (including but not limited to: damage caused by crushing or dropping, damage caused by immersion in liquid or chemical corrosion, the serial number of the device or batch number of accessories being removed, altered or illegible) within 7 days from the date of receipt, you may choose to return the Product. Please ensure that the packaging, accessories, invoice, manual and warranty card are not missing when returning the Product. The dealer is responsible for the return and refund.

2. Products purchased through offline channels (offline dealers, exhibitions orother offline retail outlets, etc.) are subject to the Three-Guarantees service required by national law.

If the Product has any non-human quality problems listed in the Product Performance Failure Table (Annex 1), and confirmed by DiFluid’s after-sales service center within 7 days from the date of purchase, you may choose to return the Product. Please keep the packaging, accessories, invoice, manual and warranty card in good condition when returning the Product. The seller is responsible for the return and refund.

1.2 Exchange service within 15 days

If the Product has any of the non-human quality problems listed in the Product Performance Failure Table (Annex 1) within 15 days from the date of receipt, you may choose to repair or replace the Product with the same model and specifications after confirmation by DiFluid's after-sales service center. DiFluid is responsible for repairs and replacements.

Please see Annex 2: Return and Exchange Guidelines for specific guidelines on the above mentioned return and exchange service.

1.3 Maintenance services

If there is a quality problem with the Device, after confirmation by DiFluid’s after-sales service center within 12 months from the date of receipt, DiFluid will provide you with free repair services, which means the warranty period for the Device is 12 months from the date of receipt. The warranty period for the accompanying accessories is 6 months from the date of receipt. Accessories purchased separately are covered by the warranty according to the corresponding accessories warranty policy.

During the warranty period, if the Device has non-human caused Product quality problems listed in the Product Performance Failure Table and still cannot be used normally after two repairs, you can repair or replace the device of the same model and specification with the valid repair records in the Three-Guarantees Certificate, and the repair and replacement will be the responsibility of DiFluid.

During the warranty period, if the accompanying accessories have any of the non- human quality problems listed in the Product Performance Failure Table, the after- sales service center of DiFluid will confirm and replace the accessories of the same model and specification for you free of charge. If the accessories cannot be used normally after two replacements, you can return the accessories or replace them with accessories of the same model and specification.

If you need to return, exchange or repair due to quality problems in accordance with the provisions of this service policy, DiFluid will reimburse the delivery charges according to the postage voucher.

1.4 Warranty period required by platforms

The warranty period complies with the requirements of the relevant domestic and overseas platforms.

1.5 Special tips

1. The date of receipt is subject to the actual date of arrival as shown on the third party logistics platform. If the third-party logistics platform cannot provide a valid date of receipt, the customer service provider of DiFluidwill calculate the actual arrival date with the customer based on factors such as distance and date of dispatch.
2. We recommend that you keep the packaging for at least 15 days from the date of receipt in case you require a return service during the
3. When returning a Product, you need to return the device and all accessories such as manuals, invoices, warranty cards, purchase vouchers, packaging together withthe Product to DiFluid for return procedures. When the return of a Product with a gift occurs, the gift must be returned together, if the gift is not returned, the Product cannot be fully refunded.
4. Before sending the defective device to the service center of DiFluid, please be sure to make backup copies of all the important data and information stored in your device. The after-sales service center accepts no liability for loss or damage to data or information as a result of repairs, nor any other liability arising from the loss or dissemination of data or information.
5. Welcome to Self Service: When you have a problem with a Product or need quick help with any other problem you encounter, Self Service can provide quick and reliable after- sales service. We apologize in advance for any inconvenience that your purchase of our Products may cause and hope to be of assistance.

2 Exceptions to the warranty service

DiFluid does not provide warranty services such as return, exchange, repair for the following cases:

1. Any Product that is not sold through official DiFluidchannels (Serial number discrepancy).
2. Products that have exceeded the warranty
3. Damage caused by man-made causes (including but not limited to: damagecaused by dropping, crushing, collision, damage caused by splashing of liquid, corrosion of chemicals, foreign objects entering the interior of the Product).
4. Damage due to improper use, maintenance or care (including but not limited to: non-normal use, and damage due to incorrect connection,testing).
5. Customers are unable to provide Product's invoice, warranty card and Three-Guarantees Certificate, or the Three-Guarantees information does not match the Product or has been altered.
6. The Product has been tampered with or repaired by any individual or enterprise other than DiFluid’s after-sales service centers, or the serial number of the equipment or batch number of accessories has been removed or altered, and the tamper-proof sticker is broken or illegible.
7. Wear and tear from normal use of the Product.
8. Damage caused by force majeure.
9. Other exceptions to warranty service according to law or regulation.

In addition, DiFluid does not offer returns for faults that can be rectified by software upgrades, i.e. faults that can be rectified by following the instructions to upgrade the software version or by sending it to DiFluid's after-sales service center for a software upgrade.

3 Chargeable maintenance services

If your Product exceeds the scope of warranty service as stipulated in the Three Guarantees, DiFluid will charge reasonable repair cost according to the cost of parts and labor, present you with a repair quote and repair the Product with your consent and upon receipt of your payment.

4 Commitment to quality of maintenance services

For Devices within the warranty period, DiFluid’s after-sales service center will replace the faulty part with the original part or replace it with a Device of the same model and specification according to the fault and testing situation; the Device replaced will be entitled to a new 12-month warranty period with a new Three Guarantees Certificate; the replacement Device will be entitled to the remainder of the original 12-month warranty period or a 90-day warranty period, whichever is longer.

For parts within the warranty period, DiFluid’s after-sales service center will replace the parts with the same model and specification for you according to the fault detection, and the replacement parts are entitled to a recalculated warranty period.

For damage to the Product out of the warranty period and the scope of the warranty service, the service center of DiFluid will provide a paid repair service in a professional manner with original spare parts, the warranty period of which is 90 days.

5 Feedback time for after-sales service

If the Product fails within the warranty period, the service center will complete the inspection, repair or replacement within 3 to 5 working days after receiving the Product (the delay in repair and return time caused by unusual problems and communication with the customer is not covered by this limitation, and the feedback time will be based on the actual situation), and will send the repaired or replaced Product.

If the Product is out of warranty or the Product fails outside the scope of the warranty service, DiFluid’s after-sales service center will complete the inspection, and provide you with a repair quote within 2 working days of receiving the Product, then complete the repair and send the repaired Product within 3 working days after obtaining your consent and receiving your payment.

6 Other statements

1. This after-sales service policy is the only basis on which DiFluidprovides after-sales service to you in relation to the Product you have purchased, and the total liability of DiFluid to you does not exceed the scope of this after-sales service 
2. DiFluidProducts are precision electronic devices and we strongly recommend you to read the user instructions carefully and use the Products in accordance with those instructions.
3. Replaced Products, accessories or parts after repair are the property of DiFluid.
4. SeeAnnex 3 for self-help after-sales service process. For other after-sales service, please call customer service: +086 0755-23761557 or send email to service@digitizefluid.com.
5. The final right of interpretation of this service policy belongs to DiFluid. If you have any questions, please contact customer service provider of DiFluidfor more 

 

Annex 1: Product Performance Fault Table

Product name	Fault description	Solutions
DiFluid Products	Unable to turn on	Charge first and make sure the device is charged
	Unusual shutdown	Check whether the unit is powered; restart
	Charging abnomal	Check the suitability of the charging unit
	Temperature not displayed	Restart the device
	Display of "Error Code"	Send it back to overseas warehouse for disposal
	Cannot connect to the APP	Check whether your phone's APP permissions are turned on
	Button malfunction	Send the Product to the service center of DiFluid or designated overseas warehouse for processing; contact through after-sales email or self-service support for details
	Inaccurate measurement after water calibration	Ensure that the water calibration is done correctly

 

 

Annex 2: Return and Exchange Guidelines

Return and exchange categories	Specific description	Whether to support returns within 7 days (inclusive)	Whether to support exchange within 15 days (inclusive)	Whether to charge for return shipping	Remarks
Functional faults or problems with the quality of goods	The after- sales service center of DiFluid has tested the equipment and determined that the Device has a performance fault in accordance with the provisions of the Three Guarantees.	Yes	Yes	No	Please contact DiFluid directly to arrange Product testing.
Damage to goods, lack of parts, non-conformance and other issues caused by DiFluid	Logistics damage refers to damage, breakage, performance failure caused during transport; missing parts refer to the absence of original accessories for the goods.	Yes	Yes	No	You need to give feedback to DiFluid's after-sales service within 72 hours of the day you signed for it. During the review of DiFluid, you may be required to provide proof of delivery or photos of the faulty Product, etc., so that the after-sales staff can make a quick judgement and deal with it promptly.
Other reasons	In addition to the above two reasons, for Products purchased by DiFluid's own or authorized online channels, if the return is due to your reasons, you must ensure that the Product is in good condition	Yes	No	Yes	You will bear the shipping costs of the Product back to DiFluid.

 

 Annex 3: Self-service After-sales Process

Please follow the self-service after-sales process: submit a repair form on the DiFluid website - send the Product - after-sales repair - send the Product back.

 

 

 

 

After-sales FAQ

1. Will the warranty be delayed if it has been repaired once during thewarranty period?

A: The warranty period for the device is one year, and it will not be extended after the repair. If an accessory/part is replaced, the warranty period for that accessory/part is automatically extended. However, the remaining accessories/parts are still subject to after-sales service according to the original warranty time.

6. What situations are not covered by thewarranty?

A: Damage caused by man-made reasons, force majeure, wear and tear caused by normal use of the Product, and traces of non-authorized dismantling and repair are not covered by the warranty. Please refer to the Domestic and Overseas After-Sales Service Policy of DiFluid Technology for details.

7. Where are the repair service shopslocated?

A: If you need repair service, please contact our customer service center and send it back to the designated address.

8. If I send it back to the company for repair, who will pay for the shipping costs to and from thecompany?

A: If the repair is due to the quality of the Product itself, the return shipping cost will be borne by DiFluid. If the repair is due to customer’s causes or other reasons not covered by the warranty, the shipping cost of the product back to DiFluid will be borne by the customer.

9. Do I need to provide an invoice or any proof for therepair?

A: Product sales invoice, warranty card or other proof of warranty are needed for the repairs. Please consult our after-sales service for details.

10. When does the warranty date start torun?

A: The warranty period is valid from the date of accepting the goods, less the time taken up by repairs and the time when no spare parts are available for repair.

11. Do all the Products sold on the official website of DiFluidsupport 7-day no-questions-asked returns?

A: The Products sold on the official website of DiFluid

(Alibaba, Amazon and other official self-owned shops) are supported by 7-day no-questions- asked returns or requirements for after-sales service of the platform. Please contact the purchase platform and the after-sales service of DiFluid for details.

12. Can the Product be repaired if the warrantyperiod expires?

A: Out-of-warranty repairs will be carried out at your own expense and you will bear the return shipping costs of the Product.

13. When does the warranty start torun?

A: The warranty period starts to run from the date of accepting the goods, less the time occupied by repairs and no spare parts pending repair.

14. What is not covered by thewarranty?

Exclusions from the warranty include:

• Damage caused by improper use, maintenance or storage by the
• Damage caused by dismantling by
• Without a Three-Guarantees Certificate and a valid
• Where the model number of the Three-Guarantees Certificate does not correspond to the model number of the repaired Product or is
• Damage caused by force
  15. How many days will it take to fix it after I have sent my Product to the after-sales service,  and when will it be sent back tome?

A: If you are in mainland China, the repair is usually completed and sent back within 3-5 working days of receiving the returned device. If you are in a region other than mainland China, we will process it for you as soon as possible depending on the processing  speed of different platforms and dealers.

16. What is the after-sales process like and how do I contactyou?

A: You can contact us in any of the following three ways:

• Contact any of the platform's online customer
• Call Customer Service Hotline of DiFluid+086 0755-23761557 for enquiries or send email to service@digitizefluid.com.
• Scan the QR code  of Three-Guarantees Certificate for self-registration of after-sales service
  17. The Product was given to me by a friend, can I have it repaired by you if itbreaks?

A: It can be repaired.

• Contact any of the platform's online customer
• Call Current Digital Technology Customer Service Hotline +086 0755-23761557for enquiries or send email to service@digitizefluid.com
• Scan the QR code  of Three-Guarantees Certificate for self-registration of after-sales service
  18. What is the warranty period foraccessories?

A: It depends. The warranty period for the power adapter that normally comes with the Product is 6 months. Please consult the customer service of DiFluid for details.

19. How do I deal with quality problems with mypurchases?

A: DiFluid promises to provide free repair and other services if the quality of the Product is covered by the terms of the Three Guarantees, but if it is not covered by the terms of the Three Guarantees, you will have to pay for the repair.

 

Returns & Exchanges FAQ

1. If I don't want the Product, can I just reject the package when I receiveit?

A: You can't reject the Product directly, please contact the customer service of DiFluid to apply for 7 days no reason return service after signing the receipt.

20. What criteria are used to return a Product??

A: 7-day no-reason returns can be made in the following circumstances with 7 days of arrival:

• The Product does not affect the secondary sale;
• A test conducted by after-sales of the DiFluidshows the device performance failure in line with the provisions of the Three Guarantees;
• Logistical damage
  21. Who will pay for the shipping costs when returning or exchanginggoods?

A: The shipping costs for returns within the warranty period due to the Product's quality problems will be borne by DiFluid, while due to customer reasons, the shipping costs of the product back to DiFluid  will be borne by the customer.

22. What items do I need to send back forreturn?

A: Returns should be made with the device and other accessories, gifts (if any), warranty card and invoice.

23. Under what circumstances can I return or exchange Products and for howlong?

A: The Products purchased online can enjoy 7-day no-reason return service under no artificial quality problem from the date of signing; if there is a non-human performance failure problem, you can enjoy 15-day exchange service; the goods purchased in physical shops can enjoy 7 days return service or 15-day exchange service if there is a non-human performance failure problem from the date of purchase. For specific after-sales regulations, please refer to Domestic and International After-Sales Service Policy of DiFluid.

24. Do I need to send back all the packaging and accessories when I exchange the Product?

A: All related accessories(including gift(s), warranty card, invoice, etc.) must be included with your return.

25. What should I know about the return and exchangeprocess?

A: When initiating a return of the Product, the customer must return all the accessories, invoice, manual of the Product together without affecting the secondary sale of the Product.

26. What do I need to send back for exchange? Do I need to send back invoices andgifts?

A: All related accessories(including gifts, warranty card, invoice, etc.) must be included with your return.

27. Where is the returnaddress?

A: Please contact DiFluid’s after-sales service center for the return address.

28. Do you arrange for homecollection?

A: It depends on your country and region. Please contact your own courier company to obtain a door-to-door collection service.