Warranty

To standardize our company’s after-sales service workflow, improve after-sales efficiency, clarify matters related to after-sales service, and better serve our broad user base, we have formulated this “After-sales Service Guide,” which will be implemented starting today.

After Sales Service Policy

1. Free return within 7 days

From the date of purchase (based on the official purchase receipt date, hereinafter referred to as the “purchase date”), within 7 days (inclusive), if the company’s inspection determines the product you purchased to have malfunctioned due to electronic component failures that result in the inability to use it usually, you can choose to return, exchange, or repair the product.

2. 30 days free replacement or repair

Within 30 days (inclusive) from the purchase date, if the company’s inspection determines that the product you purchased has malfunctioned due to electronic component failures that usually prevent its use, you can choose to exchange or repair the product.

3. 1 year warranty for the whole machine (except vacuum tube)

Within one year from the purchase date, Willsenton will provide a one-year free warranty service for your purchased product, covering faults occurring under normal use conditions (excluding damages caused by human actions). Willsenton will offer paid repair services for machines beyond the one-year free warranty period.

4. About private modification of machines

The warranty does not cover the modified machines and, in principle, does not receive warranty service. If, after technical assessment, part or all of the functions can be repaired, paid repair services will be provided to restore it to factory condition.

Standard After Sales Service

1. Repair process and time

We will estimate the repair costs within three business days after receiving the product and complete the repair within seven business days, provided the required repair components are readily available.

2. About payment of shipping costs

a. Our company will bear the shipping costs for returns or exchanges within seven days of purchase due to quality issues; the customer will bear the shipping costs for returns without a specific reason.
b. Our company will bear the shipping costs for exchanges due to quality issues within 30 days of purchase.
c. For machines within the warranty period sent back for repairs, our company and the customer will each bear the cost of one-way shipping.
d. The customer will bear the round-trip shipping costs for machines out of warranty or damaged due to user actions sent back for repairs.

3. Vacuum tube (Electron Tube) 6-month warranty

From the date of your purchase, Willsenton will provide a six-month (inclusive) free warranty service for the vacuum tube (electron tube) products you have purchased, covering the replacement of vacuum tubes (electron tubes) that malfunction under normal usage conditions. Willsenton will offer paid repair services for vacuum tubes (electron tubes) beyond the free warranty period.

After sales service inquiries and contact information

1. Hot line

+86-13823079599

2. Customer support

support@willsenton.com

3. Address

223 Gongbei Shuiwan Road STE 10D, Zhuhai, Guangdong 519099, China

4. Working hours

Monday – Friday: 9am – 5pm

This After Sales Service Guide does not apply to the following situations

1. Failures or damages are caused by not following the instructions manual or incorrect or improper use, storage, maintenance, or operation of the product (such as impact, bump, etc.).

2. Failures or damages caused by operating the product outside of the specified working environment (such as temperatures too high or too low, overly humid or dry conditions, excessive altitude, abnormal physical pressure, electromagnetic interference, unstable power supply, static interference, inputting inappropriate voltage, etc.).

3. Changes or modifications to the product or products purchased through unauthorized sources (if you have doubts about whether a dealer is authorized, please contact customer support through www.willsenton.com).

4. Incorrect or unauthorized repairs, including repairs not authorized by Willsenton or the Willsenton authorized repair center.

5. Failures or damages caused by force majeure, such as natural disasters (e.g., earthquakes, fires, lightning strikes, floods, “acts of God,” etc.).

6. Products with factory-applied serial numbers that have been altered, defaced, or removed in any way.

Other clarifications

1. This guide only applies to products sold within Mainland China (excluding Hong Kong, Macau, and Taiwan regions).

2. Willsenton is not responsible for any additional promises made by dealers to customers regarding the products and their accompanying software and hardware equipment beyond this service commitment.

3. Invoices, receipts, and screenshots of first-hand transaction records from online purchases (including the store name, product model, purchase date, and order number) can all be warranty-proof.

4. The right to interpret this “After Sales Service Guide” belongs to Zhuhai Willsenton Audio Equipment Co..

5. This “After Sales Service Guide” will be implemented from September 1, 2019.

6. Regarding the explanation of international warranty services.

Other

Willsenton has been authorized to distribute in many countries/regions worldwide. In each country/region, the authorized import distributors assume responsibility for the warranty for their products. Warranty service should be obtained at the time of product purchase.