Service Terms

General Scope

  • The after-sales policy applies only to AONA terminal products purchased for personal use rather than resale.
  • AONA guarantees that under normal use, the products are free from defects in material and workmanship during the warranty period. The warranty period shall begin from the date you receive the product, or as otherwise stipulated by AONA.
  • AONA and its authorized maintenance centers only warrant products with a valid and activated certificate.
  • From the date of purchase, AONA and its authorized maintenance center will provide 6 free warranty services, applicable only to official channel products (see Warranty Period for details).

How to Obtain After-Sales Service

  • During the warranty period, if the product cannot perform its functions, please contact AONA to obtain after-sales service.
  • AONA may not provide after-sales service in certain regions, and warranty policies may vary by location.
  • Services outside the warranty scope may incur charges. For local details, please contact AONA.

Preparation Before Service

Before requesting service, please ensure:
✔ You follow the official AONA service process.
✔ All functional components, spare parts, optional/altered components, and accessories outside the after-sales scope are removed.
✔ No legal restrictions prevent replacement of the product or components.
✔ If the product is not owned by you, obtain permission from the owner so AONA can provide service.

Service Solutions

  • When contacting AONA, describe the issue in detail.
  • AONA’s technical support team will attempt to resolve the issue via telephone, email, or remote assistance.
  • If unresolved, you may need to return the product to AONA for further inspection. Service will be arranged according to the warranty type of your product (see Part 2: After-Sales Service Type).

Replacement of Products and Components

  • Replaced products/components become the property of AONA. The replacement becomes your property.
  • Only original AONA products and components will be replaced.
  • Replacements may not be brand new, but will be in good condition and equivalent in performance to the replaced parts.
  • Replacements carry the same warranty as the original product for the remaining period and will be assigned a new SN number.

Use of Personal Information

  • To provide warranty service, AONA may use your contact information.
  • We may contact you to confirm service satisfaction, or notify you about recalls/safety issues.
  • You authorize AONA to share information with affiliates, agencies, or regions where AONA operates, if necessary.
  • If required by law, AONA may disclose your information.

Non-Covered Cases (Exclusions)

The warranty does not cover damages caused by:
× Man-made collision or accidental falls (not quality issues).
× Unauthorized refitting, disassembly, or shell opening.
× Incorrect assembly, use, or operation outside official instructions.
× Unauthorized maintenance or unofficial repairs.
× Circuit modifications, improper battery/charger use.
× Use in harsh conditions or with damaged/aged components.
× Insufficient discharge due to low power or faulty battery.
× Continuous running without pause or system errors.
× Accessories/components not specified by AONA.
× Technical support outside warranty (e.g., installation help, setup guidance).
× Products/components with modified or removed labels.
× Normal wear and tear.
× Products missing required maintenance.

Limitation of Liability

AONA is only responsible for loss or damage in the following cases:

  • The product is owned by AONA.
  • The product is transported by AONA.
  • In all other cases (contract, negligence, strict liability, etc.), AONA and its affiliates, suppliers, distributors, or service providers are not liable, even if aware of possible issues. This includes:
  • Third-party claims against you.
  • Loss, corruption, or disclosure of data.
  • Special, incidental, indirect, or consequential damages (including loss of profit, business, goodwill, or savings).
  • Liability is limited to the direct losses actually suffered, and shall not exceed the amount paid for the product.

Exceptions

  • These restrictions do not apply to personal injury (including death) for which AONA is legally responsible.
  • They also do not apply to compensation for loss of immovable or tangible movable property.
  • Some jurisdictions do not allow limitations on incidental or consequential damages, so the above may not apply to you.