Insta360 Luna Ultra

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After-Sales Service Policy

This document respects your legal rights as a consumer and does not limit them in any way. Insta360 will fulfill all its obligations to you as required by law. If any part of this policy conflicts with the law, we'll adhere to legal requirements wherever possible. If any section of this policy is found to be invalid or unenforceable, the rest of the policy remains effective. This document outlines all the guarantees we offer for our products, replacing any other warranties or conditions, whether they are explicitly stated or implied, such as those related to quality or suitability for a specific use.

• 1. Scope of Policy

• 1. This After-Sales Service Policy is only applicable to Insta360 products sold through official channels.
• 2. Products sold through third-party platforms authorized by Insta360 are solely eligible for in-warranty repair services. Insta360 is not responsible for returns or exchanges for these purchases. For return or exchange services and inquiries, please contact the specific third-party seller directly.
• 3. This service policy applies exclusively to Insta360 products purchased directly for personal use and does not cover products intended for resale.

2. Return and Exchange Policy

Customers are eligible to return a product under any of the following conditions:

• √ 15-Day Unconditional Return: You have 15 calendar days from receipt to return the product, providing it is in its original condition and fully functional. The product itself, along with its original packaging, accessories, gifts, manuals, trademark labels, etc., must be intact and undamaged, and must not affect resale.
• √ Return Due to Quality Issues: You can return the product within 15 calendar days if it fails to work properly due to a fault that isn't caused by human damage or misuse.
• √ Returns are also eligible if required by relevant laws, as per any agreements with us, in situations recognized by Insta360, or as outlined in this policy.

Customers are eligible to exchange a product under any of the following conditions:

• √ Exchange Due to Quality Issues: If the product has a performance issue that is not caused by misuse or human damage, you can exchange it within 15 calendar days of receiving it.
• √ Exchanges are also eligible if required by relevant laws, as per any agreements with us, in situations recognized by Insta360, or as outlined in this policy.

Returns and exchanges are not eligible under the following circumstances:

• × The product return and exchange period has passed.
• × The product was not sold by Insta360, valid proof of purchase is missing, or purchase documents have been forged or altered.
• × The product's appearance or functionality does not meet the standards required for a return or exchange, including failure to return all items contained in the original packaging, such as the product itself, original packaging, accessories, gifts, manuals, trademark labels, invoices, etc., or any human-caused damage to the appearance.
• × The product has undergone unauthorized repairs or modifications, or the product certification mark, label, serial number, waterproof mark, anti-counterfeit label, or packaging has been tampered with or altered.
• × The product shows irreversible signs of use or retains unauthorized information or data traces.
• × The product has quality issues not inherent to the product itself, due to collisions, damages, unauthorized modifications, foreign objects (water, oil, sand, etc.) due to human factors, incorrect installation, or failure to follow the instructions.
• × The product is damaged or fails due to force majeure factors such as fire, flood, lightning, or traffic accidents.
• × Damage occurred during return/exchange transportation without a damage certificate from the carrier.
• × Items confirmed as non-returnable or exchangeable at purchase, such as virtual goods, audiovisual products, computer software, and other digital goods.
• × Upon inspection by Insta360, the product is found to be without quality issues or does not meet the standards for return or exchange.
• × The return/exchange wasn't sent within 7 calendar days after service was confirmed or another specified timeframe by Insta360.
• × Other conditions as stated by relevant laws and this policy.

3. Warranty Policy

⑴ Applying for Warranty Services

• You can apply for warranty service if your product has a performance issue that is not caused by misuse or human-caused damage and is still within the warranty period. You'll need a valid proof of warranty to proceed. The warranty period begins the day after you receive the product. For specific warranty durations for main parts, please refer to the Warranty period of main parts. If you cannot provide proof of purchase or other valid evidence, the warranty will start 90 days from the factory date on the product, unless Insta360 specifies otherwise. If the warranty period ends on a public holiday, it extends to the next business day after the holiday.

⑵ Supported Warranty Certificates

• Insta360 ensures that products bought from us are free from material and workmanship defects under normal use during the warranty period. To qualify for warranty service, customers need to provide a valid purchase proof or receipt, either paper or electronic. To apply for free warranty service, you must meet the following conditions:
• √ Use the product as intended and within its specified warranty period, without issues due to misuse or human-caused damage;
• √ Avoid disassembling, modifying, or adding parts that aren’t in the official manuals;
• √ Provide valid proof of purchase, receipt, and order number.

⑶ Exclusions from Warranty

• This warranty does not cover any non-Insta360 branded hardware products or any software (even if packaged or sold with Insta360 products). Software distributed by Insta360 (including but not limited to system software) is not covered by this warranty, regardless of whether it bears the Insta360 brand logo unless such software affects the normal operation of Insta360 products. Insta360 does not guarantee that its products will operate without interruption or errors. Insta360 is not responsible for damages caused by failing to comply with product instructions, data loss, or damage caused by the product.

You will not be eligible for free warranty service and you will need to pay relevant fees under the following circumstances:

• × The product is outside of its warranty period;
• × Damage from unauthorized changes or attempts to open a product that isn't in the manual;
• × Damage from self-installation or repair attempts not following official guidance;
• × Natural wear and tear of consumable parts like batteries and protective films;
• × Cosmetic damage, including but not limited to scratches, dents, and damage to ports;
• × Damage caused by using third-party parts or accessories;
• × Product failure or damage due to accidental factors or human error, including but not limited to water immersion, shock, drop, burned printed circuit boards, and damaged functional components;
• × Damage from force majeure, like earthquakes, fires, or unstable voltage;
• × Damage or water ingress caused by incorrect installation, use, and operation not guided by the manual;
• × Damage from services provided by non-Insta360 representatives;
• × Normal aging and wear of products;
• × Damage caused by circuit modifications not guided by official manuals, or improper use of batteries and chargers;
• × Products with missing or obscured serial numbers;
• × When you fail to disable passwords or security measures preventing unauthorized use of Insta360 products and cannot prove you are the authorized user (e.g., by showing proof of purchase);
• × Any software programs, whether pre-installed or installed later;
• × When no action is taken within 7 calendar days after contacting Insta360 for warranty service near the end of the warranty period.

⑷ Service Fees

• Insta360 will examine returned products. If the product has performance issues not caused by human factors and is within the warranty period, Insta360 will handle the repair and cover both the shipping to and from their facility. If, after inspection, the product is not eligible for free repair, Insta360 will charge a fee. This fee includes the cost of inspection, any necessary parts, labor, and shipping. If the product doesn't qualify for free repair, customers can decide to either pay for the repair service or have the original device sent back to them without repair.

⑸ Warranty Quality Assurance

• 1) If your product is fully replaced within the warranty scope (not including accessories), the warranty period for the new product will be recalculated according to the Three Guarantees Law.
• 2) If parts are replaced, the main unit will continue with its original warranty period. If less than 90 days are left in the warranty, the period will extend to 90 days. Replaced parts will be covered by the longer of the remaining main unit warranty or a 90-day warranty..
• 3) Parts or accessories replaced outside of the warranty have a 90-day limited warranty.

4. Product and Parts Replacement Instructions

• 1) Replacement products or components provided by Insta360 might not be brand new, but they will be in good working condition and perform as well as the original items. These replacements will have the same warranty coverage as the remainder of the warranty period for the original product. Each replacement product or component will receive a new serial number (S/N).
• 2) Insta360 will determine whether to repair or replace products based on the specific issue. Replaced parts or products will belong to Insta360 to help maintain lower service costs, while the replacement parts will become your property. If laws require Insta360 to return the replaced parts to you, you agree to cover the full cost of the repair or replacement items.

5. Insta360 Solutions

• (1) When you reach out to Insta360's after-sales customer service, please provide a detailed description of the issue you are experiencing with your product.
• (2) Insta360's technical support team will attempt to diagnose and resolve your issue through phone, email, or remote assistance. They may guide you to download and install specific software updates. If the problem cannot be resolved remotely after consulting with the technical support team, you'll need to send the product back to Insta360 for further inspection.

6. Limitation of Liability

• Insta360 is responsible for the loss or damage of products only in the following situations: when products have been officially delivered to and are in the custody of Insta360, or if Insta360 arranges the transportation of the products.
• Insta360 is not liable for any loss or disclosure of data contained in products, including confidential, proprietary, or personal information.
• Insta360 and its affiliates, suppliers, distributors, or service providers are not liable under any provision of this document, regardless of whether the terms fulfill their essential purpose. This applies irrespective of whether the claim is based on contract, warranty, negligence, strict liability, or another legal theory, even if advised of the potential for such situations, including:
• (1) Claims for damages brought against you by a third party;
• (2) Loss, damage, or disclosure of your data;
• (3) Special, incidental, indirect, or consequential damages, including but not limited to the loss of profits, business revenue, opportunities, goodwill, reputation, and anticipated savings. The total liability of Insta360 and its affiliates, suppliers, distributors, or service providers is limited to the actual direct damages you have suffered, not exceeding the amount paid for the product, regardless of the cause of damage.
• These limitations do not apply to personal injury (including death) for which Insta360 is legally liable, nor to compensation for the loss of real or tangible personal property, except when personal or property damage results from actions and/or omissions not attributable to Insta360.

7. Other Rights

• (1) For consumers protected under the consumer protection laws or regulations of their country of purchase or residence, Insta360's limited warranty offers additional rights and benefits. These rights and remedies are supplementary to, and may exceed, those provided by the warranty, as dictated by these consumer protection laws.
• (2) Under European consumer laws, consumers are entitled to a repair or replacement free of charge by the seller of defective goods or goods which do not conform to the contract of sale. Furthermore, the consumer may require an appropriate reduction of the price or have the contract rescinded, if the consumer is entitled to neither repair nor replacement, or if the seller has not completed the remedy within a reasonable time, or if the seller has not completed the remedy without significant inconvenience to the consumer or refund by the seller, of defective goods or goods which do not conform with the contract of sale. However, the consumer is not entitled to have the contract rescinded if the lack of conformity is minor. For additional information on consumer laws and particularities in the country of purchase or, if different, the country of your residence, please visit the : European Consumer Centre website.

8. Additional Notes

• (1) The return, exchange, and warranty services during the warranty period may vary depending on product differences across countries or regions. Insta360 may not offer after-sales services in certain areas, and out-of-scope services may incur charges. For specific information, please contact the Insta360 after-sales service team.
• (2) Due to differences in product versions, Insta360 products do not support a global warranty and can only be serviced at designated regional repair centers. If a repair is needed at a designated repair center outside the purchase region, Insta360 will decide how to proceed based on local inventory availability, offering only paid services. *In the event of any conflict between this policy and the Service Terms for Insta360 Care Service.
• (3) If you wish to return products across countries or regions, any customs duties, clearance fees, and other associated costs will be your responsibility. For more details and specific repair and return guidelines, please contact Insta360.