Warranty Policy
5.1 Warranty Coverage
Under normal operation and reasonable maintenance, the warranty period starts from the original delivery date of the order. If the contract or project agreement defines different terms, the contract takes precedence.
| Category | Components | Repair warranty period |
|---|---|---|
| Core hardware | Sensors, main control board, wrist electronics | 12 months |
| Non-core parts | Glove body, cables, straps, joystick, and general accessories | 6 months |
If a product-performance fault confirmed by inspection appears within 10 days of delivery, the customer may apply for repair or replacement through the after-sales process.
5.2 Warranty Service Process
- Provide the device ID, hand side, purchase information, and issue description.
- Provide the application version, firmware version, logs, and required photos or videos.
- Follow support instructions for remote diagnosis, return repair, or replacement.
- Repeat zero-bias and motion calibration after service.
The sender normally bears the outbound shipping cost, and collect shipments may be refused. After the device arrives, inspection and handling confirmation are usually completed within five working days. Contact sales, the account manager, or the support contact for the current return address.
5.3 Exclusions
The following cases are not covered by free warranty service:
- The warranty period has expired.
- Damage caused by drops, compression, liquid ingress, incorrect charging, or improper use.
- Faults caused by operating outside the documented usage, upgrade, cleaning, or maintenance procedures.
- Unauthorized disassembly, modification, repair, or firmware flashing.
- Serial numbers, labels, or hand-side markings are altered, damaged, or unreadable.
- Damage caused by natural disasters, force majeure, or issues confirmed not to be product-quality faults.
5.4 Special Terms
- Back up configuration, calibration files, and captured data before sending the device for service.
- Firmware upgrades, cleaning/reassembly, and cable replacement must follow the official workflow. Secondary damage from incorrect handling may affect warranty determination.
- If the project includes cross-region delivery, spare-part support, or on-site service, the project contract or after-sales addendum takes precedence.
Before Requesting Service
- Device ID and hand side
- PICO system, teleoperation application, and firmware versions
- Reproduction steps, logs, photos, and videos
- Most recent upgrade, cleaning, or shipping record