Warranty Policy
Under proper use and reasonable maintenance, coverage begins on the original order delivery date.
1. Coverage
| Category | Parts | Repair warranty |
|---|---|---|
| Core hardware | Sensors and controller board | 12 months |
| Non-core parts | Textile glove, sensor cables, connection cables, data/charging cable, and Hub | 6 months |
If an inherent performance fault occurs within 10 days after shipment to the user and Forsense confirms the fault, the user may choose repair or free replacement. This applies to core and non-core hardware.
Software functions within the contract scope receive free updates and technical support, including system upgrades and remote diagnosis. Requests outside the contract scope may be charged separately.
2. Service Process
- Report the issue through the customer manager or support channel and cooperate with remote diagnosis.
- Confirm the return address with after-sales support. After shipment, provide a clear tracking number and return address.
- The device is inspected after receipt. A confirmed in-warranty quality issue is repaired or replaced free of charge; a replacement may be new or equivalently refurbished.
- The sender normally pays outbound shipping. Cash-on-delivery shipments may be rejected.
- Inspection and a handling decision are completed within five business days after receipt, with progress updates provided.
Contact sales or the customer manager for the current receiving address.
3. Exclusions
Free warranty does not cover:
- Expired coverage.
- Misuse, drops, liquid ingress, or unauthorized disassembly/modification.
- Failure caused by ignoring usage or maintenance instructions.
- Natural disaster or force majeure.
- Altered, damaged, or unreadable serial numbers or labels.
- Unauthorized repair, modification, or firmware flashing.
- Damage caused by non-original power supplies, cables, or accessories.
- Other conditions determined not to be an inherent product-quality issue.
4. Special Terms
- Warranty service is available only in the country or region of original purchase.
- Back up configuration, calibration, and capture data before service. Forsense is not liable for data loss, business interruption, or other indirect loss caused by product failure or repair.
- Follow Cleaning and Disassembly. Unauthorized electronic-module disassembly or liquid exposure may affect warranty eligibility.
Before Requesting Service
Prepare the serial number, hand side, purchase/delivery information, HumanHand and firmware versions, reproduction steps, logs, LED photos/video, and any recent upgrade, cleaning, drop, transport, or cable-replacement history.