After-sales Policy

This after-sales policy outlines the warranty, return, replacement, technical support, and spare-parts service provided by Zhuhai Core Smart Equipment Co., Ltd for all POS terminals, cash registers, printers, barcode scanners, and related hardware purchased from us.

1. Warranty Coverage

We provide a standard 12-month warranty for all hardware products from the date of delivery, unless otherwise stated in your proforma invoice or sales contract. The warranty covers defects in materials and workmanship under normal use.

2. Return & Replacement Terms

We accept returns and replacements under the following conditions. Customers must contact our sales team to obtain a Return Merchandise Authorization (RMA) number before shipping any items back.

• Dead on Arrival (DOA): If the product is non-functional upon arrival, report it within 7 days of receipt for a free replacement or refund.
• Defects within warranty: We will repair or replace the defective unit at our discretion after receiving the returned item.
• Wrong item: If the product received does not match your order, we will cover return shipping and send the correct item.
• Customized/OEM orders: Non-standard customized products are not eligible for return unless there is a confirmed quality defect.

3. Technical Support

Our technical support team provides remote assistance for software configuration, driver installation, SDK integration, and troubleshooting. Support is available via email, WhatsApp, Skype, and online meeting tools.

• Free remote technical support during the warranty period.
• Software/firmware update guidance and documentation.
• SDK, API, and integration consulting for development partners.

4. Spare Parts & Repairs

We maintain a spare-parts inventory for common components including printer mechanisms, screens, batteries, and scanners. Out-of-warranty repairs are available at cost; a quotation will be provided before any repair work begins.

5. OEM & ODM Service

For bulk and OEM/ODM orders, we offer tailored after-sales service agreements including extended warranty, priority technical support, and dedicated account management. Specific terms are defined in the signed project contract.

6. Claim Process

To submit a warranty or after-sales claim, please send an email to sales@core-smart.cn with the following information:

• Order number or invoice number
• Product model and serial number (if available)
• Detailed description of the issue
• Photos or videos showing the defect