After-Sales Service Policies

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After-Sales Service Policies

NOTE: To guarantee your legal rights, please check whether your product is intact (in case of damage during transportation) when signing for it. If the product has a defect, please file a claim with the carrier and report it to us within thirty (30) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.

Part I – General Terms

NOTE: To guarantee your legal rights, please check whether your product is intact (in case of damage during transportation) when signing for it. If the product has a defect, please file a claim with the carrier and report it to us within seven (7) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.

1. What is Covered

The warranty period for a product starts from the day once your product has been received, or otherwise be specified by Poolmate. The warranty period and types of after-sales service that apply to your product are as specified in “Part II - Types of After-Sales Service” below.

2. How to Obtain After-Sales Service

If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting Poolmate.

support01@poolmatebot.com (Europe)

support02@poolmatebot.com (Asia and Oceania)

support03@poolmatebot.com (America and Africa)

(How to contact Poolmate: https://poolcleaner.chasing.com/pages/contact-us)

Additional charges may apply outside Poolmate’s normal service areas. Please contact Poolmate for information specific to your location.

3. What to do Before Obtaining After-sales Service

Before obtaining after-sales service, the following steps must be taken:

√ Backup all data contained on your product’s SD card.

√ Remove all data, including confidential information, proprietary information and personal information, from the product. Or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. Poolmate shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service.

4. What Will Poolmate Do

Please contact Poolmate and specify your problem. Poolmate will attempt to diagnose and resolve your problem by telephone, e-mail or online chat. Poolmate may guide you to download and install particular software updates.

If your problem cannot be resolved over the telephone or through the application of software updates, you may be required to send the product to Poolmate for further examination. Poolmate will arrange for service under the type of warranty service designated for the product under “Part II - Types of After-Sales Service” below if the problem with your product is covered by these After-Sales Policies. Otherwise, you may have to apply for customer-paid repair service.

5. Product and Part Replacement

When after-sales service involves the replacement of a product or part, the replaced product or part becomes Poolmate’s property and the replacement product or part becomes your property.

Note: Only unaltered Poolmate products and parts are eligible for replacement.

Replacement products/parts provided by Poolmate may not be new but will be in good working order and at least functionally equivalent to the original product/part. The replaced part/product enjoys the same warranty during the remaining warranty period of the original part/product. Some replaced parts/products may come with a new S/N.

6. What This After-Sales Policy Does NOT Cover

This policy does not cover the following:

× Damage caused by a non-authorized service provider.

× Damage or loss caused by subjective use or/and uncontrollable external factors including collision, tsunami, biological swallowed or cable fault, etc.

× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.

× Damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.

× Damage or loss caused by a forced use when components have aged or been damaged.

× Damage or loss caused by operating the unit with a low-charged or defective battery.

× Damage or loss caused by incorrect use out of maximum safe range and depth.

× Products or parts with an altered identification label or from which the identification label has been removed.

× Products not purchased through Poolmate official website or Poolmate designated dealer.

7. Limitation of Liability

When providing service, Poolmate is responsible for loss or damage to your product only while it is in Poolmate's possession or in transit, if Poolmate is responsible for transportation.

Poolmate is NOT responsible for loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product.

Under no circumstances, and notwithstanding the failure of essential purpose of any remedy set forth herein, shall Poolmate, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability: 1) third party claims against you for damages; 2) loss, damage or disclosure of your data; 3) special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of Poolmate, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.

The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which Poolmate is liable under law.

As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.

Part II – Types of AFTER-SALES Service

Poolmate guarantees that, subject to the following conditions,

(a) Return & Refund Service

(b) Replacement Service

Please contact Poolmate or your authorized Poolmate dealer for more details.

1. Return & Refund Service

All-Inclusive 30-Day Money-Back Guarantee

Undamaged products may be returned for a full refund for any reason within 30 calendar days from the date of delivery. After receiving and inspecting the item, Poolmate will process your refund.

* Returns must include all original attachments, manuals and other accessories in package.

* Items must include original packaging.

*For non-quality-related warranty claims, the buyer is responsible for shipping costs. Poolmate will only refund the cost of the product itself.

* Returns may be rejected if items do not include all accessories or the original package.

You can request Return & Refund Service:

√Within thirty (30) calendar days of receiving a product if the product has a manufacturing defect, including all original attachments, manuals and other accessories in package, and is still in new or like-new condition.

√Apply for refund can only be applicable to return service from the original purchase channels.

√Orders placed on Poolmate official website can be cancelled before shipping, upon customers’ request.

*Any loss(such as loss caused by changing exchange rate, etc.) incurred in such cases is covered by customers.

Return & Refund Service will not be provided where:

× It is requested beyond thirty (30) calendar days of receiving a product. The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase.

× A product sent to Poolmate for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents, scratches or tears.

× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

× A product is not sent to Poolmate within thirty (30) calendar days after Return & Refund Service confirmation is sent from Poolmate.

× return service applied from not the originally purchased channels.

× Proof of damage during transit issued by the carrier cannot be provided.

× Other circumstances stated in this policy.

NOTE: To guarantee your legal rights, please check whether your product is intact (in case of damage during transportation) when signing for it. If the product has a defect, please file a claim with the carrier and get their damage proof and provide it to us within thirty (30) days of signing for the package; or it will be deemed that the product you signed for is intact and fully functional.

Using this term means the customer agrees that damage was caused in transit and not Poolmate’s fault. Poolmate will use this term and file a claim with the carrier, if necessary.

2. Replacement Service

You can request Replacement Service:

√ Within thirty (30) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.

√ Within thirty (30) calendar days of receiving the product if the product suffers performance failure.

Replacement Service will not be provided where:

× Service is requested more than thirty (30) calendars days after receiving a product.

× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.

× A product sent to Poolmate for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.

× A product is found to have no defects after all appropriate tests are conducted by Poolmate.

× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.

× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.

× Received product has not been sent back to Poolmate thirty (30) calendar days after replacement confirmation from Poolmate. Poolmate will acquiescence to the right of the customer to give up the exchange of goods.

× Proof of damage during transit issued by the carrier cannot be provided.

× Other circumstances stated in this policy.

3. Warranty Repair Service

*Warranty period may vary according to local laws and regulations.

Main parts of Poolmate products have various warranty periods. A list of types of main parts and their respective warranty periods can be found at Warranty Policy.

NOTE: Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, paintings, etc.). Poolmate will not be responsible for any damage or loss that may occur to these customized decorations and items.

You can request Warranty Repair Service where:

√ The product must not have been subjected to abnormal or unauthorized used, as intended by the manufacturer during the warranty period.

√ No unauthorized disassembling, modification or installation has been performed on the product or a component.

√ You provide a valid proof-of-purchase, receipt or order number (for Poolmate Direct Sales).

Warranty Repair Service will not be provided where:

× Damage caused by a non-authorized service provider.

× Damage or loss caused by incorrect use or/and uncontrollable external factors including collision, tsunami, biological swallowed or cable fault.

× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.

× Damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.

× Damage or loss caused by a forced use when components have aged or been damaged.

× Damage or loss caused by operating the unit with a low-charged or defective battery.

× Damage or loss caused by using out of maximum safe range and depth.

× Products or parts with an altered identification label or from which the identification label has been removed.

× A product has not been sent back to Poolmate thirty (30) calendar days after warranty service confirmation from Poolmate. Poolmate will acquiescence to the right of the customer to give up the exchange of goods.

× Other circumstances stated in this policy.

4. Other Essential Information

√ The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase. Please refer to Warranty Policy for the warranty period for your product/part and products/parts in your country.

√ Customers are responsible for shipping costs when sending product(s) for return, repair or replacement. Poolmate will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, Poolmate will bear the cost for refund, replacement, or repair and shipping cost of return to customers. Otherwise if product issue is not covered in warranty or not within the warranty period, customers will bear the cost for detection, replacement, repair and shipping cost of return to customers.

√ If Poolmate determines that the issue in question is not covered by this Poolmate After-Sales Policy, you will have to apply for Customer Paid Repair Service. Poolmate will not start repair until you agree to the cost for repair quoted by Poolmate. If you disagree with the cost for repair, Poolmate will return the product(s) with you burdening the cost of return shipping and any other fees incurred(such as inspection fee, etc.).

√Product/part that cannot be repaired might be replaced with a refurbished product/part. Poolmate guarantees that such replacement is in good working condition. If no refurbished product/part available, Poolmate will provide new product/part as replacement. A replaced product or part may come with a new S/N.

√ Please be aware that user-generated data may be lost during the repair process of the product. We therefore recommend that you back up your data before returning your product.

√ Customers can obtain warranty service only at a designated Poolmate repair center in the region where the product was purchased. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge. For example, if a customer in Region A wants to send in their products to a designated Poolmate repair center in the Region B without Poolmate’s permission, the customs duty, customs clearance, and other costs incurred will be covered by the customer.