Classification of Product Warranty Status

Group A: Warranty

- Timeframe: The product was shipped to customer within the last 12 months.

- Condition: The product must be original seal intact (or equivalent original condition).

- Issue: The problem is caused by a manufacturing or product defect, not by misuse, crash, natural disasters, or other external damage.

- Handling: Gremsy will cover the inspection, repair or replacement, and return shipping costs.

Note: Customer is responsible for the shipping cost to send the product to Gremsy.

Group B: Partial Warranty

- Timeframe: The product was shipped within the last 12 months (or in some special cases, after 12 months).

- Condition: The product must be original seal intact (or equivalent original condition).

- Issue: The damage is caused by user-fault, such as crash, incorrect power connection, or improper firmware modification.

- Handling: Gremsy will waive all labor and repair service fees. Customer only pays for replacement parts and two-way shipping.

Note: The Customer Support (CS) team will provide a quotation for the replacement parts before the repair begins. 

Group C: No Warranty

- Applicable To: Products that are out of warranty.

- Coverage: The customer is responsible for all costs, including replacement parts, repair service fees, and shipping.

Group D: DOA - DEAD ON ARRIVAL

- Definition: The product exhibits a mechanical or electronic failure right from the first few uses within the DOA timeframe.

- DOA Timeframe: Within 14 days from the delivery date.

- Issue: The fault is determined to be a manufacturing defect or a severe functional failure, and not due to damage during shipping or customer misuse.

- Condition: The product must be original seal intact (or equivalent original condition).

- Handling: Replacement (must be informed from CS Team)

DOA Handling Procedure

- Error Confirmation: Customer records a video showing the issue when powering on the product for the first time. CS team prioritizes remote inspection (via video) to obtain confirmation of the fault status from the QC team.

- Replacement: If the product is confirmed as DOA, the Sales team will send a brand-new replacement to the customer.

- Return of Defective Product: After receiving the replacement, the customer must return the defective product to Gremsy JSC

- Inspection: Once Gremsy receives the defective product, the QC team will inspect it, repair it if needed, and perform a root cause analysis.

Need assistance?

If you have any questions about the repair process, please contact the Gremsy Customer Support Team at support@gremsy.com. We are happy to assist you throughout the entire RMA process.