- DOA 15 Days PolicyJune
DOA Return and Refund Policy and Process
- Return Requirements for DOA Machines:
- Offline Agent Customers Returning DOA Machines:
∙ All DOA machines must be returned in their original packaging. Machines that have been privatelydisassembled will not be reimbursed.
∙ All accessories (adapters, data cables, etc.) must be returned with the DOA machines. ∙ Privately disassembled machines will not be reimbursed.
- Processing Returned DOA Machines:
∙ Once the DOA machines are returned to the designated location, failure analysis engineers will analyzethereasons for the defects and retain relevant information.
- Handling Privately Disassembled Machines:
∙ Privately disassembled machines will follow the standard Oscal after-sales refurbishment processandwill notbe accepted for return or refund.
∙ OSCAL factory will repair these devices, and customers will need to pay for the repair service.
d. Confirmation of Common Defects in DOA Returns:
∙ If the common defects in normal DOA returns are confirmed to be valid, the quality department will assignresponsibility to the supplier.
∙ Responsibility will be determined within 15 working days of receiving the returned machine.
e. Allowable Error Rate for DOA Returns:
∙ An error rate of up to 15% is allowed for DOA returns. Beyond this rate, the OSCAL after-salesrefurbishmentprocess will apply, with the sales team coordinating with the customer.
Note: DOA machines refer to devices sold and activated by agent customers within 15days.
- After-Sales Policy and Process for DOA Exceeding 15 Days but Within the 5-YearWarrantyPeriod:
- Customer Submission of Information:
∙ Customers need to provide the model name, quantity, activation date, customer feedback date, SNcode,anddetailed fault description in the form.
∙ Distributors need to provide detailed photos and videos.
- OSCAL Team Inspection and Analysis:
∙ The OSCAL team will inspect and analyze the provided photos and videos and offer correspondingfreespareparts to guide the repair.
- Handling Devices That Cannot Be Repaired:
∙ If the device cannot be repaired, the customer should provide the relevant information and sendthedevicetoour German or American warehouse for repair.
∙ OSCAL will provide free accessories as well as round-trip shipping costs
