After-sales & Warranty

When customers purchase equipment, what they truly care about is not just “factory quality” but “who is responsible if something goes wrong.”

This page defines NiuBoL’s warranty coverage, RMA process, repair lead time, and long-term service commitments — to set a clear and trustworthy expectation for after-sales support.

Q1: What is the warranty period and what does it cover?

The standard warranty period is 12 months from the date of delivery.
The warranty covers manufacturing defects and material failures under normal use.
It does not cover damage caused by human error, incorrect installation, overvoltage/overcurrent, or operation beyond the specified conditions (such as lightning strikes, submersion in liquids, or mechanical abuse). 

Q2: How can I apply for repair or return (RMA)? What is the process?

The RMA process is as follows: 

Contact our sales or after-sales team via email, WhatsApp, or support ticket.

Provide the device serial number, purchase information, fault description, and photos/videos.

Our technical team diagnoses the issue remotely (usually within 24 hours).

If repair is required, we issue an RMA number and provide return instructions (address, packaging requirements).

We inspect, repair, and return or replace the unit as appropriate.

Q3: How long does the repair process take?

Remote troubleshooting typically takes 24–72 hours.
For return-to-factory repairs, the standard turnaround time is 15–30 working days, depending on fault complexity and spare parts availability.
Urgent repairs can be prioritized with expedited service (subject to contract or additional fee).

Q4: Who pays for the shipping cost of returns?

If the issue is confirmed as a manufacturing defect within warranty, the international shipping cost is usually covered by NiuBoL or handled according to the contract terms.
For non-warranty or user-induced issues, both the return and reshipping costs are borne by the customer.

Q5: Do you offer on-site repair or technical support?

Yes. For large-scale projects or long-term contracts, we can provide on-site technical service or engineer dispatch (subject to region, travel days, and workload).
For most cases, we first offer remote support to assess whether on-site intervention is necessary.

Q6: What is your spare parts policy?

We keep a permanent inventory of common spare parts, including sensor modules, power units, and interface boards.
NiuBoL guarantees at least 5 years of spare parts supply for all standard products.
If a model is discontinued, we will offer a compatible replacement solution and notify customers in advance.

Q7: Do you provide firmware or software updates after delivery?

Yes. We periodically release firmware and cloud software updates to fix known issues and improve system stability.
Updates are classified as:

Critical/security patches (priority updates)

Feature upgrades (optional improvements)

We inform customers in advance and provide guidance or remote assistance for installation.

Q8: How do you handle after-sales disputes (e.g., responsibility identification)?

All disputes are handled based on:

Factory test records

Customer’s installation and usage evidence

Communication logs

Our technical team conducts an objective evaluation to identify responsibility.
Once confirmed, compensation or repair is performed according to the contract and warranty policy.

Q9: Do you offer long-term maintenance contracts or service plans?

Yes. We provide customized annual maintenance agreements for project and enterprise customers.
These include:

Scheduled calibration and inspection

Priority replacement of spare parts

Preventive maintenance

Guaranteed response time

Ideal for large-scale deployments and government or enterprise projects.

Q10: How can I prevent common failures? Do you provide maintenance manuals?

Yes. Each product package includes a maintenance manual detailing:

Maintenance intervals

Electrical and mechanical inspection points

Cleaning and calibration guidelines

We also provide training sessions and online demonstrations to help clients establish local maintenance procedures and minimize downtime.

Q11: What if the product fails after the warranty period?

For out-of-warranty repairs, we charge based on labor hours and spare parts.
We provide a cost estimate in advance, and repairs are carried out only after customer approval.

Q12: How can I extend the product lifetime or reduce failures?

Follow our installation and operation guidelines:

Select the proper model and range for your application

Perform regular calibration

Ensure proper grounding and lightning protection

Maintain good enclosure sealing and ventilation

Clean sensor surfaces periodically

We can also provide maintenance SOPs and training for your technical team.

Q13: How do you ensure efficient after-sales support for large deployments?

For large-scale projects, we recommend signing an SLA (Service Level Agreement) that defines:

Response time

Spare parts inventory level

Replacement and repair strategy 

We can also establish local spare parts depots or authorize regional repair partners to shorten turnaround time and enhance service efficiency.

NiuBoL’s Promise:
Fast response, transparent warranty, long-term partnership. We treat after-sales service not as a cost, but as a commitment to reliability.