After-Sales Service Policy

Updated in August 2025

This warranty policy is designed to protect the legitimate rights and interests of consumers and to provide an efficient and convenient after-sales service experience. We assure that no term of this policy shall exclude or limit any statutory rights of consumers under applicable laws and regulations, nor shall it reduce or exempt EMEET from any legal liabilities.

This policy is strictly formulated in accordance with relevant national laws and regulations to ensure its legality, fairness, and enforceability. In the event of any inconsistency between this policy and legal provisions, the law shall prevail, and this policy shall be implemented within the legal framework. If any term of this policy is deemed invalid or unenforceable by a competent authority, the validity of the remaining terms shall not be affected.

This warranty policy constitutes the complete statement of our guarantee regarding product quality and replaces all other express or implied warranties, including but not limited to implied warranties of merchantability or fitness for a particular purpose.

1. Scope of Application

  • This after-sales service policy applies to EMEET products purchased through official channels for personal use;
  • For products sold by authorized third-party platforms, please contact the respective seller for repair, return, or exchange services;
  • Resold or non-personal use products are not covered under this service policy.

2. Warranty Service Commitment

  • The warranty period is calculated from the date of product receipt, as follows:
    • Conference cameras, live streaming cameras, headphones, speakers, webcams: 2 years;
    • Accessories (such as cables, brackets, etc.): 6 months.
  • Scope of warranty: Performance failures due to materials or manufacturing processes under normal use conditions fall within the scope of this warranty service. We will provide free repair or replacement services.
  • When applying for warranty service, valid proof of purchase must be provided, including but not limited to:
    • Purchase order number;
    • Screenshot of purchase date;
    • Official invoice.
    Please ensure that the information is clear and verifiable to facilitate prompt processing.

3. Principles of Repair and Replacement

To ensure your user experience, we provide professional and efficient repair or replacement services based on the actual condition of the product.

Repair Principles

During the warranty period, if the product exhibits non-human-induced quality issues, we will prioritize inspection and repair. If technical evaluation confirms that the product cannot be repaired or the repair cost is excessively high, affecting usage efficiency, we will replace it with the same model or a functionally equivalent fully functional product.

Replacement Principles

  • Priority is given to replacement with a new product of the same model;
  • If the original model is discontinued or out of stock, a functionally equivalent or superior alternative model will be provided to ensure normal use;
  • Replaced products may have minor appearance differences but will meet factory performance standards.

Warranty Period Calculation After Replacement

For replaced products, the warranty period continues from the original purchase date and is not recalculated. If the remaining warranty period is less than 3 months, it will be automatically extended to 3 months from the date of replacement to protect your service rights.

Ownership of Faulty Parts

Faulty components replaced during repair belong to EMEET and will not be returned with the product. This helps us continuously improve product quality and enhance technical reliability. Replaced parts will become your property.

4. Return and Exchange Policy

We respect and support the legitimate rights and interests of consumers. Return and exchange services are implemented in accordance with relevant national laws and regulations and this policy.

Conditions for Return Returns may be requested under any of the following conditions:

  • 7-day no-reason return: Within 7 calendar days from the date of product receipt, the product remains in new condition, with packaging, accessories, gifts, manuals, labels, etc., complete and undamaged, without affecting resale;
  • Return due to quality issues: Within 7 calendar days from the date of receipt, the product exhibits non-human-induced performance failures, confirmed upon verification;
  • Other special circumstances complying with national "three guarantees" regulations, mutual agreements, or legal provisions.

Conditions for Exchange:

  • Exchange due to quality issues: Within 15 calendar days from the date of receipt, the product exhibits non-human-induced performance failures;
  • Other circumstances eligible for exchange as confirmed by EMEET customer service or under applicable laws.

Conditions Not Eligible for Return or Exchange Return or exchange services will not be provided under the following circumstances:

  • Beyond the return/exchange application period;
  • Inability to provide valid proof of purchase, or documentation has been altered or forged;
  • Product and accessories, packaging, manuals, etc., are not returned complete, or show human-induced damage, signs of use, residual data, etc., affecting resale;
  • Unauthorized disassembly, modification, repair, or damage to waterproof labels, serial numbers, anti-counterfeit labels, etc.;
  • Damage caused by improper use (e.g., dropping, water ingress, high temperatures, squeezing, misuse, etc.);
  • Virtual products, gifts, or special products confirmed as ineligible for return/exchange;
  • Technical testing confirms no quality issues or non-compliance with return/exchange standards;
  • Failure to ship the product within 7 days after return/exchange application, or damage during logistics without proof of damage;
  • Product damage caused by force majeure (e.g., fire, flood, traffic accidents, etc.).

We always handle each service request with sincerity and professionalism. If you meet the conditions, please contact us promptly, and we will fully assist you in completing the return or exchange process.

5. Accessories and Consumables Policy

To ensure the overall user experience, accessories and consumables are subject to independent warranty service rules, as follows:

Warranty Period

All accessories (e.g., charging cables, adapters, microphone array modules, base brackets, etc.) and consumables (e.g., ear cushions and other consumable parts) have a warranty period of 6 months from the date of product receipt.

Replacement Conditions

Within the warranty period, if accessories fail to function properly due to material or workmanship defects, they may be replaced free of charge with a new product of the same model or equivalent function upon verification. Failures due to normal wear and tear, human-induced damage, improper use, or failure to follow instructions are not covered under warranty.

Special Notes

Gifts, promotional accessories, and consumable materials (e.g., dust plugs, stickers, etc.) are not covered by warranty services.

6. After-Sales Service Process

To help you quickly obtain support, we provide multiple channels for warranty applications. Please follow the steps below, and we will process your request as soon as possible:

Applying for Warranty Service

During the valid warranty period, if non-human-induced performance failures occur, please contact us through any of the following methods to apply for warranty service:

  • Official email: support@emeet.com (recommended);
  • Official website: Submit an application via the after-sales service page on the EMEET website;
  • Customer support: Obtain assistance through online customer service on the website or via service email.

We will respond within 1-2 business days after receiving the application and provide further guidance.

Information Required

To expedite processing, please prepare and provide the following information when applying:

  • Product serial number (SN code, usually located on the product itself or the packaging);
  • Valid proof of purchase (order screenshot, invoice, etc., including purchase date and channel information);
  • Detailed description of the issue (photos or videos are recommended).

Mail-In Service Guidance

After confirming eligibility for warranty service, we will provide you with a designated shipping address and a mail-in label (if applicable). Please note:

  • Use secure and reliable packaging when returning the product to avoid damage during transit;
  • Important: Before shipping the product, be sure to back up and erase all personal data. EMEET is not responsible for data loss that may occur during the mail-in repair process;
  • Do not include valuable accessories or personal items with the product.

Inspection and Processing Time

After the product arrives at the service center, we will conduct a professional inspection, usually completed within 3-5 business days. If confirmed to be within the warranty scope, repair or replacement will be arranged, and the product will be returned to you as soon as possible. The overall service cycle generally does not exceed 10 business days (excluding round-trip logistics time). Eligible European customers may enjoy fast refund processing; customers in other regions will be handled case by case based on actual circumstances.

Logistics Cost Explanation

  • - Shipping to the service center: For warranty repairs due to quality issues, users in China will be provided with a prepaid shipping label by EMEET. Users in Europe who meet the warranty conditions may apply for a refund without the need to return the product, and the product may be disposed of at the user’s discretion. For users outside the above two regions, EMEET will handle the matter through consultation based on the actual situation;
  • Return shipping after repair: For repairs or replacements due to product quality issues, return shipping costs will be borne by EMEET;
  • If inspection confirms the product is not under warranty, or if warranty is void due to human-induced damage or lack of valid proof, return shipping costs will be borne by the user.

7. Other Important Terms

To protect your rights and clarify service boundaries, please note the following terms:

Data Security and Privacy Statement

  • EMEET values your data security. Before sending a device for repair or replacement, be sure to back up and erase all personal data (e.g., recordings, configuration information, etc.) from the device;
  • We are not responsible for any data loss or leakage resulting from failure to back up data. All repair operations adhere to privacy protection standards, and unauthorized access to user information is strictly prohibited.

Service Support Policy for Discontinued Products

For products that are discontinued but still within the warranty period, we will continue to provide:

  • Technical repair support;
  • Usage guidance;
  • If repair is not possible, replacement with a functionally equivalent available model;
  • For other solutions, please contact customer service for support.

Cross-Regional Use and Warranty Explanation

This after-sales service policy applies only to products used within the country or region of purchase. Due to differences in product configurations, certification standards, and service resources across regions, if the product is taken or shipped to a non-purchase region (i.e., "cross-border use"), the original warranty service will automatically become void.

  • EMEET after-sales service centers only accept warranty applications from within the purchase region;
  • If you seek support in another country or region, free warranty service may not be available, and related repairs or inspections will be treated as out-of-warranty services at the user's expense;
  • If you actively ship the product to an EMEET designated repair center for cross-regional repair, resulting international shipping costs, tariffs, customs clearance procedures, and taxes shall be solely borne by the user;
  • We recommend that you choose localized sales versions at the time of purchase and use and maintain the product within your region.

If you have questions about service support in specific countries/regions, please contact the EMEET customer service team for detailed mail-in guidance.

Service Hours and Contact Information

  • Customer service email: support@emeet.com (available year-round, response within 1-2 business days)
  • Official website: https://emeet.com/ →SUPPORT→POLICY→After-Sales Service Policy
  • Online customer service: Weekdays 9:00–18:00 (Beijing Time)

Policy Version and Update Notification

  • This after-sales service policy will be optimized and adjusted based on laws and regulations and service upgrades;
  • The latest version will be published on the "SUPPORT→POLICY→After-Sales Service Policy" page of the EMEET official website;
  • Major changes will be communicated to users through official website announcements, etc.;
  • After policy updates, the new rules will apply to service applications for products still within the warranty period after the effective date of the change.