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Warranty and Service Policy

1. Warranty Coverage​

Houou Smart (hereinafter referred to as "the Company") guarantees that all TeleXperience series products are eligible for the following warranty services under normal use and proper maintenance (starting from the original order delivery date):

  • Hardware Warranty:

    • Core Components:
      Electronic parts such as VR headsets, IMU sensors, TeleSuit/TeleBox mainboards, routers, etc. are covered for 12 months.
    • Non-core Components:
      Structural parts like the fabric of motion capture suits, IMU casings, TeleSuit/TeleBox enclosures, etc. are covered for 6 months.

  • Software Support:

    • Free software updates and technical support (including system upgrades and remote diagnostics) are provided during the warranty period.
    • After the warranty period, software support may incur additional charges.

2. Warranty Service Process​

  1. Submit a Request:
    Apply for warranty service via the official website or by contacting your sales representative.
  2. Issue Diagnosis:
    • Enterprise users: Technical support will respond within 12 hours.
    • Standard/Professional users: Response within 48 hours.
    • Diagnosis will be conducted remotely whenever possible; device return may be arranged if necessary.
  3. Repair or Replacement:
    If a quality issue is confirmed, repair or replacement will be provided. Replacement products or parts may be new or refurbished with equivalent performance.
  4. Logistics:
    During the warranty period, shipping costs for returning and sending products are covered by the Company; after the warranty period, these costs are borne by the user.

3. Exclusions​

The following are not covered by the warranty:

  • Products beyond the warranty period.
  • Damage caused by human factors (misuse, drops, liquid ingress, unauthorized disassembly or modification).
  • Failure to follow the Usage Guidelines resulting in device malfunction.
  • Damage caused by natural disasters (fire, lightning, flooding, etc.).
  • Products with altered, removed, or unreadable serial numbers or labels.
  • Repairs, modifications, or firmware flashing by unauthorized service providers.
  • Issues caused by using non-original power supplies, cables, or accessories.

4. Special Notes​

  • Warranty services are only valid in the country or region of original purchase.
  • For products repaired or replaced during the warranty period, the warranty is either the remainder of the original period or 90 days from the repair/replacement date, whichever is longer.
  • The Company is not responsible for data loss or other indirect damages resulting from product failure.