Warranty & RMA Policy

WARRANTY CONDITION

Products sold through Shenzhen JinCan Network Co., Ltd. (JinCan Network), are covered by warranties against manufacturing defects; artificial damage is strictly excluded.

The Distributor and Reseller starts the warranty period from the original date of purchase. The warranty period of all products is 12 months from the payment date.

Réseau JinCan distributors/resellers have the Serial Number of products to confirm their warranty. When you need to return the product, please contact your distributors/resellers and ask for a Return Merchandise Authorization number (RMA#), write down the RMA# and problem of the product on the RMA form, put a copy of the RMA form together with the RMA item to return it.

No warranty service is provided unless the product is returned to an authorized distributor/reseller in the region where the product was first shipped by JinCan Network which may have regional specific warranty implications.

Limited Hardware Warranty

JinCan Network products are warranted to be free for manufacturing defects in materials and workmanship starting from the date of delivery. This limited hardware warranty does NOT cover:

Usage that is not in accordance with product instructions.
Failure to follow the product instructions.
Abuse firmware upgrade without the authorized technician’s guidance.
Artificial damage.

Warranty Forfeiture

Warranty is void under the following conditions:

Purchase from an unauthorized distributor or reseller.
Mishandling, improper use, or defacing the product.
Physical damage, alteration (either internally or externally), or improper/inadequate packaging when returned for RMA purposes.
Damage resulting from accident, dismantle, abuse, or service/modification by someone other than the appointed vendor.
The spare part has exceeded the period of warranty.
Damage due to improper working environment or operation (e.g., improper temperature, humidity, unusual physical or electrical stress, interference, power fluctuation, static electricity, using wrong power adapter, etc.).
Damage caused by improper installation of third-party products.
Damage caused by force majeure (e.g., earthquake, fire, lightning, flood, etc.).

REPLACEMENT & REPAIR SERVICES

Replacement Services

Timeframe: Replacement is accepted within two months from the shipping date. Please contact your distributors/resellers to follow their specific policy.
Inspection: Our technicians will inspect all returned items. If the product is found to be in working condition, the same item will be returned. Customers shall be responsible for all shipping & handling charges incurred for returning functional units.
Defective Units: If products are found defective, we will replace the product and assume the shipping cost for sending the replacement unit back to the customer.
Substitutes: If we are unable to provide a replacement for the original item, you will have the choice of a “Substitute” item of equal value.
Warranty Balance: Replaced products are warranted for the remaining balance of the original warranty period.

Repair Service Out of Warranty

JinCan Network provides repair services for products out of warranty for a fee. The total fee includes device cost (parts/accessories) et service fee.

Our technicians will quote the total price after detecting the product.
If the customer refuses to repair after the quotation, JinCan Network has no obligation to keep the RMA item(s).
Repaired products (out of warranty) obtain a 3-month warranty starting from the date the product is returned to the customer.

CHARGES

JinCan Network maintains a S/N and MAC address database for all sold products to verify warranty status accurately.

Shipping Charges

In Warranty:
1. Defective rate < 5% per shipment: Customer undertakes the local cost and freight back to JinCan Network. JinCan Network undertakes the local cost, repair fee, and freight cost back to the customer.
2. Defective rate 5% – 20%: JinCan Network undertakes the repair fee and the freight cost both ways.
Out of Warranty: Customer must undertake custom duties (both sides), repair fees, parts fees, and freight costs both ways.

Repairing Charges

In Warranty: JinCan Network will not charge any repairing fee.
Out of Warranty: Customer pays according to the “Repair Cost Confirmation,” including component costs and labor costs.

PROCEDURES

Please follow these guidelines before sending any RMA item to JinCan Network:

1. Return Material Authorization (RMA) Form

Contact your JinCan Network sales manager or support engineer to obtain an RMA number. If you cannot reach your contact person, please email: jincan@jincan.net
Fill out the RMA Form in its entirety and place it inside the box with the returned item(s).
Send a digital copy of the RMA request form to JinCan Network via email.
Important: To avoid unnecessary freight costs, return the authorized item(s) WITHOUT any accessories (adapters, batteries, internal boxes, etc.).
Our After-sales team will process your request upon arrival.

2. Payment for Out-of-Warranty Repair

Customers must pay the repair charge within 5 working days of receiving the confirmation.
JinCan Network has no obligation to keep RMA item(s) if the customer does not sign back the “Repair Cost Confirmation” form after 30 days.

3. Return of Repaired Item(s)

JinCan Network will inform the customer when the repair is finished.
The customer must provide the return collection address within 3 working days.
JinCan Network has no obligation to keep repaired item(s) after 30 days from the date the customer was notified.