Warranty & Return Policy | Lingdeer

This page outlines Lingdeer’s official Warranty & Return Policy for all electronic products purchased directly from lingdeer.com, including security cameras, AI smart hardware, new energy products and related accessories. This policy applies to both B2B business customers and B2C consumer customers. We strictly comply with EU consumer protection laws and US FTC regulations to safeguard customer rights while maintaining reasonable seller protections. This document shall be read together with our Terms and Conditions and Privacy Policy.

For the purpose of this policy:

• “Consumer / B2C Customer”: an individual purchasing products for personal, household, non‑commercial use.
• “Business / B2B Customer”: a company, organisation or individual purchasing products for resale, commercial or business use.

1. Warranty Period

This Limited Warranty is only valid for products bought through our official online store, excluding third‑party marketplace purchases.

1.1 Warranty Duration

• New Products (Security Cameras, Translators, Smart Hardware): 12‑month limited warranty from the date of delivery.
• Certified Refurbished Products: 6‑month limited warranty from the date of delivery.
• Clearance & Final‑Sale Products: No manufacturer warranty; only DOA (Dead on Arrival) support within 7 days of delivery.

1.2 Replacement Warranty Term

Replaced products are covered for the remainder of the original warranty period or 30 days from the date of replacement, whichever is longer.

1.3 Warranty Eligibility

This warranty is limited to direct purchases from our official website. For products purchased via third‑party platforms (Amazon, eBay, Walmart, etc.), please contact the original seller for warranty‑related services.

1.4 Warranty Start Date

The warranty period commences on the date of delivery to the original purchaser.

2. Warranty Exclusions

This warranty does NOT cover the following scenarios:

• Damage caused by misuse, abuse, unauthorized disassembly, modification or repair.
• Damage from improper installation, power surges, voltage mismatch, or water damage exceeding the product’s IP rating.
• Damage from drops, physical shocks, extreme temperatures, natural disasters or other force majeure events.
• Products with tampered serial numbers, broken factory seals, or removed anti‑counterfeit labels.
• Lost or stolen products, regardless of purchase channel.
• Consumable accessories (cables, mounts, power adapters) damaged by normal wear or user negligence.
• Products purchased from unauthorized resellers or uncertified distributors.

3. Return & Refund Policy

3.1 Return Window

• EU Customers: Statutory 14‑day right of withdrawal from delivery (valid for unused, unopened, factory‑sealed items only).
• US & Global Customers: 30‑day return window from the date of delivery.

All return requests submitted beyond these periods will be rejected outright without exception.

3.2 Refund Eligibility

Refunds are approved only if all of the following conditions are satisfied:

• Return request is submitted within the valid return window.
• Product is unused, unopened and factory‑sealed (EU withdrawal) OR in like‑new condition with intact original packaging.
• All original accessories, user manuals, cables and retail packaging are included in full.
• Product serial number matches our internal order records.
• Product is returned using a trackable shipping method with valid tracking information.

3.3 Non‑Returnable Items

The following items are ineligible for return or refund under any circumstances:

• Opened software, digital licenses, downloadable firmware or activation codes.
• Custom‑configured or personalized smart hardware devices.
• Clearance, flash‑sale and final‑sale items (clearly marked “All Sales Final” on product pages).
• Used, installed or tested electronic products.
• Gift cards and store credits.

3.4 Partial Refunds & Restocking Fees

We reserve the full right to deduct applicable fees for opened, damaged or non‑qualifying returns, including:

• Opened but unused electronics: 20% restocking fee.
• Missing accessories: Deduction of the full retail value of missing parts.
• Damaged original packaging: 10% deduction from the refund amount.
• Used or tested products: Up to 30% depreciation fee based on product condition.

3.5 Refund Processing

• We inspect all returned items and notify customers of approval or rejection via email.
• Approved refunds are processed to the original payment method within 3–5 business days (EU orders: within 14 days as required by mandatory local law).
• Original shipping fees, taxes and duties are non‑refundable, unless the return is caused by our error (wrong item shipped, DOA product, manufacturing defect).
• Refunds will only be issued after we receive and complete inspection of the returned merchandise.

4. Exchange Policy

• Exchanges are only approved for defective or DOA products within the valid warranty period; exchanges for non‑defective reasons (change of mind, wrong purchase) are strictly prohibited.
• We only exchange for the same model and specification. If the model is discontinued, we reserve the right to replace it with a product of similar functionality and market value.
• We reserve the sole discretion to replace with new or factory‑refurbished units that pass full quality inspection.
• Customers must provide clear photo/video proof of the defect and a valid order number or Proforma Invoice number to initiate an exchange.

5. Shipping Responsibilities for Returns & Exchanges

5.1 Returns for Personal Reasons (Change of Mind)

• The customer is fully responsible for all return shipping costs.
• Return shipping fees are non‑refundable and will be deducted from the final approved refund amount.
• We recommend trackable shipping and insurance for high‑value items; we are not liable for lost, stolen or damaged return packages in transit.

5.2 Returns for DOA or Manufacturer Defects

• Within 30 days of delivery: We cover return shipping costs for verified manufacturing defects.
• After 30 days of delivery: Customer covers return shipping; we cover outbound shipping for the replacement item.
• We do not cover customs duties, taxes, VAT, brokerage fees or any cross‑border charges under any circumstances.

5.3 General Rules

• Returns will not be accepted without prior written RMA authorization.
• We do not accept collect shipments, COD packages or personally delivered returns to our warehouse.

6. RMA (Return Merchandise Authorization) Process

All returns and warranty claims require an approved RMA; unauthorized returns will be rejected immediately.

1. Submit a warranty/return request to support@lingdeer.com with: order number / Proforma Invoice number, product serial number(s), and photo/video proof of defect or return reason.
2. Our support team will troubleshoot the issue and issue RMA approval only if the request meets eligibility criteria.
3. Customers must provide valid proof of purchase for verification.
4. Return the product to the designated address provided in the RMA approval email, using a trackable shipping method.
5. Upload the valid tracking number by replying to the RMA approval email.
6. We process refunds or replacements only after receiving and inspecting the returned item.

Additional RMA Rules

• RMA requests are valid for 30 days from the date of approval; unfulfilled returns within this period will be voided.
• Please remove all personal storage media (SD card, SIM card, HDD, etc.) before returning the product. We are not responsible for data loss or unreturned storage components.
• Unauthorized returns will be held at our warehouse with no obligation to return the item to the sender.

7. Gift Returns

• If the order was marked as a gift and shipped directly to the recipient: Approved returns will be issued as store credit (no cash refunds).
• If the order was not marked as a gift: Refunds will be issued exclusively to the original purchaser/payment method.

8. Special Provisions for B2B Business Customers

• Statutory consumer cooling‑off / withdrawal rights do not apply to B2B commercial purchases.
• Warranty, return and remedy terms shall prevail according to your signed Proforma Invoice or sales contract.
• Any claim for defective goods must be notified in writing within the claim period agreed in your contract. Returns without prior written RMA approval will be rejected.
• Custom‑OEM, custom‑programmed project products are non‑returnable unless manufacturing defects are confirmed by us in writing.
• Remedies for valid defects may include repair, replacement or partial credit according to contract terms. Full refunds for B2B orders are only granted under conditions explicitly agreed in writing.

9. Disclaimer & Limitation of Liability

Subject to mandatory local consumer protection law:

• For B2B transactions: Our total liability shall not exceed the total amount paid under that transaction. We are not liable for indirect, consequential or lost profit damages.
• For B2C consumers: Nothing in this policy shall exclude liability for death, personal injury or fraud required by applicable consumer law.

This policy is governed by the laws of the People’s Republic of China. Disputes will first be resolved by friendly negotiation. If negotiation fails, disputes shall be submitted to the competent courts in Shenzhen, China. For B2C consumers residing in EU or other regions with mandatory consumer law, local mandatory consumer protection legislation shall remain applicable.

10. Updates to this Warranty & Return Policy

We may update this Warranty & Return Policy periodically to reflect legal, operational, or service changes. The revised version will be posted on this page with an updated “Last updated” date. Continued use of lingdeer.com constitutes acceptance of the updated policy.

11. Contact Information

SHENZHEN LINGLU INTELLIGENT TECHNOLOGY CO., LTD.

Support Email: support@lingdeer.com

RMA Return Address: Room 906, Factory Building No. 1, Jinxinnuo, No. 50 Baolong Second Road, Baolong Community, Baolong Subdistrict, Longgang District, Shenzhen, Guangdong, China

Response Time: 12–24 business hours (Monday‑Friday, excluding public holidays)