After-Sales Service Policy

Part 1 Warranty Statement

Part 2 Warranty Policy

2.1 General Warranty Policy

2.2 Warranty Periods by Country/Region

• 2-Year Warranty: European Union, Switzerland, Norway, and Iceland
• 1-Year Warranty: For other countries and regions not mentioned above

• 1-Year Warranty or 200 charge cycles, whichever comes first: European Union, Switzerland, Norway, and Iceland
• 1-Year Warranty or 200 charge cycles, whichever comes first: All other countries and regions

• Exterior Components: Hat, Ear, Motion Tracker Wristband
• Protective Components: Protection Plates Pack, Chest Protection Plate, USB Port Protective Cover, Gimbal Protector
• Other Consumables: Wheels, Charging Cable, Action Camera Mount

2.3 Warranty Coverage

2.4 Warranty Exclusions

1. Damage, malfunction, or reduced performance caused by failure to operate, maintain, or store the product in accordance with the official user manual, quick-start guide, safety instruction, app instruction, or other applicable usage requirement.
2. Failure or damage caused by accidents, falls, collisions, crushing, liquid exposure, moisture, sand or debris ingress, stains, corrosion, damage caused by animals, user-caused damage, or other external forces.
3. Failure or damage resulting from use beyond the product’s intended purpose, performance limitations, or safe operating conditions, or from commercial, rental, or other special use not authorized by Mondo Robotics.
4. Failure or damage resulting from unauthorized disassembly, repair, modification, or software alteration by the user or a third party, including modifications to the hardware, components, firmware, or system software.
5. Failure or damage caused by the use of components, accessories, charging equipment, or other third-party products not provided or authorized by Mondo Robotics.
6. Damage caused by force majeure or other causes not attributable to the product, including but not limited to natural disasters, fire, lightning, or flooding.
7. Where the product serial number, device identification code, or other identifying markings have been damaged, removed, altered, or rendered illegible, preventing verification of the product identity or warranty information.
8. Where a valid proof of purchase cannot be provided, or the proof of purchase has been forged or altered.
9. Normal wear and tear resulting from ordinary use, or cosmetic changes that do not affect the normal functionality of the product, including but not limited to wear of components such as tires, exterior scratches, aging of protective components, and normal degradation of battery capacity.
10. The product’s tracking, obstacle avoidance, and other intelligent functions are auxiliary features. Their performance may be affected by factors such as operating speed, lighting, ground conditions, obstacle characteristics, network conditions, third-party services, and other usage conditions. Mondo Robotics does not guarantee that the product will fully detect, assess, or avoid obstacles in environments or use scenarios beyond its designed capabilities, official recommended conditions, or safe operating range. Upon reasonable determination, any functional performance issues or device damage caused by use beyond the product’s design capabilities, officially recommended conditions of use, or safe operating parameters shall not be covered by the warranty.For information on the product’s usage conditions, safety precautions, and functional limitations, please refer to the Safety Statement and User Manual published by Mondo Robotics.

Part 3 Return Policy

3.1 Return Eligibility

1. The product experiences a performance failure under normal conditions of use due to a product quality issue.
2. The product has sustained damage during shipping that materially affects its normal use, and damage documentation issued by the carrier or other valid evidence can be provided.
3. The product’s outer packaging, accessories, gifts, and user manual are complete. The product is free from any user-caused damage and remains in a condition suitable for resale.

3.2 Return Shipping Costs

1. For returns due to product quality issues, Mondo Robotics will cover the related return shipping costs.
2. For change-of-mind returns, the user will be responsible for the related return shipping costs.

3.3 Return Exclusions

1. The return request is submitted after the applicable return period.
2. The product does not meet the condition requirements for a return due to change of mind under this Policy, including if it has been used with visible signs of usage, is missing any items, or has been damaged by the user in a way that materially affects its resale condition.
3. Mondo Robotics determines through inspection that the product failure or issue was caused by user-related factors, or that the product does not have a quality issue, including but not limited to falls, water damage, unauthorized modifications, improper installation, or improper use.
4. The user cannot provide valid proof of purchase or an order record from an authorized purchase channel, or the relevant documentation has been forged, modified, or tampered with.
5. The user fails to ship the product within 15 calendar days after Mondo approves the return request.

Part 4 Replacement Policy

4.1 Replacement Eligibility

1. The product has sustained damage during shipping that materially affects its normal use, and damage documentation issued by the carrier or other valid evidence can be provided.
2. The product received does not match the model, specifications, configuration, or other details stated in the order, including but not limited to incorrect items, missing items, or an incorrect version.
3. The product develops a serious malfunction or has a manufacturing defect under normal use, and Mondo Robotics confirms through inspection that the issue is attributable to the product itself.

4.2 Replacement Shipping Costs

1. For replacements due to product quality issues, manufacturing defects, shipping damage, incorrect items, missing items, or order discrepancies, Mondo Robotics will cover the related shipping costs.
2. If Mondo Robotics determines through inspection that the product does not qualify for replacement and needs to be returned to the user, the user will be responsible for the related shipping costs.

4.3 Replacement Exclusions

1. The replacement request is submitted after the applicable replacement period.
2. Mondo Robotics determines through inspection that the product has no quality issue, or that the product failure or damage was caused by user-related factors or improper use.
3. The user cannot provide valid proof of purchase or an order record from an authorized purchase channel, or the relevant documentation has been forged, modified, or tampered with.
4. The user fails to ship the product within 14 calendar days after Mondo approves the replacement request.

5.4 Warranty for Replacement Products

Part 5 After-Sales Service Process

5.1 How to Request After-Sales Service

5.2 Product Shipping

5.3 Information Required for After-Sales Service

1. Valid proof of purchase;
2. The product serial number (SN);
3. A description of the issue;
4. Other information or materials as needed, including photos, videos, or device logs.

5.4 Available After-Sales Services

1. Remote technical support;
2. Software updates or system troubleshooting;
3. Product repair, including replacement of faulty components;
4. Product replacement, including a replacement with the same model or a product with the same or substantially similar functions.

5.5 Data Use for After-Sales Service

Part 6 Additional Considerations

6.1 Requests for After-Sales Service

6.2 Cross-Regional Warranty Service

1. International shipping costs;
2. Customs duties and related taxes;
3. Labor costs for repair;
4. Replacement parts costs;
5. Other related service costs.

6.3 Shipping and Delivery Information

Part 7 Amendment