We stand behind every product we ship. This policy explains what is covered, how long it is covered, and exactly how to file a claim — so you can resolve any issue quickly and without back-and-forth.
1. Warranty Period
The warranty period starts from the Bill of Lading (B/L) date — or, for shipments without a B/L (e.g. by courier), the waybill date — unless a different starting point is stated in your Sales Contract / Proforma Invoice.
Warranty periods vary by product category and are stated in your Sales Contract / Proforma Invoice. For the warranty period applicable to any specific product, please contact your sales representative or our service team (see Section 7) and we will confirm it for you.
A part or unit replaced under warranty carries the remaining original warranty period, not a new one.
Important: any clause in this policy is subject to the terms of your Sales Contract. Where this policy and the contract differ, the contract prevails.
2. Coverage & Exclusions
We stand behind every delivery: product quality, order accuracy and the shipping arrangements we control.
Covered:
- Quality defects — as defined below.
- Wrong quantity — goods received do not match the quantity on the packing list.
- Wrong items — goods received do not match the items ordered.
- Wrong delivery address — goods shipped to an incorrect address due to our error.
- Transit damage by the carrier specified by us — damage incurred in transit when the shipment was arranged through a carrier of our choice.
Definition — Quality Defect: a quality defect means: (i) a non-conformity in the materials or workmanship of a product that existed at the time of delivery; or (ii) any failure of the product to achieve the functions or performance requirements agreed in advance, when the product is used within the operating environment specified in the user manual or technical specification. In both cases, the assessment is made against the specifications and performance data stated in the product documentation and the sales contract.
Not covered:
- Transit damage by the carrier specified by the customer — if you arrange your own carrier / forwarder, transit risk lies with you from the point of handover, per the Incoterms® of your contract.
- Misuse, overload, or operation contrary to the user manual — including connection to an incorrect voltage or power supply.
- Repairs or modifications by unauthorized third parties.
- Normal wear and tear, consumables, and parts with a limited service life.
- Failures caused by force majeure or site conditions outside the specified operating environment.
- Customized / OEM products — not returnable or exchangeable except for confirmed manufacturing defects.
- Products with tampered, altered, or removed serial numbers.
Why this matters: when we arrange the shipping, we take responsibility for it. When you arrange your own carrier — as in FOB contracts with your own forwarder — the goods are handed over to your carrier at the port, and transit risk passes to you from that point. Insuring the shipment is recommended in this case.
3. Claim Procedure
To get a claim resolved in the shortest possible time, please follow these four steps. The more evidence you provide up front, the faster our technical team can decide.
Step 1 — Notify us
Contact your sales representative first and provide: photos, a short video of the fault, the product serial number / batch number, together with the order number, B/L number, invoice number, a description of the fault and usage records. Please notify us as soon as possible after receiving the goods; latent defects covered by the warranty can be raised at any time within the warranty period.
Step 2 — Technical analysis by our team
Our engineers assess the evidence. If needed, we may ask you to return a sample for inspection; the freight for returning the sample at this stage is covered by us.
Step 3 — Agree the resolution plan
Once the issue is confirmed as a valid quality claim, we discuss the compensation plan with you and resolve the claim in one of four ways:
- Resend (with return) — we ship replacement goods and you return the defective goods;
- Refund (with return) — we refund the goods and you return the defective goods;
- Refund (without return) — we refund the goods and you keep or dispose of the defective goods;
- Repair — we repair the defective goods and return them to you.
For any confirmed quality issue, round-trip freight and handling costs are borne by Onlumi. If a claim is rejected, we will state the reason in writing.
Step 4 — Close-out
Once the resolution is shipped or credited, we close the case and share tracking / credit notes with you for your records.
4. Service Response Standards
| Step | Our Commitment |
|---|---|
| Step 1 — Notify us | Claim acknowledged within 12 hours (business days) |
| Step 2 — Technical analysis | Analysis conclusion within 3 business days (where a sample must be returned, sample transit time not included) |
| Step 3 — Agree the resolution plan | Compensation plan proposed within 1 business day after the issue is confirmed |
| Step 4 — Close-out | Refund completed within 1 week after the plan is agreed; lead time for resend or repair depends on the actual product model and quantity, as agreed in the resolution plan |
5. Returns & Replacement (RMA)
- RMA required: no goods may be returned without a Return Merchandise Authorization (RMA) number issued by us. Goods returned without an RMA number will be refused.
- Quality-related returns within the warranty period are accepted after our review confirms a manufacturing defect.
- Non-quality returns (order errors, change of mind) are accepted only with our prior written consent, and all costs are borne by the buyer.
- Customized products are not returnable unless the defect is confirmed.
- Returned goods must be inspected upon receipt; any shortage or damage in return transit is the buyer’s responsibility.
| Situation | Return Freight (to us) | Dispatch Freight (to you) |
|---|---|---|
| Confirmed quality defect (in warranty) | Paid by Onlumi (incl. handling costs) | Paid by Onlumi |
| Non-quality return | Paid by buyer | Paid by buyer |
6. Limitation of Liability
- To the maximum extent permitted by law, we are not liable for indirect or consequential damages, including lost profits, production downtime, loss of data, or damage to goodwill.
- Our total liability arising from any claim shall not exceed the contract value of the product lot concerned, unless otherwise agreed by both parties — where such an agreement exists, the agreement prevails.
- Nothing in this policy excludes or limits liability that cannot be excluded under applicable law (e.g. mandatory consumer protection rules in certain jurisdictions).
Note: for sales into the EU, USA or Australia, mandatory statutory warranty rights may apply to end users. This policy applies to business customers; where local law is stricter, the law prevails.
7. Contact Our Service Team
We reply to every enquiry. To reach us fastest, include your order number in the subject line.
| Service Email | [email protected] — Claims & technical support |
| WhatsApp / WeChat | +86 18926493560 — Available during business hours |
| Telephone | +86 755-2376 7460 |
| Business Hours | Monday–Friday, 9:00–18:30 — GMT+8 (Beijing time) |