If your product does not function as warranted during the warranty period, you may obtain aftersales service by contacting Avance
What to do before obtaining after sales service?
- Follow the procedures provided by Avance by calling our helpline or emailing us the problem
Call our helpline at 6011 1111 0076
Live chat on website www.avancesmarthome.com
Or email us: firstname.lastname@example.org
- Back up all the data on your SD card (Example from your IP camera)
- Try to remove all personal information and data
- Provide us with the passwords if necessary
- If you are not the owner of the product, obtain authorization from the owner for Avance to provide aftersales service.
What will Avance do after receiving your enquiry?
Avance will try to attempt to diagnose or resolve the problem over the telephone. If the problem cannot be resolved, we will provide on-site repair service for the 1st year or you may be required to deliver the product to Avance for further examination by our engineers if exceeds one year.
Use of Personal Contact Information
If you obtain service under this policy, you authorize to store, use, and process your contact information, including name, phone numbers, address, and e-mail address. Avance may use this information to perform service under this policy. We may contact you to inquire about your satisfaction with our service or to notify you about any product recalls or safety issues. In achieve these aims, you authorize Avance to transfer your information to any country where we do business and to provide it to entities acting on our behalf. We may also disclose your information where required by law.
Terms and Conditions
Avance guarantees that, subject to the following conditions, One to One Change and Warranty Repair Service can be requested. Please contact Avance for more details. You will be required to fill out a repair form,
You can request Replacement Service:
√ Within one year (12 months) from calendar days of receiving the product if the product suffers performance failure.
Replacement Service will not be provided where:
× Service is requested more than 12 months calendars days after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to Avance for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by Avance.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
× Received product has not been sent back to Avance 12 months calendar days after replacement confirmation from Avance.
× Proof of damage during transit issued by the carrier cannot be provided.
Warranty Repair Service
All main parts of Avance products comes with one-year warranty from the date of products received.
You can request Warranty Repair Service where:
√ The product must not have been subjected to abnormal or unauthorized used, as intended by the manufacturer during the warranty period.
√ Product labels, Serial Numbers, water damage marks, false proof mark, etc. show no signs of tampering or altering.
√ No unauthorized disassembling, modification or installation has been performed on the product or a component.
√ You provide a valid proof-of-purchase, receipt or order number (for Avance Direct Sales).
Warranty Repair Service will not be provided where:
× Crash or fire damage caused by non-manufacturing factors.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with the official instructions or manuals.
× Damage caused by improper installation, incorrect use or operation not in accordance with the official instructions or manuals.
× Damage caused by unauthorized repair.
× Damage caused by unauthorized circuit modification and mismatch or misuse of the battery or charger.
× Damage caused by flights which did not follow the instruction manual recommendations.
× Damage caused by operation in bad weather (i.e. strong wind, rain, sand/dust storms, etc.).
× Damage caused by operating the unit in an environment with electromagnetic interference (i.e. a mining areas, close to radio transmission towers, high-voltage wires, substations, etc.).
× Damage caused by operating the product in an environment containing interference from other wireless devices (i.e. transmitter, video-link, Wi-Fi signals, etc.).
× Damage caused by operating the unit at a weight greater than the safe takeoff weight as specified by the instruction manuals.
× Damage caused by a flight in which damaged components or components suffering from natural wear and tear were used.
× Damage caused by reliability or compatibility issues when using unauthenticated third-party parts.
× Damage caused by operating the unit with a low-charged or defective battery.
× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
√ On Site service will be provided for 12 months from the date you received the products.
√ If it does not qualify for On Site service, you are responsible for shipping costs when sending product(s) for return, repair or replacement.
√ Avance will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, Avance will bear the cost for refund, replacement, or repair and return the product(s) at our cost to you.
√ If Avance determines that the issue in question is not covered by this Avance After-Sales Policy, you will have to apply for Customer Paid Repair Service. Avance will not start repair until you agree to the cost for repair quoted by Avance. If you disagree with the cost for repair, Avance will return the product(s) with you burdening the cost of return shipping.
√ Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued. Any replaced parts may come with different serial numbers.
√ Please be aware that where a product is capable of retaining user-generated data, such data may be lost during the repair process. We therefore recommend that you back up your data prior to any repair.