Returns and warranty

Return freight on a 20 kg chassis from the United States to China costs more than most of the parts inside it. Pretending otherwise would be dishonest, so here is the actual policy.

Covered

• Dead on arrival. Board or chassis faulty out of the box — we replace the part and pay the freight on it. Report within 14 days of delivery with photographs or video of the fault.
• Wrong configuration. If the unit does not match the written quote, the mistake is ours and we fix it at our cost.
• Transit damage. We file the carrier claim; see shipping for the photograph you must take first.

Not covered

• Handset wear. The phones in a farm build are used devices by definition — that is what makes the price possible, and it is stated on every product page.
• Damage from overloaded power circuits or unstable mains.
• Software: what you install on the handsets, and any account or platform consequences of running it.
• Change of mind after dispatch. The freight is already spent.

How a claim works

Send the order number, photographs or a short video of the fault, and the serial from the board. We answer with either a replacement part shipped free, or a written explanation of why the claim falls outside the list above. No claim is closed without an answer in writing.