PaxieBot Product Warranty Policy

PaxieBot provides a 12-month warranty for its devices, beginning on the date the customer receives the product. During the warranty period, if a device malfunctions due to defective materials, workmanship, or an inherent product quality issue, we will assist the customer with troubleshooting and provide appropriate repair support.

To facilitate routine maintenance, we may include certain commonly used spare parts with the device, such as a power supply, data cable, belt, or noise-reducing pads. The specific types and quantities of spare parts included are subject to the packing list provided with the shipment. Any complimentary spare parts included with the device do not affect or extend the original warranty period of the device.

How to Request Warranty Service

If you experience a problem with your device, please contact the PaxieBot team through one of the following channels:

• Email: paxiebotsupport@paixikeji.cn
• WhatsApp: +86 191 4780 4479

When requesting warranty service, please provide your order information, device model or serial number, a description of the issue, and photos or videos that clearly show the problem. This information will help us assess the issue as quickly as possible.

Warranty Service Process

The PaxieBot team will first assist the customer in diagnosing the issue remotely.

For warranty issues that can be resolved by replacing a component, PaxieBot will provide the required repair component free of charge. We will assist the customer with the replacement or repair through videos, photos, written instructions, or real-time online guidance.

Replacing a component in accordance with instructions or online guidance provided by the PaxieBot team will not be considered unauthorized disassembly or modification.

If the issue cannot be resolved through remote guidance or component replacement, we will assess the condition of the device and consult with the customer to arrange further repair or another appropriate warranty solution. The proposed solution will be confirmed with the customer before it is carried out.

Warranty Costs

For issues confirmed by PaxieBot to be covered under this warranty:

• Components required for repair or replacement will be provided free of charge.
• PaxieBot will cover the standard shipping cost of sending the repair components to the shipping address associated with the original order.
• Any import duties, value-added tax, customs clearance fees, remote-area surcharges, or local labor costs arising from the shipment or repair will be determined separately based on the applicable order terms and the circumstances of the case.

For issues confirmed not to be covered under this warranty, the customer will be responsible for the cost of repair components, shipping, and any other applicable service charges. PaxieBot will explain the relevant charges and obtain the customer’s confirmation before shipping any components or providing paid repair services.

What Is Not Covered

The following circumstances are generally not covered by the free warranty service:

• Failure to use, install, or maintain the device in accordance with the product manual or operating instructions;
• Use of a power supply, voltage, wiring, or supporting equipment that does not meet the device requirements;
• Damage caused by drops, impacts, liquid exposure, fire, lightning, or other external factors;
• Disassembly, modification, or repair performed without authorization or guidance from PaxieBot;
• Damage caused by improper storage, secondary transportation, or handling;
• Normal wear, deterioration, or consumption of consumable or wear-prone parts;
• Removal, damage, or illegibility of the device serial number or product label; or
• Any malfunction or damage occurring outside the warranty period.

If damage to a consumable or wear-prone part is confirmed to have resulted from a defect in materials or workmanship rather than normal wear and tear, it will remain covered under this Warranty Policy.

Additional Terms

The repair or replacement of any device component during the warranty period will not restart or extend the original warranty period. A repaired or replacement component will be covered for the remainder of the original device warranty period, unless otherwise required by applicable law.

This Warranty Policy does not limit any statutory rights available to customers under the applicable laws of the country or region in which the product is sold. If any provision of this Warranty Policy conflicts with mandatory local law, the applicable mandatory law will prevail.

 

• Contact for Warranty Support
• Email: PaxieBotSupport@paixikeji.cn