Thank you for choosing New Earth products. We firmly believe that quality is the lifeblood of a product, and service is the soul of a brand. To ensure your peace of mind, we have established the following warranty terms in strict accordance with the Product Quality Law of the People's Republic of China, the Consumer Rights Protection Law of the People's Republic of China, and other relevant laws and regulations, safeguarding your legitimate rights and interests in a legally binding manner.
From the date of product purchase (as indicated on the valid purchase invoice or legally effective sales receipt), the product is entitled to the following warranty services:
Whole Unit Warranty: 12 months. During this period, any performance failure caused by material defects, design flaws, or manufacturing process issues shall be covered by free repair, replacement, or return services.
Core Components Warranty: 24 months for major electronic components. The warranty period for core components extends beyond the whole unit warranty, as specified in the product manual or official website.
Consumables: Consumable items such as batteries, filters, and packaging materials are not covered under the above warranty. However, if they are damaged upon opening at the time of purchase, replacement within 7 days is supported.
During the warranty period and under normal usage conditions (i.e., proper installation, operation, and maintenance in accordance with the product manual), free after-sales service shall be provided in the following cases:
Performance Failure: The product fails to power on or perform core functions (such as charging, rotating, storage, data transmission, etc.), as confirmed to be non-human-induced.
Structural Defects: Natural cracking or severe deformation of the product housing without external force; loosening or detachment of connection parts.
Safety Hazards: Internal leakage, short circuit, abnormal heating (excluding normal operating temperature range), smoke emission, or other safety risks.
Material Issues: Large-scale abnormal peeling, severe fading, or rusting of the product surface coating under normal use (not caused by environmental factors).
We provide a "Three Guarantees" service with the following specific standards:
7-Day Unconditional Return: Within 7 days of receipt, if the product remains unopened or has quality issues, you may choose return, replacement, or repair. Return shipping costs shall be borne by us (unless the return is due to personal preference, in which case the buyer bears the shipping cost, subject to store policy).
15-Day Replacement: Within 15 days of receipt, if the product experiences quality performance failures as described in Section II, you may choose replacement or repair. For replacements, we will provide a new unit of the same model and specifications.
Repair Service: During the warranty period, free repair services are provided for failures not caused by human damage. Repairs are typically completed and returned within [7–15 business days] from receipt of the defective unit.
To protect the rights of both parties, the company shall not assume free warranty responsibility under the following circumstances, even if the product remains within the warranty period. Paid repair services may be provided:
Human Damage: Damage caused by dropping, impact, squeezing, liquid ingress, foreign object entry, incorrect wiring, improper operation (voltage non-compliance, failure to follow manual instructions), etc.
Unauthorized Modifications: Failures resulting from disassembly, modification, repair, or replacement with non-original parts without the company's written authorization.
Force Majeure: Damage caused by fire, flood, lightning, earthquake, abnormal voltage, war, chemical corrosion, or other force majeure events.
Missing Documentation: Inability to provide a valid purchase invoice, receipt, or warranty card, and the product serial number (SN) is damaged, altered, or does not match the physical product, making the warranty period unverifiable.
Normal Wear and Tear: Cosmetic wear, scratches, oxidation, and natural capacity degradation of consumables such as batteries (e.g., shortened battery life is a chemical characteristic and not a performance failure).
To ensure efficient resolution of your issue, please follow the process below:
Issue Reporting: If you encounter a product quality issue, please first contact us via official customer service hotline, online chat, or WeChat official account. Provide the following information: order number/photo of invoice, product model, and description of the issue (with photos or videos).
Failure Confirmation: Customer service will conduct an initial diagnosis online. If factory repair is required, we will provide a return address (or arrange pickup, subject to policy).
Return and Processing: Please package the product properly and include the warranty card and a description of the issue. Upon receipt, we will complete testing within [48 hours] and inform you of the resolution.
Cost Responsibility: If covered under warranty, both-way shipping costs shall be borne by us. If not covered, the user shall bear the cost of repair materials and both-way shipping.
The warranty commitments in these terms apply only to products sold through official channels in mainland China (excluding Hong Kong, Macau, and Taiwan).
Should any inconsistency exist between these terms and the printed warranty card included in the product packaging, the newer version or the terms more favorable to the consumer shall prevail.
To the fullest extent permitted by law, the company's liability is limited to repair, replacement, or refund of the product and does not extend to any indirect losses (such as data loss, business interruption, etc.) arising from the inability to use the product. We recommend regularly backing up important data during use.
We consistently adhere to a customer-centric service philosophy. If you have any questions or suggestions regarding our products or services, please feel free to contact us. Your satisfaction is our relentless pursuit.
