Warranty Policy
1. Standard Warranty Coverage
OrangeHorse Electronic Technology Co., Ltd. (“OrangeHorse” or “we”) stands behind the quality of our products. All OrangeHorse sensors and IoT devices come with a comprehensive warranty to ensure your peace of mind.
1.1 Warranty Period
- Standard Products: 24 months from the date of purchase
- Industrial-grade Products: 36 months from the date of purchase
- Custom/OEM Products: As specified in your contract
1.2 What Is Covered
Our warranty covers:
- Manufacturing defects in materials and workmanship
- Sensor accuracy drift within specified tolerances
- Electronic component failures under normal operating conditions
- Firmware defects that affect product functionality
- Enclosure defects (cracks, seal failures)
2. Warranty Exclusions
The warranty does NOT cover damage or failure resulting from:
- Improper Installation: Installation not following our guidelines
- Physical Damage: Impact, crushing, or physical abuse
- Environmental Exposure: Use outside specified temperature/humidity ranges
- Unauthorized Modifications: Repairs or modifications by non-authorized personnel
- Misuse: Use for purposes other than intended design
- Force Majeure: Natural disasters, fire, flood, lightning
- Normal Wear: Consumable parts (batteries, protective films)
- Corrosion: Damage from corrosive chemicals or environments
3. Warranty Claim Process
3.1 How to File a Claim
To initiate a warranty claim, please contact us with:
- Product model and serial number
- Proof of purchase (invoice or order number)
- Detailed description of the issue
- Photos or videos demonstrating the defect (if applicable)
- Shipping address for replacement
3.2 Claim Evaluation
- We will acknowledge your claim within 2 business days
- Technical support may request additional diagnostic information
- A preliminary assessment will be provided within 5 business days
- For complex issues, evaluation may take up to 10 business days
3.3 Resolution Options
Upon verification of a valid warranty claim, we will:
- Repair: Fix the defective product and return it
- Replace: Ship a replacement unit (same or equivalent model)
- Refund: Provide a full or partial refund at our discretion
4. Extended Warranty Program
4.1 Extended Coverage
Customers may purchase extended warranty coverage:
- +1 Year Extension: 20% of original product price
- +2 Year Extension: 35% of original product price
- +3 Year Extension: 50% of original product price
4.2 Extended Warranty Benefits
- Priority technical support
- Free firmware updates
- Annual calibration service (for applicable products)
- Loaner unit during repair (where available)
5. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW:
- Our liability is limited to the purchase price of the product
- We are not liable for indirect, incidental, or consequential damages
- We are not responsible for data loss or business interruption
- Warranty terms may vary by region according to local law
6. Regional Variations
6.1 European Union
- Minimum 2-year warranty as required by EU Consumer Rights Directive
- Additional commercial warranty rights may apply
6.2 United States
- Magnuson-Moss Warranty Act compliance
- State-specific consumer protection laws apply
6.3 Other Regions
Please contact our regional offices for warranty terms specific to your location.
7. Product Registration
Register your product to:
- Activate warranty coverage
- Receive product updates and notifications
- Access exclusive technical resources
- Expedite warranty claims
8. Returns and RMA
8.1 Return Authorization
All returns require a Return Merchandise Authorization (RMA) number:
- Contact support to request RMA
- Receive RMA number and shipping instructions
- Package product securely with RMA number visible
- Ship to designated service center
8.2 Shipping Costs
- Warranty Claims: OrangeHorse covers return shipping
- Non-Warranty Returns: Customer pays all shipping costs
- International: Import duties and taxes are customer’s responsibility
9. Service Centers
Our authorized service centers are located in:
- Shanghai, China (Headquarters)
- Shenzhen, China
- Singapore
- Rotterdam, Netherlands
- Houston, USA
10. Contact Information
For warranty inquiries and claims:
- Email: warranty@orangehorsetech.com
- Phone: +86-139-1873-4576
- Address: Room 612, Building 1, No. 1355 Chengbei Road, Jiading District, Shanghai, China
- Support Hours: Monday-Friday, 9:00 AM - 6:00 PM CST
Last Updated: April 2, 2026