This policy applies to REUDYN exoskeleton devices, original accessories, and accompanying hardware and software systems. It outlines warranty coverage, service eligibility, and the process for requesting after-sales support.
When Warranty Coverage Begins
The warranty period begins on the day after purchase. The earliest date shown on the purchase invoice, order record, or electronic receipt is used to determine the purchase date.
Warranty Periods & Coverage
Device & Core Components: 12 Months
Covered components include the exoskeleton’s mechanical structure, main control board, internal circuit boards, left and right motor modules, bearings, rocker arms, joint transmission components, and body support frame.
When the product is used normally and maintained according to official instructions, faults, loss of functionality, or abnormal operation caused by defects in materials, manufacturing, or original factory assembly qualify for free inspection, repair, and replacement with original parts. No labor, inspection, or parts fees apply to covered services.
Battery: 6 Months
Coverage applies to the original lithium battery assembly. During the warranty period, quality-related issues not caused by user damage, including battery swelling, a sudden reduction in runtime, inability to charge or discharge normally, or charging failure, qualify for replacement with a new original part.
Wear Parts: Defects on Arrival Only
Wear parts include adjustment straps, fastening straps, foam pads, lining fabric, bushings, decorative parts, and small fasteners. Except for defects on arrival (DOA), breakage, aging, or functional deterioration arising during normal use is not covered.
Software: Lifetime Maintenance
The official control system, app, and firmware receive free lifetime basic updates, bug fixes, and feature optimization, along with software technical consultation and troubleshooting support.
General Warranty Service Terms
- Warranty service applies only to the original purchaser and to normal use within the product’s intended operating conditions. Warranty rights may not be transferred or lent to a third party.
- For eligible warranty claims submitted within the applicable warranty period, REUDYN covers standard round-trip shipping. Expedited shipping, air freight, and additional remote-area service charges are excluded.
- Faulty parts removed and replaced during service become the property of REUDYN and must be returned as requested.
- If the same fault recurs within 30 days after an official repair, a second repair is provided free of charge, with enhanced replacement-parts support.
- Paid repair services are available for devices outside the warranty period.
What Is Not Covered by Free Warranty Service
- Products or components outside their applicable warranty periods.
- Devices without valid proof of purchase; devices with altered, worn, missing, or untraceable serial numbers; or devices whose model or serial number does not match the warranty documentation.
- Damage caused by use, maintenance, or storage contrary to the official user manual or operating instructions, including overloading, improper starting or stopping, unauthorized parameter adjustments, prolonged storage in damp or corrosive environments, excessive sun exposure, or exposure to rain.
- Damage caused by drops, impacts, crushing, water or dust ingress, immersion in liquid, foreign objects entering the device, misuse, or accidental handling damage.
- Faults, system failures, or component damage caused by unauthorized modification, disassembly, or repair; circuit or mechanical alterations; unauthorized firmware flashing or system circumvention; or use of non-original parts or chargers.
- Normal wear, minor scratches, paint loss, and normal component aging that do not affect the device’s core functionality.
- Impact damage during transportation, handling, or loading and unloading, excluding customer-arranged transportation and non-official logistics.
- Damage caused by fire, earthquakes, floods, lightning, typhoons, or other natural disasters, as well as unstable voltage, electrical faults, external physical damage, or other external environmental factors.
- Damage resulting from testing, rental, commercial display, overloaded industrial operations, or other activities outside the product’s intended use.
How to Request After-Sales Service
- Submit a request through an official support channel or your dealer. Provide the device serial number, proof of purchase, a description of the fault and when it occurs, and photos or videos showing the issue.
- Our after-sales team will verify warranty eligibility, investigate the cause, and determine whether the issue is covered.
- For covered issues, service may include an on-site inspection, return-to-service repair, or parts replacement. For non-covered issues, we will explain the cause, repair cost, and estimated service period before paid work begins, subject to your approval.
- After repair, the device will be adjusted and function-tested before being returned to you.
Additional Services
Paid extended warranty services may be requested before the standard device warranty expires, subject to official service details. Device operation training, routine maintenance guidance, and remote technical assistance are provided free of charge.
Additional Terms
This policy provides general after-sales service standards. If a purchase contract or custom agreement includes specific terms, those specific terms take precedence.
REUDYN reserves the right to optimize and update its after-sales policy. Updates will be announced through official channels and take effect upon announcement. REUDYN retains final interpretation rights for this policy.
Contact Us
For warranty claims and after-sales assistance, please email our customer support team at support@reudyn.com.