AlpWalk limited Warranty Policy

Warranty Period

Eligible AlpWalk products are covered for:

One year from the date the product is originally delivered to the purchaser.

If reliable delivery information is unavailable, the period may be calculated from the original purchase date shown on the order record, invoice, or receipt.

The period is not extended merely because the product:

· Was not immediately activated;

· Was used infrequently;

· Remained in storage;

· Was temporarily unused; or

· Was not used during part of the warranty period.

Mandatory legal periods remain unaffected.

1.1Warranty Period

Warranty PeriodWarranty PeriodWarranty PeriodWarranty PeriodWarranty Period

This commercial Limited Warranty primarily applies to the original purchaser.

A claimant may be asked to provide:

· Order number;

· Receipt, invoice, or proof of purchase;

· Product model;

· Serial number;

· Delivery date;

· Purchaser contact details; and

· Information reasonably necessary to evaluate the claim.

A claim will not be rejected solely because one particular document is unavailable if eligibility can reasonably be verified using other reliable evidence. However, if the claimant, without reasonable justification, fails to provide sufficient information to verify the purchase and product identity within a reasonable period requested by AlpWalk, AlpWalk may reject the claim or assess it based on the information available.

Statutory rights may extend to another lawful owner where applicable law requires.

Unless product-specific documentation expressly states otherwise, the one-year Limited Warranty covers:

· Covered: Main structure, original charger, original battery, shoulder strap for manufacturing defects only.

· Not covered: Product manual and charger storage box

Coverage applies to confirmed defects in materials, manufacturing, or assembly arising during normal and intended use.

Separately purchased accessories may have separate warranty terms.

Third-party products are subject to the applicable manufacturer’s or seller’s terms.

The original battery is covered for the full one-year Limited Warranty period against confirmed defects in materials, manufacturing, or assembly.

A potentially covered battery issue may include:

· Failure to charge caused by a manufacturing defect;

· Abnormal shutdown caused by a manufacturing defect;

· Internal failure during normal intended use;

· Abnormal swelling, leakage, or deformation not caused by external factors; or

· A rapid or abnormal capacity loss. Such loss may be evaluated based on

o Diagnostic results;

o Product age;

o Usage information;

o Charging history;

o Storage conditions; and

o Other relevant evidence.

· Another confirmed manufacturing defect.

Rechargeable batteries naturally lose capacity with age, charging cycles, use, temperature, and storage.

The following do not by themselves constitute manufacturing defects:

· Gradual capacity reduction;

· Gradual reduction in operating time;

· Capacity within normal technical tolerances;

· Normal deterioration from charge cycles;

· Normal aging; and

· Expected temperature-related performance variation.

Battery damage caused by any of the following circumstances is confirmed not to be a manufacturing defect and is excluded from warranty coverage unless applicable mandatory law explicitly requires otherwise:

· Non-original charger, cable, or power supply;

· Improper charging;

· Prolonged storage while deeply discharged;

· Use or storage outside specified temperature limits;

· Liquid exposure beyond the stated protection rating;

· Impact, crushing, puncture, or deformation;

· Unauthorized disassembly or modification;

· Failure to follow battery instructions; or

· Continued use after swelling, leakage, overheating, or damage becomes apparent.

The warranty covers a confirmed defect in materials, manufacturing, or assembly causing the product to fail substantially to operate according to its published specifications during normal intended use.

Potential examples include:

· Manufacturing-related motor failure;

· Manufacturing-related sensor failure;

· Electronic control failure;

· Manufacturing-related structural failure;

· Original charger manufacturing defect;

· Covered battery failure, see 4. FULL ONE-YEAR BATTERY COVERAGE;

· Manufacturing-related fastening or support-component failure; and

· Other confirmed assembly defects.

Purely cosmetic, minor, or tolerance-compliant differences are not necessarily defects.

Coverage generally requires that the product meets all of the following conditions:

· Used of a non-original charger, cable, or power supply;

· Used for its intended consumer purpose;

· Used according to the user manual;

· Used according to safety warnings;

· Used within stated user, load, terrain, environmental, and operating limits;

· Properly fitted and adjusted;

· Properly charged and stored;

· Properly cleaned and maintained;

· Used with compatible electrical equipment and accessories; and

· Taken out of use when a fault or safety concern became apparent.

Failure to satisfy one requirement does not automatically cancel the entire warranty. However, AlpWalk is not responsible for damage caused by the relevant failure to comply.

The warranty does not cover normal wear, including:

· Normal battery-capacity reduction, see 4. FULL ONE-YEAR BATTERY COVERAGE;

· Cosmetic scratches or scuffs;

· Fading or discoloration;

· Normal fabric deterioration;

· Normal padding deterioration;

· Normal strap, buckle, fastener, grip, or cover wear;

· Surface wear from contact with clothing or the body;

· Minor noise or vibration not materially affecting safe operation; and

· Consumable or regularly worn components including but not limited to tires, brake pads, bearings, belts, and footpads that naturally degrade during normal use.

Normal wear and manufacturing defects will be distinguished using product age, use, condition, specifications, and diagnostic results.

Unless applicable law requires otherwise, the warranty does not cover damage caused by:

8.1 Accident or External Cause

· Drop, collision, fall, impact, or crushing;

· Fire, flood, lightning, disaster, or power surge;

· Theft or loss;

· Customer-arranged transportation;

· Animals, insects, sand, debris, chemicals, or corrosive material;

· Liquid exposure beyond the stated rating;

· Excessive contamination; or

· Conditions outside stated limits.

8.2 Misuse

· Use contrary to instructions or warnings;

· Improper fitting or adjustment;

· Improper storage, cleaning, charging, or maintenance;

· Use beyond stated user-weight, load, speed, terrain, or operating limits;

· Racing, stunts, jumps, or deliberate impact;

· High-impact activity for which the product was not designed;

· Commercial rental or fleet use unless approved;

· Industrial use for which the product was not designed;

· Clinical or medical use unless expressly authorized; or

· Continued use after a safety warning, damage, excessive heat, abnormal movement, or serious fault appears.

8.3 Modification and Third-Party Damage

· Unauthorized structural alteration;

· Safety-mechanism removal or bypass;

· Unauthorized hardware, firmware, parameter, or safety-setting modification;

· Improper disassembly, repair, or maintenance;

· Incompatible parts, batteries, chargers, cables, software, or accessories; or

· Damage caused by a third-party service provider.

Using a third-party accessory, part, or service does not automatically cancel the entire warranty.

However, AlpWalk does not cover damage actually caused by that accessory, part, modification, or service.

8.4 Identification and Purchase Issues

Coverage may not apply to:

· Removed, altered, damaged, or unreadable serial numbers;

· Products that cannot reasonably be verified as authentic;

· Counterfeit products;

· Products obtained through theft or fraud;

· Unverified unauthorized-source purchases;

· Used or refurbished products unless expressly covered; or

· Claims supported by materially false information. 

A claimant who submits false or misleading information to obtain warranty service may have the claim rejected, and AlpWalk may require the claimant to reimburse reasonable investigation, testing, transportation, and repair costs arising from the submission.

AlpWalk does not guarantee that:

· Software will always be error-free;

· Software will never be interrupted;

· Every feature will remain permanently unchanged;

· Compatibility with every future third-party device or operating system will continue;

· Third-party networks or services will always remain available; or

· Every software issue requires hardware repair.

AlpWalk may provide:

· Troubleshooting;

· Software updates;

· Firmware updates;

· Configuration assistance; or

· Another technical remedy.

Mandatory rights concerning goods with digital elements remain unaffected.

Contact:

service@alpwalk.com. Any warranty claim must be submitted during the applicable warranty period.

Provide where reasonably available:

· Full name;

· Order number;

· Proof of purchase;

· Product name and model;

· Serial number;

· Delivery date;

· Detailed issue description;

· Circumstances in which the issue occurred;

· Product photographs;

· Serial-number photograph;

· Video demonstrating the issue where practical and safe;

· Relevant error messages;

· Diagnostic logs where available; and

· Troubleshooting already completed.

If the claimant, without reasonable justification, refuses to provide photographs, videos, error information, or diagnostic logs reasonably requested by AlpWalk, AlpWalk may suspend processing of the claim until the relevant information is provided.

Do not ship the product before receiving written authorization and instructions. Purchasers shall be solely responsible for all costs and expenses incurred as a result of such shipment, including but not limited to freight, customs duties, storage charges, and any loss or damage to the product.

A claim will not be rejected merely because providing a video would be impractical or unsafe.

Stop using and, where appropriate, stop charging the product if you observe:

· Smoke;

· Sparks;

· Burning or other abnormal odor;

· Excessive heat;

· Swollen, leaking, punctured, or deformed battery;

· Unexpected motor movement;

· Locking or support-component failure;

· Structural crack;

· Exposed wiring;

· Repeated critical warnings; or

· Another potentially unsafe condition.

Contact service@AlpWalk.com.

Do not open, puncture, crush, burn, disassemble, charge, ship, or continue using a potentially unsafe battery.

AlpWalk may request reasonable remote troubleshooting, including:

· Model and serial-number confirmation;

· Battery and charging checks;

· Connector and wearable-component inspection;

· Error-message review;

· Restart or reset;

· Official software or firmware update;

· Safe-condition testing;

· Photographs or diagnostic information; and

· Other reasonable procedures.

Purchasers shall reasonably cooperate and provide accurate information requested by AlpWalk, are not required to perform unsafe troubleshooting or unauthorized disassembly. Any liability of personal injury, property damage or losses incurred by troubleshooting without or contradict to AlpWalk’s instructions shall be borne exclusively by purchasers, and such improper operations may void the warranty.

AlpWalk may collect diagnostic logs, images and device information submitted by purchasers solely for fault analysis. Purchasers shall not disclose, copy or reverse-engineer AlpWalk’s troubleshooting procedures, firmware and technical information obtained during the process without prior written consent of AlpWalk.

Troubleshooting will not be used to unreasonably delay a legally required remedy.

AlpWalk may assess:

· Warranty period;

· Purchase and product verification;

· Whether the issue may be covered;

· Whether additional information is required;

· Whether remote troubleshooting may resolve the issue;

· Whether a component or full product requires inspection; and

· Which remedy is appropriate.

A preliminary approval, label, or return authorization does not constitute final confirmation of warranty coverage.Final coverage may depend on inspection and diagnostics.

AlpWalk has the sole reasonable discretion to make final warranty coverage assessment based on actual inspection and diagnostic results, which shall not contradict applicable mandatory laws.

A denial will be based on available evidence and an identified exclusion or lack of a covered defect. If the purchaser fails to provide requested documents or cooperate with an inspection within a reasonable period, AlpWalk may make the warranty assessment based on the information available and will not be responsible for any resulting delay.

AlpWalk does not currently provide a general or automatic whole-product replacement program.

For a confirmed covered defect, the ordinary available remedies are as follows and AlpWalk may choose one or more solely at its discretion:

· Technical support;

· Software or firmware correction;

· Product adjustment;

· Repair; or

· Repair or replacement of the defective component.

· Whole-product replacement where whole-product repair is not technically feasible or where the cost of repair would reasonably exceed the cost of replacement.

Where these remedies are impossible, unsuccessful, unavailable within a reasonable period, or insufficient under applicable law, another remedy may be provided, including:

· Price reduction;

· Partial refund;

· Full refund;

· Whole-product replacement, including where required by applicable law; or

· Another written agreement.

This policy does not create an automatic right to immediate whole-product replacement where repair or component replacement is a lawful, technically feasible, and economically reasonable remedy. However, if whole-product repair is not technically feasible or the cost of repair would reasonably exceed the cost of replacement, AlpWalk may provide whole-product replacement as a remedy, and will provide it where required by applicable law.

Mandatory rights to a particular remedy remain unaffected.

AlpWalk does not currently promise a standard replacement program.

If a replacement is:

· Required by applicable law; or

· Separately approved by AlpWalk in writing,

the applicable terms and commercial warranty period will be communicated in writing.

No statement in this policy creates a present automatic replacement commitment. 

Any replacement arrangement will not reduce statutory rights.

Where repair is approved:

· Service instructions will be provided;

· The product may be sent to an independent third-party service location;

· Defective components may be repaired or replaced;

· Official software or firmware may be updated;

· Settings may be reset;

· Diagnostic records may be reviewed; and

· The product will be tested before return.

New or professionally refurbished components or complete units meeting corresponding functional and safety standards no less than original components may be used for warranty repair or replacement where permitted by applicable law.

Unless otherwise required by mandatory law or separately agreed in writing by AlpWalk, a repaired product remains covered for the remainder of the original one-year Limited Warranty.

Additional post-repair statutory rights remain unaffected.

AlpWalk may, at its sole discretion, use independent third-party inspection or repair providers in:

· The United States;

· Germany;

· China; or

· Other appropriate locations.

Such providers are not sellers or the parties to the purchase contract between you and AlpWalk, not agent of AlpWalk, not AlpWalk offices, or not the affiliated corporate entities of AlpWalk. 

All warranty claims shall be submitted to AlpWalk, and the Purchaser shall not assert any warranty‑related claims directly against these third-party service providers. No statement or commitment made by such providers shall be binding upon AlpWalk unless confirmed in writing by an authorized representative of AlpWalk.

AlpWalk remains responsible for administering the commercial warranty according to this policy.

For a valid covered claim, AlpWalk will bear reasonable and necessary one-way shipping costs from AlpWalk designated service location to customer required to complete the approved warranty service, purchasers shall bear the shipping cost of returning the product to the designated service location for the valid covered claim unless otherwise agreed by AlpWalk in writing.

AlpWalk may:

· Provide a prepaid label;

· Arrange carrier collection;

· Direct the customer to an authorized third-party service facility;

· Approve reimbursement of reasonable shipping costs; or

· Arrange another lawful method.

Follow all shipping and packaging instructions.

Do not purchase unusually expensive, expedited, or specialized transportation without prior approval where approval is reasonably possible.

If the purchaser uses expedited, express, or other high-cost transportation without AlpWalk’s prior approval, the purchaser is responsible for any amount exceeding the cost of a reasonable shipping method.

Use original protective packaging where available, or equivalent protective packaging.

Return only the product and components identified in the service instructions.

Unrelated accessories need not be returned unless necessary for diagnosis.

Damage caused during return transportation by the purchaser’s use of insufficient or inappropriate packaging is not covered by the warranty, and the purchaser is responsible for the related repair costs where legally permitted.

If inspection indicates:

· No reported fault can be reproduced;

· The product operates within specifications;

· The issue is normal wear;

· The issue is accidental damage;

· The issue is misuse; or

· Another exclusion applies.

AlpWalk will provide a reasonable explanation.

For non-covered claims confirmed after inspection, the purchaser shall bear the reasonable return shipping cost from AlpWalk designated service location to customer, unless applicable mandatory law otherwise requires.

Where reasonably available, we may provide:

· Inspection results;

· Relevant exclusion;

· Photographs or diagnostic information;

· Paid-repair availability;

· Estimated repair cost;

· Parts and labor cost;

· Return-shipping cost; and

· Other options.

AlpWalk will not perform a paid repair without prior customer approval.

Before paid work, AlpWalk will provide an estimated quotation and valid period. Additional costs may arise if previously hidden defects are identified during disassembly and inspection, and any material variation shall be notified to the Purchaser for further approval. AlpWalk shall not levy impose inspection, administrative, handling, or restocking fees.

Purchasers may:

· Approve repair;

· Decline repair and request return;

· Approve another option; or

· Request lawful recycling or disposal where available.

A diagnostic or return cost may be charged only when:

· Legally permitted;

· Disclosed before return;

· Actually and reasonably incurred; and

· Approved where approval is required.

Where purchasers refuse the repair and owe diagnostic or return charges, AlpWalk may exercise a lien over the unit until purchasers fulfill payment. If purchasers fail to arrange collection of the unit within a reasonable time after notice, AlpWalk may dispose at its sole discretion of the unit in accordance with mandatory local law.

Failure to reproduce a fault once does not automatically prove that the customer’s report is incorrect.

AlpWalk may:

· Request additional usage details;

· Review error records;

· Conduct additional testing;

· Provide monitoring instructions; or

· Reassess the claim if the issue recurs during the warranty period.

Documented intermittent faults will be assessed using all available evidence.

If, after reasonable investigation and testing, AlpWalk still cannot reproduce the fault and no other evidence indicates a covered defect, AlpWalk may determine that the claim is not substantiated.

Service time varies according to:

· Defect type;

· Product location;

· Transportation;

· Customs;

· Parts availability;

· Technical testing;

· Safety requirements; and

· Appropriate remedy.

AlpWalk will make reasonable efforts to complete service within a reasonable period and without significant customer inconvenience.

An estimate is not a guaranteed date unless applicable law provides otherwise.

This Limited Warranty is separate from the 14-day Return and Refund Policy.

After the 14-day return period, a covered defect may still qualify under:

· This one-year Limited Warranty;

· An applicable statutory guarantee;

· Product conformity law; or

· Other mandatory consumer law.

A quality issue will not be treated as a change-of-mind return merely because it is reported during the 14-day period.

This one-year Limited Warranty is voluntary and additional to mandatory consumer rights.

It does not:

· Replace seller obligations;

· Shorten a statutory guarantee;

· Prevent a claim against the seller;

· Restrict mandatory remedies; or

· Require reliance only on this warranty.

Applicable laws may provide rights including:

· Repair;

· Replacement;

· Price reduction;

· Contract termination; and

· Refund.

These rights may continue after the one-year commercial warranty expires.

This warranty is designated as a Limited Warranty.

It provides specific legal rights. Other rights may vary by state.

Some jurisdictions do not permit certain limitations on implied warranties or incidental or consequential damages. Such limitations may not apply where prohibited.

Nothing in this policy excludes a right or liability that cannot lawfully be excluded.

To the maximum extent legally permitted, AlpWalk is not liable under this commercial warranty for:

· Indirect loss;

· Consequential loss;

· Business income loss;

· Lost opportunity;

· Lost anticipated savings;

· Loss caused solely by reasonable temporary inability to use the product during service;

· Loss of locally stored settings where reasonable precautions were taken; or

· Unapproved costs where prior approval was reasonably available.

This limitation does not apply to:

· Liability that cannot legally be excluded;

· Death or personal injury caused by negligence where non-excludable;

· Fraud;

· Intentional misconduct;

· Mandatory product liability;

· Gross negligence where non-excludable; or

· Mandatory consumer rights.

Legal Company Name: AlpWalk Technology (Hangzhou) Co., Ltd.
Trading Name: AlpWalk
Registered Address: 3rd Floor, Building C, No. 188 Yunzhan Road, Zhuantang Subdistrict, Xihu District, Hangzhou, Zhejiang Province, China
Email: service@alpwalk.com
Website: store.alpwalk.com

The formation, validity, interpretation, performance and dispute resolution of these Terms of Service and of all purchase contracts concluded through this website shall be governed by the laws of [the People's Republic of China].

Any arbitration, jurisdiction, or court-selection clause must be completed only after legal review and must not unlawfully restrict consumer rights.

Dispute Forum: [any dispute, controversy, or claim arising out of or in connection with these Terms or use of this website, shall be subject to the exclusive jurisdiction of the competent court at the domicile of AlpWalk in the People's Republic of China. Notwithstanding the foregoing, where the Buyer is a natural person who qualifies as a consumer domiciled in a member state of the European Union or in the United Kingdom under Regulation (EU) No 1215/2012 or any applicable successor legislation, such dispute shall be subject to the non-exclusive jurisdiction of the courts of the member state or the United Kingdom in which the consumer is domiciled]

If any provision of this Limited Warranty is determined by a competent authority to be invalid or unenforceable, that provision shall be limited or replaced to the extent permitted by law, and the remaining provisions shall continue in full force and effect. 

Any notices and requests concerning this Limited Warranty must be made in writing through the contact information published on the above website, and AlpWalk shall respond within a reasonable time.