After-sales Service

Shenzhen Hummlink Industrial Technology Co., LTD

At Hummlink, we stand behind the engineering excellence, durability, and operational reliability of our industrial computing systems. We are dedicated to providing enterprise clients and global partners with reliable technology, professional support, and long-term partnership.

1. Warranty Period

Unless otherwise agreed in writing, Hummlink products are covered by a 24-month warranty from the shipment date.

For OEM/ODM, customized products, or special project deployments, the warranty period shall be subject to the applicable commercial quotation, purchase order, or sales agreement.

2. Warranty Coverage

During the valid warranty period, Hummlink provides free technical support, repair, or replacement for defects caused by manufacturing or material quality under normal operating conditions.

Warranty coverage applies to the following hardware product lines:

• Industrial Mini PC / Industrial PC
• Embedded PC / Edge AI Computer
• Panel PC / Industrial Motherboard
• Industrial Monitor and related Hummlink computing hardware

3. Technical Support

Hummlink provides professional technical engineering support, including:

• Installation and system configuration assistance
• BIOS, firmware, drivers, and operating system support
• Hardware fault isolation and troubleshooting
• Remote technical engineer assistance
• Product application and project deployment consultation

For expedited service, customers should provide the product model, serial number, order/invoice number, detailed problem description, diagnostic photos/videos, and system error codes when submitting an inquiry.

Support Email: support@hummlink.com

4. RMA (Return Merchandise Authorization) Service

If remote engineering troubleshooting cannot resolve the issue, Hummlink will issue an official RMA (Return Merchandise Authorization).

The standard RMA workflow is:

Service Request → Technical Evaluation → RMA Approval → Product Return → Engineering Inspection → Repair / Replacement → Return Shipment

Please note: Customers should not return products without prior written RMA authorization from Hummlink.

5. DOA (Dead on Arrival) Service

For products found defective immediately upon delivery, customers should notify Hummlink within 7 calendar days after receipt and provide relevant unboxing or diagnostic evidence.

Upon verification, Hummlink will prioritize troubleshooting, component replacement, complete unit exchange, or another mutually agreed immediate solution.

6. Warranty Exclusions

The standard warranty does not cover failures or damages resulting from:

• Improper installation, non-standard operating environments, or physical misuse
• Incorrect electrical voltage, power surges, or unstable external power supply
• Accidental drops, mechanical shock, or physical damage
• Water, liquid ingress, moisture, chemical corrosion, fire, or natural disasters
• Unauthorized hardware modification, disassembly, or third-party repairs
• Incompatible third-party hardware, firmware flashing, or improper BIOS/OS modifications
• Normal cosmetic wear and tear
• Removal, defacing, or alteration of serial number barcodes or warranty seals
• Failure to follow standard product operating instructions and environmental limits

Out-of-warranty products may be evaluated and repaired at the customer's expense following quotation and customer approval.

7. Shipping & Packaging Guidelines

Customers are responsible for properly packaging products returned for service using appropriate protective packaging (such as original anti-static foam and export cartons). Transportation damage caused by inadequate packaging may not be covered under warranty.

Shipping fee responsibilities for warranty returns and reshipments will be determined according to the specific case assessment and formal commercial sales agreement.

8. Data & Software Disclaimer

Customers are strongly advised to back up all data, software images, and system configurations prior to returning equipment for repair or replacement. Hummlink is not responsible for any loss of confidential data, operating system configurations, software programs, or files.

Hardware warranty strictly covers physical components and does not guarantee compatibility or continuous operation of third-party operating systems, applications, or software environments.

9. Response Time & Service SLA

Hummlink engineering and support teams adhere to the following service standards:

• Initial Response: Within 1 business day (guaranteed within 12 business hours)
• Technical Assessment: Normally within 2–3 business days following receipt of complete diagnostic information

Actual repair or replacement lead times may vary based on product complexity, spare component availability, OEM customization requirements, and international courier transit schedules.

10. Customized & OEM/ODM Products

For OEM/ODM, tailored motherboard designs, specialized I/O expansions, and customized project hardware, specific warranty and service terms may apply. The formal commercial sales agreement, purchase contract, or written project agreement shall prevail.

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