Warranty Policies
1. Warranty Period: NeoFrog AI hardware products are covered by a one-year limited warranty from the date of purchase. Extended warranty options are available for certain enterprise models, subject to the order contract.
1.1 Standard: Consumer-grade AI edge devices include a 12-month limited warranty, starting from the invoice date or device activation, whichever is earlier.
1.2 Extension: Enterprise models can purchase extended coverage to 24 or 36 months, activated within the standard warranty period.
1.3 Start Date: Without valid proof of purchase, the warranty starts 90 days after the manufacturing date.
2. Coverage: Within the warranty period, hardware failures caused by material or workmanship defects are repaired or replaced free of charge. Non-man-made performance anomalies are fully covered.
2.1 Core components (mainboard, compute card, memory, storage) defective by manufacture are repaired or replaced free.
2.2 Natural failure of thermal and power modules under non-man-made conditions is covered.
2.3 Systematic firmware anomalies are fixed free via official remote upgrades.
3. Exclusions: Damage from collision, liquid ingress, unauthorized disassembly or modification, abnormal voltage, or force majeure (lightning, fire, flooding) is not covered.
3.1 Cosmetic wear, scratches, paint loss and natural shell aging are not functional warranty.
3.2 Damage from non-official adapters or overclocking / over-voltage operation.
3.3 Devices with torn, altered or unreadable serial-number labels.
3.4 Abuse beyond rated duty such as mining or sustained 7×24 non-design loads.
4. Process: Submit your device serial number and fault description through official support channels. Our team responds within 1-2 business days and guides you through repair or on-site service.
4.1 Online RMA: Submit a ticket on the support page with SN code and fault screenshots/logs.
4.2 Diagnosis: Engineers triage remotely, or the unit is sent to a repair center for inspection.
4.3 Turnaround: Routine faults in 5-7 business days; complex board-level repair within 15 business days.
4.4 On-site: Enterprise contract clients may request regional engineers, per SLA.
5. Data Security: Back up important data before returning a device. The Company is not liable for data loss during the repair process.
5.1 Repair involving storage replacement or OS reinstall irreversibly erases device data.
5.2 Export weights, configs and logs via official tools to separate media before return.
5.3 Confidential clients may request a data-destruction certificate from the repair center.
6. Spare Parts & Upgrades: Paid repair and spare-part replacement are available beyond warranty, along with hardware expansion and firmware upgrades for long-term stability.
6.1 Original spare parts are guaranteed for at least 3 years after product discontinuation.
6.2 Paid modular expansion of compute card, memory and SSD with engineer assistance.
6.3 Ongoing free firmware updates for security and performance.
7. Interpretation: The Company reserves the right to interpret and update these policies, with updates announced on the official website.
7.1 In case of conflict with the order contract, the signed contract terms prevail.
7.2 Policy changes are announced 30 days in advance; sold devices keep the policy at purchase.
7.3 Questions: call 400-656-6588 or email aonimkt@anc.cn.
