This document respects your legal rights as a consumer and does not limit them in any way. Limelight Herb will fulfill all its obligations to you as required by law. If any part of this policy conflicts with the law, we'll adhere to legal requirements wherever possible. If any section of this policy is found to be invalid or unenforceable, the rest of the policy remains effective. This document outlines all the guarantees we offer for our products, replacing any other warranties or conditions, whether they are explicitly stated or implied, such as those related to quality or suitability for a specific use.

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1. Scope of Policy

 

1. This After-Sales Service Policy is only applicable to Limelight Herb products sold through official channels.

2. Products sold through third-party platforms authorized by Limelight Herb are solely eligible for in-warranty repair services. Limelight Herb is not responsible for returns or exchanges for these purchases. For return or exchange services and inquiries, please contact the specific third-party seller directly.

3. This service policy applies exclusively to Limelight Herb products purchased directly for personal use and does not cover products intended for resale.

 

2. Return and Exchange Policy

 

Customers are eligible to return a product under any of the following conditions:

 

√ 14-Day Unconditional Return: You have 14 calendar days from receipt to return the product, providing it is in its original condition and fully functional. The product itself, along with its original packaging, accessories, gifts, manuals, trademark labels, etc., must be intact and undamaged, and must not affect resale.

√ Return Due to Quality Issues: You can return the product within 14 calendar days if it fails to work properly due to a fault that isn't caused by human damage or misuse.

 

Customers are eligible to exchange a product under any of the following conditions:

 

√ Exchange Due to Quality Issues: If the product has a performance issue that is not caused by misuse or human damage, you can exchange it within 14 calendar days of receiving it.

 

Returns and exchanges are not eligible under the following circumstances:

 

× The product return and exchange period has passed.

× The product was not sold by Limelight Herb, valid proof of purchase is missing, or purchase documents have been forged or altered.

× The product's appearance or functionality does not meet the standards required for a return or exchange, including failure to return all items contained in the original packaging, such as the product itself, original packaging, accessories, gifts, manuals, trademark labels, invoices, etc., or any human-caused damage to the appearance.

× The product has undergone unauthorized repairs or modifications, or the product certification mark, label, serial number, waterproof mark, anti-counterfeit label, or packaging has been tampered with or altered.

× The product shows irreversible signs of use.

× The product has quality issues not inherent to the product itself, due to collisions, damages, unauthorized modifications, foreign objects (water, oil, sand, etc.) due to human factors, incorrect installation, or failure to follow the instructions.

× The product is damaged or fails due to force majeure factors such as fire, flood, lightning, or traffic accidents.

× Damage occurred during return/exchange transportation without a damage certificate from the carrier.

× Upon inspection by Limelight Herb, the product is found to be without quality issues or does not meet the standards for return or exchange.

× The return/exchange wasn't sent within 7 calendar days after service was confirmed or another specified timeframe by Limelight Herb.

× Other conditions as stated by relevant laws and this policy.

 

3. Warranty Policy

 

(1) Applying for Warranty Services

 

You can apply for warranty service if your product has a performance issue that is not caused by misuse or human-caused damage and is still within the warranty period. You'll need a valid proof of warranty to proceed. The warranty period begins the day after you receive the product. If you cannot provide proof of purchase or other valid evidence, the warranty will start 90 days from the factory date on the product, unless Limelight Herb specifies otherwise. If the warranty period ends on a public holiday, it extends to the next business day after the holiday.

 

(2) Supported Warranty Certificates

 

Limelight Herb ensures that products bought from us are free from material and workmanship defects under normal use during the warranty period. To qualify for warranty service, customers need to provide a valid purchase proof or receipt, either paper or electronic.

 

To apply for free warranty service, you must meet the following conditions:

 

√ Use the product as intended and within its specified warranty period, without issues due to misuse or human-caused damage;

√ Avoid disassembling, modifying, or adding parts that aren’t in the official manuals;

√ Provide valid proof of purchase, receipt, and order number.

 

(3) Exclusions from Warranty

 

This warranty does not cover any non-Limelight Herb branded hardware products (even if packaged or sold with Limelight Herb products). Limelight Herb is not responsible for damages caused by failing to comply with product instructions, or damage caused by the product. You will not be eligible for free warranty service and you will need to pay relevant fees under the following circumstances:

 

× The product is outside of its warranty period;

× Damage from unauthorized changes or attempts to open a product that isn't in the manual;

× Damage from self-installation or repair attempts not following official guidance;

× Natural wear and tear of consumable parts like batteries and protective films;

× Cosmetic damage, including but not limited to scratches, dents, and damage to ports;

× Damage caused by using third-party parts or accessories;

× Product failure or damage due to accidental factors or human error, including but not limited to water immersion, shock, drop, burned printed circuit boards, and damaged functional components;

× Damage from force majeure, like earthquakes, fires, or unstable voltage;

× Damage or water ingress caused by incorrect installation, use, and operation not guided by the manual;

× Damage from services provided by non-Limelight Herb representatives;

× Normal aging and wear of products;

× Damage caused by circuit modifications not guided by official manuals, or improper use of batteries and chargers;

× When no action is taken within 7 calendar days after contacting Limelight Herb for warranty service near the end of the warranty period.

 

(4) Service Fees

 

Limelight Herb will examine returned products. If the product has performance issues not caused by human factors and is within the warranty period, Limelight Herb will handle the repair but will not cover both the shipping to and from their facility. If, after inspection, the product is not eligible for free repair, Limelight Herb will charge a fee. This fee includes the cost of inspection, any necessary parts, labor, and shipping. If the product doesn't qualify for free repair, customers can decide to either pay for the repair service or have the original device sent back to them without repair at their own expense.

 

(5) Warranty Quality Assurance

 

1) If your product is fully replaced within the warranty scope (not including accessories), the warranty period for the new product will be recalculated according to the Three Guarantees Law.

2) If parts are replaced, the main unit will continue with its original warranty period. If less than 30 days are left in the warranty, the period will extend to 90 days. Replaced parts will be covered by the longer of the remaining main unit warranty or a 90-day warranty.

3) Parts or accessories replaced outside of the warranty have a 90-day limited warranty.

 

4. Product and Parts Replacement Instructions

 

1) Replacement products or components provided by Limelight Herb might not be brand new, but they will be in good working condition and perform as well as the original items. These replacements will have the same warranty coverage as the remainder of the warranty period for the original product.

2) Limelight Herb will determine whether to repair or replace products based on the specific issue. Replaced parts or products will belong to Limelight Herb to help maintain lower service costs, while the replacement parts will become your property.

 

5. Limelight Herb Solutions

 

(1) When you reach out to Limelight Herb's after-sales customer service, please provide a detailed description of the issue you are experiencing with your product.

(2) Limelight Herb's technical support team will attempt to diagnose and resolve your issue through email assistance. If the problem cannot be resolved remotely after consulting with the technical support team, you'll need to send the product back to Limelight Herb for further inspection.

 

6. Limitation of Liability

 

Limelight Herb is responsible for the loss or damage of products only in the following situations: when products have been officially delivered to and are in the custody of Limelight Herb, or if Limelight Herb arranges the transportation of the products. Limelight Herb and its affiliates, suppliers, distributors, or service providers are not liable under any provision of this document, regardless of whether the terms fulfill their essential purpose. This applies irrespective of whether the claim is based on contract, warranty, negligence, strict liability, or another legal theory, even if advised of the potential for such situations, including:

 

(1) Claims for damages brought against you by a third party;

(2) Loss, damage, or disclosure of your data;

(3) Special, incidental, indirect, or consequential damages, including but not limited to the loss of profits, business revenue, opportunities, goodwill, reputation, and anticipated savings. The total liability of Limelight Herb and its affiliates, suppliers, distributors, or service providers is limited to the actual direct damages you have suffered, not exceeding the amount paid for the product, regardless of the cause of damage. These limitations do not apply to personal injury (including death) for which Limelight Herb is legally liable, nor to compensation for the loss of real or tangible personal property, except when personal or property damage results from actions and/or omissions not attributable to Limelight Herb.

 

7. Other Rights

 

(1) Limelight Herb is obligated to deliver products that meet consumer expectations. Consumers are entitled to a two-year warranty period, providing a complimentary 2-year warranty regardless of the purchase method—be it online, in-store, or via mail order. National legislation may offer additional protection. Under this warranty, consumers have the right to choose between repair or replacement if a product is found to be defective. This choice may be limited only if the preferred option is legally or practically unfeasible or imposes disproportionately high costs on Limelight Herb compared to other solutions.

 

8. Additional Notes

 

(1) The return, exchange, and warranty services during the warranty period may vary across countries or regions. Limelight Herb may not offer some after-sales services in certain areas, and out-of-scope services may incur charges. For specific information, please contact the Limelight Herb after-sales service team.

(2) If you wish to return products across countries or regions, any customs duties, clearance fees, and other associated costs will be your responsibility. For more details and specific repair and return guidelines, please contact Limelight Herb.