Policy & Warranty

Warranty:
In-warranty repairs of GOOXI products, since the date of purchase, GOOXI provides 3 years free-warranty. GOOXI customer service department will be free for maintenance to user. Warranty date shall prevail for the effective certificate of invoice. If you can't provide invoices, start date will be subject to GOOXI production date.
For the products during the warranty, GOOXI efforts to achieve rapid maintenance. Normal maintenance time less than 10 working days (do not include transportation time back and forth). Back to the customer's transportation costs will be paid by GOOXI. If special transportation needs, please contact the GOOXI customer service.
 The followings do not belong to the warranty scope:
    (1)   Out of the guarantee date;
    (2)   Accident damage in the process of transportation, including damage happened during repair transit (please contact the insurance company or agent transportation company compensation);
    (3)   During the warranty period, due to improper use or man-made damage, scratches, deformation of products, electronic parts damage, improper operation, improper testing or product external causes, including surge or overheat, too wet, power outages, earthquake, lightning, fire and other natural disasters) , any of these result to any failure or defect, such as the damage caused by the product itself quality problem;
     (4)  Surface damage, the product by dust, dirt, mechanical parts and accessories with the product itself outside the normal appearance of wear and tear;
   (5)GOOXI products repair without authorization from GOOXI or authorized dealer
   (6)This limited warranty does not includes non GOOXI products and GOOXI accessories, which results icompatibility issues in hardware and software products.

   (7)GOOXI counterfeit products

Maintenance:

When more than warranty period or during the warranty period for quality issues, such as product deformation, scratches, electronic parts damage, improper operation, such as GOOXI not promised to give free maintenance, need to be produced in the process of maintenance fee: as artificial cost, the entire transport cost and maintenance cost of replacement parts, etc., in the relevant expenses GOOXI will verify with the customer.

 

After the date of warranty mentioned above, GOOXI can provides additional services up to 2 years after the due date, cost extra to charge. If GOOXI product cannot be repaired, customer can choose to use repair or replace the defective product have the same function products. Relevant expenses GOOXI will verify with the customer.
Product has a fault which is beyond the scope of the warranty to GOOXI maintenance center repair, shipper or shipping company will bear all transportation costs.

Please contact the GOOXI maintenance center of any form of special warranty maintenance requirements.

The warranty applies to the GOOXI and its authorized dealer sales of products of the company, any other form of guarantee shall, on the basis of this agreement. GOOXI has the final explanation on all warranty issues.

 

Product system not working or demage:

Damage to the system or components / components caused during transport

Non GOOXI production assembled GOOXI servers, systems and other products

Customers have unauthorized installation of additional components or components in the system, resulting in damage and malfunction of GOOXI products

Incorrectly assembled parts or components, resulting in damage and malfunction of GOOXI products

 

Motherboard:

Accessories that are delivered together, such as operating materials, peripherals, frames and covers

any damage caused by improper handling, misuse or improper packaging

If the motherboard does not repair or repair the required parts has been discontinued, GOOXI must follow the customer's advice will be the motherboard "as is" returned to customers or customers can choose the same function of the product replacement defect products. Relevant charges GOOXI must be verified with the customer.

GOOXI's warranty applies to GOOXI system, motherboard after-sales service. If any additional costs or replacement of the device, notify the customer. For product that is repaired or cannot be repaired, GOOXI installs the system / server and sends it back to the customer in the same way as the shipping or packaging.

 


RMA

Customer service contact:

If product to be repaired was purchased from distributor, reseller channel, or directly from GOOXI, please note the following:

Obtaining an RMA Number or request a refund or exchange:
To request a refund or exchange, it is necessary to obtain an RMA (Returned Merchandise Authorization). Prior to return your defective product for a repair, replacement or credit, please visit GOOXI website for China contact information. If the product is bought within North America and Latin America (Central America, South America, and Caribbean), please contact the GOOXI USA, INC. for service at 1-909-605-8852 or sales-usa@gooxi.com

If the product is bought from outside of North America and Latin America (Central America, South America, and Caribbean), please call GOOXI National Service Hotline: 400-8060-820 or send an email to support@ gooxi.com


No Trouble Found (NTF):

All the products bought from GOOXI and want to return for repair that is determined to be No Trouble Found (NTF) will be charged a minimal failure analysis fee. Customer is always responsible for freight charge to and from GOOXI. Please contact the RMA department for more information about the current fee at 1-909-605-8852 or sales-usa@gooxi.com


Customer service range:

All the products purchased from GOOXI and all the GOOXI products purchased from GOOXI approved distributors or integrators


Customer service content:

3 months replacement: in accordance with the GOOXI warranty service agreement

3 year free warranty: according to GOOXI warranty service agreement

Product training and market training services

Technical remote support, including but not limited to 400 phone support, mail support, remote support

Accessories replacement service (free or charged costs by GOOXI professional engineers according to the actual situation)

Customized services (only for customized products and customers)

on-site tracking service and on-site maintenance services (for the needs of customers)


The following conditions do not enjoy GOOXI customer service rights:

Replacement:

GOOXI will provide replacement service within three months in case of quality problem which caused by hardware or software failure since customer purchased. As the products return back, customers need to provide the return reasons and get GOOXI confirmation, otherwise GOOXI may refuse to accept the return products. After GOOXI customer department agreed to accept the offer, maintenance and replacement will be completed in 7 working days, both sides burden the resulting freight half. If inventory quantity limited, there is no replacement returned goods inventory, GOOXI must be returned at least 30 days prior to production and replacement products, GOOXI must communicate and confirm with the customer.

Defective Products and Consumer Rights (Dead on arrival, DOA):

For GOOXI product which appear defective, technical support is provided to assess the problem. GOOXI will either perform the needed repairs or authorize a return of the product. If you purchase a product from GOOXI that simply does not perform as advertised, causing no actual injury, then you may be covered by a warranty or at the very least have the option of returning it for a refund or exchange.

Customers receive the products when unpacking the case found the poor and the arrival time of less than a month, GOOXI can send replacement parts to the customer first, the customer of the bad parts need GOOXI sent back within five working days, logistics costs borne by GOOXI need both sides talks things over (Courier charges), the customer will need to send GOOXI returned tracking number.