General Terms

1. Important Information Before Applying for Service

1.1 General Principles of After-Sales Service

Shenzhen Wuji Technology Co., Ltd. (“WUJI”) is committed to providing industry-leading after-sales service, offering comprehensive and professional support including, but not limited to, product exchanges, repairs, technical guidance, and developer assistance.

• This after-sales service policy applies only within Mainland China. For other countries or regions, the local after-sales policies of WUJI and applicable laws shall prevail.
• Products purchased in Mainland China are covered by warranty only within Mainland China. Due to version differences, the products may not function properly in other countries or regions.
• WUJI reserves the final right of interpretation of this after-sales service policy. WUJI may update, revise, or terminate these terms at any time without prior notice. Please refer to announcements on the WUJI official website (https://wuji.tech).
• This policy applies only to WUJI products purchased through designated agents or official direct sales channels for personal use, and not for resale.

Warranty Period Calculation:

• Start Date: The warranty period commences from the date the product passes acceptance inspection.
• Acceptance Period: The buyer shall complete acceptance inspection within 7 days of product receipt. Any quality issues requiring exchange must be reported to WUJI within this period.
• Default Acceptance: If the buyer does not submit an exchange request within the 7-day acceptance period, the product shall be deemed to have passed acceptance automatically, and the warranty period shall commence from 00:00 on the 8th day.

1.2 Notes Before Repair

• If after-sales service requires replacement of products, modules, or components, the replaced items shall become the property of WUJI. Only unmodified products, modules, or components that have not undergone secondary development are eligible for replacement.
• Replacement items provided by WUJI may not be brand new but will be in good working condition and at least equivalent in function and performance to the items replaced. Replacement products or components will inherit the remaining warranty period of the original items and be assigned a new serial number.
• If you obtain after-sales service under these Terms, you authorize WUJI to store, use, and process the necessary log files of the relevant products and software, as well as your contact information, including but not limited to your name, telephone number, mailing address, and email address. WUJI may use such information to carry out services under this Policy and related services, including but not limited to seeking your feedback on Wuji’s after-sales support or issuing notices regarding product recalls or safety issues. To achieve its service objectives, WUJI may provide the necessary information to relevant entities in any country or region authorized to perform services on behalf of Wuji. Where required by law, WUJI may also disclose such information.

1.3 Exclusions from After-Sales Coverage

The following circumstances are not covered by free after-sales service. Paid inspection and repair are available:

• Damage caused by human factors unrelated to product quality, such as crashes, burns, or loss;
• Damage arising from secondary development, including but not limited to unauthorized disassembly, modification, casing removal, or unofficial software development, as well as disabling built-in restrictions;
• Damage caused by improper installation, use, or operation not in accordance with the product manual;
• Damage caused by unauthorized repairs performed without WUJI personnel or authorized agents;
• Damage caused by the use of non-official chargers, batteries, or power supplies;
• Damage caused by operation in environments harsher than those specified in the manual (e.g., high humidity, high temperature, strong wind, rain, dust, or direct sunlight);
• Damage caused by operation in environments with complex electromagnetic interference or strong interference sources (e.g., mines, transmission towers, high-voltage lines, substations);
• Damage due to interference from other wireless devices (e.g., transmitters, video transmission, WiFi interference);
• Damage from contact with or proximity to high-voltage power sources (e.g., power lines, substations, distribution boxes);
• Hardware damage caused by exceeding the static load capacity specified in the manual;
• Damage resulting from reliability or compatibility issues when the product is used together with third-party accessories not certified by WUJI;
• Damage caused by prolonged storage in conditions inconsistent with the recommended storage environment specified in the product manual;
• Data loss or corruption caused by the product;
• Failure to provide or retain accident-related log files due to user negligence;
• Any after-sales service required for software programs;
• Any technical or other support unrelated to product defects, such as guidance on “how to use” the product, or setup and installation issues;
• Products or components with altered, removed, or damaged identification labels, including but not limited to product barcodes, model labels, water-damage indicators, and tamper-proof seals;
• Damage or loss caused by force majeure events, such as fire, flood, earthquake, lightning, or war;
• Consumable items specified in the product manual are not covered by after-sales service;
• Products purchased at discounted rates for trial, testing, training, or demonstration purposes are not covered;
• Damage occurring during transportation, shipping, or handling arranged at the customer’s request.

1.4 Limitation of Liability

• WUJI is liable for product loss or damage only under the following circumstances:

  1. The product remains owned by WUJI; or the product is damaged during transportation for which WUJI is responsible.

  2. WUJI is not liable for the loss or disclosure of any data contained in the product, including confidential, proprietary, or personal information.

• Regardless of whether any remedy provided herein fails of its essential purpose, and regardless of whether claims are based on contract, warranty, negligence, strict liability, or any other theory, WUJI shall not be liable for the following, even if informed of their possibility:

  1. Third-party claims against you;

  2. Loss, damage, or disclosure of your data;

  3. Special, incidental, indirect, or consequential damages, including but not limited to loss of profits, revenue, goodwill, or anticipated savings.

• In all cases, WUJI’s total liability, including that of its affiliates, suppliers, distributors, or agents, is limited to your actual direct economic loss, capped at the amount you paid for the product.

These limitations do not apply to liabilities WUJI is legally required to assume, including personal injury (including death) and damage to real or tangible personal property.

WUJI is not responsible for personal injury or property damage caused by customers’ own operation of the product.

1.5 Types of After-Sales Service

WUJI does not provide return services.

1.5.1 Exchange Service

This policy applies only to products purchased through WUJI’s official direct sales channels. For purchases from other channels, please contact the seller directly. Policies vary by channel, and WUJI shall not be responsible.

Unless otherwise specified by the sales channel, customers may request an exchange within 7 days of receipt for the following WUJI products: dexterous hand complete units (single- or dual-hand versions), dexterous hand soft accessories, adapter accessories, official power adapters, and other accessories, if one of the following conditions applies:

• The product was damaged during shipping and you can provide a damage report from the logistics company;
• The product received differs significantly in one or more important respects from the product manual, promotional video, or brochure;
• The product has non-human-caused defects.

WUJI may refuse exchange requests in the following cases:

• Requests made after the 7-day period following receipt;
• Incomplete products (missing packaging, accessories, gifts, manuals) or human-caused appearance damage;
• No defect found upon inspection by WUJI technical support;
• Failure to provide valid proof of purchase or documentation when requesting an exchange, or submission of falsified or altered documents;
• Failure to ship the product within 3 calendar days after confirming exchange with WUJI;
• Peripherals or promotional products not eligible for exchange;
• Failure to provide a logistics company’s damage report for transportation claims;
• Other circumstances excluded from after-sales coverage.

1.5.2 Warranty Service

If a product experiences performance failure within its valid warranty period, you may request warranty service. Warranty periods vary by component; see the “Warranty Period Table for Main Products and Modules.”

Free warranty service is available under the following conditions:

• The product or its components fail due to non-human causes during normal use within the warranty period;
• Valid proof of purchase, receipt, and order number are provided.

WUJI may refuse free warranty service in the following cases:

• Failure to ship the product within 3 calendar days after confirming warranty service with WUJI;
• Other circumstances excluded from after-sales coverage.

1.6 Additional Provisions

• Repair times depend on complexity, generally 7–14 business days, excluding shipping.
• Customers must arrange and pay outbound shipping to WUJI’s designated address. Upon receipt, WUJI will conduct inspection and testing. For products that qualify, WUJI will cover testing, materials, labor, and return shipping (excluding outbound shipping).
• If the product does not qualify, WUJI will notify you. You may choose paid repair or return without repair, bearing all related costs including inspection, parts, labor, and shipping.
• Repairs may cause data loss. Please back up all data in advance.
• If the product you return for repair includes batteries or related components, do not send cells or batteries that are damaged, leaking, or otherwise severely defective. If such batteries are discovered during the repair process, WUJI will dispose of them as scrap and they will not be returned.
• For component damage (excluding batteries), customers must return the defective parts for responsibility assessment. Failure to do so may render the product ineligible for exchange or free repair.
• For all purchases, whether through direct channels or authorized agents, after-sales service must be obtained through WUJI official channels. Overseas users must bear all international shipping costs for exchanges, warranties, or other services;
• WUJI is not responsible for loss or damage caused by incorrect shipping addresses or mismatches with WUJI’s designated service address. Customers must resolve such issues themselves;
• If WUJI cannot reach you and shipments are returned, WUJI will hold the product for 20 days from the last contact attempt or return date. After that, the product may be disposed of without liability.
• If WUJI determines the product is beyond repair, WUJI will notify you via your registered contact information and return the product.

2. Preparations Before Returning for Repair

To ensure smooth after-sales service, please follow these steps:

1. Review Section 1 to confirm eligibility;
2. Back up all data in the product. WUJI is not responsible for any data loss during service;
3. Remove all data other than log files, including confidential, proprietary, or personal information. If data cannot be removed, anonymize or secure it. WUJI assumes no liability for its loss or disclosure;
4. Remove all unrelated personal installations, components, stickers, or labels. WUJI is not responsible for their loss or damage;
5. Ensure no legal restrictions prevent replacement of the product or part;
6. If you are not the owner, obtain authorization from the owner before service can be provided.

3. How to Obtain After-Sales Service

If you require after-sales service, you may contact WUJI’s official customer service by phone or communicate your request through WUJI’s sales staff. Please describe your issue in detail.

WUJI’s after-sales technical staff will respond within 2 business days via phone, email, or other platforms. Remote assistance may be provided to resolve or further diagnose issues. If the issue cannot be resolved remotely, you will be asked to return the product to WUJI for inspection.

After-sales service is deemed to commence once you initiate consultation with WUJI. By doing so, you acknowledge that you have read and accepted all provisions of these General Terms and Conditions.