Limited Warranty

COMPANY makes the following limited warranty. COMPANY warrants their products and parts against defects in materials and workmanship under normal use, starting from the date of shipment to the RESELLER. The warranty shall be a period of one (1) year  – the warranty item's serial number must appear on the invoice. The scope of warranty service shall be for the hardware failure caused by poor hardware. The Company shall provide long-distance technical support for troubleshooting the function of the pre-set software. Subject to the following conditions:

Warranty Service:

To obtain warranty services the Product(s) have to meet the following conditions:

• The Authorized Product shall be normally used within stipulated warranty period, and the Authorized Product shall be free from artificial quality problems;
• Dismantling, disassembly, refitting or adding to Authorized Products shall be operated according to official manual guide;
• The serial number, factory label and other markings of the Authorized Product shall not be torn or altered;
• Valid proof of purchase, bill and slip number must be provided;
• The Product(s) must be in their original packaging with all manuals, cables, etc., just as they were received;

What is covered by this warranty?

Orionstar USA robots are engineered for continual high performance. During the warranty period COMPANY will repair or replace a defective product or and/or non-wearable parts deemed defective without charge for parts and labor to the RESELLER.

What is not covered?

• Exceeds the warranty period.
• Defect related to normal wear and tear, including parts that might wear out over time (including, without limitation, batteries, caster wheels, etc). 
• Defects caused by rough or inappropriate handling or use, or damage caused by accident, misuse, neglect, fire, water, lightning or other acts of nature.
• Product damage caused by unexpected factors, such as mismatched input voltage, high temperature, water ingress, mechanical damage, drop, severe oxidation of the product, rust, burned circuit boards, etc.
• If the Product contains a battery and the fact that the battery has been short-circuited, if the seals of the battery enclosure or the cells are broken or show evidence of tampering or if the battery has been used in equipment other than those for which it has been specified.
• Product failure or damage caused by failure to use, maintain, or store products according to the product manual. Non-compliance with the Product instructions. 
• Product damage caused by artificial behaviors, such as manually moving the product's head, body or other parts, unauthorized removal and modification, etc.
• Willful or deliberate damage, neglect or negligence. 
• Use of spare parts, or other replacement items (including consumables), which are not provided directly from the COMPANY.
• Any alteration or modification to the Product which has been carried out by you or a third party not authorized by us. 
• Any failure to adequately package the Product for transportation. 
• Extreme or external causes beyond our reasonable control including, but not limited to, breakdowns, fluctuations, or interruptions in electric power, ISP (internet service provider) service, or wireless networks. 
• Product failure or damage caused by using pirated software, unauthorized access to the Orion Star AI Intelligent Service Robot System for permission, or unauthorized access to the robot system for modification.
• Product failure or damage caused by catching computer virus during use.
• Any Product(s) purchased from unauthorized sellers/dealers/resellers. Meaning: OrionStar USA warranty only applies to robots purchased directly from OrionStar USA or an OrionStar USA Authorized Distributor.
• Any Product(s) purchased, used, or operated outside of the United States of America.
• Consumables are not included under the standard 1-year warranty. Accessories/consumables should not be replaced as part of a warranty claim, such as charger. These parts should be purchased separately. For example, OrionStar USA recommends replacing the caster wheel every 6-12 months.

How to initiate a warranty claim?

Please reach out to OrionStar USA at 1-888-987-7838 and/or email support@orionstarusa.com where our OrionStar USA Robot Experts are on hand to help you. From here OrionStar USA will take the following actions in order to remedy:

• Provide long-distance technical guidance according to the issue.
• Send the product to our authorized repair facility for repair, or replacement if deemed necessary.
• Replace the broken or malfunctioning part or module.
• Exchange the Product with a Product that is equivalent to or better, if concluded that repair or part replacement would not be solved within reasonable time. In the event a replacement unit is issued, the warranty coverage will the remainder of the existing warranty.

Extended Warranty
ORIONSTAR USA offers a warranty extension for an additional charge. It is not available for purchase for product(s) beyond the first year warranty period.

Reseller Responsibility

• RESELLER shall be responsible for providing installation and operator services to End User(s). Reseller shall provide its customers with technical and service support including scheme design, product debugging, localized installing and technical training, and after-sale maintenance by itself. Reseller shall provide its customers with after-sale services including product use instructions, product maintenance and repair, product or hardware alternation, and software system update and maintenance. The expenses caused by all the pre-sale  support and after-sale service shall be borne by the Reseller. 
• RESELLER shall assume responsibility for any failure or damages of products due to RESELLER’s failure to comply with the COMPANY’s installation and deployment requirements and related joint and several liabilities. The COMPANY, by no means, shall be held liable for any responsibility under this situation.
• For hardware performance failure within the warranty, the COMPANY shall provide spare parts free of charge; for those beyond the warranty scope, Reseller shall purchase spare parts from the COMPANY. The price of spare parts is subject to the price list of spare parts confirmed by the COMPANY.
• Reseller shall back up the data stored in Orion Star AI Intelligent Service Robot by itself, while the COMPANY shall assume no responsibility for the data stored by Reseller in Orion Star AI Intelligent Service Robot. Reseller shall bear all risks of data damage and loss caused by maintenance.
• If any hardware fault fails to meet the scope of warranty service, RESELLER shall bear all the repair cost itself. Upon consultation between both Parties, the COMPANY will provide free online remote guidance.
• The Reseller shall caution the customers against colliding with the Authorized Products, and properly remind the parents of taking good care of the children to prevent them from bumping into the equipment when running. The Reseller shall be liable for machine damage or personal injury due to its poor management, operation not in accordance with the instructions, serious misuse or other man-made acts. In the above circumstances, the COMPANY shall not be liable.

MISCELLANEOUS

• Reseller understands and agrees that the hardware and product technology is still continuously optimized and upgraded. If OrionStar USA finds any repairable problem, OrionStar USA shall notify the Reseller in written form. After receiving such notice from the COMPANY, Reseller is under the obligation to cooperate with the COMPANY to complete product upgrade. If Reseller failure to cooperate or delay in cooperation leads to increased problems, all personal and/or property losses thus caused shall be fully undertaken by Distributor.

Contact information for Support:

Phone: 1-678-670-8322

Email: support@orionstarusa.com

Office Hours: Monday - Friday, 10:00 - 18:00 EST