After-sales Service Policy


This policy explains how to request after-sales service for FJD Trion scanners and their included accessories purchased through the FJD Trion official online store or an FJD-authorized online store.

1. Basic Terms

1.1 Proof of Purchase

Please keep your order confirmation, invoice, or receipt. We may request it, along with the product serial number, when reviewing a service or warranty claim.

1.2 Authorized Sales Channels

This policy applies to products purchased through FJD-authorized online sales channels. If you purchased your product from an unauthorized third party, please contact the original seller for support. FJD Trion may be unable to provide free warranty service for products whose purchase through an authorized channel cannot be verified.

1.3 How to Contact Support

Email support@fjdtrion.com with your order number, product serial number, a description of the issue, and relevant photos or a short video where available. An unboxing video may be helpful for an issue noticed upon delivery, but it is not required to submit a service request.

Our team will review your request and may guide you through remote troubleshooting. If the issue cannot be resolved remotely, we will explain the available repair or replacement options and provide shipping instructions where needed. Please do not send a product for repair before receiving those instructions.

2. Warranty

2.1 Warranty Period

All FJD Trion scanners and the accessories included with them are covered by a one-year limited warranty beginning on the date of delivery. The warranty does not depend on software purchase, registration, or activation.

A repaired or replaced product remains covered for the remainder of its original warranty period. Optional extended warranty coverage, where available, is subject to its own terms.

2.2 What the Warranty Covers

During the warranty period, FJD Trion will repair or replace a scanner or included accessory that fails because of a manufacturing defect or a defect in materials under normal use. Free warranty service is subject to inspection and confirmation of the defect.

2.3 What the Warranty Does Not Cover

The warranty does not cover:

  • Damage caused by drops, impact, accidents, misuse, or failure to follow the product instructions;

  • Damage caused by improper storage, handling, or transportation after delivery;

  • Damage caused by improper operation, incompatible power supplies, or liquid exposure contrary to the product instructions;

  • Damage caused by unauthorized disassembly, modification, or repair;

  • Damage caused by floods, fires, lightning, earthquakes, or other events outside FJD Trion’s control;

  • Normal wear and tear or performance changes caused by normal aging;

  • Damage caused by third-party parts or accessories that are incompatible with the product; or

  • Products with an altered, damaged, or unreadable serial number or identifying label, where this prevents us from verifying warranty eligibility.

Issues arising after the warranty period are not eligible for free warranty service. Where repair is available, we will provide a quote before carrying out paid work.

3. After-Sales Service Process

3.1 Submit a Request

Contact support@fjdtrion.com with your order number, product serial number, a description of the issue, and any helpful photos or video. If your product arrives damaged, defective, or incorrect, please contact us as soon as possible so we can assess the issue.

If you wish to request a return within 30 days of receiving your order, please tell us when you contact support. Return requests are reviewed under our Return & Refund Policy. Contacting technical support does not prevent you from requesting a return within that period.

3.2 Remote Diagnosis

Our support team will make an initial assessment and may provide troubleshooting guidance, including checks of settings, connections, or firmware where relevant.

3.3 Repair or Replacement

If the issue cannot be resolved remotely, we will advise whether the product should be sent to an authorized service location or handled through another service arrangement. Please follow the shipping and packaging instructions we provide.

The service team will inspect the product to determine whether the issue is covered by warranty. If it is covered, FJD Trion will pay for the approved repair or replacement. If it is not covered, we will explain the findings and provide a quote for any available paid repair. You may decide whether to proceed with the quoted work.

3.4 Replaced Parts

Parts replaced during service may be retained by FJD Trion for inspection and quality analysis. The repaired or replaced part or product remains covered for the remainder of the original warranty period.

4. Shipping and Service Costs

For a confirmed warranty defect, FJD Trion covers the cost of the approved repair or replacement.

Shipping and logistics costs depend on your region and the service arrangement. We will explain any applicable shipping costs, customs charges, and instructions before the product is sent for service.

For issues outside warranty coverage, diagnostic, labor, parts, replacement, and shipping charges may apply. We will provide a quote for your approval before carrying out paid repair work.

5. Returns and Legal Rights

You may request a return within 30 days of receiving your item, subject to the eligibility conditions and process in our Return & Refund Policy.

Warranty repair or replacement is available for confirmed covered defects during the one-year warranty period beginning on the date of delivery. If you request a return during the 30-day return period, we will review that request under the Return & Refund Policy rather than treating it solely as a repair request.

This policy does not limit any rights or remedies you may have under applicable law.

Contact

For after-sales service or help verifying an authorized online store, email support@fjdtrion.com.

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