After-sales Policy

 

Warranty Service

1. Warranty coverage

The warranty policy applies only to HEQ products purchased from HEQ online store.

If buy our drones from local resellers,please find them for service.

2. Warranty period

 

 

 

Swan-K1 PRO

 

 

 

 

Aircraft

12 months

Batteries

3 months (<300 charge cycles)

Remote Controller

12 months

Battery charger

6 mouths

Drone motors

6 mouths

Propellers

No Warranty

3. Maintenance time

Your drone will be repaired and shipped out within 30days once we receive it.

 

4. Where can you submit the repair application?

Dear users,in order to help you solve problems faster,please follow next steps to achieve repair service.

Ø Submit detail problems to after-sales service 

Ø Shipping drone to factory

Ø Confirm damage parts and quote

Ø Pay for the maintenance fee

Ø Arrange maintenance

Ø Finish maintenance and send back

If the user doesnt accept the maintenance cost, the drone will be returned, and the return cost shall be borne by yourself.

5. Maintenance fee

The freight caused by the quality of the product shall be borne by the manufacturer.

The freight caused by the damage of the aircraft due to the user's own reasons shall be borne by yourself.

6. For more questions about technical problems,you can contact us via [email protected]

 

Return and refund

You can request return & refund service, only if you buy product from HEQ official online store (https://store.hequavtech.com/), and Within 14 calendar days after receipt.The product has not been activated and is still in new condition.

 

To request your return, please send email to onlinestore@hequavtech.com and provide us with:

Ø order number 

Ø the item you want to return

Ø the reason for return

 

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at onlinestore@hequavtech.com

Exclusions

Ø It is requested beyond 14 calendar days of receiving the product.

Ø The product sent back does not include all original accessories, attachments or packaging or any part is not in new condition, i.e. with cracks, dents or scratches. 

Ø Any damage of product is caused by purchaser or during the shipping.   

Ø Signs like product labels, serial numbers are tampered or altered.

Ø The product is not delivered to HEQ within seven working days after the Return & Refund Request is confirmed and consented.

How to obtain after-sales service

1.During warranty period, if the product cannot achieve the functions, please contact 1.HEQUAV to obtain after-sales service.
2.HEQUAV may not provide after-sales service in certain regions and the warranty policy may vary due to different regions. There may be a 3.charge for the services out of warranty scope. For local information, please contact HEQUAV.