Repair Service Terms

➢ Repair Service Terms

• The repair service allows you to independently submit a repair or exchange request and send the product to the Insta360 Repair Service Center. By submitting a repair service request, you confirm that you have read and agree to the terms outlined in the "Repair Service Terms" (hereinafter referred to as "these Terms"). Please read these terms carefully. If you do not agree with any part of these terms, please refrain from using Insta360's repair services. Any matters not covered in these terms will be governed by the "After-Sales Service Policy." In the event of any conflict between these terms and the "After-Sales Service Policy," these Terms shall prevail.

Before Applying for Repair

• √ By providing your personal information (including, but not limited to, your name, phone number, and address) to Insta360, you authorize Insta360 to collect, process, and use this information as outlined in the "Insta360 Privacy Policy." For detailed information on how we process and protect your personal data, please refer to the "Insta360 Privacy Policy."
• √ You acknowledge and agree that, in situations deemed necessary and without alternatives, Insta360 may access, analyze, and utilize information stored on your device to investigate product issues and determine liability for damage. This data includes, but is not limited to, device settings, photos, videos stored on the device, and data files from third-party software. We recommend deleting and backing up these files to prevent unintended data breaches.
• √ If any self-disassembly of Insta360 products leads to malfunctions during the warranty period, or if self-repairs render the product irreparable, Insta360 reserves the right to deny free repair services per the "After-Sales Service Policy" and will charge repair fees.
• √ If the camera or related accessories are severely damaged beyond repair, Insta360 will not provide repair services. We will contact you by phone or email to explain the condition and offer alternative products or service options. If you choose not to accept these solutions, Insta360 will return your product, and you will be responsible for any shipping fees.
• √ Repairs that involve disassembly may damage surface stickers and protective films. By submitting a repair request, you acknowledge and agree to exempt Insta360 from liability for any such damage incurred during the repair process.

➢ Precautions

1. Data Backup

• Before sending your product for repair, please ensure that you have backed up and erased all data on the product, including but not limited to photos, videos, third-party software, and software packages stored in the internal memory. You understand and agree that during the inspection or repair process, all data may be erased as part of the necessary procedures. If you have not backed up or deleted your information before sending the product for repair, Insta360 will make every effort to protect your data and privacy. However, Insta360 does not guarantee or promise data protection beyond the extent permitted by applicable law.

2. Repair Service Submission

• When submitting a repair request, please clearly describe any performance issues with your product and note any physical damage. This information will help our engineers quickly identify and address the problem. The final inspection and results will be based on the actual product received and the engineers' inspection.

3. Pre-Shipping Product Inspection

• (1) If the battery shows signs of swelling, external damage, leakage, or water ingress, do not return it due to potential safety hazards during transportation. Insta360 is not liable for any losses caused by such incidents. Batteries returned in such conditions will be disposed of and not returned to the customer.
• (2) Do not include the SD card when sending in your product for repair, as repairs might result in data loss. Remember to back up your data before sending the product. If the repair requires sending the SD card, ensure data is backed up beforehand. In some cases, Insta360 may need to access your data during inspection or repair. It is recommended to delete the data on the card or remove the SD card entirely. Insta360 is not liable for data loss or related issues beyond legal requirements.
• (3) Remove all personal items or decorations (e.g., stickers, paint) from the product before sending it for repair. Insta360 is not responsible for any damage or loss of such items during the repair process.
• (4) Do not send non-Insta360 products or accessories, such as screen protectors, phones, or third-party selfie sticks. Insta360 is not responsible for any damage or loss of such items.
• (5) If the repair service involves an exchange, please send back the complete camera set with all parts and accessories that need replacing.

4. Shipping

• (1) Ensure that the product is properly packaged according to Insta360's return instructions and includes all necessary information before handing it over to the courier. Insta360 is not liable for any losses resulting from failure to follow these instructions.
• *If you wish to ship your product across countries or regions, you must first obtain Insta360’s consent. You will be responsible for any customs duties and clearance fees.
• (2) You are responsible for any costs related to shipping insurance. Insta360 will refuse shipments sent via cash-on-delivery or those requesting a pickup service.
• (3) Insta360 uses a third-party courier service for repair shipments. Insta360 is not responsible for any loss or damage caused by the courier. Any loss or damage to the product during transit must be resolved between you and the courier.
• Please ship the product within 15 business days of submitting the repair request; otherwise, the request will expire. If you have special circumstances, you can contact customer service via the official website or email for assistance.

5. Repair & Payment

• (1) To ensure your product performs optimally and safely, and to eliminate issues caused by outdated firmware versions, Insta360 will update your product's firmware to the latest version for free by default during inspection or repair.
• (2) Please confirm whether you agree to the repair within 30 calendar days of receiving the repair quote. If you refuse the repair, Insta360 will return the original device to the address you provided when submitting the repair request, with you being responsible for the shipping costs.

6. Product Return

• (1) If the address provided is incorrect or the recipient refuses delivery, any resulting loss will be your responsibility.
• (2) If Insta360 is unable to contact you via the provided contact information, resulting in the package being undeliverable or returned to Insta360, or if your service request remains unpaid for an extended period, Insta360 will store the product for 60 calendar days from the last contact attempt or the date it was returned to Insta360. After this period, storage fees will apply at a rate of US$15 per day. Once the storage fee is equivalent to the residual value of the product, Insta360 reserves the right to dispose of the product. The calculation for the residual value is: Residual Value = Original Price of Product - Repair Costs.

7. Receiving Your Product

• To protect your rights, please inspect the product upon receipt to ensure it is intact and undamaged by logistics issues. If you notice any damage, contact Insta360's after-sales service center within 24 hours of receiving your product and follow the logistics company's claim management process. If you fail to report damage within this time, the product will be considered undamaged and functioning normally, and further claims will not be accepted.
• Please note that the repair period may be extended under the following circumstances:
• (1) Extended shipping times due to transportation, customs, or other force majeure factors;
• (2) A shortage of repair materials at the after-sales service center to which you returned the product. If this occurs, Insta360 will notify customers of the supply issue. Customers can choose to replace the repair materials or wait for supplies;
• (3) Delays in your response if engineers require further feedback from you to accurately diagnose the issue, which may hinder the repair process;
• (4) Repairs that experience delays during peak maintenance periods;
• We appreciate your understanding of any inconvenience caused by extended repair periods.