Warranty period
12 months from the bill-of-lading date, covering the main unit and standard accessories. Paid repair services are available for products outside the warranty period.
/01Support · Policy
Wintouch After-Sales Policy
The same policy that ships with every signed sales contract — published in full so buyers can review it before they place an order. Effective 2026. Read in under three minutes; download the signed PDF for legal use.
Warranty coverage
During the warranty period, the following services are provided for defects in materials or workmanship:
- Free repair
- Labor and service charges are waived for covered defects.
- Free replacement
- Where repair is impractical, a new unit of the same model will be provided.
- Remote support
- Troubleshooting and diagnostic guidance via email and video call.
- Firmware updates
- Complimentary firmware upgrades and related updates during the warranty term.
Exclusions
The following are not covered under the free warranty:
- Out of warranty
- Product is beyond the warranty period.
- Human-caused damage
- Dropping, impact, crushing, water ingress, moisture, liquid intrusion, or power surges.
- Unauthorised service
- Unauthorised disassembly, modification or repair.
- Improper use
- Damage resulting from improper use or voltage / power mismatch.
- Force majeure
- Fire, lightning, earthquake, flood, war and similar events.
- Cosmetic wear
- Normal wear and tear, scratches, fading or oxidation that does not affect functionality.
- Tampered labels
- Serial number or tamper-evident labels are damaged, altered or illegible.
- Non-certified accessories
- Failures caused by use of non-certified accessories or consumables.
- In-transit damage
- Subject to carrier or insurance claims, not covered by the manufacturer warranty.
Service process
How to submit a claim: contact your account manager, or email our support team with your contract number, product model, fault description and supporting photos or video.
Before returning products, please obtain an RMA number. Mark the waybill and invoice with "Return for Repair" to facilitate customs clearance.
| Stage | Timeline |
|---|---|
| Acknowledgment | Within 2 business days |
| Remote diagnosis | 1–3 business days |
| Parts dispatch (simple faults) | Shipped within 3 business days |
| Depot repair (complex faults) | 5–7 business days upon receipt |
| Batch issues (≥30 units) | Emergency plan initiated within 48 hours |
Technical training and documentation
Bulk orders qualify for the following complimentary support programmes:
- Delivery training
- Complimentary online training in English on installation, setup and daily maintenance for qualifying bulk orders.
- Documentation
- English user manuals, installation guides and troubleshooting handbooks provided.
- SDK / API support
- Developer documentation and email-based technical support.
- Annual inspection
- Annual equipment health checks available for clients with a service agreement.
This policy supplements the signed sales contract between the parties. Any revisions will be communicated to clients in advance.
06 · Common questions
Five questions, openly answered.
Quick answers to the questions our support desk hears most. For policy edge cases or contract-specific clauses, contact your account manager.
Q.01How long is the Wintouch warranty period?
12 months from the bill-of-lading date, covering the main unit and standard accessories. Paid repair services are available after the warranty expires.Q.02What is covered under the free Wintouch warranty?
Free repair (labour and service charges waived), free replacement when repair is impractical, remote troubleshooting via email and video call, and complimentary firmware updates throughout the warranty term.Q.03How do I file a warranty claim with Wintouch?
Contact your account manager or email kenwintouch@gmail.com with your contract number, product model, fault description and supporting photos or video. You will receive an acknowledgment within 2 business days and remote diagnosis within 1–3 business days. Before returning hardware, request an RMA number.Q.04What happens if a batch of units is faulty?
Batch issues affecting 30 units or more trigger an emergency plan inside 48 hours, covering on-site engineering, parts dispatch and a structured root-cause review.Q.05Does Wintouch provide technical training and documentation in English?
Yes. Bulk orders qualify for complimentary English-language online training on installation, setup and maintenance. English user manuals, installation guides, troubleshooting handbooks and developer SDK / API documentation are provided. Service-agreement clients also receive annual equipment health checks.
07 · Open a claim
Need warranty support?
Email us with your contract number, product model, fault description and supporting photos or video. Acknowledged inside two business days.