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This Warranty Policy applies exclusively to Vcore LED display products (hereinafter referred to as “Products”) purchased directly from Vcore or its officially authorized channels. Only Products bought within the valid Warranty Period are eligible for warranty coverage.
Any Products not purchased directly from Vcore or through unauthorized sources are not covered under this Warranty Policy.
Vcore’s extended warranty program ensures your LED systems stay protected well beyond the standard warranty period. This service includes remote technical assistance, replacement of faulty components, on-site support when required, and continuous monitoring to maintain long-term stability. With an extended service cycle, Vcore helps you safeguard performance and reduce downtime for years to come.
4.1 Online Remote Technical Support (Free)
Vcore provides free remote technical support through phone, email, and instant messaging tools to help users quickly resolve common issues. This service covers basic technical problems such as signal and power cable connection faults, software usage or configuration issues, parameter adjustments, and guidance for replacing modules, power supplies, or system cards.
4.2 Factory Return Repair Service
a) If an issue cannot be resolved through online remote support, Vcore will confirm with the customer whether factory repair service is required.
b) For factory repairs, customers are responsible for shipping, insurance, tariff, and customs clearance fees when sending products or parts back to Vcore’s service center. Vcore will cover one-way shipping when returning repaired products or parts to the customer.
c) Unauthorized “cash on delivery” returns will be rejected. Vcore is not responsible for any loss, damage, or defects caused by improper packaging or transportation during return transit.
4.3 On-site Engineer Service for Quality-Related Issues
a) If a product has a confirmed quality problem under the Warranty Policy and Vcore determines on-site support is necessary, engineer service will be provided free of charge.
b) Customers must provide a fault report when requesting on-site service. The report should include photos, videos, fault quantity, and other details to support preliminary diagnosis. If the issue is found to be outside warranty coverage after on-site inspection, the customer must cover travel fees and service charges according to Vcore’s service standards.
c) Any defective parts replaced by Vcore engineers during service will become the property of Vcore.
5.1 This Warranty does not apply to consumable items unless otherwise agreed in writing. Consumables include (but are not limited to): connectors, network cables, fiber optic cables, power and signal cables, aviation plugs, and other wiring or connection accessories.
5.2 Defects or damages caused by improper operation, improper installation or disassembly, mishandling, misuse, or customer error. Damages that occur during transportation are also excluded.
5.3 Any unauthorized disassembly, repair, or modification performed without Vcore’s approval.
5.4 Improper use or maintenance that does not follow the product manual or recommended guidelines.
5.5 Man-made damage, accidental damage, physical damage or misuse—including component damage, PCB damage, and related issues.
5.6 Product malfunction or damage caused by Force Majeure events such as floods, fire, earthquakes, lightning, war, or other uncontrollable circumstances.
5.7 Products stored in environments not compliant with the product manual. This includes humidity, extreme temperatures, sealed or unventilated spaces, salt haze, high pressure, or other harmful conditions.
5.8 Use of the product under conditions that do not meet required parameters—such as incorrect voltage, unstable power supply, or excessive surges.
5.9 Damage caused by not following installation guidelines, technical instructions, precautions, or safety recommendations.
5.10 Natural brightness reduction, color fading, and normal performance degradation due to regular usage.
5.11 Lack of required or scheduled maintenance.
5.12 Any repair or issue not related to product quality, design, or manufacturing.
5.13 Missing or invalid warranty documents, damaged or unreadable product serial numbers, or damaged external parts such as housings or covers.
5.14 Repairs requested after the warranty period has expired.
5.15 Products that show severe damage due to improper use, accidents, negligence, or failure to follow the product manual.
5.16 Malfunctions caused by incompatible playback systems, control systems, or third-party devices not supplied or approved by Vcore.
If repair is required due to such incompatibility, charges will apply according to Vcore’s service rate policy.
6.1 Remote Service Process
Submit service requests through Vcore’s website, email, phone, or other official channels, along with a warranty card or contract number.
Provide a clear description of the issue and your contact details.
6.2 Product Return for Repair Process
Submit repair requests via Vcore’s service channels with a warranty card or contract number. Provide:
Product packing list
Return shipment tracking
Return address for the repaired product
a) Vcore’s return address is provided in Article 8.
b) Customer Must Provide:
i. Short fault description (attach to the product if possible)
ii. Packing list (model, quantity, contract number)
iii. Return recipient information (company, address, contact person, phone)
iv. Proper packaging and protection. Vcore is not responsible for transportation damage.
6.3 On-Site Engineer Service Process
Submit service requests via Vcore’s online channels with:
Warranty card or contract number
Service description
Site address
Contact details
Visa documents (if required internationally)
This Warranty Policy is the official standard warranty guideline of Vcore. No third party—including agents, distributors, or sales representatives—is authorized to make promises, commitments, or warranty statements that differ from the terms listed in this Policy.
Unless Vcore has formally confirmed otherwise through a written contract or authorized document, any warranty terms that conflict with this Policy shall automatically be considered invalid.
Vcore reserves the final right of interpretation for all content within this Warranty Policy.
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