Warranty Policy



INNOCN provides manufacturer's warranty for all products. Most warranty details can be found on this page. For further support regarding warranty claims, you may contact us, and we will guide you through the entire process. Warranty terms may vary by product, and this warranty applies only within the United States, Japan, and select European countries and regions.

 

Warranty Service Process

When processing a warranty claim, please carefully follow the instructions below:
  1. Complete the "Refund and Warranty Application" form at https://innocn.com/en-us/pages/warranty-claim. The product must be registered and valid to qualify for warranty service.
  2. Our customer service representative will respond to you via email within 1-2 business days to inform you whether you qualify for warranty service.
  3. If eligible for warranty service, we will request that you ship the product to the service location we provide.

     

INNOCN provides RMA (Return Merchandise Authorization) return service for customers eligible for warranty service, with shipping costs covered by INNOCN. Products eligible for discounted shipping must be returned using the original packaging box and foam padding. You may request replacement packaging materials, but shipping fees will apply. Products must be returned within 10 calendar days of receiving the shipping label. Failure to ship within this period will result in the expiration of the discounted shipping label. Products must be properly packaged to prevent damage during transit. You may use packaging materials such as foam, bubble wrap, or air pillows.

Products must meet warranty terms to qualify for repair services. Products with damage caused by human factors or non-compliance may require return but will be subject to service fees and shipping costs. INNOCN will contact you to inform you of available options, including repair costs necessary to maintain warranty coverage. For products beyond the warranty period, we will evaluate alternative solutions.

For repair services not covered by warranty, shipping fees to INNOCN will not be reimbursed; INNOCN recommends insuring all products shipped to INNOCN; INNOCN is not responsible for refunds for items lost or damaged during transit. Please contact your shipping service provider to file a claim. Product repair, replacement, and service products must meet warranty terms to qualify for repair.

Replaced/ repaired products may have slight variations in color and appearance depending on the product. Product specifications are subject to change without notice for performance improvements. The content of this warranty information is subject to change without notice for quality enhancements.
• This warranty is valid only for the original purchaser and is non-transferable.
• This warranty takes effect from the date of purchase and requires valid proof of purchase.
• This warranty does not cover software or non-INNOCN branded products.
• This warranty does not cover cables, batteries, and external power supplies.

 

The RMA process may take 2-5 business days (from the date of arrival) to test and repair the device.

If a product exhibits defects, abnormalities, or malfunctions during the warranty period, INNOCN will, at its sole discretion, repair or replace the product. Products sent for repair will be repaired and returned, or replaced with fully tested, recertified products of equal or higher performance. INNOCN may use new, used, or refurbished parts if terms allow.

For any incomplete, damaged, or modified products returned to INNOCN requiring repair or replacement that are not covered by this warranty, INNOCN reserves the right to invoice you for shipping and service fees. Service fees will vary based on reasonable actual material and labor costs required to replace missing parts or restore modified components to original factory conditions.

While replaced products or parts may have minor cosmetic blemishes such as scratches or dents from previous use, their performance and reliability will still meet the standards of new products.

If you require warranty service and need packaging and liners to safely return to INNOCN, we can send packaging and liners at our expense. Please contact us to inform us of your needs. Material availability is subject to actual conditions.

Reserves the right to verify the validity of your warranty and warranty service application. This limited warranty does not apply to the following situations ("Exclusions"):
  1. Removal, alteration, or damage to warranty seals or serial numbers.
  2. Damage caused by improper power supply, setup, or usage.
  3. Defects resulting from prolonged improper use.
  4. Defects or damage caused by prolonged excessive use or improper static image display (image retention).
  5. Damage (including cosmetic damage) caused by misuse, negligence, improper maintenance, personal injury, or natural disasters.
  6. Damage caused by the customer during transportation or movement.
  7. Damage caused by installation of unauthorized software.
  8. Repairs performed by unauthorized personnel.
  9. Modification of the product without INNOCN's written permission.
  10. Damage caused by functional or performance modifications to the product or components without INNOCN's written permission.
  11. Damage resulting from failure to follow product instructions or perform maintenance is not covered under warranty.
  12. Uninterrupted or error-free operation of the product.
  13. Any equipment not included in the original purchase is not covered under warranty.
  14. Data loss.
  15. Normal wear and tear.
  16. Minor imperfections within design specifications are not considered defects.
  17. Scratches or cracked displays that do not affect functionality.
  18. Bright/dark spots within the panel are covered under panel pixel warranty and regulations.
  19. Misuse of the product, lack of receipt/confirmation, invalid purchase, or lack of communication will invalidate any warranty service.
  20. Water damage.
  21. Damage caused by connected non-INNOCN branded devices or components.
  22. Product inoperability due to incorrect firmware or software installation; if incorrect firmware is installed on an unintended model, resulting in the product being "bricked" (inoperable).

 

Missing Parts

Please refer to the user manual for a complete list of items included with the product. If any items are missing, please contact us.

 

DOA (Dead On Arrival)

If you receive a DOA product, you must report it within seven (7) days of purchase. An RMA form must be completed to process a replacement, service, or refund. If required, INNOCN will replace the DOA device with a brand-new replacement. INNOCN will cover round-trip shipping costs. INNOCN is not responsible for shipping damage reported after seven (7) days.

 

Shipping Damage

INNOCN is not responsible for shipping damage caused by carriers or during transportation. Please contact your shipping service provider to file a claim.

 

Product Warranty

INNOCN provides a 12-month limited warranty for all OLED display products sold by INNOCN, including LED, LCD-TFT displays, etc. Any defects affecting the normal use of these products should be reported to INNOCN during the warranty period. Evidence of the defect must be presented for the warranty to take effect.

 

Limitation of Liability

INNOCN shall not be liable for any incidental or consequential damages arising from breach of any express or implied warranty. INNOCN's maximum liability shall be limited to the purchase price you paid for the product or service plus interest as allowed by law. INNOCN shall not be liable for events beyond INNOCN's control, such as natural disasters, viruses, property damage, loss of use, business interruption, loss of profits, data loss, or other indirect, punitive, or special damages, regardless of cause, whether for breach of warranty, contract, tort (including negligence), strict liability, or otherwise. Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages or limitation on the duration of implied warranties, so the above limitations may not apply to you. This agreement gives you specific legal rights, and you may have other rights that vary by state, jurisdiction, or province.

 

If you have any questions, please feel free to contact our customer support team, and we will be dedicated to providing you with professional and prompt service.