EKAA After-Sales Service Guide

1) The warranty period for EKAA LCD digital signage products is 1 year (12 months) from the date of delivery. All products undergo strict quality control (QC) inspections before shipment and are shipped only after confirming that the packaging condition is suitable for transportation.

2) We provide customers with free basic product operation training and technical support provided by EKAA.

3) If the product is damaged during transportation, an insurance claim may be filed with the carrier or logistics company. The customer must provide photos of the damage, records made at the time of receipt, and other materials required for the claim. EKAA will assist with the claim procedures with the insurance company.

4) The following cases are not covered by the free warranty.

Damage caused by natural disasters or other force majeure events; misuse, improper operation, or abuse; disassembly or modification without EKAA approval; use that does not comply with the instruction manual or product specifications; inappropriate installation or operating environments; and failures caused by third-party software.

In the above cases, the customer shall bear the cost of required replacement parts, repair costs, and round-trip shipping costs.

5) If a product quality failure occurs that is not caused by customer operation, EKAA will, in principle, begin providing remote technical support within 24 hours. If the display panel or other parts need to be replaced, EKAA will send the replacement parts. If repair is difficult to perform locally, the product must be returned to the EKAA factory for repair. For quality failures within the warranty period, each party shall bear the shipping cost for one direction of the round trip.

6) After the warranty period ends, EKAA will continue to provide technical support. For repairs not covered by the warranty or repairs after the warranty period has ended, we will provide appropriate repair and parts replacement solutions at a reasonable cost.

Shipping Cost Handling Guide

Time	Period / Stage	Shipping Cost / Handling
During transportation	Damage during transportation	Covered by an insurance claim. The customer must submit the documents required to file a claim with the logistics company or carrier. EKAA will assist with the relevant procedures with the insurance company.
Within 1 year	Damage caused by customer operation	To be borne by the customer.
	Product quality failure	Each party shall bear the shipping cost for one direction of the round trip.
After 1 year	Damage caused by customer operation	To be borne by the customer.
	Product quality failure	To be borne by the customer.

Procedure in the Event of a Failure

Our technical support team will confirm the necessary details with the customer to understand the product failure condition.

The customer must provide the model number, serial number, photos, videos, and other information required to identify the issue.

If our technical team determines that parts need to be replaced, replacement parts will be sent.