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As an industrial network equipment manufacturer with 11 years of experience, Lanao has built a complete after-sales service system to provide global customers with timely, professional, and reliable technical support and warranty services. Our service philosophy is based on shared responsibility and risk-sharing with customers. We minimize faults, protect customer investments, and ensure stable network operation through our global spare parts logistics and standardized RMA process.

1. RMA Policy

Return Material Authorization: It is the main process for handling the repair or replace defective products during warranty or post warranty.

2. Technical Support Resources

3. Technical Support Process

4. Product Warranty Policy

Lanao is committed to sharing responsibility and risk with customers, providing comprehensive warranty coverage and professional after-sales support to minimize losses from product faults.

Fault Judgment Rules

• Manufacturer evaluation: based on internal test.

• Customer evaluation: based on evidence (log, photo, video).

• NTF (No Trouble Found): Customer responsible for test & return shipping fee.

5. RMA Process - RFR (Return for Repair)

Total turnaround: Within 10 calendar days from receipt of defective unit at Lanao service center.

Inbound shipping (defective unit to Lanao): Customer's responsibility, including local transportation, customs clearance, and international logistics from the customer to Lanao.

Outbound shipping (repaired unit to customer): Lanao's responsibility, including local transportation, customs clearance, and international logistics from Lanao to the customer.

6. RMA Process - AHR (Advance Hardware Replacement)

Lanao will send good parts within SLA first once the application is approved.

Customer shall send defective parts to Lanao warehouse after receiving good parts.

• AHR is subject to spare parts availability; for out-of-stock items, RFR process will be applied instead.

• For EOL(End-of-Life) product, Lanao reserves the right to replace with alternative device (equivalent or upgraded).

7. DOA (Dead on Arrival) Policy

DOA Claim Procedure

1. Customer must document damage/non-function with photos and video at time of unboxing.

2. Submit DOA claim within 7 calendar days of delivery via portal https://www.lanaotek.com/product-warranty.html or Sales Representative’s email.

3. Lanao QC and technical team completes remote diagnosis within 1-2 business days.

4. Approved DOA units are replaced immediately; no repair process required.

8. Warranty Conditions & Exclusions

Warranty Applies When

• Product is within the standard warranty period

• Defect is caused by manufacturing or material quality issues

• Product serial number and model are legible and match records

• No unauthorized modification, repair, or disassembly

• No damage from improper use, accident, or natural disasters

• Proper storage and operating conditions per product features

Warranty Does NOT Apply When

• Warranty period has expired, maintenance fee 2-10% of the product value charged

• Defect caused by customer misuse, improper installation, or negligence

• Unauthorized modification, repair, or firmware changes

• Damage from force majeure (lightning, flood, fire, earthquake, etc.)

• Serial number removed, altered, or illegible

• Damage during transportation (should be claimed with carrier)

• Normal wear and tear (damaged casing, cosmetic wear, etc.)

• Defect caused by use beyond product features

9. Service Level Agreement (SLA)

Important Notes

• RMA application must be submitted within the valid warranty period; units outside warranty are not eligible for RMA service.

• The defective unit must be returned in original or equivalent protective packaging to avoid transit damage.

• Lanao is not responsible for any data loss on returned defective units; customers must back up data before return.

• For third-party accessories (non-Lanao) purchased, warranty is passed through from original manufacturer.

• Different product line has separate warranty terms as specified in the Product Warranty Policy.