Mammotion DOA Policy

1. Definition of DOA

DOA (Dead On Arrival) refers to a product that, upon delivery to the distributor or end customer, exhibits hardware failure, performance issues, or external packaging/appearance damage before use, and the issue qualifies for return or replacement. It is also commonly referred to as "Damaged on Arrival" or "Defective out of the Box". This policy is in addition to customers statutory rights in the event of defects. The exercise of these statutory rights in the event of defects is not restricted by this policy.

2. Scope of Application

This policy applies to all product series purchased through the following channels:

Online Channels:

  • Brand official website
  • Amazon official store
  • E-commerce platforms: Walmart, Home Depot, Lowe’s, Cdiscount, Best Buy, eBay, Rona, MamoMamo, etc.

Offline Channels:

  • National distributors
  • Subordinate dealers
  • Retail stores and Supermarket channel

3. DOA Claim Timeframe

  • For material or manufacturing defects: Customers may file a DOA claim within 30 calendar days of delivery.
  • For incorrect product received: Customers may file a DOA claim within 30 calendar days of delivery.
  • For logistics-related damage (e.g., packaging/component breakage, water damage):
    • Claim should be filed within 7 calendar days of receipt.
    • Latest acceptance deadline: 30 calendar days (from delivery).

4. DOA Qualification Criteria

A product qualifies as DOA if it meets any of the following conditions:

  • Core accessory damage (charging station, adapter, etc.)
  • Main unit hardware failure or malfunction due to hardware issues
  • Shipping damage (severely damaged packaging, visible product damage)
  • Not as described (wrong product received)
  • Functional defects (failure to charge, power on, connect, or pair)
  • Other factory defects confirmed by technical personnel

5. Required Documentation

Customers shall provide:

  • Proof of purchase (receipt, invoice, etc.)
  • Product identification (device name/SN)
  • Detailed fault description evidence (photos/videos)
  • Proof of Delivery (required for packaging damage claims)

6. DOA Claim Process

1. Initiation:

a. Customers shall contact their purchase channel to file a DOA claim:

  • Offline dealers channel: Contact the purchasing dealer.
  • Online stores channel(e.g., official website/Amazon): Contact Mammotion customer service.
  • Retail stores and Supermarket channel: Contact store customer service.

b. Ensure the claim is filed within the DOA timeframe (Section 3) and prepare all required documents (Section 5).

2. Validation:

a. The channel representative verifies the claim against:

  • DOA timeframe (Section 3)
  • DOA criteria (Section 4)

3. Resolution:

a. If approved, the representative confirms whether the customer requests a refund or replacement and provides guidance per channel policies.

b. Return instructions:

  • Use the original packaging (if severely damaged, substitute with equivalent packaging).
  • Secure the product with adequate padding to prevent secondary damage during transit.

c. Return shipping:

  • Online purchases: Mammotion provides a return label.
  • Offline purchases: Customer arranges return after agreement with the representative.
  • Costs: Covered by Mammotion for approved DOA claims.

7. Non-Qualifying DOA Claims

If the claim does not meet DOA criteria, the following applies:

Expired claim (>30 days) but meets Section 4 defects:

  • Offer troubleshooting, part replacement, or repair.

Non-DOA defects:

  • Provide technical support/software installation guidance only (no refund/replacement).

8. DOA Refund Process

1. Approval:

a. If the claim is approved and the customer opts for a refund, the representative follows channel-specific refund procedures.

2. Return:

a. Customer returns the product by the specified deadline.

3. Refund Issuance:

a. Refund amount equals the original payment (minus potential channel-specific fees; consult the representative).

b. Processed within 5 business days after return confirmation (timelines vary by channel; consult the representative).

9. DOA Replacement Process

1. Approval:

a. If the claim is approved and the customer opts for replacement, the representative follows channel-specific procedures.

2. Return:

a. Customer returns the product by the specified deadline.

3. Replacement Shipment:

a. A brand-new unit of the same model is shipped.

b. Out-of-stock scenarios:

  • Offer an alternative model with price adjustment.
  • If the customer declines, process a DOA refund.