Service&Support
Return and Exchange Policy
Freevision guarantees from the date of product sale(subject to the receiving note of the product), product can be returned without reason within 7 days, product with quality issues can be replaced within 15 days, and within 1 year, product with malfunction caused by non-artificial reason will be repaired for free (only the stabilizer itself), however, will be charged for maintenance if its damaged by human behavior or force majeure
1. You can request Return and Refund Service within 7 days of delivery under following circumstances:
  • 7 days without reason:Within 7 calendar days after receiving the product, the product with no manufacturing defects, complete product, packaging, accessories, gifts, complete user manual, and no man-made damage, which does not affect the second sale, and the cost of back and forth shipment is borne by the user;
  • Manufacturing defects: Obvious manufacturing defects are found on the product without being used within 7 calendar days from the receiving date;
  • Non-human quality problems:There are non-human quality problems caused by the customer receiving the goods within 7 calendar days;
  • Model does not match:The product actually received do not conform to the model or appearance purchased;
  • Damage upon shipment:When the customer receives the product, he unpacks and inspects the goods in front of the delivery person, finds that the product has damage caused by transportation, and provides the shipping company's damage certificate;
2. Freevision has the right to refuse the customer's return request under the following circumstances
  • The return was requested beyond 7 calendars days of delivery (subject to the receiving note of the product).;
  • Legal proof-of-purchase or receipts are not provided during return, or are reasonably believed to have been forged or tampered with;
  • Return product, packaging, accessories, gifts and user manual are either incomplete or damaged by human factors;
  • Product labels, serial numbers, waterproof marks, fake proof marks etc. show signs of tampering or alteration.;
  • Any product fault or damage has been caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation;
  • Damage was caused to the product by external factors out of our control, including fire, flood, high winds and lightning strike;
  • Product has not been sent back to Freevision tech within 7 calendar days after return confirmation from Freevision tech;
3.You can request Replacement Service within 15 calendars days of delivery under following circumstances
  • Manufacturing Defects: Within 15 calendar days after the customer receives the goods, obvious manufacturing defects are found when the goods are not in use;
  • Non-man-made quality problems: within 15 days after the customer receives the product, the product cannot start normally after unpacking according to the manual or under the guidance of technicians, or the product quality defects caused by non-man-made are found;
  • Non-man-made quality problems: after a single replacement of goods, there are non-man-made quality problems;
  • Model does not match: The actual product received does not match the model or appearance purchased.;
  • Damage upon shipment: When the customer receives the product, he unpacks and inspects in front of the delivery man, finds that the product has damage caused by transportation, and provides the shipping company's damage certificate.;
4.Freevision has the right to refuse the customer's replacement request under the following circumstances
  • The replacement was requested beyond 15 calendars days of delivery (subject to the receiving note of the product).;
  • Legal proof-of-purchase or receipts are not provided during replacement, or are reasonably believed to have been forged or tampered with;
  • Replacement product, packaging, accessories, gifts and user manual are either incomplete or damaged by human factors;
  • The product is tested by the Freevision technical support department, and no quality problem was found.;
  • Any product fault or damage has been caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation;
  • Product labels, serial numbers, waterproof marks, fake proof marks etc. show signs of tampering or alteration;
  • Damage was caused to the product by external factors out of our control, including fire, flood, high winds and lightning strike;
  • Where a replacement is requested for damage caused by transport, but no damage certificate issued by the shipping company is provided;
  • Product has not been sent back to Freevision tech within 15 calendar days after replacement confirmation from Freevision tech;
5.Return and Replacement Notice
  • About the time of refund
  • The local credit/debit card/Alipay refund can take up to 10 business days to process after the product is received; International credit card, Visa or MasterCard, refunds can take up to 7-14 business days to process. Please contact Freevision technical support personnel to return the goods under the guidance of technical support personnel;
Maintenance service
Freevision Technology guarantees 1 year of free maintenance with this card if a quality problem is found in the device from the date of product sale.
1.Maintenance service under the warranty under following circumstances:
  • Within one year from the date of selling, the product is malfunctioning under normal due to non-artificial reasons
  • No unauthorized disassembling, modification or installation has been performed on the product
  • The buyer is able to provide the certificate of maintenance service: the warranty card (with buyer’s information, date of selling and the code of the product), the legitimate receipts or invoices
2. No Maintenance will be provided under following circumstances
  • The buyer is unable to provide legitimate receipt or invoices (such as bought at a low price) or the warranty card had already expired (subject to the date of selling on the warranty card).
  • The product is malfunctioning due to the incompatibility of the third-party accessories
  • The product is damaged by misuse that exceeds its bearing limits.
  • The product has been overused, or operated against the instruction, or damaged by improper installation, assemble, storage, transit, or carrying.
  • The products is damage by force majeure, including fire hazard, flood, lightning stroke, traffic accident and so on
  • The device serial number, factory label, and other marks are damaged.
3.Warranty notice
  • Please send back the product according to the instructions of Freevision technicians. Please back up your personal data properly before sending back. If you need a specific version of firmware, please indicate it in the warranty card.;
  • After receiving the device, Freevision after-sales service center will test it to figure out who should bear the responsibility for the problems;
  • If the product is defective in quality, Freevision is responsible for testing fee, material fee, labor fee and delivery fee (excluding tariffs);
  • If the product does not meet the free maintenance requirements after testing, customers can choose to pay for maintenance or get it sent back (The customer has to bear the shipping cost and custom charges).;
  • If the customer has not confirmed the maintenance plan and has not explicitly indicated that he has abandoned the maintenance of the device, Freevision will contact the customer and send it back. The customer has to bear the shipping cost; If the customer is unreachable, Freevision will send back the device to the mailing address, and the customer has to bear the shipping cost;
  • Hangzhou Freevision Intelligent Technology Co., Ltd. shall have the right of final interpretation if the above clauses are in dispute.;
  • This after-sales service policy applies only to the mainland of China. Other countries and regions shall be governed by local after-sales service policies and legal norms.