Hesai Product Warranty Service Manual

Published on 2022/03/31

Thank you for purchasing Hesai product(s)! This Hesai Product Warranty Service Manual (the "Manual") sets forth the terms and conditions of the warranty service for our products globally. Please read it carefully before you place an order for our products. Your purchase of Hesai products implies that you agree with and accept our warranty policy in the Manual.

Hesai Technology Co., Ltd. (hereinafter referred to as "Hesai") provides warranty service for Hesai lidar products and accessories (hereinafter referred to as "Product(s)") in the original factory packaging. Unless otherwise agreed in applicable sales contract for a longer period of warranty, the warranty period for relevant Products shall be one (1) year from the date when the Products are delivered to you. Should you need extended warranty service, please consult with our sales representatives for details.

When you submit a valid claim to Hesai within the scope of the Manual, Hesai shall provide original factory warranty service accordingly.

1. Service Plan

  1. When you request for warranty service from Hesai in accordance with the Manual during the warranty period, Hesai will, at its discretion, decide:
    • 1.1 To repair the defective Product to fit for the purpose of normal use as provided by Hesai;
    • 1.2 To replace the defective Product with qualified product of the same model (or with your consent, qualified product of similar functionality).

  2. The warranty period for any Product repaired or replaced within the warranty scope will be one of the following, whichever provides longer coverage for you.
    • 2.1 The remaining warranty period of the original Product;
    • 2.2 Ninety (90) calendar days from the date of delivery of the Product after replacement or repair.

  3. Unless otherwise agreed, Hesai shall provide mail-in service during the applicable warranty period. If Hesai determines that your Product is eligible for mail-in service, Hesai will send you instruction on how to properly package and address your Product, so that you may send the Product to a Hesai-authorized service center. The Product will be returned to you once maintenance service is complete.

  4. For any quality problem of the Product falling within the warranty scope as agreed by Hesai in applicable sales contract, no repair or replacement fees will be borne by you. For any problem not covered by the warranty, the maintenance fee shall refer to Hesai's repairing quotation for the actual service.

  5. Shipping expense incurred for repair or replacement under the warranty shall be negotiated between you and Hesai.

  6. The repair time shall be decided by Hesai with regard to the circumstances of the defective Product and customer need.

  7. Unless otherwise provided in relevant sales contract, within 10 working days after receipt of the Product that you purchase from Hesai, you shall perform a visual inspection on the delivered Product. If there be any obvious defect in appearing or damage, please contact Hesai without unreasonable delay.

  8. Should you have any problem regarding product maintenance and warranty, please contact us via our website, email or telephone as set forth below.

2. Scope of Repair

  1. Within the warranty period, the Product cannot fit for normal use due to its own software or hardware problem, and after repair can fit for the normal use of the Product.

  2. Within the warranty period, the Product cannot fit for normal use due to any defect in materials or workmanship, and after repair can fit for normal use of the Product.

  3. Except for normal use of the Product pursuant to ordinary industrial standards, any other quality requirements for the Product shall be addressed in relevant sales contract or product specifications provided by Hesai.

3. Disclaimer

  1. The following circumstances are not covered by warranty
    • 1.1 Failure to provide valid product warranty documents or certificate of purchase to prove that the Product was purchased by you through official channels;
    • 1.2 Any damage arising from installation, use or operation of the Product that does not comply with the user instructions published, provided or agreed to by Hesai (including but not limited to technical specifications, user manuals and product usage precautions);
    • 1.3 Any damage arising from the unauthorized modification, disassembly, and opening of the Product without approval by Hesai and without official instruction;
    • 1.4 Any malfunction or damage arising from any accident, improper use, mis-use or crash due to any problem other than product quality;
    • 1.5 Any malfuction or damage arising from any force majeure cause, including but not limited to fire, contact with corrosive liquid, typhoons, earthquakes, complex electromagnetic environment, or strong ambient interference, as well as any other external causes;
    • 1.6 Decline in the Product's performance (measurement range etc.) to certain extent, which is caused by normal aging of components of the Product, is not covered by warranty;
    • 1.7 Any product that is stolen, robbed, missing, forgotten, or discarded;
    • 1.8 Any damage arising from the use of third-party components or products that do not meet the specifications of Hesai's Products;
    • 1.9 Any damage arising from any service provided by non-Hesai representative or any service provider that is not authorized by Hesai;
    • 1.10 Any Product of which serial number has been removed or smeared;
    • 1.11 Any other malfunction or damage due to causes other than product quality.

  2. Unless otherwise agreed to in relevant sales contract, all product quality issues shall be evaluated according to the evaluation report issued by Hesai's technical support team. Hesai reserves the right of final interpretation in that respect.

  3. This Manual shall apply to all products and accessories in original factory packaging sold by Hesai. Hesai reserves the right to update this Manual, and applicable warranty service shall be stated in the latest version of the Manual to be published. Should there be any change of warranty period prior to the issuance or modification of the Manual, the actual warranty period agreed by Hesai shall apply.

4. General Provisions

  1. To the maximum extent permissible by applicable law, this Manual is exclusive and is in lieu of all other warranty obligations whether oral, written, express or implied. No dealer, agent, service center or employee is authorized by Hesai to make any modification, extension, or addition to the Manual. If any term is held to be unenforceable under applicable law, the legality or enforceability of the remaining terms shall not be affected. The Manual is governed by and construed under the laws of the country/region in which purchase of the Product took place.

  2. To the maximum extent permissible by applicable law, Hesai shall not be responsible for indirect, special, incidental or consequential damages resulting from purchase or use of the Product and/or accessory, including but not limited to loss of revenue, loss of actual or anticipated profits (including loss of profits in relevant contracts), loss of the use of money, loss of business, loss of opportunity, loss of goodwill or reputation, loss of or damage to or corruption of data, or other indirect damages caused including the replacement of equipment and property, any costs of recovering, programming or reproducing any program or data stored in or used in connection with the Product.


Technical support: 400-805-1233

After-sales service: service@hesaitech.com

Company website: www.hesaitech.com

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