After-sales Policies

PART I: General Service Provision

In addition to the product, DEGRII or an authorized DEGRII dealer may provide a comprehensive package of services tailored to meet customer needs and project plans. Customers can select services based on the specific circumstances and requirements in their region.

To ensure swift and effective support, DEGRII will make every effort to diagnose and resolve issues through various communication channels, such as telephone, e-mail, or online chat. As part of the diagnostic process, DEGRII may guide you to download and install specific software updates designed to address the reported issue.

If the issue cannot be resolved through remote troubleshooting or software updates, you may be required to deliver the product to DEGRII for further inspection. Customers will receive clear instructions on how to package and ship their product to prevent additional damage during transit.

For cases covered under this Limited Warranty, DEGRII will arrange for repair or replacement services at no cost. This includes coverage for return shipping fees to ensure a seamless customer experience.

1. Service Flow

2. Multiple Online Services

2.1 Document Provision

DEGRII provides a range of resources to support customers, including product training manuals, instructional videos for product use, and daily maintenance guides. These resources are regularly updated to reflect the latest product developments and customer feedback.

Find the latest manuals and FAQs here: degrii.com/pages/support.

2.2 Technical & Training Support

The DEGRII technical support team offers services designed to assist end-users in resolving issues that hinder the proper use of DEGRII Pool Cleaners, including troubleshooting, software applications, and guidance on repairs.

Technical support aims to walk users through specific steps required to address and fix issues.

2.3 Multiple Service Platforms

Customers can access DEGRII’s support services through various platforms for their convenience:

Telephone: +1 (888) 533-4744 (Available Mon-Fri, 9:00 AM - 6:00 PM)

Email: happycustomer@degrii.com (Response within 24-48 hours)

Join the Community: Facebook Group

Online Chat: Available on degrii.com and the “DEGRII OS” App (Whatsapp integrated for quick assistance)

Authorized Dealer Support: Customers may also seek assistance from the DEGRII-authorized dealer where the product was purchased.

3. Return & Refund Service

3.1 Conditions for Requesting Return & Refund Service

You may request a Return & Refund Service under the following conditions:

The request is made within 30 calendar days of receiving the product.

The product has a confirmed manufacturing defect.

The product includes all original attachments, manuals, and other accessories in the package and is in new or like-new condition (i.e., no cracks, dents, or scratches).

Refund applications must be submitted through the original purchase channel.

For orders placed on DEGRII's official website, a refund can be requested if the payment was successful but DEGRII has not yet arranged delivery. Please note that DEGRII will deduct applicable refund fees as per the payment platform's policies.

3.2 Conditions Where Return & Refund Service Will Not Be Provided

DEGRII will not offer Return & Refund Service under the following conditions:

The request is made beyond 30 calendar days of receiving the product. (The warranty period for Return & Refund Service, Replacement Service, and Warranty Repair Service varies based on the product, the part experiencing issues, or the country of purchase.)

The product is returned without all original accessories, attachments, or packaging, or is not in new or like-new condition.

The product shows visible damage, such as cracks, dents, or scratches.

Remote verification determines the product does not meet the criteria for a qualified refund.

A valid proof of purchase (receipt or invoice) is not provided, or the provided proof is reasonably believed to be forged or tampered with.

The product has faults or damage caused by unauthorized use, modification, improper installation, or operation, including but not limited to :

a. Exposure to moisture or foreign bodies (e.g., water, oil, sand).

b. Unauthorized repairs or alterations.

Product labels, serial numbers, or waterproof marks have been tampered with or removed.

Damage is caused by uncontrollable external factors such as fire, floods, high winds, or lightning strikes.

The product is not delivered to DEGRII within 30 calendar days of receiving confirmation for the Return & Refund Service request.

3.3 Special Considerations

In certain cases, DEGRII may work with customers remotely to verify eligibility for a "qualified" refund. This includes video or photographic evidence to confirm the product’s condition or the nature of the defect.

Notes:

Refunds for eligible orders placed on DEGRII’s official website may be subject to fees associated with the payment platform.

Return and refund requests must be initiated through the original channel of purchase.

4. Replacement Service

4.1 Eligibility for Replacement Service

You may request a Replacement Service under the following conditions:

Within 30 calendar days of receiving the product, if it has sustained substantial damage during transit. Proof of damage issued by the carrier must be provided within 3 days of receiving the product, as confirmed by the tracking number.

Within 30 calendar days of receiving the product, if it suffers from verified performance issues, such as the inability to climb walls due to incompatibility with the pool surface.

4.2 Ineligibility for Replacement Service

Replacement Service will not be provided in the following cases:

The request is made more than 30 calendar days after receiving the product for the specified performance or logistics issues.

Proof of purchase, such as receipts or invoices, is not provided or is suspected of being forged or tampered with.

The product sent for replacement is missing original accessories, attachments, packaging, or contains items damaged by user error.

The product is found to have no defects after testing by DEGRII. In such cases, DEGRII may work remotely with the customer to validate if the issue qualifies for replacement.

The product has been damaged due to unauthorized use or modification, including exposure to moisture, foreign bodies (e.g., water, oil, sand), or improper installation or operation.

Product labels, serial numbers, or manual damage indicators show signs of tampering or alteration.

Damage is caused by uncontrollable external factors, including fire, floods, high winds, or lightning strikes.

The product is not sent back to DEGRII within 30 calendar days after replacement confirmation. In such cases, DEGRII will assume the customer has forfeited their right to exchange.

Proof of transit damage issued by the carrier cannot be provided within the required time frame.

Other circumstances as specified in this policy.

4.3 Further Clarification on Product and Part Replacement

When DEGRII’s after-sales service involves the replacement of a product or part, the replaced item becomes DEGRII’s property, and the replacement item becomes the customer’s property.

Only unaltered and genuine DEGRII products and parts are eligible for replacement.

Replacement products or parts provided by DEGRII may not be new but will be in good working condition and at least functionally equivalent to the original product or part.

Replacement products or parts provided under warranty will inherit the original product’s warranty period, including refurbished products, spare parts, or discounted new products.

4.4 Warranty Period for Special Discount Products

Special discount products refer to items purchased after the original device’s warranty expires, including refurbished or new products offered at a discount.

DEGRII will clearly communicate the price, discount, and associated warranty terms at the time of purchase. Warranty terms for such products will be distinct from standard items and depend on the specific offer.

5. Warranty Repair Service

The main components of DEGRII products have different warranty periods. A detailed list of these components and their respective warranty durations is provided in Part III of this document.

5.1 Eligibility for Warranty Repair Service

You may request a Warranty Repair Service under the following conditions:

The product has not been subjected to abnormal or unauthorized use and has been operated as intended by the manufacturer during the warranty period.

No unauthorized disassembly, modification, or installation has been performed on the product or any of its components.

A valid proof of purchase, receipt, or order number (for DEGRII Direct Sales) is provided.

5.2 Ineligibility for Warranty Repair Service

Warranty Repair Service will not be provided in the following circumstances:

Damage caused by repairs or modifications performed by a non-authorized service provider.

The product is outside the warranty period.

Damage or loss is caused by incorrect use or uncontrollable external factors, including collisions, tsunamis, biological ingestion (e.g., animals or pests), or cable faults.

Damage is caused by unauthorized modifications, disassembly, or shell opening not aligned with official instructions or manuals.

Damage is caused by improper installation, incorrect use, or operation that does not comply with official instructions or manuals.

Damage or loss is caused by continued use when components are aged, damaged, or beyond their functional life.

Damage or loss is caused by operating the unit with a low-charged or defective battery.

Damage or loss results from use outside the maximum safe range and depth specified by the manufacturer.

Products or components with altered or removed identification labels.

The product is not sent back to DEGRII within 30 calendar days after warranty service confirmation. In such cases, DEGRII will consider the customer to have forfeited their right to service.

Damage caused by extreme environmental factors not covered under warranty, such as submersion beyond the rated depth, severe heat exposure, or exposure to harmful chemicals.

Other situations outlined in this policy.

5.3 Scope of Warranty Repair Service

Warranty repair services cover only the following components:

Motor chamber

Battery

For all other parts or accessories, warranty repair service is not included under this policy and may be subject to separate terms or paid repairs.

6. What to Do Before Obtaining After-Sales Service

To ensure a smooth after-sales service process, please prepare the following:

Purchase Invoice: A valid sales invoice issued by DEGRII or an authorized dealer of DEGRII.

Log ID: Export the Log ID from the DEGRII app, which includes the product's Serial Number and version information.

Activation Date: If a valid invoice or warranty card cannot be provided, the activation date confirmed by DEGRII will be used as the starting date of the warranty.

Production Date: If neither a valid invoice nor a warranty card can be provided, the production date can be used as the warranty start date. A grace period of 90 days from the production date will be added to determine the warranty coverage.

7. Other Essential Information

Warranty Period Variations: The warranty duration for services like Return & Refund Service, Replacement Service, and Warranty Repair Service may vary based on factors such as the product type, the affected part, or the country of purchase. Warranty details specific to your product are outlined in Part III.

Shipping Costs: Customers are responsible for shipping costs when sending products for return, repair, or replacement. If the issue qualifies under warranty, DEGRII will cover the cost of return shipping to the customer. If the issue does not fall under warranty or the product is out of the warranty period, customers will bear all associated costs, including detection, replacement, repair, and shipping fees.

Remote Assessment Option: In certain cases, DEGRII may work with customers remotely to confirm whether the issue qualifies for replacement or repair.

Customer-Paid Repair Service: If a product is not covered under the DEGRII warranty, customers may opt for a paid repair service. DEGRII will provide a repair cost estimate, and repairs will only proceed after customer approval. If you disagree with the repair costs, DEGRII will return the product, and you will be responsible for return shipping and any associated fees, such as inspection fees.

Warranty for Paid Repairs: DEGRII provides a 90-day warranty for parts replaced during paid repairs. The warranty starts on the day the customer receives the repaired product.

8. Use of Personal Contact Information and Data

By obtaining service under this policy, you authorize DEGRII to store, use, and process your product data and personal contact information, including:

Name, phone number, address, and email address.

Flight log and vision image data stored in your DEGRII product (if applicable).

8.1 Purpose of Data Collection:

To perform the service as outlined in this policy.

To contact you regarding service satisfaction, product recalls, or safety notifications.

To validate warranty claims and provide accurate diagnostics.

8.2 Data Sharing:

DEGRII may transfer your information to any country where we do business or share it with entities acting on our behalf to provide after-sales service.

We may disclose your information as required by law.

DEGRII’s privacy policy is available at https://degrii.com.

PART II: Limited Warranty

These DEGRII After-Sales Policies (the “Policies”) apply only to DEGRII products purchased from DEGRII authorized retailers or directly from DEGRII for personal use, not for resale.

These Policies are available in other languages at https://degrii.com/pages/support. In the event of any conflict between translations, the English version shall prevail.

By using your DEGRII product, you agree to be bound by these policies. If you do not meet eligibility criteria or disagree with any terms, please do not use the product.

1. How to Obtain Warranty Services

If your product malfunctions within the warranty period, you may request after-sales service by contacting your local DEGRII dealer listed in Part III or via https://degrii.com/pages/support.

You will be required to provide valid proof-of-purchase, receipt, or order number (for DEGRII Direct Sales) to receive warranty service.

Charges may apply for services or repairs not covered under this Limited Warranty.

Warranty service is available only within the DEGRII service regions corresponding to your purchase location.

Please contact DEGRII for region-specific information.

2. What DEGRII Will Do

DEGRII will attempt to diagnose and resolve your issue remotely by telephone, email, or online chat. You may be instructed to download and install specific software updates.

If the issue cannot be resolved remotely or via software updates, you may be required to send the product to DEGRII for further inspection.

DEGRII will arrange repair or replacement free of charge if the issue qualifies under this Limited Warranty.

3. What This After-Sales Policy Does NOT Cover

This Policy excludes coverage for:

Damage caused by crashes, fire, or other incidents resulting from non-manufacturing factors including, but not limited to, operator errors and normal wear of consumable parts such as cartridge filters, roller brushes, foam rollers, belts, and blue bearings.

Damage due to unauthorized modification, disassembly, or shell opening not performed according to official instructions or manuals.

Damage from improper installation, incorrect use, or operation not following official instructions or manuals.

Damage caused by non-authorized service providers.

Damage due to unauthorized circuit modifications, or misuse/mismatch of batteries and chargers.

Damage resulting from failure to follow instructions and user manual recommendations.

Damage caused by operating the product in environments with interference from other wireless devices (e.g., transmitters, video downlinks, Wi-Fi).

Damage caused by forced operation when components are aged or damaged, or due to debris like leaves or branches trapped in belts, bearings, brushes, or foams causing motor resistance.

Damage from reliability or compatibility issues due to unauthorized third-party parts.

Damage caused by operation with low-charged or defective batteries, or by storing batteries discharged for extended periods.

Expectation of uninterrupted or error-free operation.

Loss or damage to data stored on or used by the product.

Any software programs provided with or installed on the product.

Failure or damage caused by third-party products, including those integrated or supplied by DEGRII upon your request.

Damage resulting from non-DEGRII technical or other support (e.g., “how-to” assistance, inaccurate product setup, installation, or firmware upgrades).

Damage caused by operating the ROV in restricted or sensitive zones (military areas, natural resource protection zones, unauthorized pools, etc.).

Damage caused by unpredictable external factors (e.g., pool collapse, animal interference).

Products or parts with altered or removed identification labels.

Damage caused by improper charging practices, such as charging when charging pins are wet.

4. Limitation of Liability

When you receive service, DEGRII is responsible for loss or damage to your product only while it is in DEGRII's possession or during transit when DEGRII arranges transportation.

DEGRII is not responsible for any loss, damage, or disclosure of any data, including confidential, proprietary, or personal information, contained in or stored on the product.

Under no circumstances, and notwithstanding the failure of the essential purpose of any remedy set forth herein, shall DEGRII, its affiliates, suppliers, resellers, or service providers be liable for any of the following, even if informed of their possibility and regardless of whether the claim is based on contract, warranty, negligence, strict liability, or other theory of liability:

a. Third-party claims against you for damages;

b. Loss, damage, or disclosure of your data;

c. Special, incidental, punitive, indirect, or consequential damages, including but not limited to lost profits, business revenue, goodwill, or anticipated savings.

In no event shall the total liability of DEGRII, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damage, not to exceed the amount paid by you for the product.

The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property, or damage to tangible personal property for which DEGRII is liable under applicable law.

As some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, these limitations or exclusions may not apply to you.

5. Limitations and Exclusions

Please ensure you have thoroughly studied the DEGRII Pool Cleaner product functions and precautions before first use. Product failures caused by misuse or misoperation due to failure to understand product functions and precautions are not covered by this warranty.

This warranty does not apply to systems or components that are damaged or fail as a result of normal wear and tear, including but not limited to tethers, viewports, light domes, seals, gaskets, and other parts subject to routine wear.

This warranty does not apply to systems or components damaged or failing due to the user’s failure to read and observe DEGRII Pool Cleaner’s instructions for proper operation and maintenance as provided in the User Instruction Manual.

This warranty does not apply to systems or components damaged or failing due to connection to improper or improperly wired power sources, inadequate packing, accidents in transit or otherwise, fire, theft, flood, natural disasters, or other similar external events beyond DEGRII’s control.

This warranty does not cover damages caused by the use of unauthorized third-party parts, accessories, or software, or modifications made to the product not authorized by DEGRII.

Note:

The warranty period is subject to local laws and regulations, which may vary by country or region.

Damages caused by human error or external factors are not covered under warranty. The results of the DEGRII After-Sales Center’s testing will be considered final. For further details, please refer to "PART II: LIMITED WARRANTY."

6. Supplementary Information

The DEGRII service policy is subject to change without prior notice. For the most up-to-date information and announcements, please visit degrii.com.