Service & Support

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Warranty Policy

integrated solutions provider dedicated to LED product development, manufacturing solutions provider dedicated to LED product development.

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    Warranty Scope

    This Warranty Policy applies to LED display products (hereinafter referred to as “Products”) purchased directly from Unilumin Group Co., Ltd. (hereinafter referred to as “Unilumin”) and within Warranty Period. Any products not purchased directly from Unilumin do not apply to this Warranty Policy.



    Warranty Period

    The warranty period shall be in accordance with the specific sales contract. Please make sure warranty card or other valid warranty documents are in safekeeping.



    Warranty Service

    Products shall be installed and used strictly aligned with the Installment Instructions and Cautions for Use stated in the product manual. If Products have defects of quality, materials, and manufacturing during normal use, Unilumin provides warranty service for Products under this Warranty Policy.



    Warranty Service Types

    4.1 Online Remote Free Technical Service
    The remote technical guidance is provided through instant messaging tools such as telephone, mail, and other means to help solve simple and common technical problems. This service is applicable for technical problems including but not limited to the connection issue of signal cable and power cable, system software issue of software use and parameter settings, and replacement issue of the module, power supply, system card, etc.


    4.2 Return to Factory Repair Service
    a) For problems of Products that cannot be solved by online remote service, Unilumin will confirm with the customers whether to provide returning to the factory repair service.
    b) If factory repair service is needed, customer shall bear the freight, insurance, tariff and customs clearance for return delivery of the returned products or parts to Unilumin’s service station. And Unilumin will send back the repaired products or parts to customer and only bear one-way freight.
    c) Unilumin will reject unauthorized return delivery via pay upon arrival and will not be liable for any tariffs and custom clearance fees. Unilumin shall not be held liable for any defects, damages or losses of the repaired products or parts due to transportation or improper package


    4.3 Provide On-site Engineer Service for Quality Issues
    a) If there is a quality issue as stipulated in Article 5 of this Warranty Policy, and Unilumin believes the condition is necessary, on-site engineer service free of charge will be provided.
    b) In this case, customer shall provide a fault report to Unilumin for on-site service application. The content of the fault report shall include but not be limited to photos, videos, number of faults, etc., to enable Unilumin to conduct preliminary fault judgment. If the quality problem is not covered by this Warranty Policy after the on-site investigation of Unilumin’s engineer, customer shall pay travel expenses and technical service fees under Unilumin's standards.
    c) Defective parts replaced by Unilumin’s on-site engineers shall be the property of Unilumin.




    No warranty liability shall be assumed by Unilumin for defects or damages due to the following conditions


    5.1 Unless written agreed otherwise, this Warranty Policy does not apply to consumables, including but not limited to connectors, networks, fiber optic cables, cables, power cables, signal cables, aviation connectors, and other wire and connections.


    5.2 Defects, malfunctions or damages caused by improper use, improper handling, improper operation, improper installation/disassembly of the display or any other customer misconduct. Defects, malfunctions or damages caused during transportation.


    5.3 Unauthorized disassembly and repair without permission of Unilumin.


    5.4 Improper use or improper maintenance not in accordance with the product manual.


    5.5 Man-made damages, physical damages, accident damages and product misuse, such as component defect damage, PCB board defect, etc.


    5.6 Product damage or malfunction caused by Force Majeure Events, including but not limited to war, terrorist activities, floods, fires, earthquakes, lightning, etc.


    5.7 The product shall be stored in a dry, ventilated environment. Any product defects, malfunctions or damages caused by storage in an external environment that does not comply with the product manual, including but not limited to extreme weather, humidity, salt haze, pressure, lightning, sealed

    environment, compressed space storage, etc.


    5.8 Products used in conditions not meeting product parameters including, but are not limited to lower or higher voltage, extreme or excessive power surges, improper power conditions.


    5.9 Defects, malfunctions, or damages caused by non-compliance with technical guidelines, instructions, or precautions during the installation.


    5.10 Natural loss of brightness and color under normal conditions. Normal degradation in the performance of the Product, normal wear and tear.


    5.11 Lack of necessary maintenance.


    5.12 Other repairs not caused by product quality, design, and manufacturing.


    5.13 Valid warranty documents cannot be provided. Product serial number is torn or damaged. Product shell or other external parts are damaged.


    5.14 Repairs after Warranty Period.


    5.15 Products which have too significant damages caused by mishandling, accidents, improper maintenance, and failure to comply with product manual to be prepared.


    5.16 Products malfunctions caused by unmatched play or control devices that are not provided by Unilumin. If Products are damaged arising out of the aforementioned unmatched devices and require Unilumin’s repair, charging rate shall be as per Article 7.4.



    Warranty Service Process

    6.1 Remote Service Process

    Submit service requirements through website, email, telephone and other service channels of Unilumin with a warranty card or contract number. Specific content of the service and contact information shall be provided.


    6.2 Product Return to Repair Process

    Submit service requirements through the website, email, telephone and other service channels of Unilumin with a warranty card or contract number. Packing list of the returned product and postal information to receive the repaired product shall be provided.

    a) Unilumin’s postal information is stipulated in Article 8.

    b) Customer instructions:

    i. Shall provide a brief fault report (can be attached to the surface of the repaired item)

    ii. Shall provide packing list (including contract number, model and quantity of the repaired item)

    iii. Shall provide receipt postal information (company name, address, consignee, contact information, etc.)

    iv. To avoid damages of the returned products during transportation, please be cautious about the package and protection of the products. Unilumin is not responsible for any damages to the returned products or parts during delivery.


    6.3 On-site Engineer Service Process

    Submit service requirements through the website, email, telephone and other service channels of Unilumin with a warranty card or contract number. Service content, site address, contact information, and visa application information shall be provided.



    General Terms

    This Warranty Policy is a standard application of Unilumin. No other third party (including any agent, distributor or sales representative) is authorized to make any representations or warranties that are different from this Warranty Policy. Unless otherwise confirmed by Unilumin in written forms of contract or other documents, any warranty clauses that conflict with this Warranty Policy shall be deemed to be automatically invalid. Final power of interpretation of this Warranty Policy shall be vested in Unilumin.



    Service Station Contact Information

    Global Headquarters



    Add: No. 6 Lanjing North Road, Pingshan District, Shenzhen

    Tel: +86 13714059744







    Add: 8022 Horizon Park Drive, Suite 800, Orlando FL 32089, United States

    Tel: +1 916 281-8847




    Add: Guillermo González Camarena 1450 Local B, Colonia Santa Fe Centro,  C.P. 01219 Ciudad de México,

    Tel: +52 1 55 7447 7495







    Unilumin LED Europe B.V.

    European Service & Logistics Center
    Address: Staalweg 8, 4104AT Culemborg,the Netherlands
    Tel: +31 345788130



    Add: Profile West 950 Great West Road, Brentford, London TW8 9ES, UK

    Tel: +44 (0)20 8568 6333




    Add: Raiffeisenstr. 30 - 70794 Filderstadt, Germany

    Tel: +49 711 38930 400




    Add: Russia 111024 Moscow, Prospekt Zavod Serp and Molot, building 10, Business Centre "Integral"

    Tel: +7 (906) 739-09-86







    Add: No. 9, Alley 89, Tu Lien Street, Tay Ho District, Hanoi, Vietnam




    Add: 2/7 Anzed Court.Mulgrave, VIC 3170 Australia

    Tel: +61 479 062 400




    Add: 7 Floors,TST Tower.21 Soi Choei Phuang, Chom Phon,

    Khet Chatuchak, Bangkok Thailand 10900

    Tel: +66 99 618 9658




    Middle-East & Africa


    Saudi Arabia

    Add: Riyadh



    Add: Suite 1702,Reef Tower,Cluster O,Jumeirah Lake Tower

    Tel: +97 144 2701 71