After-sales Service Policy
1. Installation Service
1.1 Online:
We recommend installing ENROAD products yourself. Each product includes all necessary tools, a user manual, and installation guide videos to help you better understand and operate the product.
1.2 In-store:
Installation is generally provided by retail stores. If installation service is unavailable, please contact ENROAD After-Sales Service.
2. Return Policy
Customers can return ENROAD products within 60 days of receiving the product (based on courier tracking record). To return, you must provide valid proof of purchase and, if available, an invoice. The product must be new, unused, and undamaged, with intact branding and certification marks.
Returns will not be accepted if the product is damaged, packaging is missing, or items such as gifts are lost, affecting resale value. Return shipping costs are the customer's responsibility.
Refunds will be processed within 30 business days after receiving the returned product, and will be issued through the original payment method. The refund date may vary due to factors like banking or payment provider processing.
3. Warranty Policy
ENROAD provides after-sales service for any functional defects that are not due to misuse. This limited warranty only applies to products purchased directly from ENROAD or authorized distributors.
If the warranty involves product or part replacement, the replaced product/part becomes ENROAD’s property, and the replacement becomes the customer's property. Only unaltered ENROAD products and parts can be replaced. Replacement parts may not be brand new but will be in good working condition, equal in performance to the original parts. If the product is discontinued, we will replace it with a similar product of equivalent value.
Required for Warranty: Proof of purchase (including purchase date and store), product SN, name, model, and defect photos or videos.Replaced parts are covered under the original product's remaining warranty. Replaced products or accessories will be linked to a new SN.
The warranty does not cover the following:
· Damage from misuse or improper storage.
· Damage from failure to follow user manuals or intentional misuse.
· Unauthorized disassembly or modification.
· Wear-and-tear items or consumables.
· Damage caused by repairs not performed by authorized service personnel.
· Further damage caused by continued use after a defect is noticed.
· Issues outside the warranty period.
· Force majeure events (e.g., earthquakes, fires, accidents).
· Complimentary items or accessories.
· Damage due to incompatible vehicle installations (e.g., due to vehicle shape or construction).
4. After-Sales Shipping Costs
For warranty claims due to non-user-related quality issues, ENROAD covers both return and replacement shipping costs. For out-of-warranty or user-related issues, shipping costs will be shared equally between the customer and ENROAD.
5. Service Fees
Repairs not covered by warranty may incur service charges (including parts and shipping). For specific pricing, please contact customer service. For parts replacement, a 6-month warranty is provided on the replacement parts.
6. Contact Information
Pre-Sales Support: service@enroadgear.com
After-Sales Support: support@enroadgear.com
7. Warranty Period
Lifetime Limited Warranty:
Main body(Shell), Support Arm, Locking Mechanism, Lower Lock Kit (including fiberglass strips and covers), Front-located Secondary Lock™ Kit, ClickHold™Kit, Strap Kit, Washable Felt Pads:
1 Year:
Tail Lights, Motion-sensing Light, Battery Box, Solar Panel, Trispark
5 Years: Fingerprint Locks.
1 Year: Outdoor Water Bags.
Under the terms and conditions outlined in this warranty, ENROAD will remedy defects in materials or workmanship during the warranty period by repairing or replacing defective components, without charging for parts or labor.
8. Additional Information
Incorrect Address: If the provided shipping address is incorrect or the recipient refuses the package, any resulting losses will be the customer's responsibility.
International Returns: For returns from other countries or regions, prior approval from ENROAD is required, and any associated customs fees or taxes are the customer's responsibility.
Inspection upon Receipt: Please inspect the product upon delivery. If the product is damaged, report the issue to ENROAD after-sales service center within 24 hours of receipt. Otherwise, the product will be considered undamaged and functioning properly, and no claims will be processed after the deadline.
Exclusions from Warranty Coverage: ENROAD's warranty does not cover damage to vehicles or other property, nor does it cover personal injury.
Warranty Exclusions: This warranty does not cover normal wear and tear (e.g., scratches, dents, fading, etc.), improper vehicle operation, improper cargo securing, or overloading.