Service Overview

Please login to the Hollyland official website and submit a repair request in your account’s After-sales Application. Once submitted, you will receive a service number to track the progress of your case. If you are unsure whether the issue is a product failure, you can contact our technical engineers by clicking Technical Support on the Support page or contacting: support@hollyland.com

● We will give a preliminary assessment based on the information you provide about the product’s problem. For products out of the warranty period, we will offer an estimated repair cost for your reference. We will keep you updated via email on the status of the repair process, so please keep an eye on your inbox and spam folder. Details about the product’s warranty service coverage can be found in the “Service Coverage” section below.

● Once you confirm sending the product for repair, you will receive the address of our service center on the case page. After you send the device, please fill in the shipping information on the same page. Shipping standards and guidelines can be found in the “Device Shipping & Logistics Costs” section below.

●After receiving your product, the Hollyland service center will conduct an inspection and we will notify you of the inspection results by email.

●If the product’s failure is found out to be out of the warranty coverage, you will need to confirm the provided quotation and make the repair payment. Once the payment is received, Hollyland will proceed with the product’s repair or replacement.

●If the issue falls within the warranty coverage, Hollyland will repair or replace your device free of charge.

●Details about the product’s warranty service coverage can be found in the “Service Coverage” section below. You can track the repair progress on the “Service Progress” page.

Once the repair is completed, the Hollyland service center will return the repaired product. After you receive the repaired product, please check whether the device works properly and feel free to contact us if you have any questions. Please note that the system will automatically close the repair ticket 7 days after shipment.

For products under warranty that experience performance failures due to materials, craftsmanship, or manufacturing issues under normal use and maintenance conditions, we offer repair, replacement or return services. The warranty period for the product commences from the purchase date on your invoice or order. If you cannot provide valid proof of purchase, the warranty period will default to 90 days from the product’s manufacturing date. You can check your product’s warranty period in the Product Warranty Period.

Hollyland may need to format the data on your device. Before sending the device, please back up and delete all personal and business-related data to prevent data loss. Hollyland is not responsible for any losses incurred due to data loss during usage or the repair process.

Device Shipping: After applying for the repair service, please send the device to the address provided by Hollyland. Be sure to clearly indicate the after-sales service number on the package (the after-sales service number will be generated after you submit your request). To ensure an accurate inspection and responsibility determination, please send the necessary components (or the entire device) within 15 calendar days after submitting your repair request. The absence of essential components may lead to an extended repair time. Do not send third-party peripheral products to avoid personal property loss.

Logistics Costs: For in-warranty product repairs, you only need to pay the one-way logistics cost to send the device for repair. After the repair is finished, Hollyland will send the device back to you free of charge. For out-of-warranty product repairs, you may need to bear a portion of the return logistics costs, which will be presented in the quotation.

The specific repair costs will be determined based on the results of your device’s inspection. If the device is within the warranty period, the failure is not due to human factors, and meets the criteria
for free warranty service, we may repair or replace it free of charge as deemed appropriate. For out-of warranty repairs, Hollyland will notify you of the repair cost by email after the inspection, and you can view the quotation in the system after logging in.

To eliminate issues that may arise from old or mismatched firmware versions and to ensure the product’s performance and user experience, Hollyland may upgrade your product’s firmware to the latest version.

*For more detailed information, please read Hollyland’s relevant after-sales policies. By submitting an after-sales request, you acknowledge and agree to all the terms and content in the Hollyland Product After-Sales Service Policy.