Warranty and Return Policy

Thank you for choosing xLean. We want you to love your product. This policy applies only to original xLean products purchased from official xLean stores or authorized retailers. By purchasing our products, you agree to these terms. If there is any translation discrepancy, the English version governs.

1. Warranty Coverage

xLean provides a limited warranty for the xLean TR1 for normal household use. This warranty covers defects in materials or workmanship and applies only to the original purchaser.

Unless otherwise required by applicable law, the warranty period is two years from the date the customer actually receives the product, as verified by delivery records, signed receipt, order records, or other acceptable proof of delivery.

Covered items may include:

1. TR1 main unit and core functional components
2. Docking station, base, power adapter, battery, and major electronic components
3. Included standard accessories, if they are essential to normal operation and fail due to a defect in materials or workmanship

For crowdfunding orders, if the exact delivery date cannot be reasonably verified, xLean may determine the warranty start date based on shipment records, logistics delivery records, or other valid proof.

2. Warranty Service

If the product is stored, handled, installed, used, and maintained according to the official user manual, installation guide, quick start guide, and maintenance recommendations, xLean will provide warranty service for defects in materials or workmanship.

Warranty service may apply to issues such as:

1. Failure of main structural or functional modules during normal use
2. Failure of electronic control components, sensors, wiring, actuators, batteries, or power related parts due to non user causes
3. Defects in the docking station, base, or other core companion parts that affect normal operation
4. Failure to perform intended functions under normal use where the issue is not caused by external factors or user damage

3. Warranty Remedies

If xLean determines that an issue is covered by warranty, xLean may choose, at its sole discretion, to do one or more of the following:

1. Repair the defective part at no charge
2. Replace the defective part with a new or refurbished part of equal or equivalent function and quality
3. Replace the defective part or, when necessary, replace the entire unit
4. If repair or replacement is not reasonably feasible, offer a refund or another reasonable remedy

Any replaced part becomes the property of xLean, and the replacement part becomes the property of the customer. If the defective part is modular and can be replaced by the user, xLean may provide written, visual, or video guidance to assist with replacement.

4. Repair Location and Shipping

Before sending any product back, the customer must first contact xLean customer service and receive instructions.

Repair will be handled first through a local dealer store in the customer’s country or region whenever one is available. If no local dealer store exists, the product must be returned to the xLean warehouse from which the brand ships for repair.

During the two year warranty period, xLean will bear the shipping cost for both the return shipment to the repair location and the reshipment after repair is completed.

5. Warranty After Repair or Replacement

Any product or part repaired or replaced under warranty will continue to be covered for the longer of the following periods:

1. Ninety days from the date of repair or replacement
2. The remaining term of the original warranty period

Repair or replacement does not restart the warranty period or extend the original warranty term unless otherwise required by applicable law.

6. Warranty Exclusions

This warranty does not cover:

1. Normal wear and tear, natural aging, or cosmetic changes, including scratches, dents, discoloration, plastic cracking, or light abrasion
2. Consumable or wear related parts such as brushes, filters, cleaning pads, seals, blade type parts, and other consumable accessories, unless the damage is directly caused by a defect in a non consumable part
3. Damage caused by misuse, accident, impact, drops, water exposure, liquid contact, fire, negligence, abuse, excessive force, or improper handling
4. Damage caused by failure to install, use, store, clean, or maintain the product according to official instructions, installation requirements, user guides, or safety notices
5. Unauthorized disassembly, repair, modification, accessory addition, flashing, software alteration, or any non official change
6. Problems caused by incompatible parts, accessories, cleaning agents, or third party accessories
7. Damage caused by extreme environmental conditions, including high humidity, extreme temperature, direct sunlight, corrosive environments, or unsuitable indoor conditions
8. Damage caused by power surges, outages, unstable power supply, or use of incorrect voltage, power source, or adapter
9. Use in commercial settings, non residential settings, outdoor settings, or other unintended environments unless the product is expressly designed and sold for such use
10. Compatibility issues caused by software updates, firmware updates, applications, or third party system changes, where the issue is not caused by a defect in materials or workmanship
11. Products purchased from unauthorized sellers, unofficial channels, or illegal channels
12. Products with labels, serial numbers, or identification marks that have been altered, damaged, removed, or rendered unreadable
13. Products lost, stolen, or unavailable due to improper custody after purchase
14. Damage caused by natural disasters, force majeure, or other external events

7. Warranty Claim Procedure

To request warranty service, the customer must contact xLean customer service by email and provide:

1. Proof of purchase, order confirmation, or invoice
2. Product model or serial number
3. Photos or videos clearly showing the issue
4. A description of the problem, including symptoms, frequency, usage environment, and steps to reproduce it
5. Additional troubleshooting information, logs, or supporting materials if requested by customer service

xLean will review the submitted materials to determine whether the issue is covered by warranty. Additional information or remote troubleshooting may be requested if necessary.

If the claim is approved, xLean will arrange repair, replacement, refund, or another reasonable remedy based on the circumstances.

If valid proof of purchase cannot be provided, xLean reserves the right to determine the warranty start date based on verifiable shipping or delivery records, or to deny the claim if the start date cannot be confirmed.

8. Warranty Shipping and Service Costs

If the issue is covered by this warranty and occurs within the two year warranty period, xLean will bear the shipping cost for both the return shipment and the reshipment after repair is completed.

If the issue is not covered by this warranty, or if the service is required due to customer caused damage or other non warranty reasons, the related inspection, repair, replacement, and shipping costs may be borne by the customer.

9. Return Policy

This return policy applies to original xLean products purchased from xLean official stores or authorized retailers for personal use, not for resale. Products purchased from unauthorized sellers are not eligible under this policy. For questions about warranty coverage for commercial use, please contact support.

Eligible returns include:

1. Unused, unopened items within 30 calendar days after delivery, in like new condition with original box, manuals, accessories, and bundled gifts
2. Products with manufacturing defects within 30 calendar days after delivery, if the issue is caused by a product defect and not user damage
3. Functional but unsatisfactory products within 14 calendar days after delivery

For items purchased from third party retailers or distributors, please contact the original seller for returns.

10. Returns Not Accepted

We cannot accept returns if any of the following apply:

1. The request is submitted after the applicable return window
2. Proof of purchase is missing, invalid, forged, or altered
3. Packaging, accessories, or serial labels are missing or tampered with
4. Damage was caused by misuse, collision, modification, water, oil, sand ingress, incorrect installation, or use outside the User Manual
5. xLean inspection finds no quality issue
6. Loss or damage resulted from force majeure events such as fire, flood, lightning, or traffic accidents
7. The product is not returned within 7 days after xLean confirms the return
8. No valid carrier damage report is provided for transit damage claims

11. Return Shipping and Fees

If the return is due to a manufacturing or performance failure not caused by the customer, xLean will cover reasonable return shipping costs and provide a return label when applicable.

If you return the product for personal reasons or change of mind, the customer pays return shipping.

If the product has been opened or used, fees may apply, including handling, depreciation, or cleaning fees. A minimum fee of 30 US dollars may be charged, subject to inspection of the returned item.

12. How to Start a Return

To start a return, email xLean Customer Support at service@xlean.ai with:

1. Your order number
2. Proof of purchase
3. Product serial number
4. Photos or video of the issue
5. A brief description of the problem

Our support team will confirm eligibility and provide return authorization and shipping instructions. For eligible defect returns, we will provide a return shipping label when applicable. For customer initiated returns, please use a trackable courier and keep the tracking information.

Before shipping, reset the product to factory settings and remove it from your account. Return the product in its original packaging with all accessories and documentation. Missing items may incur replacement charges.

13. Inspection and Processing

After we receive the returned product, xLean technical support will inspect it. If the item meets return criteria, we will process the refund or exchange.

If inspection shows damage or missing parts that void the return, we will contact you with the inspection result and any fees.

14. Refund Timeline

Refunds are usually processed within 7 to 14 business days after xLean receives and approves the returned item.

If additional inspection is needed for opened or used products, processing may take up to 30 calendar days.

If you do not see a refund after the expected time, please first check with your bank or card issuer, then contact service@xlean.ai

15. Trade ins and Recycling

We encourage responsible disposal and offer trade in programs when available. Contact support for current trade in options and rebates.

16. Privacy and Legal Rights

If you request service under this policy, you authorize xLean and its authorized service partners to store, use, and process your contact and warranty related information for the purpose of providing service, including your name, phone number, address, email address, order information, and defect information. xLean will use this information only to provide service, send product safety notices, issue recall notices, or comply with legal requirements, and will handle it in accordance with the applicable privacy policy.

This policy is governed by applicable law, unless otherwise required by mandatory local law. This policy gives you specific legal rights, and you may also have other rights under consumer protection laws in your jurisdiction. Nothing in this policy limits or excludes any consumer rights that cannot be limited or excluded by law.

17. Contact

For warranty or return questions, please contact:

service@xlean.ai