1. Definition

Unless otherwise defined, the terms used in this clause shall have the following meanings:

• “Order Terms” refers to the agreement between Customers and us regarding the purchase of Goldshell Products. The Customer’s confirmation and acceptance of Order Terms is a prerequisite for order placement. This After-Sales Terms is an integral part of the “Order Terms” (click here for details).
• “Customer” means a natural person, company, or any other type of organization that has completed the registration process and purchased Product(s) or Service through Goldshell official channels.
• “Product(s)” and “Service(s)” denote the range of offerings showcased and marketed on this website, encompassing an array of items such as miners (including the components, such as power supply units (PSU)), watches, as well as after-sales inspection and maintenance services, etc.
• “After-Sales Service” refers to the services provided to customers, addressing product quality issues, malfunctions, damages, or other post-purchase needs. These services include repair, return and exchange services, as well as post-sales consultation and support. Notably, “After-Sales Service” is further subdivided into “After-Sales Services for Miners” and “After-Sales Services for Watches”. Depending on the types of Product and Product failure, we may choose different resolutions, including repair, replacement, etc.
• “Warranty Period” refers to our Customers being entitled to receive free “After-Sales Service”. Warranty Periods for each Product are available for review in the “Check Your Service and Support Coverage” of this website or GoldshellZone APP.
• “DOA” refers to a Product that is found to be non-functional or significantly damaged upon delivery or initial use.
• “Second DOA” refers to a repaired or replacement Product within the Warranty Period that is found to be non-functional or significantly damaged upon delivery or initial use.
• “EOS” refers to the end of the After-Sales Maintenance Service.
• “After-Sales Staff” refers to the personnel of our company who provide support, assistance, and Service to customers who have purchased our Products or Services.
• “After-Sales Request” refers to a formal written submission made by a Customer to our company, which details any issues, concerns, or queries that arise after the purchase of our Products or Services. Typically, such a request pertains to technical support, maintenance, repair, or replacement of the purchased Product, with the ultimate aim of resolving any challenges encountered by the Customer.

2. Request for After-Sales Maintenance Service

If your Product malfunctions, you can contact our After-Sales Staff by submitting an After-Sales Request on this website at https://goldshellhelp.zendesk.com/hc/en-us or GoldshellZone APP.

3. Warranty Policy for Goldshell Miners

3.1 Warranty Period

All miners have a 180-day warranty starting from the date of shipment, click here to check your warranty details.

3.2 Warranty Services

If the submission date of your After-Sales Request is within the Warranty Period and the Product does not fall under the scenarios described in “Non-Warranty Scope” and “Maintenance With Charges” below, we will repair or replace, free of charge, any part of your Products proven defective in material, performance or workmanship.

Upon receiving your After-Sales Request, After-Sales Staff will contact you and work with you online to perform a preliminary failure diagnosis on your Product. Based on the diagnostic result, either we shall directly send replacement parts to you, or you need to return your Product to us for further repairs or replacements. The replacement Products or parts may not be new, but they must be in good working condition and perform functions substantially similar to the replaced Products or parts. The Warranty Period for the replacement Products or parts will be the remaining Warranty Period of the original Product.

After-Sales Maintenance Service will be carried out either by us or by such other third party as may be appointed by us. The Warranty Services is subject to you having complied with the users’ guide as set out in the accompanying instructions or on this website.

3.3 Maintenance With Charges

We reserve the right to charge fees for repair services under the following circumstances:

• A product with an expired warranty, including the warranty of the Product has expired when the After-Sales Request is created (as the Warranty Period is indicated on this website)
• Product damage caused by failure to install, use, and maintain in accordance with the user guide；
• Product damage or failure caused by dropping, accident, theft, abuse, negligence, or improper operation;
• Product damage caused by physical interference, including but not limited to, moisture, fire, flood, lightning, transportation, and extreme environment;
• The entire Product, the board, or components of the board are crushed, broken, burnt, dropped, or damaged due to improper operation;
• Product damage caused by overvoltage, Undervoltage or leakage;
• Product damage caused by significant higher or lower ambient temperature exposure;
• Product damage caused by humidity, oxidation, corrosion and short circuit to the Product, units or any part thereof;
• Product damage caused by natural disasters, including, but not limited to, floods, lightning, fires, earthquakes, tsunamis and lightning strikes, etc.;
• Disassembly or alteration of Product by any person other than us or an authorized service provider of us;
• Product damage or failure caused by the use of power supply, parts or units which are neither supplied by us nor our authorized providers;
• Unauthorized change on firmware or hardware;
• Product damage or failure caused by the use of unauthorized firmware or drivers, including but not limited to firmware that enables users to apply an over-frequency setting;
• Product damage resulting from non-commonality and/or incompatibility with current and/or future versions of operation systems, software and/or hardware;
• Damage or loss of data due to improper use;
• Daily wear and tear;
• Any reason other than those caused by us that make it impossible for us to diagnose whether the Product is under warranty.

3.4 Non-Warranty Scope

The following situations are not covered under warranty:

• The product has been lost before the arrival at the designated address notified by after-sales staff;
• Any product other than Goldshell Products or fake products;
• Damage caused by the use of third-party overclocking software;
• Scratches or other cosmetic damage to the Product surfaces that do not affect the operation of the Product;
• Scrap: including but not limited to, burnt-out boards, corrosion/oxidation of Products, disconnection of chip pins, PCB breakage, board via holes blockage, etc. For more details, please jump to https://goldshellhelp.zendesk.com/hc/en-us/articles/10718597762457-Is-my-hash-board-still-repairable-
• Mixed boards: refer to some or all hash boards/control boards that are not original boards, and hash boards/control boards that fail us to identify whether they are original.
• Fraud as determined by us, including, but not limited to, deliberately forging or replacing barcodes of Products or parts, or other attempts to obtain the After-Sales Maintenance Service that the Customer is not otherwise entitled to. Maintenance will not be available for products or parts without the original barcode or SN label or which has been altered, defaced or removed.
• The product is not faulty and is working as expected;
• Product that complies with the EOS Policy provisions.

3.5 DOA returns

For Products that meet the DOA and Second DOA criteria and are eligible for the Warranty Services, you can apply for transportation subsidies not higher than the amount indicated by After-Sales Staff after sending us the Product for maintenance or replace. When applying for a transportation subsidy, you need to provide us with proof of the freights you have paid, which proof shall not be forged or modified. Please note that we reserve the right to decline your application for shipping subsidies if situation determined by After-Sales Support is not DOA.

3.6 Warranty for repaired Product beyond Warranty Period

If repairs are carried out on the Product outside the Warranty Period, we may offer a 24-hour Warranty Period or no Warranty Period based on the repair outcome. For Products with moderate to severe difficulties and complex issues such as moderate to severe corrosion, we do not provide any warranty after the repair. For other general repairs, we will provide a 24-hour Warranty Period after the repair is completed. The Warranty Period shall commence from the time you sign for the delivery of the repaired Product. During the 24-hour Warranty Period, we shall only bear the cost of free repair services. The Customer shall be responsible for any other related expenses, including but not limited to shipping fees, customs duties, insurance costs, etc.

3.7 Disclaimer

We do not make any form of guarantee as to the successful repair of the Product, which depends on the extent of damage to the Product.

We do not make any form of guarantee or any compensation for the loss of mining earnings during the repair period.

4. Warranty Policy for Goldshell Watches

4.1 Warranty Scope

Our after-sales services for watches apply exclusively to purchases made through the Goldshell website and GoldshellZone APP, for the watches and their accompanying accessories. For after-sales services regarding the Goldshell watches purchased through third-party channels, please contact the respective dealer.

4.2 Warranty Period

The warranty period of the Goldshell watch starts from the date of activation, including the activation day itself. You can also review the warranty period for your watch and its accessories (if any) on this website at https://checkcoverage.shop-goldshell.com/ or on the GoldshellZone APP. The warranty period for the watches and their accompanying accessories are as follows:

4.3 Warranty Services

If the submission date of your After-Sales Request is within the Warranty Period, and the Product does not fall under the scenarios described in ‘Non-Warranty Scope’ below, you are eligible for the following Warranty Services, provided that you have complied with the user’s guide as outlined in the accompanying instructions or on this website.

4.4 Non-Warranty Scope

The following situations are not covered under warranty:

• The product has been lost before the arrival at the designated address notified by after-sales staff;
• Any product other than Goldshell Products or fake products;
• Product damage caused during transportation or handling in the process of return or exchange;
• Product damage resulting from unauthorized modification, disassembly, or repair;
• Product damage is caused by accidental or man-made behaviors, such as liquid damage, falling, improper voltage input, excessive pressure, screen fractures, main unit deformation, etc. For wireless charging, visible signs of hard object damage, cracks, severe deformation, power cord skin damage, wire breakage, exposed wire cores, etc;
• Product damage resulting from failure to install, use, maintain, or store the product as instructed in the user guide;
• Product with an expired warranty, including the warranty of the Product has expired when the after-sales request is created (as the warranty period is indicated on the Goldshell website or GoldshellZone APP);
• Product damage or malfunctions caused by force majeure factors, including but not limited to moisture, fire, flood, lightning, earthquake, and extreme environment;
• Scratches, dents, dings, paint chipping, or other cosmetic damage to the Product surfaces that do not affect the operation of the Product;
• Product that complies with the EOS (end of after-sales services) Policy provisions;
• Loss of data due to improper use;
• Other damages and malfunctions not arising from the design, manufacturing, or quality of the product itself;

5. Return, Exchange & Repair Guide

For any After-Sales Requests and their solutions (including returns, replacements, or repairs), you are required to follow our instructions for shipping and packaging. Failure to do so may result in us refusing to accept your request. Please take note of the following terms:

5.1 Shipping

Please send the defective Products via mail to our designated address notified by After-Sales Staff and prepay the freight. If you send the Product by freight collect, or you fail to send it to our designated address (including the logistics pick-up point), we will not be able to receive the Product, and all consequences will be borne by you.

For watches, Customers are required to perform a factory reset, unpair the watch, return all watch accessories and follow any other instructions provided by After-Sales Staff before shipping the watch back for service. Failure to do so may result in additional charges or deductions from the refund.

We will have the right to choose a shipping method, and we will use the carrier you have requested via mail to return your Product whenever possible. If your preferred carrier cannot deliver the Product to the address provided, we will deliver the Product using an alternative carrier. We may not provide you with written notice prior to delivering your Product via the alternative carrier.

Unless you provide alternative instructions, we will return your repaired or replacement Product to the mailing address you have furnished when you authorize the After-Sales Maintenance Service. You shall be responsible for any additional costs caused by any incorrect or incomplete information. If your Product is returned to us because delivery could not be completed at the address given, we will attempt to contact you for an alternative mailing address. If you do not provide an address at which we or our agent may deliver your Product within sixty (60) days after the original delivery attempt, we will notify you that it considers your Product to be abandoned. We will send notice to the email address you have furnished when you authorize the After-Sales Maintenance Service. In the event that your Product is abandoned, we may dispose of your Product in accordance with applicable provisions of law, and, specifically, may sell your Product at a private or public sale to pay for any outstanding After-Sales Maintenance Service performed. We reserve our statutory and any other lawful liens for unpaid charges.

Once we deliver the Product out to you, the risk of damage and loss passes to you. In the event of any damage to or loss of Products during transportation, we would help you settle such disputes with the carrier. Any shipping damage must be reported within the 48 hours of receiving the Product.

Please note that the dispatch place of the shipment of repaired or replacement Products may not be the same as the address to which you delivered the Product.

You must provide the tracking number for the return shipment within 7 business days of our proposed repair/replace solution, or After-Sales Request will be closed and invalidated. In this case, you are required to resubmit an After-Sales Request. Please note that resubmitting an After-Sales Request will result in a new submission date. If the new submission date falls outside of the Warranty Period, your Product will not be eligible for the Warranty Services, and we shall bear no responsibility for this.

Please note that it is your responsibility to manage any customs-related issues. We will notify you of the tracking number for the repaired or replacement Product upon delivery to you, please be sure to check for any emails regarding customs clearance or package handling. Failure to do so promptly may result in your packages(s) being returned or destroyed, and you will be held responsible for any associated fees and expenses.

Shipping costs and tax-related terms shall be referenced in Section 6 Fee and Payment.

5.2 Packaging

The product you return to us must be properly packaged in its original packaging (or packaging providing the Product with protection equivalent to the original packaging). We will not be responsible for the damage, loss and other risks that occur during the transportation of the returned Product. Failure to properly pack the Products for transportation (including unpacked Products, Products without cushioning, inappropriate packaging materials, etc.) may void the warranty. You may want to consider insuring your package in case of damage or loss during transportation.