Effective date: October 12, 2026
Last updated: October 12, 2026
This Warranty Policy explains the general warranty procedures for products supplied by Hangzhou Xuhong Technology Co., Ltd. (“Xuhong Technology,” “we,” “us,” or “our”).
Because we supply industrial products under individually confirmed business terms, the warranty period, product condition, coverage and available remedies for a specific order will be stated in the applicable quotation, pro forma invoice, order confirmation or sales contract. Those specifically agreed written terms take priority over this general policy.
1. Scope of Warranty
Subject to the applicable written transaction terms, we warrant that products will materially conform to the model and specifications expressly confirmed for the order and will be free from verified defects in materials or workmanship during the applicable warranty period.
Warranty coverage applies only to the original business customer and the products identified in the relevant invoice or order documentation, unless transfer is approved in writing.
2. Warranty Period
The warranty period and its starting date will be specified in the relevant quotation, pro forma invoice, sales contract or other written confirmation.
If no warranty period is shown, the customer should request written confirmation before placing the order. Information displayed on the Website does not independently create a specific warranty period.
3. Product Condition
Product condition may vary according to the relevant offer and may include new, manufacturer-packaged, surplus, discontinued, replacement or other specifically described inventory.
The applicable warranty is based on the product condition expressly stated in the written quotation or order confirmation. Customers should request clarification before ordering if product condition is not clear.
4. Customer Inspection and Testing
Customers should inspect and test products promptly after delivery and before installation, bonding, soldering, modification or production use.
Initial inspection should include:
- complete manufacturer model number and suffix;
- product label and physical condition;
- dimensions, mounting points and connector position;
- interface, pin assignment and operating voltage;
- display, backlight and touch operation where applicable; and
- compatibility with the intended controller and equipment.
Customers are responsible for completing appropriate engineering evaluation before approving a product for production use.
5. What the Warranty May Cover
Subject to verification and the applicable order terms, warranty coverage may include:
- failure to power on under correct operating conditions;
- verified display or backlight malfunction;
- verified interface or touch-function failure;
- material nonconformity with specifications expressly confirmed in writing; or
- another manufacturing defect accepted after technical evaluation.
A reported problem is not considered a covered defect until the product and supporting evidence have been reviewed.
6. LCD Pixel and Visual Characteristics
TFT LCD manufacturing technology may permit a limited number of bright, dark or abnormal subpixels within the manufacturer’s published quality standard. The presence of an isolated pixel irregularity does not automatically mean that the panel is defective.
Pixel-related claims will be evaluated using the applicable manufacturer specification, agreed inspection standard and written order requirements.
Minor differences in color, brightness, viewing angle or optical appearance may occur between production batches, panel revisions, operating conditions and measurement equipment.
7. Normal Wear and Performance Changes
Backlights and other electronic components naturally change with operating time. Gradual brightness reduction, color shift or other normal aging within the applicable specification is not necessarily a manufacturing defect.
Expected service life depends on operating current, brightness settings, temperature, ventilation, duty cycle and other application conditions.
8. Warranty Exclusions
Unless otherwise required by applicable law or agreed in writing, warranty coverage does not apply to damage or failure caused by:
- incorrect installation, wiring, pin assignment or voltage;
- use with an incompatible controller, cable, inverter or power supply;
- electrostatic discharge or failure to follow ESD precautions;
- impact, pressure, bending, scratching or broken glass;
- liquid, moisture, dust, contamination or chemical exposure;
- operation outside published temperature, humidity or electrical limits;
- unauthorized repair, disassembly, modification or component replacement;
- altered, removed or unreadable product labels or serial numbers;
- incorrect storage, transportation or packaging after delivery;
- normal wear, backlight aging or cosmetic changes that do not affect function;
- accident, misuse, abuse, neglect or improper maintenance;
- customer equipment, software, firmware or system-design problems; or
- events outside reasonable control, including power surges, fire or natural disaster.
9. Compatibility and System Integration
A matching screen size, resolution or connector does not by itself establish compatibility. Customers must verify the complete model, suffix, revision, dimensions, electrical interface, timing, firmware and mechanical requirements.
The warranty does not cover losses caused by selecting an unsuitable product or integrating a product into an incompatible system unless compatibility was expressly guaranteed by us in writing.
10. Warranty Claim Procedure
To submit a warranty claim, contact us and provide:
- company name and contact information;
- invoice, quotation or order number;
- complete model number and affected quantity;
- product-label and packaging photographs;
- a detailed description of the problem;
- test equipment, connection method and operating conditions;
- photographs, video and test results demonstrating the issue; and
- serial number or date code where available.
We may request additional tests or troubleshooting information before issuing a Return Merchandise Authorization (“RMA”). Products must not be returned without prior written authorization.
11. Technical Evaluation
Returned products may be inspected and tested to verify the reported issue and determine its cause. Evaluation may include examination for physical damage, electrical overstress, contamination, unauthorized modification and operation outside published specifications.
If no defect is found, or if the issue is excluded from warranty, the customer may be responsible for testing, handling and shipping costs.
12. Warranty Remedies
If a covered defect is confirmed, the available remedy may include, at our reasonable discretion and subject to the applicable agreement:
- technical correction or support;
- repair;
- replacement with the same model;
- replacement with an agreed equivalent product;
- account credit; or
- a partial or full refund.
Availability of an identical replacement may be limited for discontinued or obsolete products. Any substitute model will require customer confirmation where its specifications differ materially.
13. Replacement Products
Unless otherwise agreed in writing, a repaired or replacement product remains covered for the remainder of the original warranty period and does not automatically begin a new full warranty period.
14. Shipping Costs for Warranty Claims
Responsibility for return freight, replacement freight, insurance, customs charges and related costs will be determined according to the verified cause of the issue and applicable written transaction terms.
Customers must follow the return address, packaging and customs instructions provided with the RMA.
15. Relationship to Returns Policy
Warranty claims and ordinary return requests are different processes. Please also review our Returns and Refunds Policy.
16. Limitation and Mandatory Rights
This policy does not exclude or limit liability or rights that cannot lawfully be excluded or limited. Liability relating to a specific order will be determined by the applicable written agreement and mandatory law.
17. Contact Us
For warranty assistance or to request an RMA, please contact:
Hangzhou Xuhong Technology Co., Ltd.
Email: market@hzxuhong.com
Telephone: +86-18157128672
Address: A402, No. 8 Xiyuan 9th Road, Xihu District, Hangzhou, Zhejiang, China
Contact page: https://www.auo-lcd.com/contact/
