Warranty & RMA

01What the warranty covers

Every e-paper and LED display we ship carries a 12-month warranty against manufacturing defects, counted from the date of delivery. The warranty covers the panel, the driver board, the power supply and the controller, together with the labour needed to restore normal operation.

• Dead or stuck pixels beyond the panel maker's acceptable limit (we state that limit on the datasheet for each model).
• Failure to power on, flicker, colour drift or a driver board that stops responding.
• Premature brightness loss beyond the rated curve of the model.
• Water ingress on models rated IP65, when installed as instructed.

02What is not covered

• Damage from transport, dropping, impact or a cracked panel after delivery was accepted.
• Water or dust ingress on models not rated for outdoor or wet use.
• Over-voltage, reversed polarity, lightning, or a power supply not matching the datasheet.
• Unauthorised repair, modification, firmware reflashing or removal of serial labels.
• Normal wear: consumable accessories, cables, remote controls, mounting hardware.
• Cosmetic marks that do not affect operation, and units used outside the stated temperature range.

03How we put it right

At our option we repair the unit, replace it with the same or an equivalent model, or issue a credit for the defective item. Replacement parts are shipped from Shenzhen; for a repeat failure of the same unit within the warranty term we replace rather than repair.

04The RMA process

Five steps, and the first one is a single email. Do not ship anything back before you have an RMA number — an unannounced return cannot clear customs and will be refused.

1. Write to usEmail sales@smwart.cn with your order number, the model and serial number, and photographs or a short video of the fault. A phone video of the symptom saves a week of back-and-forth.
2. Ticket openedWe open a ticket and reply within one business day with an initial diagnosis and the likely remedy.
3. Remote fix firstMost issues are configuration, firmware or power. If we can solve it remotely, we do — it is faster than freight in both directions.
4. RMA numberIf a return is needed we issue an RMA number and the correct return address, together with the commercial invoice wording for customs.
5. Repair and returnWe repair or replace within 5 business days of receipt, then ship back with tracking. You receive the tracking number the day it leaves Shenzhen.

05Who pays the freight

• Dead on arrival, reported within 30 days — we cover freight both ways.
• Failure inside the warranty after 30 days — you cover the return leg, we cover the replacement leg.
• No fault found — we return the unit and invoice the actual freight at cost.
• Goods returned under the 30-day policy — the buyer covers the return leg unless the return is due to our error.

06Spare parts and extended cover

Orders above 50 units include 2% free spare driver boards and power supplies so a single failure never takes a wall offline. Extended warranty to 36 months is available at quotation — tell us the model and quantity and we will price it.

07Start a claim

Email sales@smwart.cn with the subject "RMA — ". Include the model, serial number and a description of the fault; photographs or a video are welcome. If the unit is still under the 30-day return window, say so and we will handle it under the return policy instead.