Gudsen will attempt to resolve your problem by telephone, e-mail or online chat. Gudsen may direct you to download and install particular software updates.
If your problem still remains after the application of software updates, you may be required to ship the product to our warehouse for further examination. Gudsen will arrange for repair or replacement service at no cost if the problem falls under the Limited Warranty. For further information regarding repairs not covered during the warranty period ,please visit our website’s after service policy.
Repair Process
1. My MOZA product is not working – What should I do?
please contact us via info@gudsen.com to notify us of the issue and include any screenshots where possible.
2. My MOZA product needs to be repaired – what are the next steps?
Please email info@gudsen.com to get a Return Merchandise Authorization (RMA) number and the MOZA after-service repair form.
3. Please print and complete the standard MOZA after-service repair form to return with your product.
This form is involves all of the information required to investigate the issue with your product and to repair it if necessary, If you are unable to print the form, please confirm the same information in a letter which you should send with your product.
4. Ensure that you include all necessary information with the product being returned
If you are claiming a warranty repair, it is necessary to also include a dated proof of purchase for your product. Gudsen Service Centers cannot provide warranty repairs without receipt of any applicable supporting documentation.
5. Ensure that the product is securely packaged for transit
By sending an item to a Gudsen Service Centre, you are not entering into an agreement with Gudsen, therefore Gudsen will accept no liability for any loss or damage that occurs during transit. We recommend that your product is safely and securely packaged. Depending on the value of the product, you may also wish to consider insuring the shipment.
6. Once I have sent my product in for repair, what happens next?
Your product will be registered into our repair system and an acknowledgement email will be sent to you to confirm receipt.
If you are claiming a warranty repair for your product, an initial investigation of the product and supporting documentation will take place in order to confirm that the warranty applies. Gudsen will cover all the test cost, material cost, labor cost, and delivery fee when sending the repaired product back to customers .
If for any reason it is determined that a warranty repair is not applicable, we will contact customer to accept the repair cost, or optionally, have the product returned back to the customer;
Consumers can contact support@gudsen.com for more details of repair process;
7. Once the repair process is finished,what happens next?
We will send the product to the address provided on the MOZA after-service repair form. Please kindly note that the free shipping(warranty repair) is only for the same country with the order address. If the country address is not the same, an additional fee will be applied and is responsible by the customer.