After-Sales Service Policy

This policy applies to return requests unrelated to product quality issues. For products with manufacturing defects, functional failures, or safety issues, please refer to the Warranty or Dead on Arrival (DOA) sections.

For products purchased through the official website, return requests must be submitted within 30 days of receipt. Requests made after the 30-day window will not be accepted.

Type 1: Unactivated Product Return (14-Day Return)

Application Timeframe - Within 14 days of receipt

Type 2: Activated / Extended Product Return (Conditional Trial Return)

Application Timeframe - Within 30 days of receipt

1. Proof of Purchase: A valid original proof of purchase (e.g., order number, receipt) must be provided.
2. Condition of Return: The product, along with all original accessories, manuals, and packaging, must be returned together.
3. Incomplete Returns: Strutt reserves the right to reject return requests if the required return details, physical items, or documentation are missing.
4. Packaging Retention: We recommend keeping the original packaging for at least 30 days from the date of receipt to ensure return transit.

Rejection of Return: Products that do not match the order information or that fail the packaging/appearance/functionality inspection will be returned to the customer. The customer shall bear round-trip shipping costs.

• Returns that meet return conditions and pass inspection
• DOA or warranty cases where repair or replacement is impossible
• Other circumstances where refunds are legally mandated

• Mismatched Model/Configuration: The product received within 30 days of delivery does not match the ordered model, configuration, or quantity.
• Performance Failure: Within 30 days of delivery, the product experiences a performance or early functional failure not caused by human error.
• Special Circumstances: Other scenarios will require evaluation by our official Strutt after-sales customer service team.

• Exchanges take priority over refunds.
• Replacement products will be of the same model or equivalent functionality.
• Only one exchange per order is supported (unless otherwise required by law).
• The warranty period does not restart; the replacement product's warranty will be continued from the warranty period of the original product.

• Subject to the Return Policy guidelines.
• Return shipping costs are borne by the customer.
• A 15% cancellation fee applies.
• If the shipment is refused without prior notice, an additional 10% fee will be charged.

The following scenarios are not eligible for returns, refunds, or exchanges:

1. Products purchased from non-official channels where the source or original condition cannot be verified.
2. Products that have been resold, transferred, or rented out.
3. Unauthorized modifications (refer to Section 9 for the authorized modifications scope), repairs, or component replacements.
4. Damage caused by accidents, negligence, misuse, or failure to follow the user manual.
5. Product labels or Serial Numbers (SN) that have been tampered with or altered.
6. Damage caused by force majeure events such as natural disasters.
7. Standalone purchased replacement parts, general accessories, or consumables that have been opened or used.
8. Products returned without an RMA indicated.
9. Any other circumstances specified in this policy.

• Applies only to products and accessories purchased through the official Strutt website.
• The product is within the warranty period, and failures must not result from human damage or misuse.
• The Serial Number (SN) must be legible and has not been altered or damaged.
• Authorized modifications that comply with the provisions in Section 9 will not invalidate the warranty.

DOA (Dead on Arrival): Wear-and-tear parts and seating and upholstery do not carry a standard warranty. They are only eligible for DOA claims (defects or transport damage discovered within 48 hours of receipt).

• Products purchased from non-official channels or lack a valid proof of purchase
• Second-hand, transferred, rented, stolen, or lost products
• Human damage or misuse (e.g. accidents, improper operation, ignoring manual instructions)
• Unauthorized repairs or modifications (as defined in Section 9)
• Normal wear-and-tear and cosmetic scratches/wear on seating and upholstery
• Environmental damage (e.g. extreme temperature, humidity, chemical damage, water damage including high-pressure washing)
• Performance degradation caused by normal use, natural aging, or minor deformation
• Beyond the warranty period

1. Regularly inspect the product to prevent damage from improper use.
2. Maintain and store the product properly under normal usage conditions.
3. We recommend regular maintenance and keeping your proof of purchase in a safe place.

• Defects or transport damage discovered within 48 hours of receipt.

• Once confirmed as DOA or transport liability, Strutt will offer replacement, repair, or refund solution.
• If inspection reveals the issue was caused by usage or improper handling, Strutt reserves the right to reject the return request.

If the product does not meet the conditions for free repair, Strutt will provide fee-based repair services, including:

• Inspection Fee: For diagnosing the fault
• Parts Fee: For replacing components
• Labour Fee: For repair personnel
• Delivery Fee: For returning the product

If the delivery costs for parts replacements are high (e.g., cross-border shipping), Strutt will notify the customer in advance and proceed only after receiving confirmation.

• Typically completed within 1-4 weeks (subject to delays due to logistics and other factors).
• If there are supplier or inventory issues, Strutt will promptly notify the customer.

• Applies only to original accessories purchased through the official website.
• Does not cover failures caused by accidental damage, misuse, or improper usage.
• Strutt reserves the final right of interpretation.

To support user personalisation and Do-it-Yourself (DIY) customisations, Strutt permits modifications within a specified scope. Compliant modifications will not invalidate the product warranty.

The warranty remains valid for modifications that fall within the following parameters:

1. Modifications utilising the vehicle's expansion interfaces: Any additions, fixtures or attachments mounted on the official Strutt-designed expansion interfaces.
2. Cosmetic modifications using Strutt Open-Source 3D Models: Decorative parts manufactured, 3D-printed, or replaced using the official open-source 3D models released by Strutt.
3. Non-Structural and Non-Core Function Modifications: Modifications that do not alter the chassis, frame, or load-bearing structures, and do not affect the vehicle's core mechanical functions such as drivetrain, braking, or steering.
4. evSense-Compatible Modifications: Modifications that do not obstruct, interfere with, or degrade the performance of the evSense Assisted Driving System (including LiDAR, cameras, and various sensors).

Any modifications exceeding the scope above are considered unauthorized. Engaging in unauthorized modifications will result in the immediate forfeiture of all after-sales and warranty rights. These include, but are not limited to:

• Disassembly, alteration, or repair of core components (e.g., motor, battery, controller, suspension, wiring harnesses, or PCBA main control boards).
• Modifications affecting driving safety, braking performance, steering precision, or structural integrity.
• Any interference with, or damage to, the evSense system’s sensors or algorithmic performance.
• Use of third-party accessories that do not meet Strutt's specifications or compromise the system stability.
• Modifications that violate local laws and regulations.

• Manufacturing defects of the original Strutt components remain covered under the standard warranty.
• Damage directly or indirectly caused by authorized modifications (e.g., stress at mounting points, additional weight, improper installation, etc.) is excluded from the warranty.
• Strutt reserves the right of final inspection and determination as to whether a modification falls within the authorized scope.

Strutt aims to provide comprehensive customer service support. However, standard after-sales services (including on-site repairs, product pickups, and scheduled deliveries) may not be available for outlying islands, remote territories, or regions with restricted logistics.

• Shipping: For all warranty claims, returns, exchanges, or repairs, the customer is responsible for transporting the item to and from our designated official service center at their own expense. This includes the round-trip shipping and handling fees.
• Logistics Risks: The customer assumes all risks associated with shipping, including potential delays or additional charges resulting from customs, inclement weather, or regional transportation restrictions.

Customer Service Email: service@strutt.inc

1. This policy does not affect any statutory rights the consumer may have under applicable laws.
2. The following scenarios void Strutt after-sales service: Damage caused by accidents/collisions/misuse, unauthorized modifications (refer to Section 9), including the use of non-official components that may compromise safety or performance, improper installation/maintenance/storage, commercial use, competitive racing, force majeure, or environmental factors.
3. Strutt reserves the right of final interpretation of this after-sales service policy and the right to make adjustments as necessary.
4. This policy applies to all international customers purchasing through the official website. Warranty periods and service coverage may be adjusted based on regional regulations.
5. In some regions, customers’ statutory rights take precedence over this warranty policy. In the event of a conflict, adjustments will be made in accordance with local regulations.

The right of final interpretation of this policy belongs to Strutt. For any questions, please contact our customer service team.