Warranty

This SUBLUE France After Sales Policy applies only to SUBLUE products that you, the end user, have purchased for your own use and not for resale.

This policy consists of three parts:

Part I – General conditions
Part II – Warranty period for main components
Part III – Types of after-sales service

a. What is covered?

SUBLUE warrants that each SUBLUE product you purchase will be free from defects in materials and workmanship under normal use during the warranty period.
The warranty period for a product begins on the day the product is received, or at any other time specified by SUBLUE.
The warranty period and types of service that apply to your product are as specified in “Part II – Types of Service” below.

b. How to obtain after-sales service?

If a product does not perform as expected during the warranty period, you may obtain service by contacting SUBLUE.
Additional charges may apply outside of SUBLUE’s normal service areas. Please contact SUBLUE UK for information specific to your region.
region

c. What to do before getting an after-sales service?

Before obtaining service, the following steps must be taken:
√ Follow the procedures specified by SUBLUE.
√ Remove all additional parts, modifications and accessories not covered by
warranty.
√ Ensure that the product or part is free of any legal restrictions that prevent its
replacement.
√ If you are not the owner of a product or part, obtain the owner’s authorization for SUBLUE to provide warranty service.

d. What will SUBLUE France do?

Contact SUBLUE and specify your problem.
SUBLUE will attempt to diagnose and resolve your problem by phone, email or online chat. SUBLUE may ask you to download and install certain software updates.
If your problem cannot be resolved by phone or by applying software or firmware updates, you may be required to deliver the product to a SUBLUE service centre for further investigation. SUBLUE will arrange service under the type of warranty service designated for the product in “Part II – Types of Service” below if the problem with your product is covered by this after-sales policy.
Otherwise, you may need to request a customer-paid repair service.

e. Replacement of the product and part(s)

When service involves the replacement of a product or part, the replaced product or part becomes the property of SUBLUE and the replacement product or part becomes your property. Only unaltered SUBLUE products and parts can be replaced.
Replacement products or parts supplied by SUBLUE may not be new, but will be in good working condition and at least functionally equivalent to the warranty of the original product or part. A replacement product or part will be covered for the duration of the original product warranty.

f. What this after-sales policy does not cover

This policy does not cover the following:

× Accidents or damage caused by fire due to factors unrelated to manufacture, including but not limited to pilot error.
× Damage caused by unauthorised modification, disassembly or opening of the hull not in accordance with instructions or official manuals.
× Damage caused by improper installation, incorrect use or operation not in accordance with instructions or official manuals.
× Damage caused by an unauthorised service provider.
× Damage caused by unauthorised modification of the circuitry and incorrect fitting or use of the battery and charger.
× Damage caused by underwater immersion, which has taken place without following the recommendations in the instruction manual.
× Damage caused by operation in bad weather (i.e. high winds, strong waves, sand or dust storms, etc.).
× Damage caused by using the product in an environment with electromagnetic interference (i.e. in mining areas or near radio transmission towers, high-voltage wires, substations, etc.)
× Damage caused by using the product in an environment suffering from interference from other wireless devices (i.e. transmitter, video downlink, Wi-Fi signals, etc.)
× Damage caused by using the product at a weight greater than safe in water.
× Damage caused by forcing when components have aged or been damaged.
× Damage caused by reliability or compatibility problems when using unauthorised third-party parts.
× Damage caused by using the device with a weak or defective battery.
× Uninterrupted or error-free operation of a product.
× Loss or damage to your data by a product.
× Failure or damage caused by third party products, including those that SUBLUE may provide or incorporate into the SUBLUE product at your request.
× Damage resulting from any technical or other non-SUBLUE support, such as assistance with “how-to” questions or incorrect product installation and configuration.
× Products or parts whose identification label has been altered or removed.

Part II – Guarantee period for main components

Part III – Types of after-sales service

SUBLUE guarantees that, subject to the following conditions, return and refund service, replacement service and warranty repair service may be requested. Please contact SUBLUE or your authorised SUBLUE dealer for details. You will need to complete a repair form, which should be sent to us with the unit to be repaired.

a. You can request the returns and refunds service:

√ Within seven (7) calendar days of receipt of a product if it has no manufacturing defect, has not been activated and is still in new or like-new condition, but must cover all shipping costs.
√ Within seven (7) calendar days of receipt of a product if it has a manufacturing defect.

b. The returns and refund service will not be provided in the following cases

× It is requested beyond seven (7) calendar days after receipt of the product.
× A product sent to SUBLUE for Return & Refund Service does not include all accessories, attachments or original packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been falsified or altered.
× Any defect or damage to the product is caused by unauthorised use or modification of the product, entry of foreign matter (water, oil, sand, etc.) or improper installation or use.
× Product labels, serial numbers, seal marks, etc. show signs of tampering or alteration.
× Damage is caused to the product by uncontrollable external factors, including fire, flood, high winds, or lightning.
× A product is not delivered to SUBLUE within seven (7) calendar days after SUBLUE has sent confirmation of the return and refund service.
× Other circumstances as outlined in this policy.

c. You can request a replacement service:

√ Within fifteen (15) calendar days of receipt of the product if the product has suffered significant damage during transport, provided that proof of damage issued by the carrier can be provided to SUBLUE.
√ Within fifteen (15) calendar days of receipt of the product if the product does not match the original product description in one or more material respects.
√ Within fifteen (15) calendar days of receipt of the product if the product suffers from a performance defect.

d. The replacement service will not be provided in this case:

× Service is requested more than fifteen (15) calendar days after receipt of the product.
× Legal proof of purchase, receipts or invoices are not provided, or are reasonably believed to have been falsified or altered.
× A product sent to SUBLUE for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is considered to have no defects after all appropriate tests have been performed by SUBLUE.
× Any defect or damage to the product is caused by unauthorised use or modification of the product, entry of foreign matter (water, oil, sand, etc.) or improper installation or use.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fire, flood, high winds or lightning.
× The product received has not been returned to SUBLUE within seven (7) calendar days after confirmation of replacement by SUBLUE.
× Proof of damage in transit, issued by the carrier, cannot be provided.
× Other circumstances mentioned in this policy.

e. You can request a warranty repair service in the following cases:

√ The product must not have been subjected to abnormal or unauthorised use as intended by the manufacturer during the warranty period.
√ Product labels, serial numbers, water damage verification marks, false evidence verification marks, etc. show no signs of tampering or falsification.
√ No unauthorised disassembly, modification or installation has been carried out on the product or any other component.
√ You provide a valid proof of purchase, receipt or order number (for SUBLUE France direct sales).

f. Warranty repair service will not be provided in the following cases:

× Damage due to accident or fire caused by factors not related to the manufacture.
× Damage caused by unauthorised modification, disassembly or opening of the shell not in accordance with the instructions or official manuals.
× Damage caused by improper installation, incorrect use, or operation not in accordance with instructions or official manuals.
× Damage caused by one or more unauthorised repairs.
× Damage caused by unauthorised modification of the circuit and incorrect fitting or use of the battery or charger.
× Damage caused by immersion in water which has not been carried out in accordance with the recommendations in the instruction manual.
× Damage caused by operation in adverse weather conditions (i.e. strong wind, waves, rain, sand/dust storm, etc.).
× Damage caused by operating the unit in an environment with electromagnetic interference (i.e. in a mining area, near radio transmission towers, high voltage cables, substations, etc.)
× Damage caused by using the product in an environment containing interference from other wireless devices (i.e. transmitter, video link, Wi-Fi signals, etc.).
× Damage caused by using the product at a weight greater than the weight of safe immersion under water.
× Damage caused by diving in which damaged or naturally wearing components have been used.
× Damage caused by reliability or compatibility issues when using non-authenticated third-party parts.
× Damage caused by the use of the device with a weak or defective battery. × Product labels, serial numbers, seal marks, etc. show signs of tampering or alteration.
× A product has not been returned to SUBLUE seven (7) calendar days after confirmation of warranty service by SUBLUE.
× Other circumstances mentioned in this policy.

g. Essential information

√ You are responsible for shipping costs when you send the product(s) for return, repair or replacement.
√ SUBLUE will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, SUBLUE will pay the cost of refund, replacement or repair and return the product(s) to you at its expense.
√ If SUBLUE determines that the problem in question is not covered by this policy, SUBLUE After-Sales Policy, you will be required to request a customer-paid repair service. SUBLUE will not begin repair until you agree to the cost of repair as quoted by SUBLUE. If you do not agree to the cost of repair, SUBLUE will return the product(s) to you with the cost of return.
√ Please note that products and components presented for repair may be replaced with refurbished products of the same type rather than repaired. These refurbished products have been tested and are similar to new products in function and appearance. If refurbished parts or units do not meet our quality assurance requirements, new parts or units will be issued. Replaced parts may have different serial numbers.
√ Customers may obtain warranty service only from a designated SUBLUE repair centre in the area where they purchased the product. However, depending on the availability of parts, customers may be able to obtain a cross-regional repair service for an additional cost. 

√ You are responsible for shipping costs when sending the product(s) for return, repair or replacement.
√ SUBLUE will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, SUBLUE will pay the cost of refund, replacement or repair and return the product(s) to you at its expense.
√ If SUBLUE determines that the problem in question is not covered by this policy, SUBLUE After-Sales Policy, you will be required to request a customer-paid repair service. SUBLUE will not begin repair until you agree to the cost of repair as quoted by SUBLUE. If you do not agree to the cost of repair, SUBLUE will return the product(s) to you with the cost of return.
√ Please note that products and components presented for repair may be replaced with refurbished products of the same type rather than repaired. These refurbished products have been tested and are similar to new products in function and appearance. If refurbished parts or units do not meet our quality assurance requirements, new parts or units will be issued. Replaced parts may have different serial numbers.
√ Customers may obtain warranty service only from a designated SUBLUE repair centre in the area where they purchased the product. However, depending on the availability of parts, customers may be able to obtain inter-regional repair service for an additional cost.