Warranty, Return &
Repair Policy

Device Integrity Statement

Every device is fully calibrated, functionally tested, and strictly quality-inspected before shipment to ensure flawless performance. No defective devices will be delivered. Customers shall inspect the package, appearance and functionality of the device upon receipt. If any shipping damage, cosmetic defects or functional abnormalities are found, customers must contact our after-sales team within 24 hours after delivery signature and provide clear photos or videos documenting the specific damage. Verified factory defects or shipping damages will be handled in accordance with corresponding warranty rules.

Unauthorized disassembly or modification of non-detachable device parts is prohibited to avoid accidental device damage. Tampering with or removing anti-tamper seals and components without prior contact and approval from our official team may affect warranty eligibility.

If you intend to independently repair or disassemble the device, you must contact us before damaging or removing any anti-tamper seals. Our professional technicians will provide standardized operation guidance to ensure compliant and safe handling. We reserve the right to deny warranty coverage for any damage, fault or performance issue caused by unauthorized disassembly, modification, or self-performed maintenance that does not follow our official recommended procedures.

01Return & Refund Policy

Due to global cross-border logistics rules, regional import customs restrictions and uncontrollable success rate of international product returns, we implement strict return and refund regulations to protect the legitimate rights and interests of both parties. No returns or refunds will be accepted after shipment.

Refund Rules

• Pre-shipment refund only: Customers may apply for a full order refund only before the product is shipped.
• No post-shipment returns, refunds or exchanges: Once an order is dispatched, no return, refund, order cancellation or exchange application will be accepted under any circumstances.

Refund Processing Method

Eligible pre-shipment refunds will be returned via the original payment channel:

• Credit/Debit Card: Refund to the original payment card (processing period: 5–10 working days)
• PayPal: Refund to the original PayPal account (processing period: 3–5 working days)
• Bank Transfer: Refund to the original payment bank card (processing period: 5–10 working days)
• Other payment methods: Refund via the corresponding original payment channel

For fund security and risk control purposes, all refunds are limited to the original payment channel only. Transfers to other bank cards or third-party accounts are not supported.

Currency Conversion Notice

All product prices on the website are displayed in USD. The final transaction settlement currency is subject to the user's payment channel. Card-issuing banks or payment platforms complete deduction and settlement according to real-time exchange rates. Minor amount discrepancies caused by exchange rate fluctuations or channel service fees are normal and will not be compensated by us.

Non-Refundable & Non-Returnable Situations

• Orders that have been shipped, dispatched, in transit or delivered
• Products purchased through non-official channels
• Orders with missing, tampered or invalid purchase proof
• Device damage caused by drops or accidental impact, misuse, water exposure or unauthorized modification
• Missing or damaged original packages, accessories, manuals or labels
• Device problems caused by force majeure or accidents

02Two-Year Official Warranty Service

Warranty Coverage

All new devices purchased through official authorized channels are covered by a 2-year comprehensive full warranty, including:

• Factory defects in product materials and manufacturing craftsmanship
• Device performance failures not caused by unauthorized modification
• Natural component failure and malfunctions occurring under normal and compliant usage
• Free component replacement and free maintenance services for eligible faults within the warranty period

Non-Warranty Scope (Paid Maintenance)

• Device damage caused by drops, accidental impact, misuse or water ingress
• Faults and damage caused by unauthorized disassembly, modification or non-official maintenance
• Natural wear and tear, cosmetic scratches and dents from daily use
• Device malfunctions caused by non-original third-party accessories
• Device damage caused by maintenance or modification by non-official authorized personnel
• Damage caused by force majeure such as floods, fires and earthquakes

Warranty Term Instructions

• The 2-year warranty term automatically commences on the day after the customer signs for product delivery
• Valid purchase proof is required for warranty applications; all order records are filed and retained in compliance with Chinese laws
• If purchase proof cannot be provided, the warranty term will be calculated based on the factory date corresponding to the product serial number, ensuring a minimum 2-year warranty coverage
• Replaced new components enjoy a 180-day warranty or inherit the remaining warranty period of the original device, whichever is longer

03After-Sales Maintenance Channels & Service Process

After-sales support depends on where the product was purchased. Customers will be directed to the appropriate service provider for assistance.

A. Purchases via Official Website (transientmist.com)

If devices purchased through our official website encounter faults, functional abnormalities or quality issues during use, please contact our official customer service first. After verifying your order details and the reported issue, our team will provide repair options based on your location and guide you through the repair or component replacement process.

If remote troubleshooting and component replacement cannot resolve the device fault, customers may ship the device to any of our authorized repair centers for professional inspection and maintenance.

B. Purchases via Local Offline Stores

For products purchased through local authorized stores or offline dealers in various countries, customers shall directly contact the original local store or authorized offline after-sales outlets to handle warranty and maintenance services in accordance with local regional after-sales standards.

Cross-Border Return Cleaning Specifications (Important)

We prioritize component delivery and remote guided independent maintenance to avoid cross-border return maintenance as much as possible. If our technical assessment confirms that remote repair is unavailable and cross-border return maintenance is mandatory, customers must strictly comply with the following cleaning requirements:

Before shipping any device for cross-border return maintenance, customers must thoroughly and completely clean the device evaporator with 99% isopropyl alcohol to remove all surface, gap and internal stains, debris, condensate residues and all detectable substances, ensuring the device is completely residue-free and meets global customs inspection and entry standards.

General Maintenance Service Process

1. Submit Application: Send an email to our official after-sales mailbox with your order number, detailed fault description and supporting fault photos/videos.
2. Remote Troubleshooting: Our technical team will remotely assist in fault detection and troubleshooting to resolve basic usage and software issues.
3. Modular Component Replacement: For hardware faults, we prioritize delivering original replacement components and guiding users through independent replacement.
4. Offline Authorized Repair: For faults that cannot be resolved remotely, customers may ship the fully cleaned device to our authorized repair center.
5. Inspection & Case Closure: Device functionality will be verified after maintenance to complete the after-sales work order.

Required Documents for Maintenance Application

• Valid purchase proof (order number, payment record, purchase screenshot or equivalent certification)
• Clear and detailed written description of device faults
• Photos or videos that intuitively demonstrate the fault status

Maintenance Fee Standards

• In-Warranty Devices: Devices with verified factory quality defects will receive free maintenance and free component replacement. Faults or customs detention caused by misuse, unauthorized modification, external force damage or non-compliant cleaning will incur official maintenance, component, labor and derivative fees, with a formal quotation provided before service commencement.
• Out-of-Warranty Devices: All out-of-warranty maintenance is chargeable. A detailed official quotation will be issued based on specific fault conditions, and maintenance will start after customer confirmation.

04Shipping & Logistics Cost Instructions

• All international freight, destination tariffs, customs clearance fees and import declaration fees incurred by cross-border after-sales shipping and device return maintenance shall be borne solely by the customer.
• Logistics insurance fees are the customer's responsibility. Customers are recommended to purchase logistics insurance independently to avoid transportation risks.
• We do not accept cash-on-delivery or self-pickup parcels, and all non-compliant parcels will be rejected.
• We are liable for device loss or damage occurring during officially arranged return transportation. All transportation risks, logistics losses and customs detention losses arising from customer-arranged shipping shall be resolved by the customer with logistics providers and customs authorities independently.
• Customers must complete device shipping within the time limit specified by our customer service after submitting a maintenance application. Overdue applications will expire automatically.
• Customers must inspect parcel status thoroughly upon delivery. Any logistics damage or device damage must be reported within 24 hours after signature.

05General Shipping Terms

• Global shipping is available for compliant regions, excluding areas restricted by local import laws and regulations
• Order processing cycle: 1–3 working days
• International transit time: 5–15 working days depending on destination
• Official tracking numbers are provided for all formal orders
• Buyers are responsible for all import tariffs and taxes on international orders
• PO box and virtual address delivery is not supported

06Data Retention & Compliance Statement

We strictly comply with the tax laws, personal information protection laws and regulations of the People's Republic of China for user data management:

• Order transaction records and tax-related vouchers are retained for 5 years in compliance with national fiscal filing requirements
• Product warranty records and after-sales maintenance records are retained for a minimum of 3 years after transaction and service completion
• In accordance with the Personal Information Protection Law, we only retain user data necessary for business operations, and all expired data will be regularly cleared and destroyed compliantly
• We do not store complete user credit card or payment account information. All payment processes are completed by compliant third-party payment service providers

07Payment Security Rules

• The platform never retains or backs up complete user bank card or payment account information
• All credit card refunds are processed by compliant third-party payment gateways and only returned to the original payment account
• All refunds are limited to the original payment channel to avoid cross-account fund transfer risks
• All bank card transactions adopt official 3D Secure authentication standards of Visa and Mastercard

08Tax Statement for Overseas Buyers

All displayed product prices on the website are net prices, excluding destination country/region VAT, consumption tax, import duties and all additional fees. The customer is responsible for all import taxes and fees incurred by cross-border transactions.

09Customer Service Center

10Statutory Consumer Rights

No clauses in this service policy shall deprive or restrict the statutory legitimate consumer rights granted by local laws and regulations. EU users are additionally protected by relevant EU consumer protection directives, with statutory rights prioritized.

11Liability Limitation

Transient Mist shall only be liable for device loss or damage occurring during official custody or officially arranged transportation, with the maximum compensation limit not exceeding the original purchase price of the device. This clause does not conflict with or waive non-negotiable statutory consumer rights stipulated by law. We shall bear no responsibility for any customs detention, penalties or derivative losses caused by users' non-compliant device cleaning.