Devices Service Policy

Service Policy Overview

BeepRadio provides a complete after-sales framework covering limited warranty, return and exchange, in-warranty repair and out-of-warranty repair for every two-way radio, repeater and accessory we manufacture. This policy explains what is covered, how long cover lasts, how to raise a service request and what you can expect from our service centre at each stage.

Limited Warranty

BeepRadio warrants that its devices are free from defects in material, design and workmanship for twelve (12) months from the date of shipment, and six (6) months from date of shipment for batteries, chargers and accessories. Within this period we will repair or, at our discretion, replace any part found to be defective under normal professional use.

Warranty Coverage Period

The warranty period begins on the shipment date shown on the commercial invoice, not the date the device is deployed on site. Repaired or replaced units continue under the remainder of the original period, or the extended warranty period where one has been purchased. Extended cover can be added at the time of order for large fleet deployments.

Limitations of Warranty

The limited warranty does not apply to defects caused by improper installation, alteration, mishandling, misuse, accident, unsuitable packaging, excessive heat or cold, moisture ingress beyond the rated IP level, vibration, shock, liquid spillage, power surge, lightning, severe weather, or repairs and upgrades carried out by unauthorised parties.

Cover is also void where the original serial number has been altered, defaced or removed, where non-approved batteries or chargers have been used, or where firmware from an unauthorised source has been loaded onto the device.

Wear Items and Consumables

Antennas, belt clips, carry cases, earpieces, microphones, keypad overlays and housing seals are treated as wear items and are covered only against manufacturing defects on arrival. Battery capacity naturally declines with charge cycles; a battery is considered defective only when it falls below sixty percent of rated capacity within the warranty period.

Requesting Service (RMA)

Before returning any device, contact your regional sales manager or our service desk to obtain a Return Merchandise Authorisation number. Provide the model, serial number, purchase reference, a clear description of the fault and, where possible, a short video. Shipments received without an RMA number cannot be logged and may be delayed or refused.

Return Packaging

Devices must be returned in their original carton or in equivalent protective packaging with adequate cushioning on all six sides. Remove antennas, batteries where airline rules require, and any third-party accessories. Damage caused in transit by insufficient packaging is not covered by the warranty and will be quoted as a chargeable repair.

Return Freight Charges

For approved in-warranty claims, the customer covers outbound freight to our service centre and BeepRadio covers return freight to the customer. For out-of-warranty repairs, freight in both directions is the responsibility of the customer. Duties, taxes and customs clearance charges in the destination country remain the customer’s responsibility.

Repair Policy

During the warranty period our repair centre will repair or replace the equipment free of charge at its discretion. Standard bench turnaround is five to seven working days from receipt, excluding transit. Where a fault cannot be reproduced, the device is retested against factory specification and returned with a full test report rather than an unnecessary board swap.

Out-of-Warranty Repairs

If a product is not covered by warranty, the repair centre evaluates it on receipt and issues a written estimate of parts and labour. Repair work begins only after written approval. Where a repair is declined, the device is returned as received and only the evaluation and freight charges apply. Out-of-warranty repairs carry a ninety-day workmanship guarantee.

Spare Parts Availability

BeepRadio maintains functional spare parts, batteries, housings and accessories for a minimum of five years after a model is discontinued. Authorised partners with trained technicians may order board-level and mechanical spares directly, together with service manuals and programming cables, so routine repairs can be completed locally without shipping units back.

Firmware and Programming Support

Firmware updates, channel plans and programming software are provided free of charge for the supported life of each model. Our engineers can prepare and lock a codeplug for your fleet so replacement radios arrive pre-programmed and ready to work. Loading firmware from unauthorised sources voids warranty cover and may render a device inoperable.

Data, Contacts and Privacy

Radios sent for service may hold contact lists, encryption keys, GPS records and recorded audio. Please back up and, where practical, erase sensitive data before shipping. Our technicians may need to reset a device to factory settings during repair. Any customer data encountered during service is treated as confidential and is deleted once the repair is closed.

Disclaimer of Warranty Services

In no event shall BeepRadio be liable for damages including lost profits, loss of business, loss of savings, downtime, labour, material costs, or personal or property injury arising from the use or inability to use its products. The warranties stated here are the sole warranties authorised by BeepRadio and are given in lieu of all implied warranties of merchantability and fitness for a particular purpose.

Contact Our Service Team

To open a service case you will need the device serial number, purchase reference and your contact details. Our technical service staff will respond by phone or email, usually within one working day. Contact your regional sales manager, email info@beepradio.com or call +86 132 9590 6959 for direct assistance with any warranty or repair question.