01. AFTER-SALES REPAIR AND TECHNICAL SUPPORT

 

 

Initial Support

​​

Customers should provide the order number, product model, serial number, warranty card, description of the issue, and any necessary photos or videos.

​

NAPOULERN may first conduct remote troubleshooting and diagnosis.

 

RMA

​

Before returning a product for repair, customers should in principle contact support@napoulern.com to obtain an RMA number and the designated return address.

​

Products sent directly without prior authorization may result in customs clearance, identification, or return-related issues. Any resulting costs and other issues shall be borne by the customer.

 

Inspection and Repair

​

Upon receipt of the product, NAPOULERN will conduct the necessary inspection and determine warranty eligibility.

​

For repairs that are not covered by the warranty, NAPOULERN may provide a repair quotation.

​

In principle, NAPOULERN will not carry out paid repairs that are clearly beyond the scope of the customer's authorization without the customer's confirmation.

​

Packaging

​

Products returned for repair should be shipped using the original manufacturer's packaging or packaging providing an equivalent level of protection.

​

Any damage occurring during transportation due to improper packaging shall be handled according to the actual party responsible for such damage.

​

​

02. FIRMWARE / SOFTWARE / NETWORK SUPPORT POLICY

​

​

Firmware

​

NAPOULERN may provide firmware updates, fixes, security improvements, and compatibility enhancements based on the product lifecycle.

​

Different hardware versions may support different firmware versions.

​

Upgrades

​

Customers should use official files and procedures when performing firmware upgrades and should ensure a stable power supply throughout the upgrade process.

​

Unauthorized firmware flashing, modifications, or the use of third-party firmware may affect eligibility for commercial warranty coverage.

​

Third-Party Services

​

Apps, operating systems, third-party music platforms, network protocols, and cloud services may be independently updated or discontinued by their respective third-party providers.

​

NAPOULERN does not guarantee permanent compatibility with third-party services, but will provide technical assistance within a reasonable scope.

​

Scope of Responsibility

​

NAPOULERN may provide reasonable technical assistance but does not undertake an obligation to maintain or support customers' third-party networks, third-party software, or third-party accounts.

​

​

03. PRODUCT REGISTRATION AND AUTHENTICITY VERIFICATION

​

​

Registration

​

Customers may submit their name, country, order number, product model, serial number, and proof of purchase for product registration.

​

Registration does not replace proof of purchase and does not automatically extend the warranty period.

​

Authenticity

​

Official serial numbers, authorized sales channels, and proof of purchase may be used as the basis for verifying product authenticity and source.

​

Products whose source cannot be verified may not be eligible for commercial warranty coverage or official after-sales support.

​

Data

​

Registration information will be processed in accordance with the Privacy Policy and will be used only to the extent necessary for order management, warranty administration, authenticity verification, and after-sales support.

​

​

​

Version: Z1.1
Effective Date: August 8, 2025
Last Updated: September 15, 2026

​