Warranty and Return Policy

Thank you for choosing BAi embroidery machines. At BAi, we uphold the principle of "Customer First" and are committed to eliminating any deceptive practices, providing every user with efficient, fast, and high-quality service. To help embroidery practitioners achieve their entrepreneurial dreams effortlessly, we offer the following transparent explanation of our warranty and return policy:

Warranty Declaration

All BAi embroidery machines from the THE MIRROR、THE VISION、THE VISION(2Heads) series undergo strict testing to ensure there are no quality defects, manufacturing issues, or unmet testing standards.

If a purchased machine experiences unrepairable quality issues within the warranty period, we guarantee a quick return or exchange process to prevent any financial loss for our users.

Warranty Terms

Comprehensive Machine Warranty

• Warranty Period: The entire machine is covered under a one-year free warranty starting from the date of purchase.
• Coverage: If a machine fault is confirmed by technical inspection to be caused by component quality issues, we will replace the defective parts free of charge. These parts include, but are not limited to, rotary hooks, scissors, needle bars, drive blocks, presser feet, and all electronic components within the control system.

Accessory Warranty

• Functional accessories included with the machine (e.g., garment embroidery frames, garment arms, cap frames, cap drivers, flat embroidery frames, etc.) are covered under one-year free warranty. If these accessories experience non-human-caused quality issues during the warranty period, we will provide replacement services.

Warranty for Consumable Materials

• Consumables (e.g., threads and fabrics) included with the machine are not covered under warranty due to their nature and varying usage conditions.

Lifetime Free After-Sales Service

• All customers who purchase our products are entitled to lifetime free after-sales service, ensuring continuous technical support and usage guidance during the machine's lifetime.

Warranty Service Process

1. Spare Part Replacement:

   If the machine fails to operate, we will send the required parts free of charge to any country worldwide (delivery within 3–7 days, or up to 10 days at the latest).

2. Online Instruction:

   We provide one-on-one professional online guidance to ensure that even inexperienced users can replace parts and restore machine functionality quickly (online service is prioritized to save time and costs of on-site visits).

3. On-Site Service (Paid):

   On-site service is available in areas covered by local engineers. Charges are based on the distance, as detailed in the appendix. Appointments are required in advance, and regions without coverage are currently excluded from this service.

Return Policy

• During the warranty period, if a machine is confirmed by the after-sales team to have quality issues caused by production or quality control, we guarantee a fast return process:
  • Whether purchased via our official platform or authorized sales points, all BAi products are eligible for a quick return service.
  • We strive to replace machines within 15 days (or 30 days in remote areas).
  • If a replacement is not feasible due to insufficient stock or other exceptional reasons, we will issue a full refund to protect consumer rights.

Used Machines Warranty Terms

• Warranty Period: Customers who purchase used machines are also entitled to lifetime free after-sales service, but the free warranty for replacement parts is calculated based on the machine’s manufacturing date and is valid for one year.
• Post-Warranty Service:
  • For machines beyond the warranty period, we provide free online teaching and repair guidance.
  • All parts are official, original, and reasonably priced. Any third-party authorized dealer found violating this policy will have their authorization revoked.

Post-Warranty Services

1. Spare parts for all models are available with fast shipping.
2. Continued free online repair guidance ensures users can troubleshoot and repair machines independently.

Customer Responsibilities

To ensure mutual protection of rights and improved service quality, customers are required to fulfill the following obligations:

1. Training for New Users:

   Customers with no prior experience using embroidery machines must schedule training immediately upon receiving the machine and join the technical support group for professional guidance.

2. Reporting Issues:

   Any anomalies or questions during machine operation must be reported promptly to the service team to prevent further damage due to improper handling.

3. Additional Services:

   Customers seeking information on embroidery materials, digitizing software, or business operations will receive additional support to grow their ventures.

4. Cooperation Obligations:

   During free online guidance, customers must cooperate with engineers in performing operational checks. If users are unable to complete the process due to personal reasons, they may opt for paid on-site services or seek assistance from acquaintances.

5. Proper Returns:

   Machines returned under warranty must be clean, with all accessories intact, to prevent secondary damage during transportation.

6. Maintenance:

   Machines must be operated in clean and dry environments, away from extreme conditions, and regularly maintained to extend their lifespan.

Legal and Liability Statement

1. BAi reserves the right to pursue legal action against fraudulent refund claims and permanently cancel purchase privileges for such users.
2. Unauthorized disassembly, serial number alteration, or repair will void the warranty.
3. Any form of unauthorized fees or preferential treatment through personal relationships will be strictly addressed, and responsible individuals will be held accountable.

BAi is committed to its "Customer First, Integrity Always" philosophy, protecting the rights of every user and ensuring efficient and transparent after-sales experiences. For inquiries, please contact our after-sales team.