1. Recommendations Before Submitting a Service Request

If the issue is caused not by a product defect but by settings or the usage environment, inspection and shipping fees may apply. To help save your valuable time and costs, we recommend completing the following steps before submitting your request.

• [Self-Diagnosis] Please first check the product status using the user manual or the FAQ section on our website.
• [Technical Consultation] If the issue cannot be resolved on your own, you may first contact our technical support team by phone to confirm whether the issue can be resolved remotely.

1. RMA Request and Operation Guide How to Submit an RMA Request

• Security : Contact your sales representative or email (os@truen.co.kr)
• EGLOO : RMA Request Method

• Accessories enclosed with the product during RMA service may be lost or replaced due to the nature of the service process.
• We are not responsible for the loss of non-essential accessories (SD cards, additional brackets, etc.). Therefore, please send only the product itself whenever possible and package it securely.

2) Business Hours

• Business Hours: Weekdays 09:00 ~ 18:00 (Consultation unavailable during lunch break: 11:50 ~ 13:00)

[Service Fee Policy]

The following policy serves as the basis for charging service fees for products whose warranty period has expired, or for cases requiring paid repair even within the warranty period. Please note that failures caused by external factors or customer negligence (including installation-related negligence), rather than product defects, may incur service charges regardless of the warranty period.

1. Service Fees and Repair Period

• Service Fees : All service fees are calculated based on the sum of parts costs and repair labor charges.
• Repair Period : Repairs typically take 2–3 business days after the product is received.(However, delays may occur depending on daily service volume or parts availability.)

2. Free Warranty Period by Product Type

Warranty Exceptions

Even within the warranty period, failures caused by customer negligence or natural disasters are excluded from warranty coverage.

Warranty Coverage by Component

3. Paid Repair Criteria

Paid repair service applies when the failure is caused by reasons other than product defects, including the following:

• Damage caused by customer mishandling (e.g., damage during installation, unauthorized repair or modification)
• Damage after repair by a service center other than Truen’s authorized service center
• Failures caused by the use of non-genuine or unsupported accessories/products
• Customer negligence (e.g., overvoltage, water damage caused by improper installation, incorrect settings)
• Failures caused by external devices
• Use under improper voltage or abnormal operating environments
• Failures caused by natural disasters(fire, lightning, saltwater exposure, earthquake, etc.)
• Failures caused by not following the precautions stated in the user manual
• Requests for simple inspection services such as cleaning or firmware upgrades

4. Shipping Cost Policy

1. Initial Defect Criteria

• If a defect occurs within 1 month from the product shipment date, replacement unit will be provided upon confirmation of the defect.
  However, cases caused by customer or installer negligence are excluded.
• If the returned product is determined not to be an initial defect or is identified as a used product, related costs may be charged.

2. Remote Support Policy

Remote support services are available for products whose free warranty period has expired under the following conditions:

• Simple usage guidance, network installation instructions, and basic software-related inquiries
• Cases requiring more than 20 minutes of technical support beyond simple assistance