Provide guidelines to customer service staff of return, replacement and repair warranty as well as the maintenance quality commitment.
2. SCOPE AND CONFIDENTIALITY LEVEL
2.1. For all India customer support. This document is an internal confidential guidance document and shall not be disseminated to the public.
2.2. This service policy covers all imoo products.
3. BASIC PRINCIPLES OF SETTING SERVICE POLICY DETERMINATION
3.1. If the service policy conflicts with national laws and regulations, all the laws and regulations of the country shall take priority.
3.2. The maintenance methods of different categories and products (such as repair or replacement)
4. SERVICE POLICY DETAILS
4.1. Return & Replacement Policy
4.1.1. A customer may choose watch phone replacement if there is any functional error in watch phone within 10 days from the date of purchase and is also entitled for two year warranty.
4.1.2. If the problem cannot be resolved by phone or email, we will arrange for pickup from customer address for replacement. If a reverse pickup facility is not available at customer location, imoo will require customer to self-deliver the product to imoo warehouse and share the tracking details with the imoo customer service team. If customer ship the product to imoo by self, imoo will not be responsible for any loss or damage in transit.
4.1.3. If Customer returning a Product, Customer can request the imoo to reimburse the return shipping charges customer incurred. In such cases, imoo might ask to provide the courier receipt.
4.1.4. The starting date shall be the purchase date of a valid purchase invoice. Any manufacturing problem occurred, the customer can get the free replacement service based on test report.
4.1.5. For all imoo products, if the problem is not solved after two times of replacement due to quality failure (the same fault is not required) within the warranty period, the product shall be replaced free of charge of the same model or other models of the same price or refund will be initiated.
4.1.6. For all imoo products, a free replacement shall be made within the promised parts supply period if the imoo support team failed to finish the repair within 10 working days due to technical issues or lack of spare parts. The supply period of the promised parts is generally 2 years after the product is announced to stop production. The specific situation shall be subject to local laws and regulations or contract provisions.
4.1.7. In warranty: free replacement of the same product or other product of the same price, customers can also pay the price difference to get a higher priced product.
4.1.8. Out of warranty: with related part cost shall be charged, get a replacement of the same product.
4.1.9.The replacement process shall be completed for the user within 7 working days after the issuance of the test report.
4.2. Repair Policy
4.2.1. Repair policy not applicable on all imoo product. For product wise eligibility refer annex 4.3.7
4.2.2. Customer can register a warranty service request at imoo. customer support team will contact you and attempt to troubleshoot the issue.
4.2.3. If the problem cannot be resolved by phone or email, we will arrange for pickup from customer address for repair or replacement. If a reverse pickup facility is not available at customer location, imoo will require customer to self-deliver the product to imoo warehouse and share the tracking details with the imoo customer service team. If customer ship the product to imoo by self, imoo will not be responsible for any loss or damage in transit.
4.2.4. If the product fails out of the warranty (Damage in warranty period), the user needs to pay the corresponding repair cost. For detailed information of repair cost, refer to repair policy.
4.2.5. For all imoo products, the warranty period is recalculated from the date of exchange for brand new equipment with the policy of exchange instead of repair. For the market that, as good as new equipment can replace to the customer, the customer can enjoy the remaining warranty period or 3 months of the warranty period, whichever is longer.
4.2.6. If the failure meets the conditions of warranty, customers can enjoy free software upgrades and hardware maintenance services. For non-repairable products, a replacement can be carried out after getting a test report.
4.2.7. If the failure does not meet the conditions for the warranty, the customers shall pay for the maintenance. For non-repairable products, customers pay for damaged or lost parts and then get full sets replaced.
4.2.8. First acceptance principle: during the warranty period, if the failure described by the customer is not proved for the first time, and it is repeated within 1 month, the validity period of the replacement or repair warranty judgment shall be subject to the first acceptance time. Furthermore, the logistics time, maintenance time and the delay time caused by the lack of spare parts shall be deducted without affecting the normal warranty right of customers.
4.2.9. In warranty: products after repair are entitled to the remaining warranty period or a 3-month warranty period, whichever is longer.
4.2.10. Out of warranty: products are entitled to a 3-month warranty period only for the replaced parts.
4.3. Warranty Status Judgment
4.3.1. The valid warranty period expires
4.3.2. The damages due to natural wear and tear of the product in normal use, including but not limited to stains, scratches, rust, etc.
4.3.3. The product is damaged due to external forces, including but not limited to natural disasters, accidents, etc.
4.3.4. Warranty labels (e.g., fragile stickers, screw plugs, SN stickers or screen-printing information) are missing, damaged, or blurred beyond recognition.
4.3.5. Any modification, disassembly or maintenance without imoo’s authorization is found.
4.3.6.Non-quality reasons from imoo products, including but not limited to improper use, carrier network, rooted device, etc. are found.
4.3.7. Repair process applicable product Detail.