Repair warranty
Check coverage periods, covered issues, exclusions, how to apply, shipping costs and the warranty repair process for each service.
Coverage and duration vary by repair. All periods start from the completion time recorded in the order system. One-year warranties include a 5-day mailing grace period after expiry. Eligibility still depends on the original order and physical inspection.
Start date and grace period
- All covered repair warranty periods start from the order completion time recorded in the system after the device is repaired.
- To allow for mailing time, one-year warranties include a 5-day grace period after expiry. Applications made during that period are still accepted as warranty claims.
- Any grace period for one-week, one-month or other warranties is subject to the information confirmed in the relevant order.
- Coverage periods and scope vary by repair. Check the service descriptions below and your original order before applying.
Coverage by repair type
- Battery cell replacement: for one year, a cell confirmed by testing to have actual usable efficiency below 80%, or a swollen cell. Eligible claims receive a free cell replacement as a warranty repair.
- Storage upgrade: for one year, faults confirmed by testing to result from the storage hardware involved in the upgrade.
- Outer glass or display assembly repair: touch function is covered for one week. Screens are glass products; drop damage and scratches are not covered.
- Logic board repair: the same fault is covered for one month. Boards that are already undergoing a second repair have no warranty.
- Face ID repair: Face ID function is covered for one month. A confirmed blown dot-projector chip is not covered.
- Cosmetic restoration and airtightness restoration: no warranty.
- Whether the issue comes from the repair work or the part itself can only be confirmed after receiving and testing the device.
What is not covered
- Problems caused by water or other liquid ingress.
- Damage caused by handling or external force, including drops, impacts, pressure and scratches.
- Problems caused or worsened by third-party disassembly, repair or modification after our repair, or where that work materially affects identification of the cause.
- Second repairs of logic boards, blown Face ID dot-projector chips, and cosmetic or airtightness restoration explicitly marked as having no warranty.
How to apply and what to provide
- Send customer service your order number and describe the device’s current issue on WeCom.
- Only the order number is needed as the claim reference. Customer service uses it to check the device, repairs and order details in the system.
- For urgent issues, you can call customer service. See Visit & contact for the number and service hours.
- If the device is swollen, abnormally hot, smells unusual or shows other safety concerns, stop using and charging it, then contact support.
Why we need to inspect the device
- A remote description cannot establish the internal condition or directly determine the cause.
- We compare the original order, repair records and current device condition to determine whether the original repair work or part caused the issue.
- We also check for liquid damage, drops and third-party repairs, and whether they caused or worsened the problem or materially affect identification of its cause.
Warranty claim process
Contact after-sales support
Provide your order number and device issue on WeCom. For urgent matters, you may call customer service.
- What you need to do
- Describe the symptoms, when they began and the current safety condition. Do not send account passwords or verification codes.
Check the original order
Customer service uses the order number to check the original device, repair work, completion time and service records.
- What we do
- Check the period for the original service, including the 5-day grace period for one-year warranties, and explain shipping or store-visit arrangements.
Receive and inspect in detail
After receiving the device, we check its condition, analyse the cause and assess exclusions.
- What we do
- Determine whether the issue results from our repair work or the part itself.
Confirm coverage and shipping costs
We explain warranty eligibility based on the original order and inspection, along with how shipping costs will be handled.
Repair and return
Eligible devices are handled as warranty repairs and returned after the necessary testing.
Shipping costs and remedy
Shipping responsibility and warranty decisions depend on inspection after receipt. Communication before receipt registers the issue and arranges shipping; it is not a final warranty decision.
- If inspection confirms that our repair work or the part itself caused the problem, we cover shipping costs.
- If inspection confirms that our repair work or the part itself did not cause the problem, each party covers its own shipping leg.
- The remedy for an eligible warranty claim is a repair.