Returns & Warranty

Returns

How does the 14 Day Satisfaction Guarantee work?

If at any time within the first 14 days from the date you received the product and you are not satisfied with your product or you are experiencing a problem with your purchase, please contact us to obtain a Return Authorisation Number along with instructions on how to ship your device back to us. Let us know what went wrong, photos are helpful if you can take some. Once received and inspected, we will facilitate an exchange or refund. All serial numbers and imei numbers are recorded and verified before replacement. 

 

12 Month Warranty against defects

What does the Warranty Cover?

We back the quality of our products and all items are covered by a 12 Month Limited Warranty to the original purchaser of the product with a valid proof of purchase. This Limited Warranty period starts from the date that you received the product and lasts for one (1) year.

If the valid claim arises within the Warranty period, you are entitled to either a repair replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If the product has a defect and a valid claim is received by the the Swoopymobile within the Warranty Period, Swoopymobile will, at its option and to the extent permitted by law, either (1) at no charge to the customer, using new or refurbished replacement parts repair the Product, or (2) exchange the Product with a refurbished product or another product that is the same or similar to the Product purchased. 

We provide no assurance, representation or warrant that all replacement product will be 100% identical to or offer the same functional utility as the product initially purchased. Advances in technology and the availability of product may result in the new product replaced having a lower selling price point than the originally purchased product. We will look for comparable products to the original purchased product in the case of the replacement. If it is reasonable to replace or repair the faulty product, we may refund you the original purchase price paid. Any replacement product will be warranted under the remainder of the original Warranty Period.

In the event of a Product defect, to the extent permitted by law, these are your sole and exclusive remedies, this Limited Warranty is valid only for purchases made by you within Hong Kong and refunds will only be credited to your original method of payment.

What is the warranty service process?

After the first 14 days, if you need to return your device for warranty, please contact us before shipping the item. Our Customer Service team with provide you with details to our Returns Authorisation Form. Please note that this form does not imply that the warranty is applicable. You will be asked to return the faulty Product in either its original packaging or packaging that will provide adequate protection from damage to the specified address. It is the responsibility of the customer to cover the return postage costs.

We recommend registered tracking delivery and insurance for peace of mind. There is no need to return the supplied accessories, just the product itself. Once the item has been received and verified by our technicians and justified based on this Limited Warranty, we will confirm by email if the product can be repaired or a replacement is to be provided and pay for the shipping and the replacement or repaired product back to you. By sending the Product, you hereby acknowledge that ownership of the Product is transferred to Swoopymobile upon receipt of the defective Product. If we receive a product without a valid warranty claim or without a Return Authorisation Number, your claim may be rejected and returned at your cost. If we do not have communication within 90 days the product to collect the product may be disposed with no further liability.

 

What do I need to do before returning my product?

Please ensure that you have completed a successful removal of any iCloud or Google account from the returned device. Please also remove your sim (s) and/or memory card. We will not accept a returned device that is iCloud or Google locked. If your device is account locked you will receive a notification from us to remove the lock. The device will be returned if still locked after 5 business days. The IMEI will be validated against the IMEI shipped. (this is the unique digit code used to identity mobiles.) Returns will not be accepted on mismatched IMEI’s.

• Our warranty is void for unauthorised tampering or any changes to the operating system of the device and does not cover liquid or physical damage.
• During the process of repair, it is likely some or all of your stored data may be lost. Please ensure that you have backed up your data elsewhere prior to sending your device to us.
• Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
• Items sold For Parts are not covered by our 14 Day Satisfaction Guarantee. 
• Please ensure your device is factory reset and powered off prior to shipment.

 

What are the exclusions and limitations to this Limited Warranty?

The Limited Warranty excludes any consumable parts of the product such as batteries or any software that was sold with, packaged, or embedded in the product. The Limited Warranty only applies to the Product and exclude any of the accompanying accessories if any.

The Warranty is void and will not apply to:

Accidental Damage: this includes but not limited to any damage caused by fire, liquid water damage, cracked screen, food spills or physically damaged caused to your product which was not deliberately caused by you or any other person or other external causes including but not limited to those consider an act of God. Any Abuse or misuse which includes but not limited to: software that has been tampered with, unauthorised repairs (3rd party repairs).

Cosmetics Damage: this includes but not limited to ordinary wear in the form of tears, dents, scratches, defects, corrosion, rust or stains, scratches, casing dents or other wear on the paintwork of the Product.

Accidental loss/accidentally lost:  this includes but not limited to if the product has been accidentally left by you in a location and you are permanently deprived of its use

Theft/Stolen insurance claims:  means the unauthorised dishonest appropriation of the product by another person with the intention of permanently depriving you of it.

This Limited Warrant does not take responsibility for any data or software or other stored materials lost during the Warranty Servicing or Warranty Verification process. The re-installation of software programmes and data is your responsibility to backup before you send the product back to Swoopymobile.

 

Governing Law

This Limited Warranty shall be governed under the Hong Kong Law.