Returns

How does the 30 Day Satisfaction Guarantee work?

If at any time within the first 30 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 Authorization 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, credit note or repairing. All serial numbers and IMEI numbers are recorded and verified before replacement.

12 Month Warranty against defects

What is the warranty?

Your device is covered against any defect or malfunctioning which may occur from normal, everyday use during the 12-month warranty period. This warranty is applicable from the date of purchase shown on your original invoice.

The 12-month period will be referred to as the “warranty period”. If there is a defect or fault with your device during the warranty period that falls into the below guidelines, we will repair or replace your device at our discretion.

It is ORIENT TELECOM’s right to choose the appropriate solution for your device. It is not down to, you the consumer, to choose whether repairing or replacing is the appropriate solution. 

Only defects and faults that relate to the materials or our workmanship are covered by this warranty.

You cannot claim under this warranty if:

• Damaged cause by mishandling or misuse, neglect, negligence, tampering or unauthorized adjustments (including ‘jailbreaking’)
• Accidental damage or any damage caused by liquid, fire or any other event outside of our control. This includes dropping your device resulting in smashed glass.
• Damage caused by any third parties and/or yourself (e.g. where you have your device screen replaced by someone other than us.) This includes work done by representatives from the device manufacturer and/or any manufacturer authorised service providers. Please note that if you try to, or engage with any third party to carry out repairs and/or replacements to your device, your 12-month warranty will be void.
• If considerable damage has been induced by you, the customer. This will also void your warranty.
• Damage due to usual wear and tear and/or the natural ageing of your device.
• Cosmetic damage including, but not limited to dents, scratches, chips, cracks or snaps in external plastic or ports.
• Any damage to your devices protective coating (which is designed to diminish over time).
• Damaged caused by using the device with any other product (e.g. speakers or dock).

What is the warranty service process?

After the first 30 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 Authorization 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.

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. Please ensure your device is factory reset and powered off prior to shipment.

Governing Law

This Limited Warranty shall be governed under the Hong Kong Law