Repair and maintenance conditions for FELLOWelectrical products:
- After purchasing FELLOW electronic products, pleasekeep the purchase receipt or proof (original or copy) to enjoy product repairand maintenance services. Within 12 or 24 months from the time of receipt ofthe goods, depending on the product, if the product has a functional failurethat is not caused by human damage, consumers can enjoy free repair andmaintenance services upon presentation of an official receipt and evaluation byonline after-sales customer service.
- If the product is damaged by humans, it will not beincluded in free maintenance regardless of whether it is within the freemaintenance period. Consumers need to bear the testing fees, parts fees andshipping costs themselves.
- The product has exceeded the warranty period.Consumers need to bear the testing fee, parts fee and shipping fee.
- Only Hong Kong licensed products are accepted, andproducts purchased from qualified dealers or channels are eligible for repairand maintenance services. Parallel imported products will not be accepted.
- Once the product has been used and problems occur, itwill only be repaired and cannot be returned or exchanged.
Repair and maintenance service procedures:
If you have any inquiries about maintenance during the warranty period, you can follow the steps below.
- Inquire online through the general agent or dealer
- Consumers must provide purchase receipts, product serial numbers, videos and photos of product problems. After an online evaluation, they will determine whether repairs are needed or provide a preliminary quotation.
- If repair is confirmed, the customer must return the problematic product to FELLOW's repair center in Taiwan.
- Products that meet the maintenance requirements will be sent back to the repair center, and the product packaging costs will be borne by the customer. For products that are repaired at their own expense, a final quotation will be provided after inspection. The customer must complete payment before the repair center will repair it.
- After the repair is completed, a dedicated person will notify the customer to obtain the receiving information and send the product back. (The product after completion of repairs will maintain the limited warranty period of the original product. )
- The replaced parts are provided with free warranty service for 90 days after the repair is completed (only if the same part fails and it is not a human fault).
Situations that do not fall under the free maintenance obligation:
- The product has exceeded the warranty period.
- The product serial number is unclear, changed or torn.
- All maintenance is only applicable to products purchased in Hong Kong and Macau.
- Have taken products out of Hong Kong and Macau for use in different voltage areas or used transformers.
- During normal use, scratches and wear may occur on the product casing or parts that can be contacted without disassembly.
- Failure or damage caused by accidental factors or human factors (including handling, extrusion, bumps, scratches, impacts, input of inappropriate voltage, corrosion, water, fire, accidents, etc.).
- Product damage caused by natural disasters or force majeure.
- Failure and damage caused by unauthorized disassembly or repair by personnel authorized by the company, disassembly, modification of the product, arbitrary changes in specifications, or use of non-original accessories.
- Damage caused by improper use due to consumers not following the instructions or instructions, including damage caused by heavy pressure, falling, moisture, water immersion, rain, intrusion of foreign objects, missing components, etc.
- Normal product loss, such as daily friction or product color shift, etc.
- Appearance problems are not within the scope of maintenance.
Attention:
- All products purchased cannot be returned or exchanged. Exceptional exchanges are allowed only for defective products.
- If the product is determined to be defective and you have not used the product, please contact us and return your product with the original receipt and original packaging within 7 days of the date you received the product.
- Only repair and maintenance are provided. After payment for the goods, there will be no exchanges, returns/payments or any changes.
- Relevant order information and purchase receipts should be used as the basis for repair and replacement services. If it cannot be provided, our company may refuse the warranty.
- If the product is lost or the packaging is damaged, our company will refund the product after deducting the cost of refurbishment.
- The free product warranty service is only applicable to the first purchaser of the product. If the customer resells the product by himself or purchases other resale products, the limited warranty service he enjoys cannot be resold or transferred.
- If you have any inquiries, please Whatsapp customer service: +852 5223 1219, or email inquiries: fellow.customer.service@gmail.com / hk_sales@song-po.com
*In case of any disputes, our company reserves the right of final decision and interpretation.
*Relevant terms are subject to change without prior notice.
