Pokefi (except batteries) sold by SmartGo Worldwide Inc. are warranted against defects in material and workmanship for a period of two (2) years from the date of purchase or service activation date (whichever is earlier). Battery related products warranty is six (6) months, other SmartGo products warranty is one (1) year. If you believe the product you have purchased has a defect in material or workmanship or has failed during normal use within the warranty period, please write to firstname.lastname@example.org.
If product repair or replacement is necessary, please follow the steps below:
1. Note down your product serial number (How to find it?)
2. Note down your shipping tracking number
3. Send your product with valid proof of purchase (such as invoice copy), address to:
SmartGo Worldwide Inc.
A1, 15/F TML Tower, 3 Hoi Shing Road
Tsuen Wan, N.T. Hong Kong
Attn. Warranty Service
4. Complete an online repair form: Click here to fill in details
Carry-in warranty service, the customer will be solely responsible for all shipping charges, freight, insurance and proper packaging to prevent breakage in transit, whether or not the product is covered by this warranty. For confirmed defective returns, within warranty service, we will cover return shipment charges (exclude duties) of repaired or replaced products.
This warranty does not apply to defects resulting from any Customer actions, such as mishandling, improper interfacing, operation outside of design limits (such as liquid damages), misapplication, improper repair, or unauthorized modification. No other warranties are expressed or implied. SmartGo Worldwide Inc. specifically disclaims any implied warranties of merchantability or fitness for a specific purpose. SmartGo Worldwide Inc.'s liability shall be limited to the actual purchase price of any defective unit or units of equipment to which a claim is made, and shall in no event include the Customer's lost profits or goodwill, or any other direct, indirect, special, incidental or consequential damages. SmartGo Worldwide Inc. shall not be liable for normal manufacturing defects or customary variances from specifications.
Service inspection fee is HK$100 (US$13) per device. This charge will be waived if customer pays data package(s) value equals to HK$240 (US$30) upon service claim. There are additional charges if parts need to be replaced, such as the home button, USB port, memory chip, main PCB board or liquid damage etc. Not all defectives are repairable. If the Pokefi has catastrophic damaged from an accident or it’s inoperable after unauthorized modifications, customer might need to buy a replacement.
REPAIR TURNAROUND TIME
As soon as your online Repair Service Request form has been received, we will send you an automated communication confirming your submission with RMA#. Once we receive the device, we will have it checked, repaired, tested and returned. We aim to complete all our repairs within 14-30 days depending on transit time at the destination location. There are some occasions turnaround time may be longer due to transport or custom delays. For devices which need to be sent back to the manufacturer in mainland China for further checking or parts replacement, please expect additional 14-30 days delays (especially during COVID-19 parcel quarantine policy still enforced).
Updated 1st Jun 2022