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After-Sales Service

Service Policy

AOZORA Wireless Product Warranty Instructions:
1. The 'Three Guarantees' period for the AOZORA Wireless product host and charging accessories is one year. Other accessories are under warranty for three months. Ps: 'Three Guarantees' on this website means 'warranty services of repair, replacement and refund.
2. Within 7 days of receiving the product, if the buyer requests a return for reasons other than product quality, and the product is in a condition that does not affect its resale, the return can be made unconditionally, with the buyer bearing the cost of the round-trip courier fees.
Within 7 days of receipt, returns or exchanges due to incorrect items or quality issues are accepted, with the seller responsible for the return shipping costs. The seller will cover the costs for sending out the replacement or refund.
No returns will be accepted after 7 days of receipt. If there are quality issues, you can exchange the goods within 15 days. The buyer is responsible for the return shipping costs, while the company will cover the costs for sending out the replacement.
After 15 days from the date of receipt, the mobile phone is covered by a one-year free warranty policy. The buyer is responsible for the round-trip shipping costs. For more details, please refer to the after-sales service policy.

Exclusions and Limitations

The following situations are not covered by the free service scope:
1. Does not comply with the Three Guarantees regulations: inability to present this warranty certificate or a valid invoice, or if the certificate or invoice has been altered, or if it does not match the product.
2. The barcode or security tag affixed to the product parts is damaged, missing, or does not match the main unit.
3. Damage caused by accidental factors or improper use, including software viruses, operational errors, liquid ingress, scratches, cracks, handling, impacts, improper insertion or removal, foreign object entry, rodent or insect damage, etc.
4. Normal wear and tear (such as the natural consumption of the casing, connectors, wear and aging).
5. Batteries are consumable materials, and their gradually decreasing usage time is a normal phenomenon; the lifespan of the battery is closely related to the usage environment, the working status of the device, and the manner of use.
6. The use environment does not comply with relevant national regulations such as 3C certification, etc.
7. Malfunctions or damage caused by installation, repair, alteration, addition or removal by any organization or personnel not authorized by AOZORA Wireless.
8. Parts and software not configured by AOZORA Wireless's original factory (the standard configuration is subject to AOZORA Wireless's system records).
9. Software installation services, software troubleshooting, or password clearance.
10. Services and additional configurations and gifts promised by the dealer shall be provided by the dealer.
11. Malfunctions or damages caused by natural disasters or other force majeure events (such as earthquakes, fires, floods, typhoons, lightning strikes, etc).

Product Usage Precautions

1. Please use genuine software and virus-free disks. It is essential to back up your hard drive data promptly during use or before maintenance to prevent data loss. AOZORA Wireless will not assume responsibility for data loss, or for the backup and recovery process during or after repairs.
2. Floppy disks and similar media may become damaged or lose data during use. It is recommended to make backups of the original floppy disks provided with the product in advance.
3. Do not disassemble the product or plug and unplug external expansion devices such as serial and parallel port devices while they are powered on. Keep magnetic objects away from the product to prevent accidental damage.
4. For other matters not covered, please refer to the user manual, product instructions and appendix that came with the product.
5. If the product exhibits any abnormal conditions, do not continue to use it. Please contact AOZORA's after-sales service personnel, dealers, or AOZORA Wireless Customer Service Center as soon as possible with this warranty certificate, the 'Three Guarantees' certificate, and a valid invoice.

Special Tips

1. Except for the service terms listed above, AOZORA Wireless does not assume any and all express or implied warranties. Should applicable laws in the country provide otherwise, AOZORA Wireless will adhere to the legal requirements.
2. AOZORA Wireless is not responsible for any special, incidental, or consequential damages resulting from the use of AOZORA Wireless products or any software provided by AOZORA Wireless, including but not limited to loss of business, profits, or use. Our liability is limited to the responsibilities required by the applicable laws of the country.
3. AOZORA Wireless assumes no responsibility for the following types of losses incurred under any circumstances:
(1)The losses caused by the loss of the customer's product.
(2)The losses caused by damage or loss of intangible property such as data, information and programs.
(3)The losses caused by third parties making claims for compensation against the customer.
4. The components referenced in our warranty commitment are not to be interpreted as a description of the product configuration purchased by the customer. The actual product configuration is to be ascertained based on the specific model acquired and the accompanying packing list.
5. The purchase invoice, warranty certificate, and 'Three Guarantees' documentation serve as crucial evidence for the fulfillment of legal 'Three Guarantees' responsibilities by both parties. It is imperative to retain these documents securely, as we cannot issue replacements for lost items.
6. Should there be any inconsistencies between the warranty terms outlined here and those promised in the warranty document accompanying the product, the warranty services as detailed in the accompanying warranty document shall take precedence.

Return and Exchange Policy

AOZORA Wireless is committed to providing a hassle-free return and exchange process.

If your purchased product meets the required conditions, you have the option to return it within 7 days from the date of receipt or exchange it within 15 days. To initiate the return or exchange, you can either submit your return or exchange request online or directly contact our AOZORA Wireless After-Sales Service Center for assistance.

1. AOZORA After-Sales Service is dedicated to handling returns for products that were purchased directly from our official online stores. For devices acquired through other channels, kindly reach out to the original point of purchase to initiate the return process.
2. The functional failures of the mobile phone as defined by the national 'Three Guarantees policy.
3. In the event of discovering damage or missing components upon delivery due to logistics issues, such as damage, leakage, breakage, or performance failure during transit. Once confirmed by the after-sales service center(during which we may require proof from the courier or ask you to provide physical photos, etc., to help us make a quick judgment and handle it promptly), we commit to processing returns, exchanges, or reshipments without any conditions.
4. Should our After-Sales Service Center verify that the product you are returning includes damaged or missing accessories, you will be liable for the associated costs. These costs will be deducted from your refund amount.
5. It is required that any performance failures be identified and confirmed by the AOZORA Wireless After-Sales Service Center before any warranty claims or return processes can proceed.

Exclusions from Return or Exchange Services in the following circumstances:

1. We do not offer return or exchange services for products that have exceeded the 'Three Guarantees' warranty period.
2. We do not provide return or exchange services for products that have experienced quality issues due to unauthorized repairs, misuse, collisions, negligence, abuse, liquid damage, accidents, modifications, or improper installation. Additionally, products with removed or tampered labels, machine serial numbers, or anti-counterfeiting marks are not eligible for these services.
3. We do not offer return or exchange services for damages caused by force majeure events, which are unforeseen circumstances beyond our control.

Return and Exchange Process:

Notice for Return and Exchange:

1. Upon submitting a return or exchange request, kindly send the device to our specified address within seven days and attached the order number, your name, contact details, return shipping address, a description of the issue, and any specific testing requirements. If the device passes our inspection and meets the return or exchange conditions, logistics costs will be borne by both parties(with the customer responsible for the initial return shipping and we shall cover the cost of shipping the replacement back to you).
2. Should the inspection reveal that the mobile phone does not fulfill the conditions for return or exchange, the device will be sent back to customer. We will not be responsible for the return shipping costs. To safeguard the product during the return journey, we will send back by insured mail, payable on delivery.
3. Please be aware that the return and exchange inspection process could potentially lead to the loss of data on your device. It is highly recommended that you back up all data and materials, including those on the phone, SD card, and SIM card, before the return or exchange process. Additionally, if you have a password set for device access, kindly remove it before sending the device for repair to facilitate the inspection process.

Return and Exchange Shipping Address:

Address:

Phone No.:

Consignee: