Warranty / maintenance policy

Effective from October 2026. This page includes 3 policies: (1) New products and parts, (2) Used devices and accessories, (3) Repair service and replacement parts.

WARRANTY AND REPLACEMENT POLICY FOR NEW PRODUCTS

Article 1. Scope of Application

This policy applies to new products supplied by HAGA Smartech, including mobile phones, MacBooks, laptops, iPads, tablets, Apple Watches, AirPods, AirPods Max, mice, keyboards, routers, headphones, speakers, and other technology accessories. The specific warranty period depends on the product, brand, manufacturer’s policy, and the information stated on the invoice or warranty card.

Article 2. Warranty Period

Warranty Processing Time

Not all products are covered by the same warranty period. Customers are advised to refer to the specific warranty information stated on the invoice, warranty card, or provided by the manufacturer.

Warranty processing time depends on the service center’s operating schedule and the availability of replacement parts. Service centers are closed on Saturdays, Sundays, and public holidays as prescribed by law.

Actual processing time may vary depending on the device inspection results, replacement-part availability, and the service center’s processing schedule. HAGA will proactively provide customers with status updates and progress information while the warranty claim is being handled.

Article 3. Replacement Policy

HAGA will consider replacing a product within 7 days from the date the customer receives it if a hardware defect is confirmed to be covered by warranty and the product meets the applicable replacement conditions.

The fault must be inspected by HAGA or an authorized technical service provider and confirmed to fall within the warranty scope.

The product’s condition, identifying information, and accompanying accessories will be checked in accordance with the applicable conditions.

Replacement under this policy does not apply to damage caused by drops, breakage, liquid exposure, fire, explosion, physical impact, misuse, or other causes outside the warranty scope.

If an equivalent product is unavailable, HAGA will inform the customer and agree on an appropriate resolution in accordance with the commitments made and applicable law.

Article 4. Requirements for Submitting a Replacement Request

The customer must provide the invoice, order number, purchasing phone number, or other transaction details for HAGA to verify the purchase.

The customer must submit the product and relevant accessories for inspection in accordance with the applicable conditions.

The customer must provide information about the fault and, when necessary, follow safe instructions to back up data, sign out of accounts, disable device-lock features, erase data, or reset the device.

HAGA will record the product’s condition, inspect the reported fault, and inform the customer of the findings and proposed resolution.

HAGA will not deny a customer’s lawful entitlements solely because the original box or a particular document is missing if the transaction can be verified through another valid method. The product’s condition will be assessed in light of the cause of the fault and the benefits committed to the customer.

Article 5. Returns, Buybacks, and Upgrades

Replacement due to a technical defect is different from a request arising from a change in the customer’s personal needs. If a product has no defect but the customer wishes to exchange it for another device or sell it back, HAGA may consider a trade-in or buyback based on the assessed value at the time of the transaction.

The buyback price, any deductions or processing fees, and any price difference will be clearly disclosed before the customer confirms the transaction. A buyback does not constitute an automatic right to a refund and does not limit any mandatory rights provided by law.

Article 6. Loaner Device Support During the Warranty Period

HAGA may provide a loaner device during the warranty period, subject to availability and program conditions. The loaner device’s condition, loan period, and return obligations must be recorded. Providing a loaner device does not change the warranty period of the original product.

Article 7. Intake Procedure

• Receive the request and verify the transaction.

Inspect the product and accessories, and record the fault reported by the customer.

Inform the customer of the inspection results, warranty/replacement eligibility, and proposed resolution.

Carry out the agreed resolution and update the warranty records.

Return the product to the customer and explain how to contact HAGA for further assistance.

Article 8. Contact Information

HAGA Smartech | 18 Nguyen van huong st, An Khanh ward, HCMC | Website: hagasmartech.com |
Email:support@hagasmartech.com
For sales, product advice, and HAGA transactions: 0925435688.
For feedback, concerns, or complaints: 0922741333.
Hours: Monday – Saturday 7:00 AM – 9:00 PM; Sunday 7:00 AM – 5:30 PM

HAGA is committed to transparency in consultation, technical inspection, and the handling of warranty and replacement requests under the applicable policy.

Clarification on Warranty Service and Customer Support

For new devices, customers may choose one of two warranty service options: (1) bring the invoice and device to an authorized service center in accordance with the manufacturer’s instructions; or (2) contact HAGA for assistance with intake and coordination of the warranty process.

For warranty claims handled through HAGA, free home pickup and delivery are provided. While the customer’s device is being repaired, HAGA may provide a temporary loaner device, subject to availability; the loaner may have lower specifications than the device submitted for warranty service. The loaner’s condition, loan period, and return obligations will be recorded at handover.

WARRANTY AND REPLACEMENT POLICY FOR PRE-OWNED PRODUCTS

Article 1. Scope of Application

This policy applies to pre-owned mobile phones, MacBooks, laptops, computers, iPads, tablets, Apple Watches, AirPods, AirPods Max, Apple Pencils, Magic Mice, and other pre-owned technology devices supplied by HAGA. The product’s cosmetic condition, battery condition, included accessories, disclosed characteristics, and warranty period must be clearly stated at the time of sale.

Article 2. Warranty Period

Warranty Processing Time

The warranty period begins on the date the customer receives the product and is recorded on the invoice or warranty card. For products still covered by the manufacturer’s warranty, HAGA will inform the customer of the remaining manufacturer’s warranty period and any additional warranty coverage provided directly by HAGA, if applicable.

Warranty processing time depends on the operating schedules of the service center and parts suppliers, as well as the availability of replacement parts. Service centers and suppliers are closed on Saturdays, Sundays, and public holidays as prescribed by law.

Actual processing time may vary depending on the device inspection results, replacement-part availability, and the processing schedules of the service center and suppliers. HAGA will proactively update customers on the status and progress of their warranty claims.

Article 3. 30-Day Device Replacement Policy

For pre-owned products, HAGA offers a device replacement policy within 30 days from the date of purchase, subject to the conditions and inspection procedures set out in this policy. HAGA must inspect and determine the fault and the device’s condition in order to select an appropriate resolution.

The fault must be inspected and confirmed to fall within the warranty scope.

HAGA will prioritize repair or replacement with an equivalent product in accordance with the applicable policy and the resolution agreed upon with the customer.

If an equivalent product is unavailable, HAGA will inform the customer of an alternative replacement or other appropriate resolution in line with the commitments made and applicable law.

The replacement product’s condition, identifying information, and applicable warranty period must be fully documented.

Article 4. Product Condition Grades

Excellent condition: Good cosmetic condition, possibly with minor signs of use that have been disclosed.

Scratched condition: Scratches or signs of use documented before sale.

Dented or scratched condition: Dents or cosmetic defects that have been clearly disclosed.

Special condition: Specific technical or cosmetic characteristics described in detail on the invoice or sales receipt.

Cosmetic grading does not replace technical inspection. Disclosed defects accepted by the customer must be distinguished from new technical faults that arise and fall within the warranty scope.

Article 5. Requirements for Warranty or Replacement Requests

The customer must provide purchase information so HAGA can verify the transaction.

HAGA will record the cosmetic condition, identifying information, included accessories, and the fault reported by the customer.

The customer must cooperate with the technical inspection and, when necessary, sign out of iCloud, Google, Samsung, Microsoft, or other accounts used to lock the device.

If the device is account-locked, HAGA will guide the customer through authentication or unlocking using a secure method. An account lock alone does not establish that the product has no hardware defect.

Article 6. Cases Not Covered by Free Warranty Service

Cases that may not qualify for free warranty service include:

Damage caused by drops, breakage, impact, liquid exposure, fire, explosion, or other external factors.

Damage caused by use contrary to instructions, an unsuitable power supply, or technical intervention for which HAGA is not responsible.

Normal wear and tear or performance degradation outside the agreed warranty scope.

Software, accessory, or peripheral-device faults where there is evidence that the cause falls outside the warranty scope.

HAGA will explain the inspection results and the reasons why an item is outside the warranty scope. Any denial is limited to the fault or item not covered by the warranty and does not automatically invalidate warranty coverage for other technical faults.

Article 7. Returns, Buybacks, and Upgrades

If a product has no defect but the customer wishes to exchange it for another device or sell it back, the request may be considered under HAGA’s trade-in or buyback program. The buyback price, any deductions, and any price difference will be disclosed before the customer agrees.

A buyback is a separate transaction and does not constitute an automatic right to a refund. Any mandatory return or exchange rights under the law and commitments already made remain protected.

Article 8. Loaner Device Support During the Warranty Period

While the customer’s device is awaiting warranty service, HAGA may provide a loaner device, subject to availability and the agreed handover conditions. The loaner’s condition, loan period, and return obligations must be recorded.

Article 9. Contact Information

HAGA Smartech | 18 Nguyen Van Huong Street, An Khanh Ward, Ho Chi Minh City | Website: hagasmartech.com | Email: support@hagasmartech.com
For sales, product advice, and HAGA transactions: 0925435688.
For feedback, concerns, or complaints: 0922741333.

HAGA is committed to accurately describing product condition, clearly explaining warranty coverage, and supporting customers throughout their use of the product.

Pickup, Delivery, and Loaner Device Support During Warranty Service

For warranty claims handled through HAGA, the delivery team provides free home pickup and delivery. While the customer’s device is being repaired, HAGA may provide a temporary loaner device, subject to availability; the loaner may have lower specifications than the device submitted for warranty service. The loaner’s condition, loan period, and return obligations will be recorded at handover.

REPAIR SERVICE AND REPLACEMENT PARTS WARRANTY POLICY

Article 1. Service Warranty Principles

HAGA provides warranty coverage for replacement parts and repair work according to the period and scope stated on the invoice or repair slip. The service warranty covers faults within the scope of work performed by HAGA. Unrelated faults will be inspected and assessed separately.

Article 2. Warranty Period by Service Item

(OEM replacement screens are manufactured and distributed by third-party suppliers.)
Warranty processing time:

The warranty period begins on the date the customer receives the product and is recorded on the invoice or warranty card. For products still covered by the manufacturer’s warranty, HAGA will inform the customer of the remaining manufacturer’s warranty period and any additional warranty coverage provided directly by HAGA, if applicable.

Warranty processing time depends on the operating schedules of service centers and parts suppliers, as well as replacement-part availability. Service centers and suppliers are closed on Saturdays, Sundays, and public holidays as prescribed by law.

Pickup, Delivery and Warranty Intake:

The delivery team provides free home pickup and delivery for warranty claims handled by HAGA. HAGA receives requests, advises on warranty periods, inspects the device, and determines whether the fault falls within the warranty scope. HAGA will inform the customer of the proposed resolution and any applicable charges before carrying out chargeable work.

Article 3. Scope of Repair Warranty

During the warranty period, HAGA will receive, inspect, and address faults confirmed to fall within the scope of the covered component or agreed repair item, in accordance with the applicable policy.

Screen, glass, or touch-component replacement: technical faults in the replacement screen/component will be assessed according to the applicable warranty period and conditions.

Battery replacement: faults in the replacement battery will be assessed according to the relevant warranty period and conditions.

Charging-port replacement: faults related to the replacement component or replacement work will be assessed.

Keyboard repair or replacement: assessment is limited to faults in the keyboard item that was repaired or replaced.

Other faults outside the original service item will be inspected. HAGA will inform the customer of the findings and provide a separate quotation before performing any chargeable repair.

Article 4. Customer-Supplied Parts

HAGA does not warrant the quality of parts purchased and supplied by the customer and is not responsible for their quality, origin, or inherent defects. The quality of installation or repair work performed by HAGA is assessed separately according to the agreed scope of work and service commitment. If an unrelated fault arises, HAGA will inspect it and provide a separate quotation before carrying out any chargeable repair.

Article 5. Cases Not Covered by Free Warranty Service

The device is dropped, broken, impacted, bent, or otherwise subjected to physical damage after handover.

The device is exposed to water, other liquids, or chemicals after repair.

A component is damaged by an unsuitable power supply, abnormal temperature, or use contrary to instructions.

The device has been opened, tampered with, or repaired by another service provider, where there is evidence that such intervention is related to the fault for which warranty service is requested.

A newly occurring fault is unrelated to the component or service item repaired by HAGA.

Normal wear and tear or performance degradation falls outside the agreed warranty scope.

Any denial of free warranty service must be based on the actual condition and appropriate technical evidence. HAGA will not automatically reject all warranty coverage merely because the device has previously been repaired or has cosmetic signs unrelated to the fault being reported.

Article 6. Battery Warranty Conditions

Genuine Apple batteries for iPhone, iPad, and MacBook are covered for 90 days under Apple’s policy. Third-party/OEM batteries for mobile phones, tablets, and MacBooks are covered by HAGA for 6 months. Warranty claims are assessed based on battery condition, charging performance, degree of degradation, and any abnormal signs.

Natural capacity degradation and damage caused by impact, fire, explosion, liquid exposure, temperature, or use contrary to instructions will be assessed under the warranty conditions applicable to each battery type. If a battery is swollen, unusually hot, or may pose a safety risk, the customer should stop using the device and contact HAGA for guidance.

Article 7. Cleaning Services, Liquid-Damaged Devices, and Special Service Items

For cleaning, housing replacement, back-glass replacement, hinge repair, or liquid-damage treatment, HAGA will clearly document the scope of work, the device’s condition before repair, and potential technical risks. A liquid-damaged device may continue to develop corrosion or faults in other components after treatment. HAGA does not guarantee restoration of functions outside the agreed scope of work.

Article 8. Service Warranty Procedure

The customer provides a phone number, invoice, or repair slip so HAGA can verify the service item and warranty period.

HAGA inspects the device and records the fault reported by the customer.

The technician determines whether the fault is related to the component or work previously performed.

HAGA informs the customer of the proposed resolution, estimated processing time, and any charges if the fault falls outside the warranty scope.

After completing the work, HAGA tests the relevant functions and returns the device to the customer.

Inspection and processing time depend on the device’s condition, parts availability, and the complexity of the fault. HAGA will proactively notify the customer if the timeline changes.

Article 9. Contact Information

HAGA Smartech | 18 Nguyen Van Huong Street, An Khanh Ward, Ho Chi Minh City | Website: hagasmartech.com | Email: support@hagasmartech.com
For sales, product advice, and HAGA transactions: 0925435688.
For feedback, concerns, or complaints: 0922741333.

HAGA is committed to providing transparent advice, clearly documenting warranty coverage, and taking responsibility for the quality of work in accordance with the agreed commitments.