Warranty / maintenance policy

Warranty Policy at HAGA Smartech

Warranty period starts from the date the customer receives the product from HAGA, as stated on the invoice accompanying the product.

HAGA Warranty Center

• Address: 18 Nguyen Van Huong, An Khanh Ward (former Thao Dien), Ho Chi Minh City

• Hotline: 0925 435 688 – 0922 741 333

• Operating hours: Mon – Sat: 10:00 – 20:00

Article 1: Warranty Principles

HAGA’s warranty policy is a legal agreement between HAGA and the customer, ensuring the rights of both parties.

Article 2: Warranty Period

1. Official products distributed by authorized distributors in Vietnam: warranty is based on the activation date, clearly stated on the invoice.

2. Components and accessories: warranty ranges from 3 to 24 months, depending on the product, noted on the invoice.

3. Computers and monitors: warranty counted from the purchase date at HAGA, as shown on the invoice.

4. Retail or HAGA-distributed products: warranty from 3 to 12 months:

   • 7-day warranty: any hardware defect within 7 days will be replaced immediately.

   • 12-month warranty: covers both hardware and software.

Article 3: Required Documentation

HAGA will not provide warranty if the customer cannot provide proof of purchase: invoice, registered phone number for online warranty, or cannot demonstrate the defect according to HAGA and supplier regulations.

Article 4: Personal Data

HAGA is not responsible for any loss of personal data during the warranty process. Customers should back up all data before submitting products for warranty.

Article 5: Warranty Processing Time

• Devices: 1 – 4 weeks

• Accessories or separate products: 3 – 20 days
  If the warranty exceeds the agreed time, please contact Hotline: 092 543 5688 – 0922 741 333 for support.

Article 6: Warranty Procedure

• Hardware defects: repair or replacement of faulty components is free.

• Software issues: HAGA will reinstall the original software or wait for manufacturer updates.

• Exchange of products: exchange for equivalent condition, not guaranteed 100% new; depends on the supplier.

• If a product is outdated or unavailable, it will be exchanged based on purchase value or refunded in cash.

Article 7: Inspection and Handling Process

When submitting a product to HAGA, the customer agrees that HAGA has the right to:

• Test the product for 24 – 72 hours or as required by the manufacturer.

• Erase personal data and reinstall the original software.

• Restore and install official or unofficial software.

• Delete data to check if the issue is data-related.

• Upgrade software to fix unidentified errors.

After inspection, HAGA will notify the results and estimated processing time. HAGA is not responsible for returning the product to its original condition due to technical limitations.

Article 8: Undefined or Unclear Defects

• Products will be held 24 – 72 hours for testing, or as required by the manufacturer.

• Processed according to Article 7.

Article 9: Special Cases

• Supplier’s decision is final for warranty cases.

• HAGA may limit responsibility to external inspection; the product may be sent to the supplier for warranty.

• HAGA supports customers dealing directly with the supplier if necessary.

• HAGA covers shipping costs for warranty products from distant locations; customers do not pay shipping fees.

Article 10: Cases Not Covered by Warranty

1. Devices with active iCloud accounts or no proof of manufacturer defect.

2. Damage caused by decals, adhesive, impact, heat, water, chemicals, natural disasters, drops, dents, or deformation.

3. Customer tampering: opening, broken warranty seal, lost or altered warranty card.

4. Jailbreak, Root, hack, firmware modification, or improper software installation.

5. Screen defects: cracks, dead pixels, streaks, ink leaks, bending.

6. Issues not officially recognized as defects by the manufacturer.

7. Accessories: CD, adapter, cable, earphones, extra batteries, promotional gifts.

Note: HAGA only honors warranty if the defect is officially recognized by the manufacturer. Customer perceptions, comparisons with other products, or unverified software issues are not covered.

• For software errors during use, customers must agree to wait for manufacturer-provided software updates.

• Dead pixel thresholds: 3 bright or 6 dark pixels, 2 adjacent pixels, or 3 pixels within 15mm diameter.

• Cracked or broken screens due to falls or impacts are not covered.

• Software or power issues caused by improper installation, firmware modification, or unauthorized software are not covered.

• Liquid or water damage, burns, or chip explosions are not covered.

HAGA’s Solution for Common Issues

• Issues caused by accidental or intentional misuse are evaluated based on manufacturer guidelines, official forums, or authorized service centers.

• HAGA may offer paid repair services for software or IC FLASH replacement if the system is damaged.