Product Warranty Policy
the warranty covers recognized defects within the limits and time periods specified below.
| Category | Standard Warranty |
|---|---|
| New phones | 12 months |
| Used phones | 30 days |
| Tablets, computers, gaming and audio products | 30 days by default, unless an individual warranty period is specified |
| Chargers/adapters, cables, power banks, speakers, earbuds/headphones, smartwatches/fitness bands | 14 days |
| Cases, memory/USB cards, controllers, car accessories/mounts and small accessories | 7 days |
| Consumables and installed screen protectors | No warranty, unless expressly stated |
The warranty begins on the date indicated on the receipt or invoiceFor a warranty claim, the customer must provide the original receipt/invoice, warranty document if applicable, matching IMEI/serial number, and the customer’s name and phone number.
SMG PLUQ will first inspect and diagnose the product. The solution will normally follow this order: repair, identical or equivalent replacement, then store credit or refund if the previous solutions are unavailable.The estimated timeframe and availability of the repaired product will be communicated via WhatsApp.
Exclusions: cracked screen or physical damage, liquid/water damage, incorrect charging or electrical damage, unauthorized opening/repair, loss/theft/lost accessories, software modification,
Exclusions: cracked screen or physical damage, liquid/water damage, incorrect charging or electrical damage, unauthorized opening/repair, loss/theft/lost accessories, software modification,
Returns and Exchanges
- An eligible request must be reported within 24 hours of receiving the product.
- Eligible reasons: verified warranty defect, incorrect product supplied, or product substantially different from the agreed description. Finding a lower price elsewhere is not a valid reason.
- The customer must provide proof of purchase, the product with the matching IMEI/serial number, as well as all supplied accessories and packaging. The product must not have any new physical or liquid damage.
- After inspection, the solution may be repair, replacement, store credit, or refund if repair and replacement are not reasonably possible. The customer pays the price difference for a more expensive replacement.
- Non-returnable after opening/use unless defective: earbuds and hygiene-sensitive products, already-installed screen protectors, activated software/codes/subscriptions, customized or specially ordered products, consumables, or sealed accessories.
- SMG PLUQ pays the transportation costs if the wrong product was supplied or a warranty defect is verified. The customer pays when no covered defect is found or for an approved exchange/upgrade. The final decision is based on the inspection.