Limited Warranty & After-Sales Service Policy

General Provisions

1. This Policy applies to Eilik, Eiliko, and all related products and is exclusively applicable to individual retail consumers who purchase products through official or authorized channels.
2. This Limited Warranty is voluntarily provided by the Brand and does not replace, limit, or override any rights or remedies available to consumers under applicable local laws and regulations. Where applicable statutory consumer rights provide greater protection than this Policy, those rights shall prevail.
3. Any additional verbal or written commitments made by third-party distributors or resellers that conflict with this Policy shall not be binding on the Brand. The Brand shall not be responsible for unauthorized representations, warranties, or commitments made by third parties.
4. Business-to-Business (B2B) purchases, including bulk commercial procurement, corporate gifts, and commercial partnerships, are excluded from this retail policy. After-sales terms for B2B orders shall be governed by the applicable agreement or purchase contract between the parties.

Warranty Period & Warranty Reset

1. Main Device Warranty: All main devices are covered by a 6-month limited warranty, effective from the date of confirmed receipt by the customer.
2. Charging cables and other included accessories: 30-day limited warranty from the date of confirmed receipt by the customer.
3. Warranty Reset Following Service: If an original manufacturing defect is confirmed through official inspection during the warranty period, the Brand will provide a free repair or replacement. Following completion of the repair or replacement, a new 6-month warranty period will begin from the date the repaired or replacement device is confirmed receipt by the customer.
4. Out-of-Warranty (OOW) Service: For devices beyond the warranty period, service is limited exclusively to paid full-unit repair or paid full-unit replacement. Component-level replacements are not provided, and individual spare parts are not sold separately.

Warranty Coverage

Free warranty service applies to hardware functional failures, including failures involving the mainboard, display, sensors, or main control module, caused by defects in original materials or workmanship, provided that the device has been used normally and properly and has not been subject to external physical damage, liquid ingress, or unauthorized modification.

Warranty Exclusions

Devices exhibiting any of the following circumstances are excluded from free warranty coverage and may only be eligible for paid full-unit repair:

1. The main device identification label is worn, altered, or damaged beyond legibility; Verification may only be supplemented by the intact QR code on the original packaging; no valid proof of product identity; the product’s origin cannot be verified; or the product was purchased through an unauthorized channel.
2. Hardware damage resulting from dropping, impact, crushing, bending, or any other external force.
3. Device failure caused by liquid ingress, moisture, dust accumulation, extreme heat or cold, or exposure to harsh operating environments.
4. Damage resulting from unauthorized disassembly, hardware modification, broken security seals, flashing non-official firmware, system jailbreaking, or use of non-original chargers and third-party accessories.
5. Surface scratches, paint loss, normal wear and tear, wear to lanyards or clips, and normal lithium-ion battery capacity degradation are considered normal wear and tear and do not constitute manufacturing defects.
6. Damage caused by abnormal voltage supply, natural disasters, accidents, or other force majeure events.

Unified Global Return & Exchange Policy

All products across all global regions are subject to a 14-day return and exchange policy, starting from the date of confirmed receipt by the customer.

1. Eligibility Requirements: Returned items must retain original packaging intact; all included accessories present; and show no signs of liquid ingress, drop damage, disassembly, or functional failure.
2. If the returned device shows clear signs of cosmetic wear, stains, or aging, it may be subject to a depreciation fee or refusal of return at the Brand's discretion.
3. For buyer’s remorse return or exchange, all return shipping costs shall be borne solely by the customer.
4. Software issues and connectivity problems will generally be addressed through OTA updates or official self-service troubleshooting where possible, without requiring the device to be returned.

User Data & Privacy Disclaimer for Pre-/After-Service

Eilik/Eiliko devices store personalized user data, including chat logs, long-term memory, personality traits, interaction history, couple ID pairing levels, language preferences, and local personalized settings. This data is uniquely associated with the specific hardware device and cannot be exported, backed up, transferred, or migrated to another device.

Users must independently unbind their account and review all personal data before sending a device for repair or replacement. Following hardware repair or full-unit replacement, all personalized data, bond relationships, and local settings stored on the original device will be permanently and irreversibly erased. The Brand provides no data retention, export, migration, or recovery service and disclaims all liability for any data loss arising from repair or replacement.

After-sales personnel will only perform hardware diagnostics and repair work and will not intentionally access, read, or retain users’ personal information or interaction data.

Shipping Costs & Component Ownership

1. In-Warranty Quality Defects: The Brand covers standard round-trip shipping costs. The user shall bear any price difference for expedited shipping or shipping insurance. Risk of loss or damage during transit remains with the sender.
2. No-Reason Returns: All return logistics costs shall be borne solely by the user.
3. Out-of-Warranty (OOW) Service: All round-trip shipping fees, diagnostic fees, and repair costs shall be borne by the user.
4. Ownership of any defective components or replaced parts removed during service will transfer to the Brand, and such parts will not be returned to the customer.

Service Turnaround & Appeal Mechanism

1. Upon receipt of a device submitted for service, the Brand will complete inspection, assessment, repair, or replacement within 15 business days, subject to force majeure events.
2. Warranty eligibility and defect classification will be determined based on the Brand’s official technical inspection results.
3. Users who dispute a service determination may submit a formal appeal through official channels. Appeals are reviewed independently by a designated escalation team, and the outcome of the internal review will constitute the final determination.

Safety Recall Policy

If the Brand identifies a batch-level manufacturing defect, safety risk, or compliance concern, an official product recall program will be initiated. Recall services are exempt from standard warranty duration limits. Public notice of the affected batches will be announced through the official website and other official channels, and eligible devices will receive free inspection, repair, or replacement, as applicable.

Effective Date & Policy Updates

1. This Policy constitutes the unified official after-sales standard for all product lines. This Policy supersedes all previous versions of the Brand’s Warranty and After-Sales Service Policy as of its effective date.
2. Updated policy terms shall apply to orders placed after the date of revision. Orders placed before the effective date of an update will remain subject to the policy in effect at the time of purchase.