Warranty Policy
Warranty Policy
The devices come with a 1-year (365 days) manufacturer’s warranty (from the date of purchase).
1. The Warranty Covers equipment failures due to manufacturers fault or failure. For instance: 1) Software defects related to manufacturer fault, 2) Defects in workmanship and materials, 3) Charging malfunction, 4) Audio malfunction, 5) Keypad malfunction, 6) Power on/off malfunction, 7) Volume control malfunction.
2. The Warranty Does Not Cover damage caused by a normal wear and tear or as a result of the product being opened or repaired by someone not authorized by Tsukuru, and does not cover:
1) Physical damage or/and misuse (e.g. cracked / damaged LCD), liquid, moisture damage, proximity or exposure to heat (outside of operational range) and accident, abuse, power surge damage, non-compliance with the instructions supplied with the product, neglect or misapplication.
2) Modifying the surface of the product. For example, gluing, pasting or sticking metal objects on the device.
3) Any Services, Apps, User Contributed Data or Third-Party Material that may accompany or be installed on the product after the date of purchase. Furthermore, it does not cover any alternation of the IMEI number.
4) Using additional gadgets or accessories that are not compatible with your smartphone (e.g. incompatible chargers).
5) Repairs when there are visible attempts that the device was opened and attempted to be repaired by unauthorized person.
3. Repair Process. In order to start the repair process, the client needs to notify us about the defect via email: support@oukitel.co.za and provide the following information:
1) Name, surname (or company name for corporate clients)
2) Contact details such as telephone number and email
3) Detailed description of the issue / fault experienced
4) Model number (e.g. Oukitel WP5)
5) IMEI1, IMEI2 of the device (dial *#06# or check at the back of the box)
6) Date and proof of purchase (e.g. invoice or order confirmation)
Repairs usually take 3-5 business days from the date we receive a phone from you. Under exceptional circumstances the repair process might take longer if spare parts are unavailable, we are unable to contact you regarding additional information or when product requires additional testing or inspection.
4. Out-of-warranty support. If the initially stated equipment failure in the “Repair Order Form” is not right and the technicians deem the equipment is damaged due to human intervention, lighting, electrical surges, water damage or any above stated situations which are not covered by a manufacturer’s warranty, we will contact the client with a quotation before completing the repairs of the device including replacement parts, travel and labor costs.
5. IMEIs. When requesting a repair, the IMEI number on the device must match the IMEI number that is recorded in the delivery note and other purchase documentation.
6. Locking patterns. The client must ensure they remove any locking patterns and/or Google Smart Lock/Android Activation Lock (if any) before submitting the device for repairs.
7. Back-up. The client must ensure they take a backup of all personal data before returning device back to us. Unfortunately, your data can be lost / damaged during repair process, so backup is highly recommended. Oukitel South Africa and Tsukuru (Pty) Ltd will not be held liable for any loss of personal data or information.