Terms and conditions for extended warranty for broken screen.

Valid from August 2020

Confidence in your purchase – Everything you need to know

At Xplora, we want to make sure you feel safe when you shop with us. We've compiled the most common questions and answers about our extended warranty – and how it works for Xplora children's watches.

What does the warranty cover?

This warranty is offered in connection with the purchase of an Xplora smartwatch through our webshop or an authorized retailer. It only applies to watches purchased within 14 days of the original purchase date .

The guarantee includes:

The warranty does not apply to watches purchased before this deadline.
If the warranty is to apply to a watch purchased through an authorized dealer, the original receipt must be presented in the event of a warranty claim.
The warranty applies only to it and cannot be transferred to another person unless otherwise agreed in writing with customer service.

Who is covered by the warranty?

The warranty applies to the original purchaser of the Xplora watch and may in some cases be transferred to a new owner upon resale.

Important to note:

It is the customer's responsibility to keep contact information updated.
All communication regarding the warranty will be made via the contact information provided when ordering.

What type of damage does the warranty cover?

The warranty covers damage to the watch screen such as:

Impaired usability – for example, if the touchscreen does not respond or does not function properly.
Malfunction of key functions – if important functions such as calls, GPS or SOS no longer work correctly.
Physical damage caused by improper use – for example, if the screen is cracked or broken due to a fall, impact or other improper handling.

What types of damage are not covered by the warranty?

Intentional damage – damage caused intentionally is not covered.
Damage to parts other than the screen – e.g. damage to the strap or the watch itself.
Normal wear and tear – minor scratches or cosmetic damage that does not affect function or safety.
Water damage – damage caused by water outside the watch's specified tolerance.

How do I know if a damage is covered by the warranty?

If you are unsure whether a particular damage is covered, you are always welcome to contact our customer service. Our experts will assess the type and extent of the damage and inform you whether it is covered.

This advice is particularly useful if you are considering purchasing an extended warranty and want to be sure that your product is fully protected.

How long is the warranty valid?

The warranty is valid for one year from the date you order the watch.

How does the warranty apply?

The warranty covers no matter where in the world the damage occurs . Replacement or repair takes place in Denmark.

How many times can I use the guarantee?

The warranty can be used once during the agreed warranty period. This means that if you submit a warranty claim, one free repair or exchange is included – but further damage to the same product is not covered during the same period.

What does it cost to use the warranty?

There is no deductible . You only pay postage to send the watch to us.

What happens if my watch suffers damage that is covered by the warranty?

If your watch has a screen-related damage that is covered by the warranty:

Contact our customer service and describe the damage.
Send in the watch according to our instructions.
We will repair or replace the watch according to the terms of the warranty.

Extended Warranty in case of a broken screen.

Hello – and thank you for purchasing the Extended Warranty in case of a broken screen. Here you will find information about what is included in the service, we hope you enjoy your new product.

Warranty in case of a broken screen – this is included in the agreement:

New product with equivalent or better specifications
No deductible
No age deduction
Applies worldwide

In case of damage, follow the steps below:

You can register the damage by contacting us via our contact form here .
We will assess the damage. If the damage meets the conditions for the “Extended warranty in case of a broken screen”, you will receive a new XPLORA of the same or newer model.
Your new product will be delivered to you by mail.

SERVICE TERMS for “Extended warranty in case of a broken screen”

Terms apply from 07.11.2020

1. Which product is covered by the agreement?

The service can only be used at the same time as the purchase of the XPLORA phone on our website and/or partners. The warranty only applies to the product indicated on the purchase receipt.

2. Who does the agreement apply to?

The warranty applies to the original purchaser and user of XPLORA, or to another person who subsequently purchased the product. The customer agrees that communication may take place via the contact options permitted by the guarantor by specifying them when the agreement has been signed. It is the customer's responsibility to provide correct contact information.

3. Where does the agreement apply?

The agreement applies worldwide. The compensation is provided in Denmark.

4. When does the agreement apply?

The agreement applies from the date of signing.

5. The agreement includes

The agreement covers broken glass with the exception of intentional damage.

6. Deductible

There is no deductible for damages. The customer is responsible for the postage for returning damaged products.

7. Intention and gross negligence

The XPLORA product must be handled and stored with normal care to prevent damage as far as possible. For example, the product must not be used in situations where the risk of damage is obvious.

8. Compensation provisions – updated 27/10/2022

In the event of damage that is eligible for compensation, compensation will be provided for the repair costs, limited to the product's replacement value at the time of the damage. If the watch cannot be repaired, a replacement will be offered in the form of an identical product or, if such a product cannot be obtained, a product with similar specifications to the damaged product. XPLORA Mobile AS will decide when the product should be repaired or replaced with a new product.

When replacing a new product, the remaining contract period is transferred to the new product. No deductions are made for depreciation due to time and consumption. No cash compensation is offered. From 27/10/2022, the product will be replaced once during the contract period. For those who have purchased an extended warranty before this date, the old contract applies.

Do you need help?

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