Section 1: Scope of Application
These rules are established by Laifen and apply to all Laifen brand products that have exceeded the official warranty period. If the product cannot be used normally due to its own defects, customers may obtain after-sales service and support through the following paid methods.
Applicable markets: US
Section 2: Service Scenario Definitions and Judgment Standards
1. Paid Repair Service
1.1 Judgment Criteria
1) Technical Feasibility: The defect can be resolved through methods such as replacing spare parts or software repair.
2) Customer Preference: The customer explicitly requests to keep the original device and does not accept the replacement.
3) Product Condition: No serious structural damage to the device body; core components can be replaced independently.
1.2 Repair Service Details
1) Quotation Mechanism: Customer service will provide repair quotations at the time of inquiry based on the customer description; the quotation will specify the labor charges and the unit price of each individual part, and repair will only proceed after customer confirms the quote. If actual repair costs exceed the quote, customer consent will be obtained before continuing.
2) Repair Timeline: Typically 5-10 business days from warehouse receipt to shipment. Customers will be notified promptly if special circumstances arise.
3) Warranty Period: The repaired components include a 90-day service warranty starting from the repair completion date.
4) Cost Structure: Labor fees + Parts fees + Round-trip shipping (customer covers both outbound and return shipping fee).
1.3 Situations Where Repair Is Not Recommended and Alternative Solutions
1) Core components such as motherboard or motor are burnt out and cannot be repaired - transfer to Scenario 2 or Scenario 3.
2) Serious body deformation or water damage corrosion - transfer to Scenario 2 or Scenario 3.
3) Products discontinued for more than two years -transfer to Scenario 3 for purchasing the same series or officially designated replacement models.
4) Repair cost exceeds 50% of the product current suggested retail price - transfer to Scenario 2 or Scenario 3.
2. Service Package Refurbished Device Replacement
2.1 Judgment Criteria
1) Technical Assessment: The original device cannot be economically repaired, or the customer is unwilling to wait for the repair timeline.
2) Customer Preference: Customer accepts paying for a refurbished device, seeking a cost-effective solution.
3) Fault Verification: Customer must provide video evidence of device malfunction; orders can only be placed after customer service representative review and approval.
4) Old Device Handling: No return required.
2.2 Service Package Content Details
| Grade Of Service | Product Condition | Accessory Configuration | Warranty Period | Price Standard | Included Rights and Interests |
| Grade A Service Package | Appearance is close to that of a new device, with no obvious signs of use. | Complete accessory set | 6 months | Corresponding pre-discount retail price of new model × 60% | 1 Grade A Refurbished Device + 6-Month Service Warranty |
| Grade B Service Package | Slight cosmetic blemishes, fully functional. | Standard accessory set | 6 months | Corresponding pre-discount retail price of new model × 50% | 1 Grade B Refurbished Device + 6-Month Service Warranty |
3. 30% Off New Device Replacement
3.1 Judgment Criteria
1) Customer Preference: Customer wants a brand new device with complete warranty.
2) Replacement Restrictions: Limited to same product series or officially designated replacement models.
3) Upgrade Policy: Customers may pay the difference to upgrade to a higher specification model.
4) Fault Verification: Customer must provide video evidence of device malfunction; orders can only be placed after customer service representative review and approval.
3.2 30% Off New Device Details
1) Discount: Approximately 30% OFF (i.e., 70% of the current suggested retail price) based on the current suggested retail price of the corresponding new device.
2) Product Condition: Brand new, unopened authentic product with complete accessories.
3) Warranty Period: 24 months standard warranty (starting from the new device shipment date).
4) Purchase Restrictions: Limited to customers whose original device has expired warranty but cannot be used due to product defects.
5) Old Device Handling: No return required.
Section 3: Service Plan Comparison Overview
| Comparison item | Paid Repair Service | Service Package Refurbished Device Replacement | 30% Off New Device Replacement |
| Acquired Product | Original Machine Repair | Refurbished Machine (Grade A/B) | Brand New Machine |
| Price Level | Charged according to actual repair costs | 50-60% of the current recommended retail price | 70% of the current recommended retail price |
| Warranty Period | 90 days (service warranty for repaired parts) | 6 months service warranty | 24 months standard warranty |
| Delivery Time | 5-15 working days | 3-5 working days | 3-5 working days |
| Need to return old device | Yes | No | No |
| Shipping fee responsibility | Customers bear round-trip shipping fees | Includes standard shipping fee | Includes standard shipping fee |
| Fault verification | Warehouse arrival inspection | Video evidence + Customer service review | Video evidence + Customer service review |
| Target Audience | Emotional Value/Slight Malfunction | Cost-Effectiveness Priority | Quality Assurance Priority |
Section 4: Special Circumstance Handling Rules
| Special Circumstances | Handling Rules | Customer Option |
| Additional faults were discovered during maintenance. | Customer service will promptly inform the customer and negotiate additional fees or alternative solutions. | You can choose to continue maintenance, switch to a replacement machine plan, or terminate the service. |
| Refurbished phone inventory is insufficient. | Provide reservation registration, prioritize delivery upon arrival; or provide equivalent substitution. | You can choose to wait, change the level, or select another option. |
| Dissatisfied with the condition of the refurbished device. | Grade A: One exchange is allowed if the quality is not satisfactory; Grade B: Downgraded refund or upgraded with additional payment is available. | Right to exchange, refund, or upgrade |
| New machines at 30% off are out of stock. | Provide reservation registration or recommend equivalent alternative models | You can choose to wait, change the model, or switch to a different service package. |
| Cross-border customers | Service prices do not include international shipping fees, which shall be borne by the customer. | You can choose to accept the postage or decline the service. |
| Customer cancels service | Full refund is available before the service starts; after the service starts, fees will be deducted based on the completed progress. | Option to request a refund or continue service |
Section 5: Legal Rights Protection Statement
The warranty period in these service rules is the commercial service warranty provided by Laifen and does not affect the statutory consumer rights that customers are entitled to under applicable laws. Your legal protection rights (including but not limited to statutory warranty rights) are not affected by these rules.
Section 6: Consultation and Appeal Channels
For any questions or suggestions regarding this rule, please contact: csteam@laifentech.com.
