Warranty

Product Warranty

Warranty / Service - Pick up & Return

By using this website, you agree to these terms of use. Accessing and using the website. www.https://hipi.ro/en/ You are subject to the following terms of use and all applicable laws. By visiting and using this website, you automatically accept the terms and conditions below. In the case of corporate clients, the terms and conditions below will serve as the contract with which you have agreed by using this site.
email: service@hipi.ro

Details and conditions of the Standard Warranty

ATTENTION! Phones sent for warranty must not contain personal data or be locked. Otherwise, the phone will be returned to the customer for proper sending.

1. CompleteSERVICE FORM and we will contact you within a maximum of 72 working hours;
2. The defective product can come into our possession.
a. By courier - in this case, based on your request, a courier will pick up the defective product within a maximum of 72 working hours; (In case the courier does not come to pick up the package, it is very important to contact us or send it yourself to the address on the invoice), The courier does not make pickups on Saturdays and Sundays and on legal holidays.
b. By shipping - in this case, please make sure to provide the necessary details in the packageAt the time of shipping, please take care of:
- Please attach a copy of the service entry request.
- The mandatory attachment of the invoice (copy or original) and we recommend attaching the product warranty certificate (original).
3. The return of the product after repair will be done by courier.
Before sending the product, please make sure that a label containing the following information is applied on the package:

Sender: First Name Last Name
Address: Street Name, Street Number, City, County, phone number
If the product is no longer under warranty and you agree to have it repaired at a cost, the repair time can take up to 90 days depending on the workload in the service center and whether the spare part is in stock or needs to be ordered.
Your warranty certificate can be downloaded from the following link: here

The Pick-Up & Return service provides:

a. taking over the defective product within a maximum of 72 business hours from the notification;

b. delivery of the product to us within a maximum of 72 business hours;

c. informing about the product during the time it is with us

d. returning the product after its repair or replacement.

The Pick-Up & Return service does not provide:

a. products that do not benefit from the warranty offered by https://hipi.ro/en/

b. transportation fees in case of cancellation of purchase;

c. products for which the warranty period has expired;

d. products for which the reported defect does not manifest;

e. products that do not meet the warranty conditions.

WE DO NOT WORK WITH ROMANIAN POST

In the cases described in points d-e above, the transportation fee for returning the product/products, both the outbound and the return, are charged to the customer's account, with cash on delivery payment.
We are not responsible for the failure of the courier to pick up the package in a timely manner, as they are a third-party company. The pick-up order is automatically placed after the request for service entry. If the courier does not show up at the specified address, please contact us or deliver the package with the defective product to the courier company, providing them with the pick-up number at your email address (transportation fees are covered by us, with the exception of points d-e).
Also, https://hipi.ro/en/ reserves the right not to respond to:

a. the duration and condition of products delivered by other courier companies;

b. products shipped without a completed service entry request beforehand;

c. products damaged during transportation as a result of improper packaging.

This form is only for products under warranty; in other cases, please contact the email address service@hipi.ro.

After completing the form, you will be contacted by phone or email, and after confirmation, we will send a courier to pick up the product from the address provided by you to be sent to the service unit.

Please read the warranty information carefully before completing the form.

 
WE DO NOT ACCEPT RESPONSIBILITY FOR FAULTY PACKAGING BY THE CUSTOMER WHEN RETURNING A PRODUCT UNDER WARRANTY OR FOR A REFUND.Any product that enters our service unit will undergo mandatory cleaning, sterilization, factory reset, and software update (where possible). This applies to products under warranty or out of warranty.

WARRANTY INFORMATION

Before starting the appliance, please consider:

The user manual is provided to guide the user on the functionality of the device. It is not a certificate of technology. Some functions may vary due to modifications, software changes, or printing errors.

Safety measures

For the correct use of the product, please carefully read the instructions before using it.
• Please only use the battery and charger provided by our company. If you use other non-compliant products, you may encounter various issues such as product overheating.
• In order to benefit from long-lasting usage and maximum battery capacity, please charge the battery for 8-12 hours before first use.
• Do not throw the product or battery into fire, as there is a risk of explosion.
• The product's usage time is directly related to environmental conditions. At extreme temperatures, the product's operating time will be shorter, as the battery will discharge faster.
• The recommended temperature for using the device is 5-35°C. If used outside this range, you may experience issues with the functionality of the screen and touchscreen, signal reception, or other anomalies. The battery may not operate normally, discharging more quickly, and the phone may shut down even if it shows 40%.%60%80% loaded .
• Do not use the product in very low or very high temperatures, or in damp or dusty environments. Also, do not leave the product in direct sunlight.
• Do not hit the product and avoid strong shocks.
• If you have spilled water or any other liquid on the surface of the product, you will need to stop it immediately and wipe it with a soft cloth.
• Do not touch the charger, power cable, or outlet with wet hands. This can lead to an electric shock.
• Do not disassemble the product or accessories and do not attempt to repair the product. Disassembling the product will result in the loss of warranty.
Warranty for auto mirrors, dedicated GPS devices, media players, car amplifiers, car subwoofers, or car cameras that require wire connections, connectors, or reverse cameras (ANY OTHER METHOD BESIDES CONNECTING TO THE CAR LIGHTER SOCKET).
Attention: in order to benefit from the warranty, it is necessary to have the product installed at a service center with an authorized auto electrician. As proof of installation, the fiscal receipt from the date of installation is required.
Any unit with an authorized auto electrician is accepted.
 
In order to provide service for your product, please fill out that form and we will contact you as soon as possible.
Attention: *the warranty for spare parts is 90 days and is valid only if they are installed in an authorized service. For warranty, an installation estimate and a fiscal receipt from the installation date are required.
*In case of returning products or sending them for service, we are not responsible for forgotten or lost SIM cards and SD cards left in the devices.

 

Warranty period: 

The warranty for new sealed products is 24 months - INDIVIDUALS

The warranty for new sealed products is 12 months* for LEGAL ENTITIES.

The warranty for accessories such as batteries, headphones, cables, chargers, etc. is 6 months.

The warranty for gadgets is 12 months.
 

The warranty for refurbished or repackaged products differs from new ones and is specified for each product individually (usually it is for 12 months and for related accessories (unless otherwise specified).

The warranty for second-hand products and those sold on consignment is 12 months, including the related accessories.

The spare parts warranty is 90 days (the spare parts warranty is 90 days and is only valid if they are installed in an authorized service center. A cost estimate for the installation and a receipt from the installation date are required for warranty claims.)

The warranty for the Bluetooth headphones and portable speakers is 24 months.

The warranty for backpacks and bags is 12 months - this warranty does not cover torn material, broken or forced zippers.

The warranty for replacement bands on smartwatches, fitness bracelets, etc. is 30 days.

The warranty for protective film accessories is 30 days if they have been correctly installed (according to the installation instructions) and in a specialized center (proof of installation is provided by a fiscal receipt or invoice). Incorrect adhesion (not centered in the middle) may lead to its detachment (this aspect is not covered by the warranty).

Warranty period for electric scooters and bicycles: 24 months for individuals, 12 months for legal entities - this warranty period applies to all components except consumables.

Consumables: Battery with 6 months warranty
Brake pads warranty for 400km or 24 months.
Rubber and inner tube guaranteed for 24 months or a maximum of 400 km (does not apply in case of puncture, broken wire, bent, hit, cracked).
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Before using the electric bicycle, you are required to go to an authorized bicycle service center for the adjustments necessary to put the product into operation. !!!Attention: The product does not have the necessary adjustments for its safe use. !!!Attention: Without proof of setup by an authorized service (receipt and stamp on the warranty certificate in the package), the warranty is void. Warranty is not granted in the following cases: defects caused by improper use, installation/activation by an unauthorized person, improper maintenance, impacts, cracks, bearings broken from use on rough or potholed roads, jumping off curbs, etc., improper assembly.

WARNING! The autonomy of electric scooters and bicycles is tested in closed spaces, with a weight of
65-70 kg (person's weight) 1.75m), constant speed of 20-25 km/h or eco mode, external temperature 20-25 degrees,
Wind speed below 15 km/h and horizontal plane straight (without slope).

Keep the battery level above 10%.

If you are not using the electric scooter for an extended period of time, such as during the cold season, it is recommended and even necessary to charge the battery every 3 months to prevent it from fully discharging.
Attention: for electric bicycles and scooters, in the first few kilometers, please use the brake carefully, as the new brake pads need to be worn in.Just like a car, electric scooters and bicycles also need periodic maintenance. For the perfect functioning of the scooter, a total maintenance is required every 500km – 1000km of use. The mechanical maintenance does not include the costs for replacing parts that are not covered by the warranty. Maintenance and revisions are detailed in the user manual.
What does maintenance include?

Checking the screws, especially in the folding system.

Check brakes, discs, pads, and air bleeding (hydraulics)

Bearing inspection

Tire condition

Complete verification of all components and replacement if necessary.

Cleaning / Washing and Dusting

other adjustments..

The products comply with the conformity statements No. 1-5 /2000.H.G. 168/1997) and are granted a guarantee in accordance with: O.G. no. 21/1992, O.G. 34/2014, and O.U.GNo. 140/2021
*The batteries of phones, tablets, Bluetooth headsets, or other gadgets are consumables and have a 12-month warranty, or a limited number of charges available in the device's technical specifications.
 
Attention, software updates are not covered by the warranty, meaning that if you ask us to perform an update, you will have to pay for the update operation at the service center.
 

The following situations are not covered by the warranty:

The decrease in the performance of consumable items, such as batteries, over the period of use except in cases where the defect occurred due to the materials used, manufacturing defects, or the quality of execution.

Defects of any kind that occur as a result of installing or using software programs that were not delivered by the manufacturer.

Defects of any kind that occur as a result of normal wear and tear from using the products under normal conditions.

The breaking of watch straps and bracelets is not covered by the warranty.

It does not apply to software or other equipment owned by third parties.

Cleaning the products that have dirt, iron shavings, liquids in the area of the speakers, headphones, sound holes, charging, etc.

Sanitization, cleaning, or replacement of the affected parts, as the case may be, is done at an additional cost.

Flat tire, cut rubber, punctured inner tube, bent wheel, damaged, etc.

New, second-hand, or refurbished products are subject to the same terms of use and activation.
The warranty does not cover cases where some applications no longer work after the developer's update. (YouTube, Facebook, Netflix, WhatsApp, etc.)
Products marked in the Anti-shock, Water-resistant, or Dust-resistant category are subject to the same terms and conditions. These products benefit from additional properties and functionalities that can provide increased protection in case of accidents compared to common-use equipment, however, they are not indestructible.
The following situations are not covered by the warranty for waterproof models:
* water entering through the charging port or other slots where the rubber sealing cap has not been properly closed, or the screws from the SIM slot (where applicable) have not been tightened
* saltwater, thermal water (sea, ocean, etc) - saltwater or thermal water can damage the gaskets, buttons, contacts, etc.
Water jet
* swimming pool with chlorine or other chemical substances
* hot water
We do not take responsibility for defects that occur later or during service procedures on products that have come into contact with liquids or show signs of mechanical shock.

Situations that lead to the expiration of the product warranty:

ATTENTION! Phones sent for service must not contain personal data or be locked. Otherwise, the phone will be returned to the customer for proper sending!
The products that come to our service must not be logged into an iCloud, Mi, Gmail, etc account, or have any active password or fingerprint, otherwise they will be returned to the owner. Breaking passwords, security accounts is strictly prohibited.
Failure to comply with the handling, transportation, storage, installation, commissioning, operation, and maintenance conditions provided for in the terms that contradict the technical standards in Romania: ·
The acquisition documents are not provided (invoice), have been damaged/altered, or are unreadable.
- The device shows damage caused by mechanical accidents, impacts, shocks, cracks, chips, burnt or cracked components/parts, liquid ingress, super glue and other substances, exposure to fire, misuse or negligence, changes in the device's condition, storage in improper conditions - repeated operation in conditions of large temperature differences causing the "condensation" phenomenon internally, excessive exposure to moisture or sunlight, damage to the antenna or protective covers, or negligence in use.
- The device has its display or touchscreen cracked
- The product was used with other accessories outside those recommended by the manufacturer (a different battery than the one recommended by the manufacturer, a different wall charger than the original one, which may provide different power voltages than the nominal one specified in the user manual, car chargers, hands-free devices).
· The seal applied by the seller or manufacturer has been damaged, removed, or replaced;
.The product has the SIM or memory card reader broken, forced, or bent pins. The product has the charging port, the SIM slot, or the external memory slot (micro SD, SD, or other types of cards) broken, pulled out, with play.
· Software interventions or repairs carried out by unauthorized individuals or units other than those specified in this certificate;
. Unauthorized rooting leads to the loss of warranty.
.Spare parts such as replacement belts or watch/bracelet straps are broken.
Attention, if the product has been wet, it is mandatory to wipe it immediately and it is forbidden to charge it until the product is completely dry. Otherwise, the product may suffer irreparable damage/defects. The product in question is no longer covered by warranty.
In case the defect is not covered by warranty or the reported issue is not confirmed, our company will ask for the refund of any shipping fees paid by us when returning the product.
Products that are out of warranty or do not meet the general terms and conditions of the warranty are not covered by the legal term of 15 days for resolution, the resolution period being a minimum of 30 days and a maximum of 120 days from the date of receipt at the service center.
Products uncollected from the service unit within 60 days of the completion of operations will be declared abandoned and handed over to collection centers.

What do the terms mechanical sock, mechanical action, and contact with liquids signify?

cracked screen, shattered, glass cracked,

product dropped on the floor, signs of impact, placement on it, pressure on it.

glass, screen with a deep scratch, defect resulting from contact with various hard or sharp objects.

bent, cracked, broken casing

Traces of liquid inside, even if the phone is water-resistant (IP67, IP68, etc.), some conditions are not respected, such as: keeping the product underwater for a long time, pressing the buttons while in contact with liquids, contact with aggressive liquids: chlorine, salt, or other substances that may be in the water.

If a product presents defects caused by rough handling (bending, contact with sharp objects, dropping, etc.) or defects and damages caused by incorrect use of the product, any product with liquids inside is not covered by the warranty, and cannot be repaired or replaced without costs.
We are not responsible for any data lost from the phone during hardware or software repair procedures.
We do not take responsibility if the protective film presents small scratches or peels off from the display or back cover during the service procedure; we cannot protect the film, only the screen and the actual case.
If you have software problems, please access the technical support and download section or contact service@.https://hipi.ro/en/.
If a product with a valid warranty of 12 or 24 months cannot be repaired within the legal maximum period of 15 calendar days (this period may vary if we are in legal holidays or if courier companies do not work for various reasons such as weather conditions), it will be replaced with another similar product if it is in stock or with one with similar specifications. In case there is a price difference, it will be discussed with the respective customer, and the shipment of the package will be made following their written agreement.
If none of the above options can be met, a refund will be issued to the client.
The warranty resolution period of 15 days may only differ with the written consent of the claimant.
The service acceptance report is done based on the AWB with the date written on the transport document upon receipt at the service unit.
The phone's operating time depends drastically on how the device is used as follows: a. 1 minute of conversation, GPRS access, WI-FI, IRDA or BLUETOOTH reduces standby time by 30-90 minutes; b. 1 minute of screen light (typing, games, organizer) or external memory access - MMC, SD, etc. reduces standby time by 60 minutes; c. 1 minute of network search reduces standby time by 5-10 minutes.
The repair time for products outside of warranty or no longer covered by warranty can last between 30 and 120 days (depending on whether the necessary part is in stock or needs to be imported, if the product is sent to the manufacturer (China or Hong Kong), the repair time can go up to 9 months. If the customer does not agree with these terms, the product will be returned to them.
IMPORTANT: The LCD/LED screens of the electronic products sold by us comply with ISO 13406-2 Class II standards. All laptop/tablet manufacturers use Class II, which generally means a Quality Screen = a screen with a maximum of 3 clustered defective pixels and 5 scattered ones (depending on each manufacturer's specific interpretations these values may vary). This means that your product cannot be returned or exchanged because it has 1 or 2 dead pixels.
All producers adhere to the ISO 13402-2 standard, meaning that an LCD screen is covered by the warranty if the number of pixels reported in relation to the screen resolution exceeds a certain threshold.
The table below shows the number of defective pixels accepted per million pixels (according to ISO 13406-2 standard):
 

 
The table below shows the number of defective sub-pixels accepted per one million pixels (according to the ISO 13406-2 standard):
 

 
IMPORTANT 2: On some tablets, usually the very thin ones or those with a capacitive screen, the display may "fluctuate" more or less when you press on the back of the screen. This fluctuation is NOT considered a technical issue, as it is implicitly caused by the construction of the tablet PC. If this bothers you, you can return the product within the 10 days provided by law for returns. Another issue sometimes encountered with A10 chipset tablets that is NOT considered a technical problem is the poor performance of the touchscreen when the tablet is charging. In this situation as well, please return the product within the first 10 days if you are not satisfied with it.
IMPORTANT 3: Dual SIM phones may have a signal reception that is 2-5% lower than single SIM phones, especially in the 3G Digi Mobil network. To avoid this, those using the Digi Mobil network are recommended to choose models compatible with the 3G 900 MHz frequency. Due to the agreement between Digi Mobil and Vodafone, when the Digi Mobil signal on 2100 MHz drops below a minimum threshold, the phone automatically switches to national roaming on the Vodafone 900 MHz network.
Important 4: Software updates are not covered by the warranty and must be paid for. If you update the product on your own and it becomes defective, the warranty does not cover the repair.
WE ARE NOT RESPONSIBLE IF THE COURIER DID NOT PICK UP YOUR PACKAGE FOR ANY REASON. TO BENEFIT FROM WARRANTY, IT IS NECESSARY TO MAKE SURE THAT THE DEFECTIVE PRODUCT REACHES US.
The average duration of use is 2 years.
The meaning of the IP and WR codes for phones and smart watches: 
  

The levels of resistance to penetration by solid objects, small objects, and dust (the first digit after IP).

1: Without protection

2: protection against objects larger than 50 cubic mm

3: protection against objects larger than 12.5 mm cubic

4: protection against objects larger than 2.5 mm in size

5: dust protection (dust can only penetrate in extremely small quantities and does not affect the device's functionality)

6: total protection against dust

(The second number) Levels of resistance to liquid penetration (clean water, without chlorine, salt, acid, juices, etc.)

1: - the object is protected against water drops

2: - the object is protected against water droplets falling at a 15-degree angle

3: - the object is protected against water spraying up to a maximum angle of 60 degrees

4: - the object is protected against water spraying from any angle

5: - the object is protected against water sprays by a 6.3 mm nozzle at a flow rate of 12.5 liters per minute, for 3 minutes, from a distance of 3 meters.

6: - the object is protected against water jets through a 12.5 mm nozzle at a flow rate of 100 liters per minute, for 3 minutes, from a distance of 3 m

6k: - the object is protected against water spray jets by a 6.3 mm nozzle at a flow rate of 75 liters per minute, for 3 minutes, from a distance of 3 m (water pressure from a hydrant)

7: - the object is protected against submersion in water up to 1 m depth for a maximum of 30 minutes

8: - the object is protected against submersion in water at a depth of more than 1 meter (exact data may vary depending on the manufacturer)

9X: - the object is protected against high-pressure water jets, high temperature, and high flow rate (such a water jet can be fatal to humans).

Additional letters

Letters can be added to provide additional information about the protection offered by the device:

f: oil resistant

H: high voltage device

M: moving device during the water test

S: stationary device during the water test

W: environmental conditions

The meaning of the WR indicator: