1-Year Warranty Claims for Quality-Related Issues
All quality-related defects on items sold directly by KEYi Tech or KEYi Tech's authorized resellers are covered by 1-Year warranty, starting from the date of delivery.
KEYi Tech's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country theywere originally bought in or shipped to directly from an authorized online purchase.
Shipping costs must be covered by buyer in the following situations:
Returning products for any reason other than a proven defect
Warranty claims on items taken outside the original country of purchase
Buyer’s accidental returns
Returning personal items
Returning items claimed to have defects but found by KEYi Tech quality control to be in working condition
Returning defective items in international shipping
Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Not Covered Under Warranty:
Products without sufficient proof of purchase
Lost or stolen products
Items that have expired their warranty period
Non quality-related issues (after 30 days of receiving the item)
Free products
Repairs through 3rd parties
Damage from outside sources
Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
Purchases from unauthorized resellers
Disassembled the Loona robot by yourself
For quality-related warranty claims
1. After receiving your return and inspecting the condition of your item, which is or is not repairable.
2. For repairable products, we will give priority to solving product quality problems through repairing.
3. For non-repairable products, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent.
Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.
KEYi Tech is not liable for:
Loss of data incurred from use of KEYi Tech products
Returning personal items sent to KEYi Tech
When returning items with a prepaid shipping label provided by KEYi Tech, KEYi Tech takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. KEYi Tech does not provide refunds for items damaged in transit for non-quality related warranty claims.
Process a Warranty
If your product turns out to have a defect during its warranty period, please contact us and let us know what we can do to help you. It may save your time to first troubleshoot issues by going to our Help Center page or looking at Instruction Manuals before filing a warranty claim.
Within 14 business days after you send the product back to us, we will process the inspection and draw conclusions of product defect, then we take corresponding maintenance or replacement service. The maintenance or replacement service will take about 5-7 business days, after which the product will be packaged and shipped.
Buyer must provide sufficient proof of purchase
KEYi Tech must document what happens when buyers troubleshoot the product
The defective item’s serial number and/or visible proof depicting the defect are required
It may be necessary to return an item for quality inspection
For defective items that KEYi Tech needs to have returned, warranties on those replacements are voided if the wrong item is returned toKEYi Tech or if the defective item is not returned.
Valid proof of purchase
Order number from online purchases made through KEYi Tech or KEYi Robot.
Sales invoice
Dated sales receipt from an authorized KEYi Tech reseller that shows a description of the product along with its price
Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).
Warranty Information Tips
Order ID: You can find this in the order history of the account the purchase was made through.
Model Number: You can find the model number information on the nameplate underneath the Loona arm. Example: KY004LN01
SN: You can check the Loona S/N number on the back of the Loona colour box, or in the Loona App - Setting - Loona after connecting your phone to the Loona. Example: M004/KYXXXXXXXXXXXX
Re-packaging requirement (important):download