WARRANTY POLICY

At Nixova, we deliver high-quality products and ensure your satisfaction. Below are the terms and conditions for our warranty and after-sales policy. Please review them carefully. For returns and refunds, check our Return and Refund Policy for complete details.

1. Nixova Warranty and After-Sales Policy

• Genuine Products & Warranty:

Nixova guarantees that all devices purchased through authorized channels are 100% genuine in addition to an official 1-year warranty starting from the date of purchase.

• Warranty Coverage:

The warranty covers the main device only and excludes accessories such as charging cables, remote controls, cases, plugs, or similar items.

2. Warranty Conditions:

• Reporting Issues Upon Receipt:
  • Customers must report any physical problems with the device (e.g., hardware failure, screen cracks, dents, or casing damage) within 24 hours of delivery by emailing support@nixova.com for free return and replacement services.
  • Required Evidence: Customer must provide clear photographs and videos taken before and during unpacking.
  • Note: Returns or replacement may be denied if the required documentation is not provided, or the customer does not comply during the process.
• Shipping Damage:
  • In cases of damage during shipping (e.g., damaged packaging or product), customers must follow below steps to claim free return and replacement services.

Take Clear Evidence:

Immediately take clear photos and videos of the damaged packaging in addition to the product before and during unpacking.

• Reporting the Damage:
  • File a Claim with the Courier: (For courier-related issues, you should file a claim directly with the courier service.)
    1. Moreover, Report the issue immediately to the local courier service using the evidence (photos/videos).
    2. Follow their process to initiate a claim.
    3. Additionally, Keep a copy of the claim reference number for your records.

Notify Nixova Support:

Email support@nixova.com with:

• A detailed description of the shipping damage.
• Proof of purchase (e.g., order number, store link).
• Supporting evidence (photos/videos) or video calls.
• The courier claim reference number.

Our team will provide the necessary information for your claim and will also guide you through the next steps.

• Important Note:

If the shipping damage does not affect the product’s functionality, Nixova may still assist with warranty arrangements upon request.

You must promptly file claims related to shipping damage with the courier and report them to Nixova within 24 hours of delivery.

• Quality Issues upon receipt:
  • If the device develops a quality issue and qualifies under the warranty conditions, which is not resolvable through the technical guidance, Nixova will offer replacement services.
  • Reporting Window: The buyer MUST report all quality-related issues within 3 days of receiving the product, in addition to supporting evidence for prompt assistance.
  • Nixova covers return shipping costs in these cases.
• Quality Issues within warranty period:
  • If the device develops a quality issue and qualifies under the warranty conditions, that cannot be resolved through technical guidance. So, Nixova will offer free repairment services.
  • Reporting Window: All quality-related issues must be reported within the above-mentioned period with supporting evidence for prompt assistance.
  • Customers are responsible to cover shipping costs in these cases.
• Spare Parts Support:
  • We cover the spare parts for natural damage for free during the warranty period, however customers are responsible for shipping fees.

3. Address Amendments

• Shipping Address Modifications:
  • Customers must ensure the accuracy of their shipping address during checkout.
  • Correction Window:
    1. You can request the changes within 48 hours of order submission by contacting support@nixova.com.
    2. Upon processing the order and a tracking ID is issued, address changes are no longer possible.
    3. The customer will be responsible for additional shipping costs due to post-processing changes.

4. Packaging Requirements

• Original Packaging and Documentation:
  • Customers must retain the original packaging, as well as related documentation to facilitate the warranty service process.
  • Failure to do so may hinder the warranty procedure, and in some cases, we may be unable to proceed with warranty services.
• Accessories and Complimentary Items:
  • The warranty coverage includes the main device only.
  • Accessories and complimentary items, such as charging cables, plugs, and remote controls, are not included under the policies in the page.

5. Return, Replacement and Warranty Limitations

• Exclusions:

The warranty does not cover:

• The warranty period has expired.
• Damage caused by user actions, such as cracks, fractures, dents, burns, water exposure, rust, improper use, neglect, accidents, liquid or food spills, physical drops, extreme temperature exposure, PCB burns, or other defects resulting from human error.
• The use of unauthorized third-party components that compromise reliability or compatibility.
• Software malfunctions, whether pre-installed or added later.
• Damage from natural disasters (e.g., fire, flood, lightning).
• Wear and tear or damage to external accessories (e.g., cables, plugs, remote controls).
• Repairs or modifications by unauthorized technicians or using unofficial parts.
• Instances of loss or theft.
• Returns or exchanges for non-quality-related reasons (e.g., personal preference, incorrect usage, or similar) will not be accepted.

Note:

(For loss or theft due to missed courier delivery attempts or when a package is left unattended, customers are advised to file claims with the courier company directly.)

6. Replacement and Repair Policy

• Warranty-Covered Repairs and Replacements:
  • Products that malfunction within the warranty period and meet all the warranty requirements are eligible for free repairs or replacements based on the issue they have.
• Customer Responsibility:
  • Customers are responsible for shipping costs of warranty-covered repairs or replacements.
  • If the issue is caused by misuse, accidental damage, or negligence, Customers are responsible for repair and shipping costs.
• Replacement Parts:
  • Spare parts for natural damage are free during the warranty period; however, customers are responsible for shipping fees

7. Warranty Servicing Procedure:

• How to Request:

If your device needs warranty servicing, Contact support@nixova.com with:

• A detailed description of the issue.
• Proof of purchase (e.g., order number, store link).
• Supporting evidence (e.g., photos, videos).

We’ll help you with the replacement, repair, or return procedure.

• Device Return Policy:
  • Devices must be returned in their original packaging to facilitate repair, replacement and also warranty servicing.
  • Nixova is not responsible for any loss or damage to the device during return shipping.
• Repair or Replacement Timeline:
  • The repair or replacement process typically takes 7–14 business days after verification of the claim. Thus, Nixova will provide regular updates on the status of your repair or replacement request. Customers will be informed of key milestones, such as receipt of the returned item, progress of the repair, and estimated completion. Customers may contact support@nixova.com for updates.
• Important Note:
  • Products without significant quality issues are not eligible for returns and replacement and they are eligible for free repair within the period mentioned above.
  • Our team of professional engineers are also committed to providing quick and effective solutions to ensure customer satisfaction.
  • Note: The report is acceptable by a video recorded from before and during unpacking, upon delivery.
• Thank You for Choosing Nixova!

At Nixova, we value your trust and are committed to ensuring your satisfaction. For warranty-related concerns or inquiries, please contact us at support@nixova.com. Our team is here to help and ensure your satisfaction.

We appreciate your support and look forward to serving you with the best products and services. Thank you for choosing Nixova!

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