Terms & Condition

1. This service will be provided in Hong Kong area excluding outlying islands (except Tung Chung, Discovery Bay & Park Island) and any restricted areas as classified by HKSAR. For Discovery Bay area, additional tunnel fee will be charge on single-trip basis.
2. The pickup and delivery service charges (including but not limited to additional charges eg. Tunnel fee) will be based on the current Service Charges Table. All charges are subject to change without prior notice.
3. Sony will issue Collection Note and Delivery Note to Customer for request of product pickup and delivery respectively. Customer shall keep the said notes properly for verification purpose. Sony will collect the Collection Note or Repair Order (if product is delivered to Sony Customer Service Centre for repair by Customer) upon product delivery to Customer. If Customer fails to present the Collection Note or Repair Order upon collection of product, Sony has the right not to deliver the product to Customer. In case of any loss of Collection Note or Repair Order, Sony may request Customer to submit the “Lost Report Form of Collection Note / Repair Order”. If Customer fails or refuses to present the said form, Sony also has the right not to deliver the product to Customer.
4. After product repair is completed, customer shall pay for all repair fees (including parts and labor charges) and the related service charges of product pickup and/or delivery requested by the customer at the time when customer collect back the product. If customer rejects to repair, the related service charges on product inspection as well as product pickup and/or delivery has to be settled by customer upon product collection.
5. If cancellation of product pickup/delivery services is requested, Customer should submit the requisition via this website at least 1working day prior to the scheduled appointment. Nevertheless, acceptance of the service cancellation shall be subject to Sony’s discretion.
6. Pickup/delivery services shall be suspended when typhoon signal No. 8 or above is hoisted; or black rainstorm signal is in force. The Company will reschedule the services with Customer.
7. Sony shall use reasonable endeavors to provide pickup/delivery services to Customer according to the scheduled appointment, but Sony shall not be under any liability for any delays or service failure due to bad weather or any causes beyond its control.
8. If product pickup/delivery service could not perform due to limitation on the size of entrance and/or other environmental factors of service location or any other reason(s) beyond reasonable control of Sony, Sony shall have no responsibility for any such service failure. In case of special arrangements such as wall dismantling and/or machine hoisting etc. is required for pickup/delivery the product to the service location, customer shall be solely responsible to make such special arrangement at its own risk and costs.

1. This service is not applicable for the products which are covered by Fortress (AIU) insurance company for the extended warranty. Customer must place the repair order to Fortress for such products.
2. Customer needs to provide correct Product Model Number and Serial Number. In case the customer mis-type the said information or have not been registered the warranty, the product may treated as no warranty.
3. Sony will make an appointment for the earliest date of visit based on the customer's region. Customers may request to change the appointment date or cancel the appointment, but must call Sony to make arrangements for not less than one working day before the original appointment date.

• Service terms for Repair Services shall be applicable for this service.

1. For price check, Customer shall provide the Item Number or Product Model Categories or Product Model or Phone Number or E-mail Address in order to display the status information. Item Number is a 9-digit reference number assigned by Sony to identify particular parts.
2. For order status check, Customer shall provide the Sales Order Number or Phone Number or E-mail Address in order to display the status information. Sales Order Number is a reference number assigned by Sony to identify particular supplied accessory sales.
3. Sony endeavours to ensure the accuracy and reliability of the information provided but does not guarantee its accuracy or reliability and accepts no liability for any loss or damage arising from inaccuracies or omissions.

• No Exchange / Refund will be entertained under any circumstance except the purchase parts are proved to be manufacturing defect and exchange/refund request being raised within 10 days from the invoice date. Returned parts must be exactly the same condition, no damage and scratching as when the parts were sold and presented together with original invoice copy.

1. Customer must provide the original purchasing invoice issued by authorized dealers*.
2. The original purchase invoice must print clearly with the date of purchase, model number and IMEI/ESN number.
3. Should the original purchasing invoice cannot be provided, a copy of the purchasing invoice can be provided via facsimile afterwards. Under such circumstance, the original purchasing invoice must be provided for verification upon the collection of the repaired product.

Warranty service#:

1. Applicable to handsets, tablets and individually packaged accessories (Including Bluetooth headsets)
2. Limited carry-in warranty service valid within one (1) year from purchase date.
3. Warranty service valid within six (6) months from purchase date for supplied accessories.
4. All accessories are repaired or exchanged for the same color as the original color of the purchased handset. In case where the accessory of the particular color being unavailable, the replacement of the accessory in other colors may be provided instead.

The below circumstances are excluded from warranty coverage. Product inspection fee would be charged at Xperia Care Customer Service Centre and Authorized Service Centre (Inspection fees are non-refundable or count towards the repair charges). The parts charge will be provided upon the completion of product inspection, customer can consider charged repair service in accordance to the repair quotation provided.

1. Products not confirmed as official goods sold in the Hong Kong or Macau region (“Non-official goods”, or “Parallel import goods”)
2. The provided invoice was not issued by authorized dealers*
3. Products under normal wear and tear, physical damage, unauthorized modification to software and hardware, damages due to force majeure or moisture ingress as a result of usage under damp environment are excluded from product warranty.
4. Product inspection fee: HK$ 200
5. If Sony repairs or replaces the Product, the repair for the defect concerned, or the replaced Product shall be warranted for the remaining time of the original warranty period or for ninety (90) days from the date of repair, whichever is longer. Repair or replacement may involve the use of functionally equivalent reconditioned units. Replaced parts or components will become the property of Sony.
6. This warranty does not cover any failure of the Product due to normal tear and wear, or due to misuse, including but not limited to use in other than the normal and customary manner, in accordance with the Sony instructions for use and maintenance of the Product. Nor does this warranty cover any failure of the Product due to accident, software or hardware modification or adjustment, acts of God or damage resulting from liquid.
7. Minor variations in display brightness and colour may occur between the devices. There may be tiny bright or dark dots on the display. These are called defective pixels and occur when individual dots have malfunctioned and can not be adjusted. Two defective pixels are deemed acceptable.
8. This warranty does not cover Product failures caused by installations, modifications, or repair or opening of the Product performed by a non-Sony authorized person.
9. The warranty does not cover Product failures which have been caused by use of accessories or other peripheral devices which are not Sony branded original accessories intended for use with the Product
10. Tampering with any of the seals on the Product will void the warranty

# In case of any discrepancy between the above and the “Important Information” document, available for download at below web channel link, the terms and conditions listed in the “Important Information” document shall prevail. In case of dispute, the decision of the Hong Kong Xperia Care Customer Service Centre and Macau Authorized Service Centre shall be final.
Sony reserves the right to alter the above terms and conditions and list of authorized dealers without further notice.
*https://www.sony.com.hk/dealer/xperia/

1. Customers are advised to perform effective “back up” to all data stored in the handset, while Xperia Care Customer Service Centre is not responsible for any data loss or corruption due to product inspection or repair service.
   1. Xperia Care Customer Service Centre would note be held responsible or indemnify any data loss or corruption during the “back up” operation. ( “Data” includes data downloaded by customer or through third-party, and stored in the handset.)
   2. Xperia Care Customer Service Centre will not retain any data upon the completion of repair service.
   3. Xperia Care Customer Service Centre will not be held responsible for any issues caused by the misuse of other contents or contents provided by the third-party.
2. Xperia Care Customer Service Centre reserves the right to provide warranty service as a charged service or refuse the provision of warranty service, under these circumstances:
   1. Misuse or physical damage;
   2. Under repair, adjustment, alteration, conversion, retrofit or soldering of internal circuitries through personnel or repair centres not certified as Xperia Care authorized service provider;
   3. Liquid contamination, overheat, fire or any structural damages;
   4. Destruction or tearing of any sealing labels;
   5. Mismatch of IMEI / ESN numbers between product label and the mainboard.
3. All exchanged handsets, spare parts and components will not be returned to customer. Xperia Care Customer Service Centre reserves all rights for the handling of these items after the repair service.
4. If inherent defects was found after inspection and customer does not choose to repair, the appearance or function of the returned product may not be able to return to the state at the time of inspection.
5. For any handsets, spare parts and components left for repair not reclaimed by the Customer within 60 days from the date of the Work Order may be handled in any way whatsoever by Xperia Care Customer Service Centre without prior notice to the Customer. Any claims against losses or damages whatsoever incurred in such event will not be accepted.
6. Any inspection, repair or handling charges are non-refundable.
7. For the collection of repaired products when using this service, the service reference number and the original copy of the express waybill are required for such application. If these documents were not made available for verification, Xperia Care Customer Service Centre reserves the right to reject the return of repaired product(s).
8. Customer’s personal information may be utilized for customer satisfaction survey at a later date, all data will not be disclosed to unauthorized personnel or the public.