Thanks for shopping at UMIDIGI. We hope you love your purchases, but if you're not totally satisfied with the products or request a repair, we are always here to help.
Warranty Policy
- Warranty Period
UMIDIGI Web Store provides warranty service and official customer support, which only apply to UMIDIGI products purchased from its official website.
Product: We provide one year limited warranty for all Products purchased from UMIDIGI.
Accessories:We provide one month limited warranty for all accessory purchased from UMIDIGI.
- Warranty Forfeiture
Warranty is void in the following situations: (a) Products are marked as “sample” or “Not for Sale”, or sold “AS IS” or sent to you as “prototype”; (b) Products are purchased from unauthorized distributors or resellers; (c) Trade-marks, serial tags, product stickers have been removed, altered or tampered with; (d) Products are dismantled, mishandled, improperly used or defaced; (e) Abuse firmware upgrade without the authorized technician’s guidance; (f) Damage has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the period of warranty; (g) Products are damaged due to improper working environment or operation, such as improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc; (h) Products are damaged due to the violation of direction on safe battery handling and usage; (i) Warranty is for the original purchaser only and is not transferable.
- Limitation of Damages
UMIDIGI is not responsible for other extra warranty or commitment promised by resellers, agents, distributors or any other third parties. If they promised you some extra commitment or warranty, please ask for written documents to protect your rights and interests.
In addition to the above warranty forfeiture, in no event will UMIDIGI be responsible for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profiles, arising from or relating to this limited warranty or the product, and UMIDIGI’s total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by you.
Return & Refund Policy
Product: At UMIDIGI, we are committed to our customers’ satisfaction. If the product did not meet your expectations, you can request for refund or exchange within 7 days from the date of delivery.If the product has any no-manmade defective within 15 days.We support return for refund or replace a new one.
Beyond the end of the 15 days, only repair for the product is accepted. We are not responsible for any refund beyond the 15 days of the delivery date.
Customers must inform us within 7 days of the delivery date if they are missing products’ part or receiving the wrong products.
Products purchased from other channels except UMIDIGI official website are subject to the specific policies of each platform. UMIDIGI is not responsible for their refund and return.
Accessories: If you’re unsatisfied with any of the UMIDIGI accessories due to the orginal quality problem. we can get it replaced or part refund or issue you a full refund anytime you need. And the new replacements will be shipped to you with freight borne by us.
Important Note: Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from UMIDIGI due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.
Rugged Devices' warranty conditions and terms:
UMIDIGI BISON series are splash, water, and dust resistant and were tested under controlled laboratory conditions with a rating of IP68 under IEC standard 60529 (maximum depth of 1.5meters up to 30 minutes). Splash, water, and dust resistance are not permanent conditions and resistance might decrease as a result of normal wear. Do not attempt to charge a wet BISON; Liquid damage is not covered under warranty.
It is reasonable that the UMIDIGI BISON series (rugged phone) original IP rating（water resistant rating IP68/IP69K）will go down even though an authorized professional teardown repairing.
Care Label From Manufacturer:
- Make sure that your rugged phone is dry before opening the SIM tray. To dry your rugged phone, tap it gently against your hand with the Charging connector facing down to remove excess liquid. Leave your rugged phone in a dry area with some airflow. Placing your rugged phone in front of a fan blowing cool air directly into the Charging connector might help the drying process.
- Check to see if water is in the microphone or speaker: Place your rugged phone, speaker side down, on a lint-free cloth, and see if water drips out. Water in the port might degrade speaker or microphone performance until it completely evaporates. Dry your rugged phone before that.
- If your rugged phone has been exposed to liquid, unplug all cables and do not charge your device until it’s completely dry. Using accessories or charging when wet might damage your rugged phone.
Return Policy for Products Purchased from UMIDIGI
a) Return Products within 15 Days for Refund
To avoid any delay or denial of processing your refund request, please verify that your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).
The Product for Refund must be:
1. In the original manufacturers packaging, and shipped securely;
2. Complete with all the accessories, documentations, and standard certification labels originally;
3. Free of any man made alterations including, but not limited to dismantled, mishandled, improperly used or defaced,Abuse firmware upgrade without the authorized technician's guidance,etc;
4. Free from man made damages of any type , including, but not limited to dents, scratches, cracks, abuse, defacement ,etc;
For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. UMIDIGI shall not be responsible for any loss or damage to the Product for Refund caused in transit.
The Product for Refund will be thoroughly inspected by UMIDIGI when received and a decision will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to UMIDIGI, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 50% at UMIDIGI’s sole discretion. The inspection may take up to 5 business days from the time your Product for Refund is received.
If the Non-conforming Product for Refund is rejected by UMIDIGI , you will be billed with the cost and fees the Non-conforming Product for Refund from UMIDIGI back to you.
b) Return Defective Products within Warranty Period
In the event that your UMIDIGI product becomes defective and if it’s within UMIDIGI’s limited warranty and within the warranty period (1-year warranty), you may return your defective product (the “Returned Product”) to us for repair.
If the product is defective (not manmade defective) when you receive it within 15 days, you can return to UMIDIGI and get a full refund or replacement. UMIDIGI are responsible for the shipping fees.
Beyond the 15 days but within 1 year warranty, a full refund is not available, but part refund or repair is acceptable. UMIDIGI will bear the freight of repaired units.
If the product is manmade defective, refund or replacement is not available. Within Warranty, repair is acceptable, but you are responsible for any of the service charge, and other fees.
Policy of Defective Products
c) How to Return for Refund
Step 1: Mail to us through mailbox umidigi.office@umidigi.com to obtain RAM Request Form.
Step 2: Fill out the RMA (Return Merchandise Authorization) request form and re-mail to us.
Step 3: Pack the items and ship them.
Step 4: Provide the tracking number to us to follow it.
Important Note: Please pack the item(s) very well with the original box and all the original accessories included such as power adapters, cables and manuals. The Order number must be on your return-shipping box. Then ship the product in original packaging to the address we provided. After we receive your returning parcel,We will process your refund and automatically apply it to your associated original order. Please allow 7-15 business days for clearing.
d) Shipping in Return Process
For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization.UMIDIGI shall not be responsible for any loss or damage to the Returned Product caused in transit.
International customers may be subject to duties, taxes and brokerage fee.
If the returned product is tested and found to be non-defective or not covered by the UMIDIGI’s limited warranty by the certified UMIDIGI RMA technicians, you should be responsible for arranging shipment of the returned product from UMIDIGI to your location.
Return Policy for Products Purchased from a Third-Party
If the UMIDIGI product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not work well in your location, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the UMIDIGI products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors.
Exchange Policy
UMIDIGI is unable to exchange returned product unless the returned product satisfies all the following requirements:
1. The returned product is returned to UMIDIGI for repair or replacement under the UMIDIGI’s limited warranty and within the warranty period (1-year warranty);
2. The returned product is found to be defective and non-repairable by the certified UMIDIGI RMA technicians.
If the returned product satisfies the described requirements, UMIDIGI will offer, at its sole discretion,for replacement.
Important Note: For the new exchange products, you cannot request substitution unless they are defective.
Missing Parts Policy
In the event that your ordered product comes to your hands with parts missing, the specific policies depend on where your products are shipped from.
a). For Orders Shipped Directly from UMIDIGI's Warehouse
If your ordered product arrived incomplete, UMIDIGI may require image confirmations at our discretion before replacements for any missing part that is shipped out.
If your order was not delivered or the ordered product arrived damaged, please contact UMIDIGI customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.
b). For Orders Shipped from Third-Party Stores or Vendors
If your order arrived incomplete, was not delivered, or the ordered product was damaged, please contact the third-party store or vendor where the order was placed and shipped through the detailed policy or information.
We are sorry to learn that you are not 100% satisfied with your purchase. Please keep in mind that we are standing by if you have any questions about our products or service. You may reach us by writing emails to umidigi.office@umidigi.com.
Customers will only be charged once at most for shipping costs (this includes returns); No-restocking is to be charged to the consumers for the return of the product.