Warranty Policy

HELLO RE Repair provides up to 12-months warranty for every repaired or replaced from the date of invoice.

  • Malfunctioning or non-functional screen/LCD
  • Any display issues related to touch issues, that arise without manual intervention
  • Manufacturing defect

If the screen replaced by Hello Re causes any of the above-mentioned issues, a brand-new screen with a continued warranty of 6 months can be claimed. However, the warranty is only valid for the specific device repaired and the original customer, and it is not transferable to other devices or individuals if the device is sold or handed over. The device must be switching on and functioning normally other than the screen to process a claim request. If the old screen of the device is not handed over to the technician, the warranty is only applicable for 3 months.

To claim the warranty, customers need to share a video of the phone with the prevailing display issue while raising the ticket and provide their phone number, order number, or IMEI number. Hello Re generally resolves issues within 48-72 hours from the moment a query is received, and customers will receive an acknowledgment over mail/whatsapp/call.

The warranty is limited to the parts and/or services that were paid for. If only parts were purchased, the warranty is limited to the replacement of the parts. If parts and repair service were purchased, the warranty extends to cover the labour cost of part replacement and any other repairs specifically resulting from the initial repair. However, the warranty is not applicable under the following scenarios:

  • Accidental damage
  • Display issues related to screen quality, specifically visible lines or coloured patches or blank screen or white spots appearing on display due to hard press, fall, impact or bending
  • For battery replacement: Issues due to over-charging, battery swelling or use of non-original chargers or cables. If your phone consumes more than 10% of the power after 5 hours under stand-by status, this might be caused by the main board leakage other than battery drain. Replacement of new battery will not accepted.
  • For glass replacement: Cracks caused on glass due to any impact or pressure, big or little and any subsequent damage to the display
  • If the device under Hello Re warranty has been opened up, repaired, rewired or otherwise been attended to by any party other than a Hello Re technician, the warranty on the device will cease to exist.
  • Excessive damage to the device, which might lead to internal components getting damaged and can cause screen or other system malfunctions
  • Subsequent mishandling, such as bending, twisting, or cracking the frame, hard pressing the screen, or accidental or purposeful drops
  • If anyone tries to open the device or removes the stickers the warranty will be voided. We will either put the stickers at the bottom of the device or inside the device to make sure the performed repairs are not tampered with.
  • Water damage
  • Tampering with internal hardware
  • Damage resulting from attempted customer self-repairs
  • Software issues unrelated to the repair
  • Jail-broken devices
  • New damages unrelated to the original repair
  • Any loss of data occurring as a result of the repair
  • Any issue experienced must be timely reported. Delay in reporting the issue could lead to warranty getting void.

The warranty also does not cover the outcome of a repair if certain pre-repair conditions exist, including known manufacturing and/or performance issues related to the device, damage to the device frame, water damage, jail-broken devices, and tampering with internal hardware. Under certain conditions, internal damage may make a repair impossible.

Note that a refund is not applicable to the spare part on the screen. For more information, refer to the order email.