When you launch your own smartphone brand, your customers need to know what happens if something goes wrong. A clear, fair after-sales policy builds trust and reduces disputes. This page explains exactly how our warranty and replacement part policy works for all custom smartphone solutions manufactured through our ODM services.
1-Year Warranty for Non-Human Damage
Every custom smartphone we manufacture comes with a 1-year warranty covering non-human damage. This includes:
- Manufacturing defects
- Battery failure under normal use
- Display defects (dead pixels, touch malfunction)
- Charging port failure
- Software instability caused by factory configuration
- Speaker or microphone malfunction
If a device fails due to any of the above within 12 months of delivery, we will repair or replace the defective component at no charge. The customer only needs to provide proof of purchase and a description of the issue.
What is not covered: Physical damage, liquid damage, unauthorized repairs, normal wear and tear, or damage caused by misuse.
Cost-Price Replacement Parts for Human Damage or Out-of-Warranty Devices
If the damage is caused by the user (for example, a cracked screen, broken housing, or damaged motherboard), or if the warranty period has expired, we offer a simple and affordable solution:
You pay only the cost price of the replacement part. We ship it together with your next order.
This policy is designed for B2B clients who place regular orders. It avoids the high cost and long turnaround of traditional repair services. Instead, you receive the exact part you need at factory cost, and it is included in your next shipment.
Which parts are covered under this policy?
- Screen assemblies (LCD/OLED with touch digitizer)
- Housings and back covers
- Motherboards
- Batteries (for out-of-warranty or human-damaged units)
- Charging ports and flex cables
- Camera modules
How it works
- Report the issue — Send us photos or a short video showing the damaged part.
- Get a quote — We confirm the exact cost price of the replacement part.
- Approve the order — You confirm you want the part.
- We ship with your next order — The part is added to your next production or stock order. No separate shipping fee.
This model is especially popular with distributors and retailers who already place regular orders. It keeps your after-sales costs predictable and low.
Why This Policy Works for Brand Owners
- Low cost — You pay factory cost, not retail repair prices.
- No separate logistics — Parts ship with your next order, saving time and money.
- Flexible — You can order only the parts you actually need.
- Transparent — You see the exact cost of each component.
- Fast — No need to send the whole device back for repair.
If you are still planning your first production run, read our Financial & Operations Planning Guide to understand the full cost picture, including after-sales reserves.
How to Request a Replacement Part
To request a cost-price replacement part, please have the following ready:
- Model name and order number
- Clear photos of the damaged part
- Quantity needed
- Your next order reference (if available)
Contact our after-sales team through the usual channel. We will respond within 1–2 business days.
Frequently Asked Questions
What exactly does the 1-year warranty cover?
Non-human damage: manufacturing defects, battery failure under normal use, display defects, charging port failure, software instability from factory settings, and speaker/microphone malfunction.
What if the customer drops the phone and cracks the screen?
That is considered human damage. You can order a replacement screen at cost price, and we will ship it with your next order.
Do you repair the phone, or do we?
We supply the replacement part. You or your local repair partner handle the installation. This keeps your costs low and gives you full control.
Can I order just one replacement part?
Yes. There is no minimum quantity for cost-price replacement parts. However, the part will be shipped together with your next order.
What if I don’t have a next order planned soon?
In that case, we can discuss alternative shipping arrangements. Contact us for details.
Does the 1-year warranty cover software updates?
The warranty covers factory software instability. For ongoing security patches and Android version upgrades, see our GMS Certification Guide for related information.
How do I claim warranty service?
Contact our after-sales team with your order number, photos or video of the issue, and a description. We will guide you through the process.
👇 Need a replacement part or have a warranty question? Contact our team with your model and order details. We will respond within 1–2 business days.
📖 Related guides: Financial & Operations Planning Guide • OEM vs ODM Guide • Complete Guide to Private Label Manufacturing
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