Warranty Policy

Thank you for choosing our TV box products. We are committed to providing reliable hardware and responsive after-sales support. Please read the warranty terms below carefully to understand the coverage and service conditions.

1. Warranty Coverage Period

All TV boxes sold by us are covered by a 12-month limited warranty starting from the date of purchase. This warranty applies only to the original purchaser and covers hardware-related defects under normal use.

2. Hardware Issues (Replacement Policy)

If your TV box experiences a hardware issue within the 12-month warranty period, including but not limited to:

The device cannot power on

The device cannot boot normally

The device cannot function properly due to hardware failure

Replacement will be handled according to the time of purchase as follows:

Replacement Terms by Time Period

Within 3 months of purchase
→ A brand-new replacement unit will be provided free of charge, including shipping.

From 3 months to 12 months of purchase
→ A replacement unit will be provided after confirmation, and the customer is required to pay a USD 40 shipping and handling fee.

Troubleshooting Requirement

Some issues that appear to be hardware-related may be resolved through firmware reinstallation (flashing).

Our customer support or technical team will guide the flashing process

Customer cooperation is required

If the device still cannot be used after flashing, our technical department will verify the issue

Once confirmed as a defective unit, a replacement device will be issued according to the warranty period stated above

Defective Unit Return Policy

The original defective TV box does NOT need to be returned

Customers may keep the defective unit at their own discretion

3. Software Issues (Not Eligible for Replacement)

Software-related issues are not eligible for replacement, but full technical support is provided, including but not limited to:

Built-in apps running slowly or freezing

Temporary playback issues

App crashes or buffering caused by updates or network conditions

For software issues:

Customers may contact our customer service or technical team at any time

Support will be provided via remote assistance, updates, or configuration guidance

Software issues do not qualify for device replacement

4. Exclusions

This warranty does not cover:

Damage caused by misuse, abuse, or unauthorized modifications

Damage caused by improper installation or third-party software not recommended by us

Issues caused by unstable internet connections or external service providers

Normal wear and tear

5. Customer Support

To request warranty service, please contact our support team and provide:

Order number

Description of the issue

Photos or videos (if applicable)

We reserve the right to make the final determination regarding warranty eligibility based on technical evaluation.

Contact Us

Email: sales@svicloudtvbox.com

WhatsApp/WeChat: +853 63403380

Telegram: SviCloudBox

LINE：+81 9052113367

SviCloud