WARRANTY DEVICE PICKUP, DELIVERY AND SHIPPING POLICY
1. Home Pickup and Delivery Support
HAGA offers pickup from the customer’s address and return delivery after warranty service is completed, within the company’s designated service area of less than 20 km from the company address, subject to the published service schedule and intake conditions, from 8:00 AM to 6:00 PM.
For cases eligible under HAGA’s warranty policy, home pickup and return delivery are provided free of charge.
Before dispatching a pickup or delivery, HAGA confirms the address, estimated time, device details, and handover method with the customer.
2. Support for Remote Warranty Shipments
Customers outside the direct pickup and delivery area may send their devices through a suitable shipping provider.
HAGA subsidizes express shipping costs for remote warranty claims that qualify under the published policy. The extent of support for outbound and return shipping, payment method, and any applicable limitations must be clearly communicated before the customer ships the device.
All products shipped through a shipping provider must be insured in accordance with the carrier’s requirements, for the declared value of the goods being shipped.
For cases outside the warranty scope, HAGA will inform the customer in advance of any inspection, repair, and shipping costs that may apply.
3. Intake Record and Device Condition Documentation
An intake record must be created for every device received, including:
-
The customer’s name and necessary contact information.
-
Device type, brand, model, serial number, or IMEI, as applicable.
-
Cosmetic condition, visible signs of damage, and included accessories.
-
The issue reported by the customer.
-
Date and time of intake and estimated processing time.
-
Photos of the device’s external condition, where necessary.
-
Confirmation by the customer and intake staff, or an equivalent electronic confirmation.
The customer will receive an intake record or confirmation for reference and verification at handover.
4. Warranty Progress Updates
HAGA proactively updates customers at key stages: device received, under inspection, cause identified, awaiting parts or manufacturer processing, repair completed, and ready for return delivery.
If a delay occurs, HAGA will explain the reason and provide a revised estimated completion time.
5. Transparency of Inspection Results
If free warranty service is declined, HAGA will clearly explain which item is ineligible, the technical basis for the decision, and the next available resolution.
Where appropriate, HAGA will provide relevant photos or inspection findings to help the customer understand the cause. Any recording or sharing of images must be handled in a way that does not expose the customer’s personal data or sensitive information.
6. Packaging and Handover for Shipping
The customer and HAGA will coordinate to package the device appropriately for the selected shipping method.
The device condition, accessories, handover time, and shipment tracking details will be recorded for reference when needed.
HAGA will receive and address reports of loss or damage during shipping in accordance with each party’s responsibilities and the applicable shipping policy.