Warranty and after-sales

Warranty period

The device is covered for 24 months from the date you receive it.

The battery is a consumable part and is covered for 12 months from the date you receive it. A battery claim is accepted when measured capacity under standard charge and discharge conditions falls below 80% of rated capacity within that period.

The period starts on the delivery date shown in the carrier record. Repaired or replaced parts keep the remaining warranty of the original device.

What is covered

We repair or replace the device in these cases:

Component failure, circuit faults or display faults under normal use.
Keys or ports that stop working or lose contact under normal use.
The heater fails to start or fails to hold its rated temperature under normal use.
The satellite module cannot connect while the service is active and the usage conditions are met, and remote checks confirm a hardware fault.
Battery capacity falls below the threshold in the warranty period section.
Cosmetic or functional defects present on arrival, reported within 14 days of delivery.

What is not covered

Damage from water, immersion or any liquid. The product has no rated water resistance.
Structural or internal damage from drops, crushing or puncture. The product is rated for 1.2m drops; impacts beyond that are not covered.
Damage from use outside the rated operating temperature range.
Disassembly, modification, part replacement, or repair by an unauthorised party.
Damage from non-original or out-of-specification charging equipment.
Wear, scratches or coating discolouration that does not affect function.
Damage caused by force majeure.
No proof of purchase, or a serial number or product label that is removed, altered or unreadable.

How to claim

Email cop@keliyes.com with "Warranty" and the device serial number in the subject.
Include proof of purchase, the serial number, a description of the fault, and photos or video that show it.
We reply within 2 working days with troubleshooting steps or a return address.
If remote troubleshooting does not fix it, send the device to that address. If the fault is covered, we pay shipping both ways. If it is not covered, you pay shipping to us and we pay the return.
We inspect and repair within 10 working days of receiving the device and tell you the result.
If the fault is not covered, we quote the cost before any repair and only proceed once you confirm.

The serial number is on the packaging label and on the device.

Returns and exchanges

Returns: within 14 days of delivery, if the product and accessories are complete, undamaged and resaleable. If the product is faulty we pay return shipping; otherwise you do. Refunds go back to the original payment method within 5 working days after we receive and check the product.

Exchanges: within 30 days of delivery, for a fault listed under "What is covered". We pay shipping.

Message credit that has been activated and used is not refunded. Customised or engraved products cannot be returned.

Battery terms

The lithium-ion battery is built in and cannot be replaced by the user. For a battery replacement, follow the claim process.
Capacity declines gradually with charge cycles. Decline above the warranty threshold is normal and is not a fault.
For long storage, follow the storage guidance on the safety page. Battery failure caused by ignoring it is not covered.
Air transport of lithium batteries is regulated in each country. Check local shipping rules before sending the device; our reply in step 3 of the claim process lists current shipping options.
If the battery swells, deforms, smells or gets unusually hot, stop using it, disconnect everything and contact us. Do not charge or use it again.

Contact

Warranty and after-sales: cop@keliyes.com

WhatsApp: +86 135 2276 2252. For a warranty claim, email is the route that keeps a written record.