Warranty Policy

This HOOKII Warranty Policy (hereinafter referred to as “Policy”) applies only to HOOKII products purchased from authorized retailers for personal use and not for resale.

By using your HOOKII product, you agree to abide by these policies. If you are not eligible or do not agree with any terms, please do not use your HOOKII product. If you return the deactivated product within seven (7) days as outlined in Section I of this policy, you may qualify for a full refund of the purchase price.
Title

Last updated: Jan 2025

1. Warranty Policy 

2. Warranty Costs

3. Warranty Period

4. Warranty Coverage and Period

5. Warranty Process

6. Preparation Before Sending for Warranty 

7. Other Declarations 

8. Limitation of Liability 

1. Warranty Policy

The following conditions apply for warranty service:

Products that exhibit non-human performance failures during normal use within the specified product warranty period;

No unauthorized disassembly, no modifications or additions guided by non-official manuals, and no other non-human-caused failures;

Provide valid proof of purchase, invoices, and receipts.

The following conditions do not qualify for free product warranty service:

Normal battery capacity decay to 80% of the original capacity within one year of normal use or a decrease in endurance caused by normal battery capacity decay over one year.

Failures or damages caused by non-product quality issues due to human factors;

Failures or damages caused by unauthorized modifications, disassembly, or casing opening guided by non-official manuals;

Failures or damages caused by improper installation, use, and operation not guided by the manual;

Damages caused by self-repair of parts without official instructions;

Failures or damages caused by using non-HOOKII certified third-party products or services (including third-party software) or other third-party actions;

Data loss, damage, or leakage;

Machine serial number, factory label, and other markings are torn, altered, or show signs of tampering;

Failures or damages caused by unforeseen circumstances beyond our control (force majeure);

Items not shipped within 7 calendar days after contacting HOOKII for warranty confirmation;

Failure to provide valid proof of purchase.

2. Warranty Costs

We provide free repair services for products that meet HOOKII's promised warranty period and coverage.

3.Warranty Period

Most major components of HOOKII products come with a 24-month warranty from the date of receipt. The warranty period for some components may vary, so please refer to the product's warranty coverage and duration details.

Please note: The 4G SIM card comes with approximately 3GB of data, and the service will automatically stop once the data is used up. If there is still data remaining but the SIM card is no longer working, it may have expired. In this case, we recommend replacing it with a SIM card from a local provider if you still need mobile services. 

4.Warranty Coverage and Period

Module under Warranty

Components under Warranty

Warranty Period (Months)

Neomow X Lite

Neomow X 

Neomow X Pro

Mower body

Structural framework of main body

Printed circuit board assembly (PCBA)

Drive motor

Omni-directional wheel assembly

Lifting motor & lifiting components of blade disc

Drive motor of blade disc

Lifting motor & lifiting components of blade disc

Communication module

GPS module

Lighting module

Rain sensor

Camera

LiDAR module

24

Power source

Charging station

Power Adapter

Power cable

Battery

Other components

Drive wheel

Cutting blade disc assembly

Bumper module

Operation panel

Cooling fan

12

Consumable components

Blade

Fixed Charging station tape

Lifting motor & lifiting components of blade disc

Fixed Charging station nail

Lifting motor & lifiting components of blade disc

Cooling fan

0

5. Warranty Process

Contact the HOOKII customer service team (support@hookii.com) to verify your repair eligibility and register the relevant information.

Safely ship the product to the HOOKII designated repair center.

The HOOKII repair team will conduct a fault diagnosis and determine the repair cost. If the product failure meets the warranty conditions, it will be repaired for free; if not covered by the warranty, the repair cost will be communicated to you via email.

Once the repair cost is confirmed and paid, the repair team will start the repair work.

Upon completion of the repair, we will conduct a functional test to ensure everything is norma

If the test is successful, the product will be shipped back to you, and the shipping information will be sent via email. Please note that the repair process may take 5 to 7 working days.

Note: If you choose not to pay the repair fee, the product will be returned to you, and you will be responsible for the return shipping cost.

6. Preparation Before Sending for Warranty

Before seeking after-sales service for your product, please follow these steps:

Follow HOOKII's service procedures.

Back up all data stored in the product or ensure its security.

Delete all confidential, proprietary, and personal information from the device. If such information cannot be deleted, modify it to prevent unauthorized access or ensure that it does not qualify as personal data under applicable laws. HOOKII is not responsible for any loss or damage to any data, including confidential, proprietary, and personal information, contained in returned or warrantied products.

If necessary, provide HOOKII with any required passwords.

Ensure that HOOKII can fully, freely, and safely access your device for after-sales service.

Remove all functional components, parts, optional parts, modified parts, and accessories not included in the HOOKII product and not within the scope of after-sales service.

Ensure that the product or components are not subject to any legal restrictions that hinder their replacement or repair.

If the product or component is not owned by you, obtain the owner's permission for HOOKII to provide after-sales service.

Note: HOOKII aims to diagnose and resolve issues via phone, email, or online chat. In some cases, the system may guide you to download and install specific software updates. If the issue persists and cannot be resolved remotely, you may need to send your product to the HOOKII designated local service center or HOOKII factory for further testing.

7. Other Declarations

Replacement Products and Parts

If the warranty service involves replacing the product or parts, the replaced product or parts will become HOOKII's property, and the replacement product or parts will become your property. Only unmodified HOOKII products and parts are eligible for replacement.

 

Replacement products or parts provided by HOOKII may not be brand new, but they are certainly in good working condition and at least equivalent in performance to the replaced parts. The replacement product or parts are covered by the same warranty service for the remaining warranty period of the original product. The replaced product or parts will be bound to a new S/N.

Your Additional Rights

This warranty statement gives you additional specific rights. You may also have other statutory rights, depending on the applicable laws of your country/region or jurisdiction. You may also have other rights under a written agreement with HOOKII. Nothing in this warranty statement affects those statutory rights that cannot be excluded or limited by contract, including consumer rights under laws or regulations governing the sale of consumer goods.

8. Limitation of Liability

1. HOOKII is responsible for any loss or damage to the product only under the following circumstances:

When the product is owned by HOOKII.

When the product is in transit under HOOKII's responsibility.

2. HOOKII is not liable for any loss or disclosure of data contained in the product, including confidential, proprietary, or personal information. Regardless of whether the remedies provided herein achieve their essential purpose, and irrespective of the basis of the claim—whether contract, warranty, negligence, strict liability, or other theories—HOOKII and its affiliates, suppliers, distributors, or service providers shall not be liable for:

damages claimed by third parties;

your data loss, damage, or disclosure;

special, incidental, indirect, or consequential damages, including but not limited to lost profits, revenue, goodwill, or anticipated savings.

3. HOOKII’s total liability is limited to the direct damages you actually incurred, not exceeding the amount you paid for the product. This limitation does not apply to personal injury (including death) for which HOOKII is legally liable, or to property damage claims. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so these exclusions or limitations may not apply to you.

4. By using the services under this after-sales policy, you grant HOOKII permission to store, use, and process your contact information, including your name, phone number, address, and email address. HOOKII will use this information to provide the services outlined in this policy. We may contact you to inquire about your satisfaction with our warranty service or to notify you of any product recalls or safety issues. To facilitate these purposes, you authorize HOOKII to transfer your information to countries or regions necessary for our operations and to share it with agencies acting on our behalf. Additionally, we may disclose this information if required by law.

5. You agree to comply with export control regulations of China, the USA, Canada, the UK, the EU, Japan, and other countries, including but not limited to the Export Administration Regulations (EAR). You undertake not to resell, export, re-export, or transfer the product in any form, either as a single item or as part of an integrated system, nor to provide it directly or indirectly to any sanctioned countries, regions, individuals, or entities listed on the EAR Entity List. These restricted countries and regions include, but are not limited to, Cuba, Iran, North Korea, Syria, Crimea, Sudan, Russia, Belarus, and Ukraine (including the Donetsk and Luhansk regions). If you violate these regulations, leading to any sanctions, penalties, or economic losses to HOOKII or its suppliers, you will be liable for all related losses, including but not limited to all costs incurred to address your non-compliance.