HOOKII Limited Warranty Policy

Neomow X & X 2

Title

Last updated: Jan 2026

1. limited warranty statement

2. warranty coverage and duration

3. pre-installed sim card validity policy

4. cross-region warranty limitation

5. limited warranty exclusions

6. warranty process

7. other declarations

8. limitation of liability 

1. limited warranty statement

The limited warranty provided by HOOKII covers defects in materials or quality of the product and its components under normal use conditions. If a defect covered by this limited warranty is found during the warranty period, HOOKII will assess the situation and provide a free repair or an appropriate replacement for the defective product or component.

 

This Limited Warranty becomes effective from the date of purchase when the product is purchased through HOOKII official channels, HOOKII authorized dealers, authorized distributors, or authorized agents (collectively referred to as “HOOKII Dealers”). If the purchase date shown on the proof of purchase is illegible or cannot be verified, the warranty period shall commence from the product activation date.

The guarantee applies under the following conditions:

The product shows a defect within the warranty period specified in the table, which is based on a material and/or processing defect. A defect exists if the actual quality of the product deviates from the agreed quality.

You assert the warranty within the warranty period specified in the table and follow the procedure described below.

The product or product part is not excluded from the warranty (see below).

2.warranty coverage and duration

The warranty scope and period are shown in the table below：

Neomow X 2 Series

module under warranty

components under warranty

warranty period (months)

Neomow X 2 LE

Neomow X 2 SE

Neomow X 2

Neomow X 2 Pro

mower body

Major structure

Cable

PCBA

Drive motor 

Omni-directional wheel assembly  

Lift motor and Lift unit

Cutting motor

Sensors

Bumper Mounting Module

Control panel

Charging station

Power Adapter

Battery

24

Triple camera

/

24 (Neomow X 2 Pro)

consumable components

Wheel

Cutting Blade

Cutting Disc

Bumper

No Warranty

If you have separately purchased the Triple Camera accessory for the X2 LE, X2 SE, or X2 models, the warranty period for this accessory is 12 months.

Neomow X Series

module under warranty

components under warranty

warranty period (months)

Neomow X LE

Neomow X SE

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

Communication module

GPS module

Lighting module

Rain sensor

Camera

LiDAR module

24

power source

Charging station

Power Adapter

Power cable

Battery

other components

Bumper module

Operation panel

Cooling fan

consumable components

Tyre

Blade

Cutting Blade Disc

No Warranty

3. pre-installed sim card validity policy

The Neomow X series comes with a complimentary 4G trial. The service is automatically activated upon product receipt an=d account registration. It is valid for up to 12 months from the activation date; the service ends when the data is used up, and will also automatically terminate after 12 months if any data remains. You may top up additional data through the app as needed.

If the SIM card is not recharged within 30 days after the data expires, the SIM card service will be terminated. At that point, you will need to purchase a new SIM card or use a personal SIM card from your preferred carrier.

4. cross-region warranty limitation

Warranty service for HOOKII products is determined by the country or region of original purchase. Warranty services in each region (e.g., North America, Europe, Australia) operate independently.

 

If a product purchased in one region is used or shipped to another region, warranty coverage does not automatically apply. HOOKII may, at its discretion, provide repair or replacement services, but any additional costs (including shipping, customs duties, taxes, or service fees) shall be borne by the customer.

 

Service availability, parts compatibility, and repair turnaround times may vary by region. For more information or individual support, please contact the HOOKII Support Team at support@hookii.com

5. limited warranty exclusions

Product failures or damage caused by exceptional circumstances are not covered under this warranty. This includes, but is not limited to, the following examples:

Products purchased through channels other than HOOKII official channels or HOOKII authorized dealers are not covered by this warranty. If repair service is required, you will be responsible for the repair costs, shipping fees, and any other related expenses.

Failures or damage resulting from improper use, improper storage, failure to follow the instructions, violation of relevant regulations, or any form of intentional damage, and that are not caused by product quality issues.

Normal wear and tear of product packaging, consumables, decorative accessories, and wearable parts (such as blades, cutting disks, charging cables, bumper covers, tires, etc.) during regular use is not covered by this warranty.

A battery naturally losing up to 20% of its original capacity after one year of normal use, or a decrease in runtime due to natural aging within one year, is not covered under this warranty.

 Failures or damage resulting from unauthorized modifications, disassembly, opening the housing, attempting repairs without following official instructions, or from incorrect installation, operation, maintenance, or cleaning not in accordance with the manual.

Failures or damage resulting from the use of third-party products or services not certified by HOOKII (including third-party software), or from other actions by third parties.

Any data loss, data corruption, or data leakage caused by the use of the product is excluded from this warranty and will not be compensated.

Failures or damage resulting from tampering with, removal of, or alteration to the product serial number, factory labels, or other identifying marks.

Failures or damage caused by unforeseen circumstances beyond HOOKII’s control, including but not limited to natural disasters, fire, flood, war, or labor strikes.

Failure to provide valid purchase vouchers or proof. 

6. warranty process

Step 1: Submit a Warranty Request

Contact the HOOKII Support Team (support@hookii.com) and provide your warranty information (as listed on the warranty card) along with details of the issue.

If the product was purchased from a local dealer, please contact the dealer first. Local dealers refer to authorized distributors or sales partners in the country of purchase, who will guide you through the next steps.

Step 2: Remote Diagnosis

The HOOKII support team will guide you through remote troubleshooting and provide solutions. You may be required to download or install software updates; please follow all instructions carefully. If the issue cannot be resolved remotely, your warranty eligibility will be assessed.

Step 3: Warranty Assessment and Handling

If the issue is covered under warranty, HOOKII will provide free repair and cover reasonable shipping costs (additional fees apply if you request upgraded shipping).

If the issue is not covered, HOOKII will notify you via email and provide options for paid repair or replacement.

Step 4: Shipping the Product

HOOKII will provide a shipping label. Please use the original packaging or equivalent protective materials.

The product must be properly packaged to prevent damage during transit (e.g., sufficient padding).

HOOKII is not responsible for shipping damage caused by improper packaging.

Step 5: Repair Process

The repair team will begin work upon receiving the product.

Step 6: Function Testing and Send Back

After repair, the product will undergo functional testing. Once confirmed to be fully operational, it will be shipped back to the original pickup address. Please inform HOOKII support if the address has changed.

Note: Repair or replacement of the mainboard may erase your map data. Before sending in your product, you may request HOOKII to back up your maps, so that you will not need to rebuild them after repair.
(To back up your maps, please keep the device powered on and online, and contact the support team at support@hookii.com.)

7. other declarations

Replacement Products and Parts

If warranty service involves the replacement of a product or component, ownership of the replaced product or component shall remain with HOOKII, while ownership of the replacement product or component shall transfer to you. Only unmodified HOOKII products and components are eligible for replacement.

 

Replacement products or components provided by HOOKII may not be new, but they will be in good working condition and at least equivalent in performance to the replaced item. The warranty period of the replacement product or component will continue from the original product.

 

In the event of incidental or exceptional circumstances during the repair or replacement process, such as package loss caused by logistics transportation issues or warehouse handling errors, HOOKII will conduct a comprehensive assessment based on the specific situation. Assessment factors may include, but are not limited to, the actual usage condition of the device, battery health status, and total mowing cycles. Based on this assessment, HOOKII will consult with you and may provide a used mower in a similar condition as a replacement solution.

Your Other 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.