- Warranty Policy
- Shipping Policy
- Return Policy
- The Company warrants the product against defects in materials and workmanship under normal use for a period of 12-months warranty from the date of retail purchase by the Customer (“Warranty Period”).
- If a hardware defect arises and a valid claim is received within the Warranty Period, at its option, the Company will either (1) repair the hardware defect at no charge, using either new, refurbished, or compatible replacement parts; or (2) exchange the product with another refurbished product that is deemed by the Company to be of equivalent value; or (3) provide a full/partial refund to the Customer. The Company’s prevailing depreciation rules will be binding on the Customer to accept as a commercial solution in lieu of repairs. 3. When a product or part is exchanged, any replacement item becomes the Customer’s property and the replaced item becomes the Company’s property.
- The warranty is confined to the first purchaser of the product and is not transferrable.
- In the event of repairs or replacement of any part(s) of the product, this warranty will therefore continue and remain in force only for the unexpired period of the warranty. The time taken for repair and in transit whether under the warranty or otherwise shall not be excluded from the warranty period.
- Repairs during warranty period shall be carried on “Carry-in” basis. Wherein for service the purchaser shall send back the product to our service center. The warranty does cover cost of transportation.
Exclusions and Limitations
This warranty will not cover the following damages, as determined by our service center personnel:
- Damage due to usage from ordinary wear and tear;
- Damage due to accidents, exposure to dampness, liquid, moisture, dirt or sand, improper storage, misuse, neglect, or physical stress;
- Dead pixel(s) on the display screen;
- Cosmetic or physical damage; (Zoobbay can repair at a cost)
- Damage due to excessive use of force on the display screen;
- Damage due to malware/spyware/virus infection;
- Damage due to incompatibility or improper use or installation of unauthorized software (e.g. jailbreak/root access);
- Damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship.
The warranty may be voided under the following conditions as determined by our service center personnel:
- If there are signs of tampering with the official Company’s warranty stickers;
- If there are signs of product modification done without written consent to the Company (E.g. LED /backlit, dual sim modifications, etc);
- If the device is brought to a third-party service center with no connection to Zoobbay.
The Company reserves the right to change the terms and conditions of the warranty by providing notice through at least one of the following methods: Mail, Email, Telephone, the Company’s website.
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Free Standard Shipping in Hong Kong with every order.
Service areas: Standard Delivery Service is available within Hong Kong Island, Kowloon, New Territories, Outlying Islands. This service is NOT available in certain areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands. P.O Box will not be accepted as shipping address.
Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only. If a customer requires orders sent to multiple addresses, the customer needs to place a separate order per address.
Shipping days and schedules
The shipment will be ready and delivered to the specified shipping address within 2 business days upon confirmation of payment. Delivery will be available from Monday to Friday (9a.m.-5p.m.). and times may vary depending on stock availability.
Shipment tracking/ change of shipping address
Please contact SF Express to track your shipment.Once the order is shipped out, any changes in the address shall be arranged with SF Express by contacting their Customer Service directly. If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly in order to make further arrangements.
Customer Service Hotline and Office Hours: +852 2730 0273 (Hong Kong)
Mondays to Fridays
08:00 – 20:30
Saturdays, Sundays and Public Holidays
08:00 – 20:00
Free Zooppay Shipping (paid by cash)
Service areas: Zooppay is available within Hong Kong Island, Kowloon, New Territories. This service is NOT available in certain areas, including but not limited to: Big Wave Bay, Lo Wu and all Outlying Islands.
P.O Box will not be accepted as shipping address.
After selecting the date and time slot on the checkout page. The shipment will be ready and delivered to the specified shipping address within 2 business days upon the order has been placed. There would be 3 time slots for you to choose. From Monday to Friday (A. 9am to 12pm/B. 12pm to 3pm/C. 3pm to 6pm)
Our staff will deliver to the specific address within the chosen time slot and customer may first check the product and pay by cash should the product meet the expectation.
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Physical/External damage Upon delivery, please examine the goods immediately for deficiencies and/or damages of appearance and whether all accessories are included. If any concerns arise, please contact our Service Support under MY ACCOUNT. Once a device has been signed for at delivery, Zoobbay reserves the right to refuse to exchange a product on the grounds of physical or external damage.
Once the device is delivered, you have 14 days to retract your purchase. To return it, the product must be in the exact same condition as received. Zoobbay reserves the right to refuse a return if these conditions are not met. Please contact our Service Support to raise a ticket for returns, our team will get back to you via e-mail within 24 hours. – Packing, accessories, gifts and user guide should be returned together with the product in original external condition for exchange or refund. – The product to be returned should not be damaged, scratched, defaced or contain any trace of water damage. – No exchange would be made for product which has undergone any repair by external parties. • In the event that you find the size of the ordered product does not fit your requirement, (a) if it is before delivery, Zoobbay may at its discretion change the product model or product brand for you; (b) if it is after delivery (and the package is unopened), subject to a payment by you of the price difference between the original and replacement products and a handling fee, being the shipping fee to send the replaced product, Zoobbay may at its discretion arrange a change of product model or product brand for you; (c) if it is after delivery and the package of the product is opened, no replacement arrangements will be made. If a product was agreed to be returned, however due to special circumstances, was out of stock and/or sold out, Zoobbay will refund your payment.
How long will it take to receive my refund?
You will receive your refund within 2 weeks of your request.
How will I receive my refund?
Refund will be processed after we receive the item. Refund will be received via the same credit card you used to purchase on our website.
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This policy sets out the basis on which Cropperbros Ltd. of Room 406, Block A, 4th Floor, 342- 344 Kwun Tong Road, Ngau Tau Kok (Company Number 6798014600007188) (together with our subsidiaries, our holding company, subsidiaries of our holding company from time to time, collectively called “Zoobbay” or “we”) collects personal data from you and how we process such data.
By visiting our website www.zoobbay.com (our “Site”), you accept and consent to the practices set out below.
1 – Collection of information
1.1 For the purposes outlined in Clause 2, we may collect and process the following information about you:
(a) Information you give us – information that you provide us (which may include your name, address, email address, telephone number, credit card information and other personal description) by filling in forms on our Site, or by corresponding with us (by phone, email or otherwise), for example:
(i) when you report any problem to us;
(ii) when you use certain features on our Site;
(iii) when you request any support from us; or
(iv) when you complete any survey or questionnaire we send
(b) Information we collect about you – information automatically collected when you visit our Site, for example:
(i) technical information, including the Internet protocol (IP) address used to connect your computer to the Internet and your log-in information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
(ii) information about your visit, including the full Uniform Resource Locators (URLs), clickstream to, through and from our site (including date and time), products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page, and any phone number used to call our customer service
1.2 We only retain personal data for so long as it is necessary. Data may be archived as long as the purpose for which the data was used still
2 – Uses made of the information
2.1 We use information held about you for the following purposes:
(a) providing, improving and developing our services;
(b) researching, designing and launching new features or products;
(c) presenting content and information in our Site in the most effective manner for you and for the device you use;
(d) providing you with alerts, updates, materials or information about our services or other types of information that you requested or signed up to;
(e) collecting overdue amounts;
(f) complying with laws and regulations applicable to us in or outside of Hong Kong;
(g) responding or taking part in legal proceedings, including seeking professional advice;
(h) for direct marketing purposes (please see further details in Clause 2.2 below);
(i) communicating with you and responding to your questions or requests; and
(j) purposes directly related or incidental to the
2.2 We intend to use your personal data in direct marketing (i.e. offering or advertising products or services by sending the relevant information directly to you). We require your consent specifically for this purpose and you may opt out any time. For the purpose of this clause:
(a) the personal data that may be used in direct marketing are those that you provide to us or we collect from you under Clause 1.1 above;
(b) the type of services or products that may be offered or advertised will be Smartphones, Accessories and Warranty extensions (cross-sell);
(c) the relevant information may be sent to you by e-mail;
(d) you may opt out any time by emailing us at firstname.lastname@example.org . We will cease to send you marketing information without
3 – Disclosure of your information
We will keep your personal data we hold confidential but you agree we may provide information to:
(a) any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in Schedule 1 of the Securities and Futures Ordinance (Cap. 571) of the Law of Hong Kong;
(b) personnel, agents, advisers, auditors, contractors, financial institutions, and service providers in connection with our operations or services (for example staff engaged in the fulfillment of your order, the processing of your payment and the provision of support services);
(c) our overseas offices, affiliates, business partners and counterparts (on a need-to- know basis only);
(d) persons under a duty of confidentiality to us;
(e) persons to whom we are required to make disclosure under applicable laws and regulations in or outside of Hong Kong; or
(f) actual or proposed transferees of our operations (or a substantial part thereof) in or outside of Hong Kong.
4 – Cookies
4.3 We use persistent cookies and session cookies. A persistent cookie stays in your browser and will be read by us when you return to our Site or a partner site that uses our services. Session cookies only last for as long as the session (usually the current visit to a website or a browser session).
4.4 We use the following cookies:
(a) Strictly necessary cookies – These are cookies that are required for the operation of our Site. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing
(b) Analytical/performance cookies – They allow us to recognise and count the number of visitors and to see how visitors move around our Site when they are using it. This helps us to improve the way our Site works, for example, by ensuring that users are finding what they are looking for
(c) Functionality cookies – These are used to recognise you when you return to our Site. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
(d) Targeting cookies – These cookies record your visit to our Site, the pages you have visited and the links you have followed. We will use this information to make our Site and the information displayed on it more relevant to your
4.5 You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you do so, you may not be able to access all or parts of our
4.6 We may use third-party web services on our Site. The service providers that administer these services use technologies such as cookies (which are likely to be analytical/performance cookies or targeting cookies), web server logs and web beacons to help us analyse how visitors use our Site and make the information displayed on it more relevant to your interests. The information collected through these means (including IP addresses) is disclosed to these service providers. These analytics services may use the data collected to contextualise and personalise the marketing materials of their own advertising
5 – Third-party sites
Our Site or our communication with you may from time to time contain links to third-party websites over which we have no control. If you follow a link to any of these websites, please note that they have their own practices and policies. We encourage you to read the privacy policies or statements of these websites understand your rights. We accept no responsibility or liability for any practices of third-party websites.
6 – Security
6.1 All information you provide to us is stored on our secure
6.2 Any payment transactions will be encrypted using TLS/SSL
6.3 Where we have given you (or where you have chosen) a password that enables you to access certain parts of the Site, you are responsible for keeping this password confidential. We ask you not to share a password with
6.4 We restrict access to personal information to our employees, service providers and contractors on a strictly need-to-know basis and ensure that those persons are subject to contractual confidentiality
6.5 We review our information collection, storage and processing practices from time to time to guard against unauthorised access, processing or
6.6 Please note, however, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Site; any transmission is at your own
7 – Data transfer
7.1 The data that we collect from you may be transferred to and stored at, a destination outside Hong Kong. It may also be processed by persons referred to in Clause 3 above who operate outside Hong Kong
7.2 By submitting your personal data you agree to this transfer, storing or processing of data outside Hong Kong. We will take all steps reasonably necessary to ensure that your data is treated securely in accordance with this privacy
8 – Your rights
8.1 You have the right to:
(a) check whether we hold personal data about you;
(b) access any personal data we hold about you; and
(c) require us to correct any inaccuracy or error in any personal data we hold about
8.2 Any request under Clause 8.1 may be subject to a small administrative fee to meet our cost in processing your
We may amend this policy from time to time by posting the updated policy on our Site. By continuing to use our Site after the changes come into effect means that you agree to be bound by the revised policy.
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