Warranty & After-Sales Service

Hiroia products undergo rigorous testing and quality control. We guarantee that Hiroia products will remain free from material or manufacturing defects during the warranty period under normal use. Our professional after-sales service team ensures that all products come with a one-year limited warranty, so you can purchase with confidence.

With a valid invoice or proof of purchase from Hiroia, you are entitled to a one-year warranty. If your product experiences a defect under normal usage during the warranty period, please contact Hiroia Customer Service at support@hiroia.com. Our team will assist you in troubleshooting or provide instructions for repairs. If an inspection confirms a material or manufacturing defect, we will provide free repair or replacement with the same model and color.

 

Important Notes:

Ÿ  Warranty period calculation: The warranty starts from the purchase date. If proof of purchase is unavailable , Hiroia will verify the warranty period based on the product serial number in the system.

Ÿ  Products Purchased Directly from Hiroia: Customers may request for warranty service directly through Hiroia Customer Support.

Ÿ  Products Purchased Through Distributors: Customers should request for warranty service through the original distributor. If the distributor is unable to provide warranty service, customers may contact Hiroia Customer Support to apply for paid repair services.

Ÿ  When returning a product for repair, please use the original packaging whenever possible to ensure safe transportation.

Ÿ  Shipping Cost Responsibility:

Ÿ   For products purchased directly from Hiroia in Taiwan: During the warranty period, Hiroia will cover round-trip shipping costs.

Ÿ   Hiroia will not cover shipping, insurance, import duties, or taxes in the following cases:

n   Products located in Taiwan but not purchased directly from Hiroia (please contact the original distributor for warranty service).

n   Products purchased outside of Taiwan (e.g., through international distributors or as part of an international order).

 

 

Warranty Coverage:

·       Internal component failure (e.g., circuit boards, heating elements)

·       Abnormal operation due to manufacturing defects

·       Software defects that cannot be fixed through OTA updates

 

 

Warranty Exclusions:

·       Accessories and consumables (e.g., glass containers, drippers, filters, charging cables, manuals, etc.)

·       Damage caused by accidents (including but not limited to drops, impacts, liquid exposure), improper use (exceeding product specifications, improper maintenance), or incorrect operation

·       Human-induced damage or unauthorized repairs by non-authorized resellers

·       Normal wear and tear on external appearance

·       Natural battery degradation due to aging

 

 

After-Sales Service & Repairs

·       Free repairs within the warranty period: Products purchased directly from Hiroia and meeting warranty conditions are eligible for free repair.

·       Paid repairs within the warranty period: If the original reseller cannot provide warranty service, Hiroia offers paid repair services.

·       Repairs outside the warranty period: Products exceeding the warranty period may still be repaired for a fee based on inspection results.

·       Repair Process:

1.       Contact customer service with your proof of purchase, product name, serial number, problem description, and photos/videos.

2.       Our customer service team will assist during business hours. Follow the instructions to troubleshoot or, if necessary, send the product to a designated repair center.

Note: Hiroia is expanding its global repair service locations. Customer service will direct you to the most suitable repair point.

3.       If the product qualifies under warranty, it will be repaired for free. If it falls outside warranty coverage, we will provide a repair quote.

4.       For paid repairs, payment must be completed before the repair service is processed.

5.       Estimated repair time is 7-14 business days, but return shipping time may vary depending on international logistics and customs clearance.

 

 

Warranty Service for Discontinued Products

If your product has been discontinued, Hiroia can still provide repair services as long as replacement parts are available. If no repair parts remain, our customer service team will provide alternative solutions.

 

 

Contact Us

Email: support@hiroia.com

We are committed to providing reliable and worry-free after-sales service, ensuring your brewing experience remains smooth and enjoyable!