Product Protection Coverage and Claims Rules
HOZO Product Protection Terms
Effective Date: November 1, 2025
Thank you for choosing HOZO Product Protection (“the Service”). By purchasing this Service, you acknowledge that you have read, understood, and agreed to the following terms and conditions (“these Terms”), which define your rights, obligations, and coverage scope.
By completing your purchase, you confirm that you have read, understood, and accepted all provisions of these Terms.
If you do not agree with any part of these Terms, please do not purchase this Service.
This Service is provided by HOZO Design and its authorized affiliates (“HOZO”). All repair and replacement services are performed by HOZO’s official after-sales centers.
1. Service Scope
1.1 Coverage Categories
| Category | Description | Covered | Required Documents |
|---|---|---|---|
| Mechanical Failure | Failures caused by wear, fatigue, or aging under normal use; manufacturing defects; environmental stress (temperature/humidity); electrical issues such as power or circuit burnout. | ✅ Yes | Issue description, photos/videos, order number or Product Protection ID |
| Accidental Damage | Damage caused by drops, impacts, cracks, or liquid spills. | ❌ No | Not applicable |
| Battery Damage | Swelling, cracking, or deformation caused by external force. | ❌ No | Not applicable |
| Improper Use | Operation beyond design limits, disassembly, or use of non-original parts. | ❌ No | Not applicable |
| Unauthorized Repairs | Damage resulting from unauthorized repairs or modifications. | ❌ No | Not applicable |
HOZO Product Protection covers only mechanical and electrical failures under normal use. Accidental or cosmetic damage is not included.
1.2 Service Plans & Duration
| Plan Type | Coverage | Claim Limit | Response Time | Warranty After Replacement |
|---|---|---|---|---|
| 1-Year Plan | Mechanical failure | 1 time | Within 24 hours | Service ends after replacement |
| 2-Year Plan | Mechanical failure | 2 times | Within 24 hours | After the first replacement, the new unit receives 6 months of Product Protection coverage and inherits the remaining period of the 1-Year Official Warranty. |
- The 1-Year Plan includes one replacement only; Product Protection ends once replacement is completed.
- The 2-Year Plan allows a first replacement, after which the new product enjoys 6 months of Product Protection and inherits the remaining 1-Year Official Warranty period; only one further replacement is allowed.
1.3 Eligibility
- Applicable only to products purchased through HOZO’s official website.
- The Service activates automatically upon purchase.
- Products are managed by batch number, not serial number.
- Automatic binding applies; identified via order number or Product Protection ID.
- HOZO reserves the right to verify product batch number and purchase proof (order number or Product Protection ID) before service.
- Product Protection cannot be canceled or refunded after purchase.
2. Exclusions
- Accidental damage (drops, impacts, cracks, or liquid intrusion).
- Damage to consumables or accessories.
- Unauthorized repairs or disassembly.
- Improper use, overload, or use of non-original parts.
- Theft or loss of product.
- Cosmetic issues (scratches, paint wear, discoloration).
- Force majeure (natural disasters, fire, flood, earthquake, etc.).
- Loss or corruption of data.
3. Claims Process
- Customer visits HOZO Claims Center and submits the issue withProduct Protection ID. （Or use the confirmation email titled “HOZO Care Product Protection Placed Successfully” to access the Claims Center directly.）
- HOZO contacts the customer to confirm details and eligibility.
- Technical team evaluates the issue and verifies coverage.
- Settlement method determined: default replacement, or repair if applicable.
- Upon approval, HOZO ships a replacement product.
- 1-Year Plan: Service ends after replacement. 2-Year Plan: new product receives 6 months Product Protection + inherits remaining 1-Year Warranty.
4. Privacy & Information Security
- HOZO collects only necessary data (name, email, order or batch number, claim details) for verification and communication.
- Data is used solely for service processing and deleted or anonymized after completion.
- For details, see the HOZO Privacy Policy.
5. Governing Law
These Terms are governed by the laws of the country or region where the HOZO product was purchased. Customers retain all rights under applicable consumer protection laws.
6. Contact
📧 customersupport@hozodesign.com
🌐 HOZO Support Center
7. Product Protection FAQs
Q1: When does HOZO Product Protection take effect?
A1: Coverage begins immediately upon purchase. Duration is calculated from purchase date. Once a product is replaced, the new item is covered for 6 months and eligible for one additional replacement only.
Q2: Can HOZO Product Protection be canceled?
A2: No. Product Protection cannot be canceled or refunded after purchase.
Q3: Does HOZO Product Protection cover personal injury?
A3: No. The plan covers only the product itself, not user or third-party injury.
Q4: What is the claims processing timeline?
A4:
- Initial response: within 24 hours
- Replacement shipped: within 2 business days after verification
- General inquiries: responded to within 24 hours