What it is
Every device sold by Kaelor Devices comes with a 12-month Kaelor warranty, counted from the day it's delivered to you. It's our own warranty — not a Samsung or Huawei manufacturer warranty, which may not apply in the UK to these models — and it sits on top of your statutory rights, never instead of them.
What's covered
Hardware faults that appear in normal use during the 12 months. That includes:
- the main display and its touch layer — on folding devices, the inner display and the hinge mechanism, provided there's no physical damage
- the cover or outer display
- cameras, speakers, microphones
- the charging port and charging
- Wi-Fi, Bluetooth and mobile connectivity
- a battery that fails, swells or stops holding a charge (see below for what isn't covered)
- Battery health on arrival: every used device leaves us with battery health of at least 90%. If yours shows less when it arrives, tell us within 14 days and we'll treat it as a fault
For Samsung units we sell with Korean firmware installed by us: that's the state the device is sold in, and it's covered as delivered. We don't treat our own firmware as a modification.
What's not covered
- Accidental damage — drops, impacts, crushing, bending, liquid, heat. Cracked screens and dented frames are treated as accidental unless the fault is clearly unrelated.
- Damage from misuse — non-standard or damaged chargers, opening the device, repairs or parts fitted by anyone other than the manufacturer's service centre.
- Cosmetic wear from normal use, and consumables (screen protectors, cables in the box).
- Normal, gradual battery ageing. Every used device leaves us at 90% or above; a battery that slowly loses capacity over the year is behaving normally. A battery that fails outright is a fault.
- Software changes you make — rooting, flashing, region changes — and anything that follows from them. Software problems that a reset fixes are not hardware faults, but we'll help you with them anyway.
- Sealed units are not opened or inspected by us before sale. They're covered from delivery on the same terms.
How a claim works
- Tell us. Email support@kaelordevices.co.uk with your order number, what's happening, and photos or a video if you can. We diagnose remotely first — a good share of problems are settings or software and never need to travel.
- If it needs to come back, we send you a returns reference. You post the device to our UK returns address — 2 Silt Road, Ely, CB6 1QD, United Kingdom — never to China. For a confirmed warranty fault, [DECIDE: we email you a prepaid insured label / we refund your postage]. Please back up your data and remove accounts and screen locks first.
- Inspection and repair. We receive the device in the UK. Where the fault needs the manufacturer, we ship it to the official service centre in China ourselves, insured, and deal with them on your behalf. You don't handle any of that.
- Timing. A manufacturer repair including shipping both ways typically takes [X–Y] weeks, but it depends on the fault and on the manufacturer, and we won't promise a date we can't keep. We'll update you at least every [7] days while it's away.
- Outcome. The repaired device comes back to you. If it can't be repaired in a reasonable time, we'll offer a replacement of the same or equivalent specification where we have one, or a refund. What counts as a reasonable time is set by your statutory rights, not by this document.
What we don't offer
- No loan device while yours is being repaired.
- No express replacement before the fault is confirmed.
We'd rather say that now than disappoint you later.
Your statutory rights
Nothing in this warranty affects your rights under the Consumer Rights Act 2015: the 30-day right to reject a faulty device, the right to a repair or replacement within a reasonable time and without significant inconvenience, and the right to a refund if that fails. If anything here ever seems to conflict with those rights, your rights win.
Questions before you buy? support@kaelordevices.co.uk · [PHONE]