kiboTEK Technical Service Contact Form

Fill out the form and we will contact you within 24 business hours.

Customer service hours for email

Monday to Friday 9:00 to 19:00 (except holidays)

Saturdays from 10:00 to 14:00

Email response times

Monday to Saturday: 2-4 hours

Holidays: 8-24 hours

DEFAULT WARRANTY PERIODS

Smartphones, mobile phones, consoles, electronic devices…etc: 3 years

KMO or unsealed devices: 1 year

Batteries, accessories and consumables: 6 months

Boxes, wrappers and manuals: No warranty

GENERAL CONDITIONS OF THE RMA WARRANTY

The customer must contact the seller kiboTEK, who will be responsible for any non-conformities that appear within a maximum period of 3 years from the date the invoice is issued by kiboTEK to the customer.

The customer must report any anomalies or physical defects in the received product within 24 hours of receipt. They must send an email to sat@kibotek.com with photos of the damaged product and outer box, including any damage that may have occurred during transport.

If the defect comes to light during the first 6 months from the delivery of the good, it is presumed, unless proven otherwise, that the anomaly already existed when you bought it.
However, when the lack of conformity manifests itself after 6 months and in doubtful cases, the manufacturer or kiboTEK could require an independent expert report to process the guarantee. In obvious cases of malfunction or irregular operation in the warranty period there is no problem whatsoever.
In any case, during the time that the consumer is deprived of the product, the calculation of the warranty period is suspended; For example, if the repair of an object takes 14 days, the warranty period will end 14 days later than originally planned.
The client has the right to:
- Repair or replace. The customer may choose to repair or replace, unless one of the two options is impossible or disproportionate. The one with a higher cost will be considered disproportionate. Non-expendable goods (when they are of a specific nature) or second-hand goods cannot be substituted. Both repair and replacement must be carried out within a reasonable period of time and completely free of charge for the customer.

-If replacement parts are unavailable or an exchange for the same device is not possible, kiboTEK will issue a voucher for the original order amount, minus shipping costs, within a maximum of 30 calendar days from receipt of the device. No cash refunds will be issued under any circumstances.

- Price reduction or termination of the contract. They will proceed when the client cannot demand the repair or replacement and in cases where it has not been carried out within a reasonable period of time or without major inconvenience to the client. The resolution will not proceed when the lack of conformity is of little importance.

The customer must report any anomalies or physical defects in the received product within 48 hours of receipt. They must send an email to sat@kibotek.com with photos of the damaged product and outer box, including any damage that may have occurred during transport.

ISO technical standard for dead pixels on screens

Gaming laptop brands such as ONEXPLAYER, GPD, and AYANEO are equipped with Class II panels.

Ultrabook/Laptop brands, such as, but not limited to: A Netbook, GPD – are equipped with Class II type panels

Retro Gaming Handheld brands, such as, but not limited to: ANBERNIC, Retroid, Miyoo, GameForce – are equipped with Class III type panels

Portable monitors or accessories with built-in screens, and not limited to – are equipped with Class II type panels

All LCD screens sold by the supplier comply with ISO 13406-2 regarding pixel defects. See the illustration of Pixel Class/Type and accepted defects. The warranty is subject to the following:

The level of current production techniques cannot guarantee an absolutely flawless screen display.

There may be some isolated pixels with constant lighting or no lighting.

The standard lists four classes of devices, within which a device of a specified class may contain a certain maximum number of defective pixels. Three distinct types of defective pixels are described:

Type 1 = a hot pixel (always on, being white)

Type 2 = a dead pixel (always off, i.e., black)

Type 3 = a stuck pixel (one or more subpixels (red, blue, or green) are always on or always off)

The table below shows the maximum number of defects allowed (by type) per 1 million pixels (for panels with less than 1 million pixels, the dead pixel requirements must be divided by 2).

The most commonly used reference by manufacturers and service technicians is the ISO 13406-2 (currently replaced by ISO 9241-302, -303, -305, -307).
Define screen classes based on defective pixel tolerance:

Class Defects allowed per million pixels Typical use
Class I 0 defects (neither bright nor dark) Very rare, on professional/medical screens
Class II Up to 2 bright pixels, 2 dark pixels, and 5 subpixels per million Most consumer screens (TVs, consoles, laptops)
Class III Up to 5 bright, 15 dark, and 50 subpixels per million Very cheap or industrial screens

CANCELLATION OF THE WARRANTY

The warranty will be voided for the following reasons:
Items that are broken, damaged or with apparent signs of having been subjected to impact.
Items damaged by power surges or electrical currents.
Defects caused by misuse, negligent use or abusive use of the item (blows, accidents, improper handling, liquid spills, falls, etc.)
Damage caused by pressure, twisting, exposure to humidity, exposure to extreme temperatures, sudden changes in temperature, corrosion, oxidation and, in general, chemicals or substances that can alter the product.

Modifications, repairs, or openings performed by unauthorized persons or those not affiliated with kiboTEK will void the warranty. On devices that require it, such as handheld consoles or similar, if the problem is caused by an incorrect firmware (software) modification, the warranty will be completely voided if the security stickers are removed. These security stickers are specifically designed to prevent improper handling of the SD cards, as this can significantly affect the device's proper functioning. The warranty for the hardware components (speakers, screen, connectors, battery, etc.) will not be affected. If, for any reason, the SD cards are removed, we recommend creating a backup to restore the device to its original state. (Under no circumstances do we install games or ROMs on the devices.) The included SD cards are not part of the product and are not covered by the warranty. It is recommended to create a backup to ensure proper functionality in the future.

Devices that do not carry an identified IMEI number and Serial Number or that these have been altered or erased (including deterioration) or modified with respect to the number expressed in the warranty certificate or purchase invoice.
Radio control devices such as drones, helicopters, airplanes, etc., with signs of having suffered falls, blows or accidents during the flight as a result of lack of experience in the use of this type of device.
The warranty will not cover:
Damages, failures and / or loss of data caused by hackers, viruses, malware or other types of programs.
Configuration failures or incompatibility with software, hardware, peripherals, equipment or services incorporated by the client or by third parties not provided by kiboTEK.
Failures or errors resulting from failed, erroneous or performed software update or modification processes without the prior and express supervision and indication of kiboTEK.
Failures of services or applications provided by third parties not provided by kiboTEK.
Defects and damages derived from use contrary to the instructions for use and maintenance.
Cases of force majeure caused by an uncontrolled loss.
Loss of data, accounts, passwords or settings caused by misconfiguration by the customer, third parties or by the work and checks carried out by our technicians or authorized personnel.

Faults caused by normal wear and tear of the item.
Damage caused by removable trays, card adapters, etc. on the pins of the SIM slots or any other improper manipulation that could cause these damages.
In short, any product that is damaged or with obvious signs of improper handling will not be accepted.

When the warranty is voided, the repair will be invoiced. A repair estimate will be sent which will be paid by bank transfer. In case of not accepting the budget, the product will be returned to the client after transferring both the round trip postage and the labor used in the verification or test of the supposedly damaged item (€ 25 for smartphones and Gadgets / accessories / small consoles), (€ 30 for large boxes and accessories), (€ 35 for TV or urban mobility). These amounts already include VAT.

These guarantee conditions do not affect the statutory rights of the consumer protected by the applicable legislation.
kiboTEK is not responsible for the personal information contained in the storage unit (SD card and internal memory) or the SIM card.
The customer is responsible for the data or information in the material to be repaired and for making the relevant backup copies.
Likewise, the guarantee will act with respect to hidden defects and manufacturing defects of the product in accordance with article 1490 of the CC.

PROCESSING OF THE GUARANTEE

The customer must fill out the form included on this page or send an email to sat@kibotek.com explaining what is wrong with the product and indicating the order number.

Once your RMA is accepted, follow the instructions provided for shipping the item to kiboTEK. For the first six months after purchase, kiboTEK will provide a return shipping label free of charge. After the sixth month, the customer is responsible for shipping the product to kiboTEK's technical service. If the product has already been repaired, kiboTEK will issue a return shipping label within the first six months after the repair. After the sixth month, the customer is responsible for shipping the product to kiboTEK's technical service.

In the case of bulky items such as game consoles, scooters or televisions, it is the customer who must send the device to us on their own.

If the item is located outside the Peninsula (i.e., Balearic Islands, Canary Islands or the rest of Europe), the customer must send the device to us at their own expense.

Once reviewed, if the repair is under warranty, kiboTEK will be responsible for the return freight.

TIME FOR A REPAIR

The law indicates that the repair must be carried out within a reasonable period of time. From kiboTEK we guarantee that no repair will be greater than 30 calendar days, normally being resolved in less than 15 days. In the event that the repair exceeds that time, kiboTEK undertakes to replace the customer's terminal directly with another.

CONFIGURATION PROBLEM OR NO PROBLEM

If the product sent is in perfect condition (presents no problems) or if the problem is due to configuration or products not sold by kiboTEK (such as SD cards, SIM cards, software or hardware compatibility issues with external devices and routers), the product will be returned to the customer after payment of the round-trip shipping costs for mainland Spain (€12 for small consoles and accessories, €19 for Pandora Boxes and large accessories, €30 for TVs or urban mobility devices). For the rest of Europe, the costs are €29 for small consoles and accessories, €39 for Pandora Boxes and large accessories, €49 for TVs or urban mobility devices. These amounts include VAT. We may also invoice for the labor involved in checking or testing the supposedly faulty item.