Your Lofree product is protected. This warranty is in addition to your legal rights under consumer law.

Warranty at a Glance

• Standard Warranty Period: 12 months from delivery to you.
• Battery Warranty: Covered separately for 12 months.
• Core Coverage: Defects in materials or workmanship against product specifications.
• How to Claim: Email support@lofree.co with your proof of purchase.
• Your Legal Rights: Remain fully unaffected by this warranty policy.

What is NOT Covered by Warranty?

Please note, the warranty does not cover the following:

• Separately Sold Accessories: Items like cables or leather straps bought alone.
• User-Caused Damage: This includes incorrect use, installation, repairs, or neglect (e.g., screen "burn-in", speaker overdrive).
• Accidents & Force Majeure: Damage from lightning, fire, water, or similar events.
• Normal Wear & Tear: Consumable parts like headphone ear-pads or loose cables.
• International Use Issues: Defects arising from using a region-specific product in another country.
• Consequential Loss: Costs like shipping for claims, or loss of use of the product.
• Altered Products: Any product with a defaced or altered serial number, or unauthorized software modifications.

How to Make a Warranty Claim

If you believe your product has a covered defect:

1. Contact Support: Email us at support@lofree.co.
2. Provide Evidence: You must include your original invoice (or proof of purchase) AND clear images or video showing the problem.
3. Our Resolution: We will, at our option, repair your product or replace it with a same or similar model.

Important Note on Replacements: Limited or Special Edition products cannot be guaranteed an identical replacement.

Critical Deadlines You Must Know

Received the Wrong Item or Color?

• Action: Email support@lofree.co with a photo showing both the product and your tracking number written on paper.
• Deadline: Within 7 days of delivery.

Parcel Shows "Delivered" But You Didn't Get It?

• Action: Contact us immediately so we can investigate with the courier.
• Deadline: Within 3 months of the "Delivered" status. After 3 months, courier data is deleted and we cannot process claims or refunds.

Want to Return a Non-Defective Item?

• Policy: The customer is responsible for return shipping costs to our Hong Kong warehouse. We will refund the product cost after we receive it.

Contact Us

For all questions, claims, or support:
Email: support@lofree.co

To provide extended protection beyond the standard Lofree Warranty, we offer an optional Product Protection Plan administered by our partner, Xcotton (in partnership with AIG). This plan is a separate service contract provided by a third-party insurer, not by Lofree. Please review the following key points to understand the distinction between our manufacturer’s warranty and this optional plan.

1. Plan Overview & Relationship to Lofree Warranty

• The Product Protection Plan extends coverage for malfunctions and accidental damage beyond the duration and scope of the standard Lofree warranty.
• It is an optional, separate contract purchased at checkout. The Lofree warranty (as stated above) remains in effect and is your primary coverage for manufacturing defects.
• Lofree acts solely as an intermediary for offering this plan. All plan services, claims, and liabilities are the responsibility of the protection plan provider (Xcotton/AIG).

2. Coverage Highlights

The plan typically covers (subject to the provider’s full Terms & Conditions):

• Malfunctions during normal use occurring after the manufacturer’s warranty expires.
• Accidental damage (e.g., drops, spills, electrical surges).
• Other specific coverage as defined in the plan terms.

3. Cost, Enrollment & Activation

• The plan cost varies by product and coverage period, and is displayed at checkout.
• Coverage becomes effective on the product shipment date and runs concurrently with, then extends beyond, the Lofree warranty period.
• You will receive a confirmation email with plan details and a link to the provider’s portal after purchase.

4. Claims Process

• If you need to file a claim, you must contact the protection plan provider directly using the link in your confirmation email or by emailing support@xcottons.com.
• Xcotton’s claims specialists will guide you through their process. Lofree may assist in providing proof of purchase if needed, but does not handle or guarantee claim outcomes.

5. Returns, Cancellations & Plan Changes

• If you return your Lofree product, please notify us promptly. The protection plan may be canceled or transferred according to the provider’s rules.
• You may cancel the plan within 60 days of purchase (as per your Purchase Confirmation). Please refer to the provider’s Terms & Conditions for full cancellation and refund details.

6. Important Disclaimer

• The Product Protection Plan is provided and administered entirely by Xcotton/AIG. Lofree is not liable for the execution, quality, or outcomes of the plan or any claims.
• This optional plan does not modify, replace, or limit your rights under the Lofree Warranty or applicable consumer laws.
• Carefully review the plan’s full Terms & Conditions (provided upon purchase) to confirm coverage scope, exclusions, and procedures.

7. Contact for Protection Plan Inquiries

• For all questions regarding the Product Protection Plan, coverage, or claims, contact the provider directly--Email: support@xcottons.com
• For Lofree Warranty claims or product support, continue to use: support@lofree.co