CareCentric Guarantee

 

Coverage Duration:

Warranty period (1 year from the date the goods are shipped and are on board for delivery to the customer).

 

Types of Coverage:

1. Defects in Materials and Workmanship: Covers any defects that arise from the manufacturing process.

2. Finish and Coating: Assurance against peeling, chipping, or other deterioration of the product's finish or coating.

3. Shipping Damage Protection: Covers damages that occur during transit to the customer.

 

Exclusions:

Damage due to misuse, neglect, accidents, or normal wear and tear.

Alterations made by the customer.

 

Claim Process:

1. Claim submission by Email:

The customer sends an email to a designated warranty claims address (care@winko.com.hk)

Required Information:

In the email, the customer should include:

l Subject line: Warranty Claim – [Product Name/ Model]

l Order Number: To identify the order associated with your claim.

l Description of the issue: A brief explanation of the defect or problem.

l Photos: Attach clear images of the product and the issue.

 

2. Acknowledgment:

Upon receiving the claim, we will send an acknowledgment email within 2 business days, confirming receipt and providing a claim reference number.

 

3. Claim Assessment:

The warranty team reviews the claim and images. If additional information is needed, they will request it via email.

 

4. Resolution:

After assessment, we will reply with:

l Approval for replacement or repair.

l Instructions for returning the defective item, if necessary.

l Estimated time for resolution.

5. Follow-Up: after the claim is resolved, send a follow-up email to ensure customer satisfaction and gather feedback on the claims process.

 

Feedback Mechanism:

An invitation for customers to provide feedback on warranty experience to improve service.