We offer a one-year warranty for purchases on oukitel.com. After that, repairs will incur charges. The warranty period is measured starting on the date the original consumer purchaser received the products.
How to claim your warranty?
Step 1. Identify the Appropriate Customer Service Team
*** For purchases made on oukitel.com, please contact contact@oukitel.com.
*** For purchases made on Amazon, please contact amazon@oukitel.com.
*** For purchases made on AliExpress, please contact AliExpress@oukitel.com
*** For purchases made on other platforms, please contact support@oukitel.com.
Step 2. For Purchases on oukitel.com
When seeking after-sales service, contact the oukitel.com customer service team at contact@oukitel.com.
*** Please include the following in your email
- Your order number, a complete screenshot of the order, and the IMEI number of the product requiring after-sales service.
- A detailed and clear description of the problem you encountered.
- Attach a photo or a short video demonstrating the issue.
Step 3. Await and Respond to the Customer Service Representative's Reply
Cooperate with the representative to resolve the problem.
***In Case of Product Replacement or Return***
- If your product qualifies under Oukitel's warranty policy, you will receive a return application form from the customer service representative.
- Oukitel will replace the product within 15 working days* after confirming the arrival of the defective product at the warehouse. The final solution depends on the availability of replacement products.
***For Screen Cracks or Damage***
- If You Purchased Oukitel's Screen Protection Insurance
- If You Didn't Purchase Oukitel's Screen Protection Insurance
*** For Parcel Delay, Loss & Transit-Related Goods Damage***
- If you didn't purchase "Worry-Free Purchase" for your parcel when ordering, please contact contact@oukitel.com.
- If you did purchase it, you should file a claim with the insurer through https://resolve.seel.com.
Exclusions and Limitations
This warranty does not apply:
· Non-quality related issues;
· Purchases without valid proof of purchase;
· Items that have been refunded;
· Items that have expired their warranty period;
· Any defects or damages caused by misuse of products, unauthorized modification, dis-assembly or operation not in accordance with the official instructions or manuals;
· Any defects or damages caused by exposure to excessive heat, liquids or other external causes;
· Any defects or damages caused by reliability or compatibility issues when using unauthorized third-party parts;
· Lost or stolen products;
· Free products.
Valid Proof of Purchase
Order number of purchases made through oukitel.com;Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel.
Rugged Phone Care Guide & Warranty Exclusions
1. IP Rating Disclaimer
Oukitel rugged phones have been tested in a controlled laboratory environment and are rated IP68/IP69K/MIL-STD-810H under IEC standard 60529. Please note that splash, water, and dust resistance are not permanent conditions, and resistance might decrease as a result of normal wear and tear. The laboratory tests do not fully simulate all real-world environments.
2. Proper Care & Maintenance
To maintain your device's durability and prevent voiding your warranty, please follow these guidelines:
- Seal All Ports: Before exposing the phone to water or moist environments, ensure that all rubber port covers (USB charging port, SIM card slot, earphone jack) are completely and securely closed.
- Do Not Charge When Wet: Never attempt to charge a wet device. If the device has been exposed to water, dry it completely with a soft cloth and allow the USB port to air dry fully before inserting a charging cable.
- Rinse After Salt/Pool Water: If the device is exposed to seawater, chlorinated pool water, or other liquids (like beverages), rinse it gently with fresh water and dry it thoroughly.
- Avoid Extreme Conditions: Do not expose the device to high-pressure water jets, steam, or extreme temperatures beyond its rated specifications.
3. Specific Warranty Exclusions
The Oukitel Limited Warranty does not cover damage caused by human error or improper use. This includes, but is not limited to:
- Liquid Damage: Any internal water or liquid damage resulting from failure to properly seal the waterproof rubber ports, submerging the device beyond its rated depth or time limit, or water damage caused by dropping the phone.
- Charging Port Short Circuits: Motherboard or port damage caused by plugging a charging cable into a wet, damp, or debris-filled USB port.
- Accidental & Cosmetic Damage: Scratches, dents, fading, or structural damage (e.g., shattered screens or broken casings) caused by drops exceeding the product's stated MIL-STD test limits, or drops onto sharp/uneven surfaces.
- Unauthorized Repair: Any damage or compromised waterproofing resulting from disassembly, modification, or repair by non-authorized individuals.