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Warranty, Exchange, Refund Policy

14 Days 1-1 Exchange Policy

For 1–1 exchange to be valid, items purchased must be returned within 14 days to our service center. All accessories, packaging and receipt must be presented for the exchange. The device should not show signs of excessive wear and tear or product damaged by customer's fault. The IMEI of the returned device should be the same as per receipt and is a warrantied set sold by PT Mitra Gadget Indonesia.

You may opt to choose another item and pay the price difference. In the event where the product is no longer sold, a credit note may be offered and must be utilized within one (01) month. Extension of the expiry date is not permitted. Refund is subjected to approval and will be given in the same mode of payment that was used in the original purchase (if credit card used, please bring along the same card & the amount must be credited back into the same credit card).

Refund Policy

If the exchange period has lapsed, customers can proceed to contact the brand's service centre directly for any repair or warranty claims, if applicable. Customers are encouraged to contact the Service Centres first before visiting and bring along the original purchasing receipt/ invoice with the faulty product during your visit

Thanks for purchasing our products. Due to the nature of our business and products we sell, items that are opened are not eligible for a refund.

To be eligible for a refund, you have to return the item you have purchased to us within 7 calendar days of the purchase. The item must unopened and in its original condition. Contact our service center for an appointment for a refund if you had bought online. If you had bought from a retailer, please contact the retailer for their refund policy.

If our products arrived damaged, please contact us right away and we will handle the product under a 14 days 1-1 exchange policy.


Our products are fully guaranteed against manufacturing defects. Free servicing and replacement parts will be provided during the Warranty period if the product did not work to what it should be under normal usage as instructed in the user manual. We apologize that cosmetic appearance, general wear and tears, acts-of-god and product damaged by customer's fault (except for only package opened) are not covered in this service.

Nothing in this warranty purpose to limit, modify, take away from, disclaim, exclude or suspend any mandatory warranty requirements provided or non-excludable statutory rights you may have under the law. This warranty gives you additional protection for your product Purchase from PT Mitra Gadget Indonesia, as delivered new in the original packaging to the original end-user purchaser ("Product"), subject to the exclusions, terms and conditions here.

This Product is warranted for the specified Warranty Period from the date of original retail purchase against defects in quality and materials under normal use. To properly diagnose faults and provide warranty or repair service, we need to know what your device problem is and how it happened. If you make a statement to us that is determined on the evidence to be misleading or deceptive it will void your warranty.

PT Mitra Gadget Indonesia does not warrant uninterrupted or error-free operation of the Product. Product performance is affected by system configuration, software, applications, and your data and operator control of the system, among other factors. While the Product is considered to be compatible with many systems, it is your responsibility to determine compatibility and integration of the Product with other systems. For the avoidance of doubt, minor imperfections within design specifications and that do not materially alter the functionality of the Product are not considered a defect under this warranty.


  • Damage due to accident, misuse, abuse, alterations or vandalism, Crack screen, exterior wear & tear, exterior discoloration,
  • Water damage (as company are not able to determine the water depth of the device drop into or its exposed to running water or salt water )
  • Unauthorized modification or commercial use. 
  • Missing accessories or external parts of the Product. 
  • Cosmetic damage to outer surface/finishing and external parts of the Product, including without limitation cracks, dents or scratches on the exterior casing, screen, camera lens, buttons and other attachments.
  • Deterioration of the Product due to normal wear and tear, including without limitation rust or stains. 
  • General maintenance, password reset assistance, routine servicing and cleaning, updating/upgrading of software, installation of software or applications, product demonstration, or any other service other than repair.

Repair Process

For repair service that PT Mitra Indonesia deems as not under-warranty or warranty does not apply, User will be charged for extra replacement part, repair service cost and also, two-way delivery freight (if any).
Replacement parts enjoy the 30 days warranty period to first notification to customer on specific parts thats been replaced.
This limited warranty is only valid in Indonesia, and the Product is not eligible for any international warranty service. Warranty service may only be performed by PT Mitra Gadget Indonesia or listed authorised service centre.

Phone Care Instructions

Water Care

  • Dropping device into running water, salt water or sea is not recommended. Please avoid at all costs as water damage is not covered by the warranty.

  • IP68 waterproofing test is conducted in a laboratory environment with fresh stagnant water.

  • If your phone has come into contact with water, please dry thoroughly and avoid charging for 4 hours.

  • It is user's responsibility to ensure the covers (SIM card, Charging Ports, Earphone Ports) of the phone is properly covered.

Housing Care

  • Rugged phone are built in a tough housing that protects the screen from drops.. The housings is more shock absorbent and they reduce the amount of reverberation reaching the glass screen. This reduces the risk of breakage.

  • However even though the rugged phone is tough, it is NOT unbreakable, it is still a computer made of ordinary computer parts and dropping it can break components inside even if the screen stays intact.

Screen care

  • Avoid wiping the screen with your nails always use a clean screen cleaner.

  • Avoid pressing the screen heavily with your finger this might cause touchpanel to be insensitive.

  • Avoid direct exposure under sunlight or high heat this will damage the screen.

  • Avoid intentionally dropping your phone with the screen down as there is no protection by the housing.

  • When keeping phone in pocket or any other form of carrier, avoid potential risk of exposing screen with hard or sharp object this will damage or crack the screen.

  • If you work in a environment with metal dust, chips and shaves, the metal bits might deposit into your receiver and speaker. This will affect sound quality of the speaker.

Battery Care

  • Lithium Ion batteries should never be depleted completely. Doing so damages the battery and shortens their overall lifespan.

Further Help

Please contact us at +62 215 083 2823 between 9am – 6pm on weekdays or email us at for more details.

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