Samsung Care+ Frequently Asked Questions

• Samsung Care+ provides enhanced coverage including extended warranty and battery replacement with a complimentary accidental damage and liquid damage device insurance coverage.
• Samsung Manufacturer's Warranty covers defects that occur under normal operating circumstances. The warranty does not cover the defect caused by, accidental damage or consumable parts (E.g. Battery).

• Complimentary device insurance coverage for accidental and liquid damage underwritten by Hong Kong or Macau designated insurance companies#
• Unlimited repair services for mechanical and electrical defects
• Free battery replacement when it holds less than 80% capacity of its original specification
• Replacement device when the device cannot be repaired or beyond economic repair (BER)
• Repairs performed only by Samsung's Authorised Service Centre
• Use of Samsung genuine parts for repair

We advise you to read the full terms and conditions of our service plan before purchasing. Some of the key exclusions to our service plans are:

• The warranty does not cover normal deterioration, malfunctions and destruction caused by accidents, incorrect operations, deliberate damages or negligence
• Replacement/Support for any data stored in the device
• Damage arising from unauthorised software/virus and software faults
• Failure of device to operate due to network infrastructure or subscription service issues

Except for the related content in Samsung Care+ as modified herein, the terms and conditions contained in the original manufacturer’s warranty shall apply to the Plan. Please visit http://www.samsung.com/hk_en/support/warranty/ for the Warranty Information.

Samsung Care+ Screen Care provides one-time inner display replacement service within effective period, regardless of condition of the Galaxy device. Samsung Care+ Screen Care is a customer service plan, not a contract of insurance exclusive on Galaxy Z devices. The relevant Samsung mobile devices must be brand new genuine products purchased from Hong Kong or Macau authorised dealers.

• Samsung Care+: Ideal for customers who are looking for extended and comprehensive protection, including drops, spills and battery degradation.
• Samsung Care+ Screen Care: Ideal for customers who concern on screen demand for new Galaxy device.

Your Samsung Care+ service plan will expire at the end of the contract period.

Samsung will terminate your service plan if:

1. Your mobile device’s IMEI number or serial number has been removed or altered.
   
2. Your mobile device has been repaired by a service centre that is not a Samsung's Authorised Service Centre.
3. We have served you with a replacement service (as appropriate) during the extended warranty service.

You should select a suitable service for each Galaxy device.

Yes. You must provide a copy of the purchase invoice / sales receipt of the new Samsung mobile device to our authorised resellers. The purchase invoice / sales receipt shall clearly indicate the purchase date and model of your new Samsung mobile device, and the name of the authorised reseller. Please also present proof of replacement if the mobile device has been replaced by reseller.
Samsung reserves the right to reject any new Samsung mobile device where it has reasonable grounds to believe such device does not meet any requirement of this Service Plan.

If you have purchased Samsung Care+ before the replacement, you do not need to purchase again. You must keep the proof of the replacement and inform us by calling Samsung Care+ Service hotline, according to the region of purchase, within 30 days to update your replacement record.
Hong Kong
Tel.: +852 5808 0286
Email: cs.hk@careplus.co
Macau
Tel.: +853 6825 8570
Email: cs.mo@careplus.co

You can walk-in to the nearest Samsung Authorised Service Centres for repair services. Please visit https://www.samsung.com/hk_en/support/service-center/ for more information and operating hours.

You can contact our service hotline Hong Kong: +852 3698 4698; Macau: +853 0800 333 or call to Samsung Authorised Service Centre to track the status of your repair directly.

Your Samsung Care+ service plan will expire at the end of the contract period. Samsung will terminate your service plan if:

1. Your mobile device's IMEI number or serial number has been removed or altered.
   
2. Your mobile device has been repaired by a service centre that is not a Samsung's Authorised Service Centre.
   
3. We have served you with a replacement service (as appropriate) during the extended warranty service.

No cancellation or refund is available for Samsung Care+ service plan.

# Accidental damage and liquid damage device group insurance provided by Hong Kong or Macau designated insurance companies:

• Hong Kong: Bolttech Insurance (Hong Kong) Company Limited
• Macau: Fidelidade Macau - Insurance Company Limited