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Warranty Policy
We value your trust in our products and are committed to providing reliable after-sales support. Please review the following warranty policy carefully to understand our coverage, replacement terms, and support procedures.
1. Warranty Period
All TV boxes purchased from us are covered by a 12-month limited hardware warranty, starting from the activation date of the TV box. Except UnblockTech TV boxes, is 18 months.
This warranty applies only to hardware defects under normal use and does not cover software-related issues or damage caused by human factors.
2. Hardware Warranty & Replacement Policy
(1) Within 3 Months from Purchase – Free Replacement
If a hardware issue occurs within the first 3 months, such as:
The TV box cannot power on
The device fails to boot
The TV box cannot function normally
After confirmation by our technical team, we will send a brand-new replacement unit free of charge, including shipping.
(2) From 3 Months to 12 Months – Replacement with Shipping Fee
If the same type of hardware issue occurs after 3 months and within 12 months from the purchase date:
We will still provide a brand-new replacement unit
The customer is required to pay a shipping fee of USD 40
This shipping fee covers international logistics and handling costs.
3. Firmware Flashing & Troubleshooting Process
Some hardware-related issues may be resolved by firmware flashing (system reinstallation).
In such cases:
Our customer service or technical team will guide the customer through the flashing process
Customer cooperation is required
If the TV box still cannot be used after flashing, and our technical department confirms it is a defective unit, we will proceed with the replacement policy described above (free replacement within 3 months, or USD 40 shipping fee from 3–12 months).
4. Return Policy for Defective Units
For most TV box brands:
The defective unit does NOT need to be returned
Customers may keep the old device
Exception – UBOX TV Boxes: The TV box must be returned to Taiwan before a replacement is issued
Return instructions will be provided by our customer service team
5. Software Issues (Not Eligible for Replacement)
Software-related issues are not covered by the replacement warranty, including but not limited to:
Built-in apps lagging or freezing
Temporary playback or buffering issues
App crashes, updates, or server instability
Network or internet-related issues
These issues do not indicate hardware defects.
Software Support Services
For software-related problems, customers may contact our customer service or technical team at any time. We provide:
Remote technical support
Step-by-step troubleshooting guidance
App configuration and optimization assistance
⚠️ Software issues do not qualify for device replacement.
6. Warranty Exclusions
This warranty does not cover:
Damage caused by misuse, abuse, or improper installation
Damage caused by unauthorized repair or modification
Damage caused by liquid, fire, power surges, or external force
Issues caused by third-party apps or unstable internet connections
7. Contact Us
To request warranty support, please contact our customer service team and provide:
Order number
Product model
Description of the issue
Photos or videos if requested
You can contact us through email sales@evpadpro.com,
WhatsApp/WeChat number: +852 51781233,
Telegram: EVPADOfficial. Our team will review the case and provide the most appropriate solution as quickly as possible.
