SIHOO Terms and Conditions (T&Cs) Customer Service

PART Ⅰ - LIMITED WARRANTY
These Sihoo Customer Service Policies (these "Policies") apply solely to Sihoo products purchased from the official Sihoo website or the Sihoo Direct Store. For purchases made through authorized Sihoo resellers, please contact them directly. Sihoo or authorized Sihoo retailers provide unique security codes for products, which can be found on the product list or confirmed by contacting us at https://sihoooffice.com with your order receipt.
Coverage
Under this limited warranty, Sihoo guarantees that every Sihoo product you purchase is free from material and manufacturing defects during normal use within the warranty period. The warranty period varies for different products and parts. The warranty period for a product begins on the day the product is delivered, unless otherwise agreed between you and Sihoo.
This manufacturer's limited warranty does not affect any applicable statutory warranties.
How to Obtain Warranty Services
If a product does not function as guaranteed during the warranty period, you can request customer service by contacting us at support@sihoooffice.com and informing us of how we can assist you.
For quality-related warranty claims, the item will be replaced with a factory-refurbished and equivalent model if available; otherwise, a new item will be shipped. Warranties for all replacement products apply for the same warranty period as the original defective item.
* The warranty period may vary depending on local laws and regulations.
Use of Personal Contact Information
By availing customer service under this policy, you authorize Sihoo to store your contact information, including name, phone number, shipping address, and email address. We ensure the security of your data.
PART Ⅱ - GENERAL TERMS
Sihoo guarantees that refund service, replacement service, and warranty repair service can be requested under the following conditions. For more details, please contact Anycubic or your authorized Sihoo retailer. You must complete a refund or repair form, which should be sent to us along with the product.
Requesting Return Service
√ Within seven (7) calendar days of receiving a product, if the product has no manufacturing defect and is still in new condition.
√ Within seven (7) calendar days of receiving a product, if the product has a manufacturing defect.
√ More than fifteen (15) calendar days after receiving a product, if the product has a defect and return costs must be borne by the buyer.
Return service not provided
× Requested more than seven (7) calendar days after receiving a product.
× A product sent to Sihoo for return and refund service does not include all original accessories, attachments, or packaging, or an item is not in new or like-new condition, i.e., with cracks, dents, or scratches.
× A valid proof of purchase, receipt, or invoice is not provided, or it is reasonably believed to be forged or tampered with.
× Any defect or damage to the product is caused by unauthorized use or modification of the product.
× Product labels, serial numbers, water-resistant markings, etc., show signs of manipulation or alteration.
× Damage to the product caused by uncontrollable external factors, including fire, floods, strong winds, or lightning strikes.
× A product is not delivered to Sihoo within seven (7) calendar days after the confirmation of the refund service by Sihoo.
× Other circumstances listed in this policy.
Requesting Replacement Service
√ Within fifteen (15) calendar days of receiving the product, if the product has suffered significant transport damage, provided that Sihoo can be presented with the damage proof issued by the carrier.
√ Within fifteen (15) calendar days of receiving the product, if the product does not match the original product description in one or more significant aspects.
√ Within fifteen (15) calendar days of receiving the product, if the product experiences a performance failure.
Replacement service not provided
× Service requested more than fifteen (15) calendar days after receiving a product.
× Legal purchase receipts, receipts, or invoices are not provided, or it is reasonably believed that they have been forged or manipulated.
× A product sent to Sihoo for exchange does not include all original accessories, attachments, and packaging or contains parts damaged by user error.
× A product has no defects after all appropriate tests by Sihoo have been conducted.
× Any defect or damage to the product is caused by unauthorized use or modification of the product.
× Product labels, serial numbers, water damage, etc., show signs of manipulation or alteration.
× Damage caused by uncontrollable external factors, including fires, floods, strong winds, or lightning strikes.
× The received product is not returned to Sihoo within seven (7) calendar days after Sihoo's replacement confirmation.
× A carrier's proof of transport damage cannot be provided.
× Other circumstances listed in this policy.
Shipping costs must be borne by the buyer in the following situations
√ Returns of products for reasons other than proven defects
√ Buyer's accidental returns
√ Returns of personal items
√ Returns of items alleged to have defects but confirmed as functional by Sihoo quality control
√ Returns of defective items in international shipping
√ Costs related to unauthorized returns (all returns made outside the approved warranty process)
Part Replacement for Quality-Related Issues
All quality-related defects in items sold directly by Sihoo are covered by a comprehensive warranty from the date of purchase. The replacement part provided by Sihoo may not be new, but it will be in good operational condition and at least functionally equivalent to the original product or part's warranty. A replacement part is covered for the remaining time of the original product's warranty.
What to do before availing customer service
√ The buyer must provide sufficient proof of purchase.
√ Sihoo must document what happens when buyers attempt to repair the product.
√ The serial number of the defective item and/or visible evidence representing the defect is required.
√ It may be necessary to submit an item for quality inspection.
Valid Proof of Purchase:
Order number from online purchases made through Sihoo or authorized Sihoo resellers
Sales invoice
Dated receipt from an authorized Sihoo retailer containing a description of the product along with its price
Please note that more than one type of proof of purchase may be required to process a warranty claim (e.g., transfer receipt and confirmation of the address to which the item was originally shipped).
Part Ⅲ – Return Policy
1. Under what conditions can I request a return?
If you receive a damaged, defective, or incorrect item, or if you are not completely satisfied with your purchase, please contact our support team at support@sihoooffice.com within 3 days of receipt. Returns must be in original condition and must be received within 30 days of receipt or purchase date. Shipping and delivery fees for overdue items will not be refunded.
2. What should I prepare for a successful return?
For refunds on eligible items, proof of purchase is required, along with the tax amount paid according to applicable national law. The following will be accepted as proof of purchase: original paper receipt, e-receipt, or order number).
Please send the package back to our warehouse via the delivery center or the pickup and delivery service.
3. How can I confirm if the return was successful?
Please closely track the shipping status of your returned package. Upon return to
our warehouse, please allow up to 14 business days for your return to be processed. When your return is confirmed, your refund will be processed immediately.
Part Ⅳ – Personal Data Protection
For customer data protection, please read the following privacy policy carefully.
Customer Data Privacy Policy
SIHOO respects and is committed to maintaining the confidentiality, integrity, and security of non-public personal data and other personal data from its former, current, and potential customers. Your privacy is important to us. Please read this privacy policy to understand more about the information SIHOO collects from you and how SIHOO uses it.
What Information Do We Collect?
Your Account Information: When you create an account, you may be asked to provide certain information, such as your name, address, phone number, and email address.
Payment Information: We use an external payment processor (currently PayPal) to securely process your personal payment information. When you place an order, your credit card information is encrypted and transmitted directly to the credit card company. We do not store your credit card information and do not control or are responsible for the credit card company's collection or use of your information. However, we may collect your credit card company's account number to verify the transfer.
Customer Support: When you contact us, you may provide information about SIHOO products you own and your contact details for customer support.
Product Usage: We collect information about how you use our products.
Device Characteristics and Operation: We collect certain information from and about your device, such as device number, model, hardware and software version, signal strength, IP addresses, and other information.
Server Logs: SIHOO servers automatically collect and store certain information in server logs, such as your search queries, IP addresses, hardware settings, browser type, browser language, date and time of your request, referring URL, and certain cookies that identify your browser or account.
Cookies: Cookies are small text files sent to or retrieved from your web browser or computer hard drive. A cookie typically contains the domain name (internet address) from which the cookie originates, the "lifetime" of the cookie (i.e., when it expires), and a randomly generated unique number or similar identifier. A cookie can also contain information about the device, such as user preferences, browser history, and activities performed. We use cookies to: 1) store and process items in the shopping cart; 2) understand and store user preferences for future visits; 3) track advertisements; 4) collect aggregated data about website traffic and interactions to offer better website experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.
How Do We Use Your Information?
To Process Transactions: We use your information to process payments you make through the website.
To Send Regular Emails: The email address you provide for order processing or your account may be used to send you information and updates regarding your order, as well as occasional company news, updates, marketing newsletters, related product or website information, including updates to our terms and policies and other important news from time to time.
Service Improvement: We use your information to understand how people use the website and to evaluate and improve the website. Additionally, we use your information to research, develop, and test new products and features and to conduct troubleshooting activities.
Security and Privacy: We use your information to verify account details and activities.
How Do We Protect Your Data?
We implement various security measures to maintain the security of your personal information when you place an order or enter, transmit, or access your personal information. We offer the use of a secure server. All provided sensitive information/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway provider's database, accessible only to those with special access rights to such systems who are required to treat the information confidentially. After a transaction, your private data (credit card information, social security numbers, financials, etc.) will not be stored on our servers.
How Can You Manage Your Information and Account?
Change Information: You can review and change your account profile information by logging into your account and visiting the account settings page.
Unsubscribe: Detailed unsubscribe instructions are included at the bottom of each email. You can also unsubscribe by logging into your account and visiting your account settings page.
Delete Account: If you wish to delete your account, please contact our customer service.
Third-Party Links
Occasionally, we may include links to third-party websites on our website. These third-party sites have separate and independent privacy policies. Please use these third-party sites with caution. We assume no responsibility or liability for the content and activities of these linked sites.
Children's Online Privacy Protection Act
We comply with the requirements of the Children's Online Privacy Protection Act and do not collect information from children under 13 years of age or market to them specifically.
CAN SPAM Act
To comply with the CAN-SPAM Act, we agree to the following:
Do not use false or misleading subjects or email addresses;
Identify the message as an advertisement in a reasonable manner;
Include the physical address of our business or main office;
Monitor third-party email marketing services for compliance (if applicable);
Honor opt-out/unsubscribe requests promptly.
Allow users to unsubscribe by using the link at the bottom of each email.
Changes to Our Privacy Policy
SIHOO reserves the right to revise and update this privacy policy from time to time. Changes and clarifications will take effect immediately upon posting on the website. Your continued use of the website after the time of posting the changes indicates your acceptance of these revised changes. Therefore, please regularly check this privacy policy for updates.
For More Information:
Tel: +86 18902890860
HONGKONG SIHOO INTELLIGENT HOME CO., LIMITED
9/F MW TOWER NO 111 BONHAM STRAND
SHEUNG WAN HONGKONG ISLAND