MEMORANDUM

Series # : After-sales 2021-09-13 REV IV

Date : January 11, 2022
To : All Sales Employee, Dealers & Distributors
Thru : Respective Managers, RSH, KAM, RAM
From : Aftersales Department
Re : Realme AIOT Warranty Policy and Replacement Process – Revision IV

Good day!

This is to disseminate some updates and changes to the realme AIOT product warranty policy and replacement
process.

Additional: Warranty policy, refund and replacement process for realme Cooling Back clip neo, realme Techlife
Tablet cover & realme Wireless Mouse – Silent.
Replacement/ In-
realme AIOT Photos AIOT Category realme AIoT Products Fault type In-warranty (for free) Out-warranty (need to pay) Refund
warranty

realme Adventure
Backpack No repair No repair No repair NO NO
Backpack

During the warranty period, if left/right

Bad left or right earphone If the left earphone
earphones or charging case have non-
malfunctions or is lost, replace
realme Buds Q RMA 215 artificial damage and the product itself
the entire set of earphones
realme Buds Q RMA 216 Charging case malfunction has quality problems, replace the entire
(only charge a single earphone).
set of earphone.
USB malfunction Replace separately for free Can pay for new USB cable
Bluetooth Headset NO 12 months
realme Buds Air 2 Bad left earphone Replace left earphone for free Can pay for new left earphone
realme Buds Air 2 neo
realme Buds Q2 Bad right earphone Replace right earphone for free Can pay for new right earphone
realme Buds Air Charging box malfunction Replace the charging box for free Can pay for new charging case
realme Buds Air Neo
realme Buds Air Pro USB cable malfunction Replace the data cable for free Can pay for new USB cable

During the warranty period, if the smart

If the smart scale fails or is
scale has non-artificial damage and
Body Fat Scale realme Smartscale Smart scale malfunction damaged, the user can pay for a NO 12 months
product quality problems, the smart
new product.
scale can be replaced for free

During the warranty period, if the If the product has problem

product has non-human damage or caused by human or quality
realme Smart Cam
Camera Smart cam failure quality problem of the product itself, problems beyond the warranty NO 12 months
realme 360° Smart Cam
customers can replace the camera, wall period, customers can pay for a
mount or screw pack for free. new camera or wall mount.

realme Micro-USB Cable

realme Type-C Cable If the data cable fails or is
Data Cable realme Type-C Hub Data Cable failure Whole package replacement damaged, the user can pay for a NO 6 months
realme Type C SuperDart new product.
Cable

26th floor, 32nd Street Corner 9th Avenue.

One World Place, Bonifacio Global City, Taguig
 Replacement/ In-
realme AIOT Photos AIOT Category realme AIoT Products Fault type In-warranty (for free) Out-warranty (need to pay) Refund
warranty
During the warranty period, if the
toothbrush handle or charging case has
If the toothbrush handle or
a non-human damage performance
Toothbrush handle and charging base is damaged, user
failure, the toothbrush handle shall be
charging base failure can pay for a new brush handle
realme M1 Sonic Electric replaced after the inspection and
separately.
Toothbrush confirmation by the realme service
Electric Toothbrush realme N1 Sonic Electric center for free. NO 12 months
Toothbrush During the warranty period, if the brush
head has a non-human damage
If the brush head is damaged,
performance failure, the brush head
Brush head failure user can pay for a new brush
should be replaced after the inspection
head separately.
and confirmation by the realme service
center for free.（Only for DOA）

realme Mobile Game

Finger Sleeve No repair No repair No repair NO NO
Finger Sleeves

During the warranty period, if the

cooling back clip has non-artificial Can pay for new cooling back
Cooling Back Clip
damage, the cooling back clip to replace clip
realme Cooling Back Clip / for free
Handheld Fan NO 6 months
Cooling Back Clip - neo
Can pay for new thermal silicon
Thermal Silicon Pad No repair
pad

Telescopic handle damaged Telescopic handle Can pay for new handle

Luggage body damaged Whole luggage No repair

Upper handle damaged Upper handle Can pay for new handle

Side handle damaged Side handle Can pay for new handle
Password lock can not be
opened (password is No repair No repair
realme Adventure
Luggage forgotten) NO 12 months
Luggage
Password lock failure
Whole luggage Can pay for new password lock
(password is correct)
Wheels damaged Wheels Can pay for new wheels

Zipper damaged Whole luggage No repair

Lining damaged Whole luggage No repair

Supporting trestle damaged Supporting trestle Can pay for Supporting trestle
realme Powerbank
During the warranty period, if the
realme Powerbank 2
power bank has a non-human damage Out of warranty period，If the
realme Powerbank 2i
performance failure, after the realme power bank is damaged, the
Mobile Power realme Powerbank 2 Powerbank failure NO 6 months
after-sales service center has checked user can pay to replace it with a
20000mAh
and confirmed, replace the whole new one.
realme 30W Dart Charge
power bank
Powerbank
Replace a new whole selfie tripod for
Selfie tripod fault No repair
free
Selfie Stick realme Selfie Tripod NO 12 months
Selfie tripod remote control Can pay for a new remote
Replace remote control for free
fault control

During the warranty period, if the band

If the band body fails, customer
body has non-artificial damage and the
Band body failure can pay the band body
quality of the product itself, the band
realme Band separately;
body can be replaced for free;
Smart Band realme Band 2 NO 12 months
During the warranty period, if the
If the bracelet / charging seat
bracelet has non-artificial damage and
Band strap failure fails, customer can pay the strap
the quality of the product itself, the
separately;
bracelet can be replaced for free;
During the warranty period, if the
If the watch head fails, customer
watch body has non-artificial damage
Watch head failure can pay the watch head
and product quality problems, the
separately;
watch head can be replaced for free;
realme Watch
During the warranty period, if the
realme Watch 2 If the watch strap fails, customer
watch strap has non-artificial damage
Smart Watch realme Watch 2 Pro Watch strap failure can pay the watch strap NO 12 months
and product quality problems, the
realme Smart Watch S separately;
watch strap can be replaced for free;
realme Watch S Pro
During the warranty period, if the
watch charging base has non-artificial If the watch charging base fails,
Watch charging case damage and product quality problems, customer can pay the charging
the charging base can be replaced for base separately;
free;
realme Buds 2
If the data cable fails or is
realme Buds Wireless
Wired Headset Wired headset failure Whole package replacement damaged, the user can pay for a NO 6 months
realme Classic Buds
new product.
realme Buds 2 neo

26th floor, 32nd Street Corner 9th Avenue.

One World Place, Bonifacio Global City, Taguig
 Replacement/ In-
realme AIOT Photos AIOT Category realme AIoT Products Fault type In-warranty (for free) Out-warranty (need to pay) Refund
warranty

realme smart bulb realme smart bulb failure

During the warranty period, if the smart If the product has problem
bulb, night light, night lamp has non- caused by human or quality
realme motion activated
Bulbs realme night light failure human damage or quality problem of problems beyond the warranty NO 12 months
night light
the product itself, it can be replaced for period, customers can pay for a
free. new bulb, night light or lamp.
realme night lamp realme night lamp failure

During the warranty period, if the

speakers are not damaged by humans If the speaker fails, customer
Speaker failure
or the quality of the product itself, can pay the speaker separately
realme Cobble Bluetooth
replace a new whole set of speakers;
Speakers
Speaker NO 12 months
realme Pocket Bluetooth
Speaker During the warranty period, if the
If the speaker lanyard fails,
speaker lanyard is non-artificially
Speaker lanyard failure customer can pay the lanyard
damaged or the product has quality
separately
problems, replace the lanyard.

If the Air Purifier is damage, the

Air Purifier Replacement of whole Air Purifier
user can pay for a new product.

realme TechLife Air

Air Purifier NO 12 months
Purifier

Guide users to purchase on the

HEPA Filter HEPA Filter
official website.

Side brush Fault Side brush (replace seperately for free) Side brush (can pay seperately)
Roller brush (replace seperately for Roller brush (can pay
Roller Fault
free) seperately)
Right/Left wheel (replace seperately for Right/Left wheel (can pay
Edge wheel Fault
free) seperately)
Fan motor/ Roller motor/ Side brush Fan motor/ Roller motor/ Side
Motor Fault
motor (replace seperately for free) brush motor (can pay
Recharge components (replace Recharge components (can pay
Charging Fault
seperately for free) seperately)
water tank/Dust bin (replace seperately water tank/Dust bin (can pay
water tank/Dust bin Fault
for free) seperately)
Mainboard Fault Mainboard (replace seperately for free) Mainboard (can pay seperately) DOA/DAP: 7 days
If the sweeping robot
Battery Fault Battery (replace seperately for free) Battery (can pay seperately) has non-human
Radar cover (replace seperately for damage and the
Radar Fault Radar cover (can pay seperately)
realme TechLife Robot free) quality of the
NO
Vacuum product itself, the
Zipper damaged Bumper (replace seperately for free) Bumper (can pay seperately)
sweeping robot can
Power Button PCB (replace seperately Power Button PCB (can pay be replaced free of
Poor Key Contact
for free) seperately) charge
Speaker Fault Speaker (replace seperately for free) Speaker (can pay seperately) Warranty: 12 months

Fan Fault Fan motor (replace seperately for free) Fan motor (can pay seperately)

Adapter Fault Adapter (replace seperately for free) Adapter (can pay seperately)

Cliff Sensor Fault Cliff Sensor (replace seperately for free) Cliff Sensor (can pay seperately)
Vacuum
Charging base (replace seperately for Charging base (can pay
Charging base Broken
free) seperately)
WIFI antenna (replace seperately for WIFI antenna (can pay
Network Abnormality
free) seperately)
Along wall TOF (replace seperately for Along wall TOF (can pay
Abnormal along the wall
free) seperately)
Motor assembly (replace seperately for Motor assembly (can pay
Motor
free) seperately)
Motor assembly (replace seperately for Motor assembly (can pay
Battery
free) seperately)
Dust tank Dust tank (replace seperately for free) Dust tank (can pay seperately)
Inner dust tank (replace seperately for Inner dust tank (can pay
Inner dust tank
free) seperately)
Mesh filter Mesh filter (replace seperately for free) Mesh filter (can pay seperately)

Hepa filter Hepa filter (replace seperately for free) Hepa filter (can pay seperately)
realme TechLife Handheld
NO 12 months
Vacuum Cleaner
Brush roller Brush roller (replace seperately for free) Brush roller (can pay seperately)
2 in 1 brush (replace seperately for
2 in 1 brush 2 in 1 brush (can pay seperately)
free)
Crevice Nozzle (replace seperately for Crevice Nozzle (can pay
Crevice Nozzle
free) seperately)
26th floor, 32nd Street Corner 9th Tube
Avenue. Tube (replace seperately for free) Tube (can pay seperately)

One World Place, Bonifacio Global City, assembly

Wall-mounted Taguig Wall-mounted assembly (replace
seperately for free)
Wall-mounted assembly (can
pay seperately)
Adaptor Adaptor (replace seperately for free) Adaptor (can pay seperately)
 Replacement/ In-
realme AIOT Photos AIOT Category realme AIoT Products Fault type In-warranty (for free) Out-warranty (need to pay) Refund
warranty

During the warranty period, if the

device has non-human damage and the DOA/DAP: 7 days
Whole device
quality of the product itself, the whole Warranty: 12 months
device can be replaced free of charge Damaged spare parts can be
Pad realme Pad NO
paid separately
Battery
Free replacement of spare parts 6 months
USB Cable / Power Adapter

During the warranty period, if the

device has non-human damage and the
Whole device
quality of the product itself, the whole
device can be replaced free of charge
DOA/DAP: 7 days
Main components: Warranty: 2 years
screen Damaged spare parts can be
Book realme Laptop (i5 & i3) NO
mainboard paid separately
hard disk
keyboard Free replacement of spare parts
Battery
12 months
USB Cable / Power Adapter

During the warranty period, if the hair

dryer has non-human damage and the
Hair Dryer failure No repair 12 months
quality of the product itself, the whole
device can be replaced free of charge
C Hair Dryer realme Hair Dryer NO

Damaged Nozzle can be paid

Nozzle Failure Replace the nozzle for free 6 months
separately

Guide users to purchase on the

U-shaped Blade Replace U-shaped Blade
official website

Knob Replace hole beard trimmer Replace hole beard trimmer

USB cable Replace USB cable Replace USB cable

realme Beard Trimmer
Brush Replace brush No repair

Oil Bottle Replace Oil Bottle No repair

Comb 1 (10mm) Replace Comb 1 (10mm) Replace Comb 1 (10mm)

Guide users to purchase on the

Beard Trimmer U-shaped Blade Replace U-shaped Blade NO 12 months
official website

Knob Replace hole beard trimmer Replace hole beard trimmer

USB cable Replace USB cable Replace USB cable

Brush Replace brush No repair

realme Beard Trimmer
Plus
Oil Bottle Replace Oil Bottle No repair

Comb 1 (10mm) Replace Comb 1 (10mm) Replace Comb 1 (10mm)

Comb 2 (20mm) Replace Comb 2 (20mm) Replace Comb 2 (20mm)

Guide users to purchase on
Engraved Blade Replace Engraved Blade
the official website

realme Techlife Tablet

Protective shell No repair No repair No repair NO DOA/DAP: 7 days
cover

During the warranty period, if the

mouse has a non-human damage Out of warranty period，If the
realme Wireless Mouse - performance failure, after the realme mouse is damaged, the user can DOA/DAP: 7 days
Mouse Mouse failure NO
Silent after-sales service center has checked pay to replace it with a new Warranty: 6 months
and confirmed, replace the whole one.
mouse

26th floor, 32nd Street Corner 9th Avenue.

One World Place, Bonifacio Global City, Taguig
REALME AIOT PRODUCTS WARRANTY POLICY
Warranty coverage:

1. This warranty policy applies only to realme AIoT products sold in Philippine Territory.
2. The warranty of the AIOT will be activated from the purchased date.
3. To avail warranty service support for realme accessories & IoT products, customers are advised to carry
the original box pack while visiting the service center along with valid purchase proof of Invoice.
4. AIOT products are not eligible for CM, and some AIoT will only be replaced by faulty parts.
(If the Service Center/Warehouse has no stock of the AIOT, the Dealer can replace the AIOT under special
circumstances, and the AIoT replaced by the Dealer will be eligible for CM)
5. Replacement will be provided by Authorized Realme Service Center.
6. During the warranty period, if any functional failure occurs, realme will provide maintenance services free
of charge through their authorized service centers.
7. After the AIoT is repaired/replaced under warranty, the user will get the remaining warranty period as per
the purchased date of the product.

Warranty Exclusions:

1. The warranty is expired.

2. Without a warranty card or valid purchase invoice, any alteration in the warranty card, or purchase invoice.
3. Defect or damage caused due to improper self-installation by the customer or any unauthorized technician,
by improper testing, operation, demonstration, maintenance, installation, non-preinstalled software,
adjustment, alteration, or modification of any kind without following product guidelines.
4. Defect due to physical damage, liquid damage, or connection with equipment not approved by the
Company.
5. Defects or damage caused by accidents, floods, fires, strong winds, earthquakes, lightning strikes or other
natural disasters or voltage instability or other greater forces.
6. This Warranty will be Void if the type or serial no. on the AIoT product has been altered, removed or
defaced.

For your guidance and strict compliance. Thank you.

Issued By:

Ms. Marjorie Managa-Warehouse Supervisor / 11-Jan-22

Checked by:

Mr. Emman Go-Warehouse Manager / 12-Jan-22

Ms. Silvia Qiu - Aftersales Head / 12-Jan-22

Mr. Alex He- AIoT Director / 15-Jan-22

Mr. Neil Zou-realme PH CEO / 15-Jan-22

26th floor, 32nd Street Corner 9th Avenue.

One World Place, Bonifacio Global City, Taguig