Warranty

Warranty Policy and Terms

SXL Servers (Warranty A)

• All SXL computers come with a warranty label on top of the computer main unit. If your warranty number start with “A”, it is eligible for our Class A warranty services
• SXL will provide free-of-charge on-site warranty on hardware and pre-loaded software during our office hours.
• Warranty period is normally 1 year after delivery, but customer may choose to extend it to 3 years or 5 years by paying a reasonable fee.
• This service does not cover non-SXL installed hardware or software, but such services are available at our regular service charge.
• Telephone or remote-control support will be provided by default. On-site service will only be provided if identified by SXL as necessary.

SXL Workstations (Warranty B)

• All SXL computers come with a warranty label on top of the computer main unit. If your warranty number start with “B”, it is eligible for our Class B warranty services
• SXL will provide free-of-charge on-site warranty on hardware and pre-loaded software during our office hours.
• Warranty period is normally 1 year after delivery.
• This service does not cover non-SXL supplied hardware or software, and problems caused by computer virus, greyware or user installed software.
• Telephone or remote-control support will be provided by default. On-site service will only be provided if identified by SXL as necessary.

SXL Upgrades/Others (Warranty C)

• All SXL computers come with a warranty label on top of the computer main unit. If your warranty number start with “C”, it is eligible for our Class C warranty services
• SXL will provide free-of-charge warranty on hardware only.
• Warranty period is normally 1 year after delivery.
• This service does not cover non-SXL supplied hardware or software, and problems caused by computer virus, greyware or user installed software.
• Customer is responsible to carry/pickup the defective device to our office or shop for repair.

Non-SXL Computers (Lenovo, HP, Dell, etc)

• SXL will provide on-site installation and support service on the computer main unit within the first month after delivery.
• This service does not cover non-SXL supplied hardware or software, and problems caused by computer virus, greyware or user installed software.
• the Original Equipment Manufacturer (OEM) will provide one or more years of warranty on the equipment.
• Customer shall directly contact the OEM for any warranty services after the first month of delivery. The contact information of major OEM suppliers can be found here.

Computer Peripherals and Spare Parts.

• Peripherals and Spare Parts include Printers, Monitors, Web Cams, Chinese-input Pen, Interface cards, disk drives, etc.
• For DOA (Dead-On-Arrival) claims, SXL will provide free-of-charge replacement for the product. DOA must be claimed within 7 days after delivery, and is identified by SXL as eligible.
• For RMA (Return Material Authorization) claims, Customer shall contact the OEM or Distributor directly if the equipment come with a warranty card.
• If the equipment does not come with a warranty card, SXL will provide 1 year warranty service. Customer shall ship/pickup the defective equipment to SXL and provide a valid proof-of-purchase (SXL Invoice or Delivery Note). SXL will then send the equipment to our supplier for service.

Computer Accessories

• Accessories include keyboard, mouse, speakers, headphone, microphone, cable, mouse pad, etc.
• When there is a manufacturing defect, as identified by SXL within 7 days after delivery. SXL will replace the equipment.

Software Packages

• Software Packages means any packaged software, such as Windows, Office, Antivirus, etc.
• Software cannot be replaced with another product once the package is opened or the serial/key is registered.
• Where there is a manufacturing defect on the installation disc or manuals, as identified by SXL. SXL will provide replacement service within 7 days after delivery.
• SXL does not guarantee the performance and compatibility of any software product. Customer shall contact the original software developer for technical support and services.
• If the software is a license only (such as Microsoft Open License), SXL will not provide any warranty service.

Consumables

• Consumables include USB Flash drive, SD/MMC/MS or any flash memory cards, writable CD/DVD/floppy disks, printer papers/labels, printer ink/refills/toner cartridges, screen filters. etc.
• Customer may return consumables within 7 days of purchase for replacement, provided that the original product is still sealed and in totally resellable condition.
• Customer is responsible to ship the defective product to SXL.

General Warranty Terms and Conditions

1. For SXL products that come with on-site warranty, SXL will provide free-of-charge on-site services for urban areas near MTR stations (except outlying islands).
2. There is a call charge, currently HK$250, for sub-urban areas, such as but not limited to, Tuen Mun, Yuen Long, Sai Kung, Lo Wu, Tung Chung, Sai Wan, Pok Fu Lam, Stanley, Tai Tam, Shek O, Ap Lei Chau, The Airport, and Discovery Bay.
3. SXL does not provide services for out-lying island, restricted areas and any area that cannot be reached by public bus.
4. SXL does not provide services outside Hong Kong.
5. Normally, SXL will provide services on the same or next business day after receiving the request (exclude Saturday, Sunday and public holidays).
6. Our on-site warranty does NOT cover the following conditions, at SXL’s sole discretion.
   1. diagnosis or repair of un-repeatable failures
   2. modify equipment’s configuration or enhance equipment’s capability
   3. problems of accessories, peripherals, attachments, consumables, cables, printer heads, keyboard and mouse
   4. damages caused by accident, natural disaster, fire, water, war, improper use or transportation by customer.
   5. the equipment are not located in suitable and safe environment, or being used with in-proper items.
   6. problems on general operational works
   7. work performed by non-SXL’s personnel (including the Customer)
7. SXL will perform the service at our soonest possible. However, SXL do not guarantee on the total time required to perform the service. In such case, SXL will inform the customer from time to time about the progress of the service.
8. The “Lifetime carry-in labor-free warranty” cover any hardware failure of the equipment after our normal warranty expire. We will not charge any labor cost for this service, but any hardware cost are charged at our regular retail price.
9. Telephone support service are provided for technical questions only. We do not provide telephone support for general and operational questions. It is the customer’s responsibility to learn how to use computers and software.
10. Some services are perform by third party, such as the original manufacturer or distributor of the product. In such case, SXL shall not be able to guarantee the service quality and service time. Terms and conditions of the third-party will apply.
11. Customer is responsible to backup their data and software stored inside the equipment before requesting SXL to performing any diagnostic or repair work. In no event shall SXL be liable for any direct or in-direct damage to the software and data.
12. In no event shall SXL be liable for any direct or in-direct damage (including loss of profits) on any equipment, and facilities not covered under this warranty.
13. SXL’s entire liability shall in any event not exceeding the current market value of the defective component.
14. Any warranty service is not transferable and not re-fundable
15. In case of a free-of-charge service, if there is any argument, the judgment is at SXL’s sole discretion. SXL reserve the right to suspend or modify any terms or conditions of free-of-charge warranty service by posting a notice on this web site.