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Warranty
Last Updated: September 30, 2026
This Product Warranty & Repair Service Policy (“Policy”) applies to Fuzozo products sold through the official Fuzozo website to customers in the United States, Europe, and Canada.
1. Scope of Application
This Policy applies to warranty and repair services for Fuzozo products sold through the official Fuzozo website to customers in the United States, Europe, and Canada.
Nothing in this Policy limits or excludes any rights or remedies available to consumers under applicable laws and regulations.
2. Warranty Period
The warranty periods for Fuzozo products are as follows:
| Covered Item | Warranty Period | Details |
| Main unit and internal components | 1 year from the date you receive the product | Includes the main board, power board, display, motor, built-in battery, speaker, and other internal components |
| Plush exterior, filling materials, and decorative parts | 1 year from the date you receive the product | Limited to defects in materials or workmanship. Stains, wear, changes in fur texture, and other deterioration resulting from normal use are excluded |
| Included charging cable, brush, strap, and bracelet | 3 months from the date you receive the product | Limited to defects in materials or workmanship |
The warranty period begins on the date you receive the product.
When requesting warranty or repair service, please provide your order number or other proof of purchase so we can verify your order and delivery date.
We will verify the purchase using our official website order records.
If the purchase cannot be verified, we may request additional information or documentation.
If an extended warranty or other special warranty applies to your purchase, the specific terms of that warranty will apply.
3. Defects Covered by the Warranty
If, during the applicable warranty period, a malfunction occurs under normal use in accordance with the user manual and other instructions provided by Fuzozo, and the malfunction is caused by defects in materials, workmanship, or product quality, we will provide an appropriate remedy free of charge, such as:
- Repair;
- Replacement of parts; or
- Replacement of the product.
The appropriate remedy will be determined reasonably based on the condition of the product, the nature of the malfunction, parts availability, product availability, and other relevant circumstances.
Final warranty eligibility will be determined after we receive and inspect the product, where physical inspection is required.
4. Exclusions from Warrant Coverage
The warranty does not apply in any of the following circumstances, even if the product is still within the warranty period:
- Malfunction or damage resulting from use contrary to the user manual or other instructions provided by Fuzozo;
- Malfunction or damage caused by dropping, impact, compression, exposure to water, water ingress, excessive humidity, or other external factors;
- Malfunction or damage resulting from disassembly, modification, or repair performed by the customer or a third party not authorized by Fuzozo;
- Malfunction or damage resulting from the use of parts, chargers, cables, accessories, or other items not specified or approved by Fuzozo;
- Malfunction or damage caused by fire, earthquake, lightning, flood, or other events not attributable to Fuzozo;
- Normal wear and tear, stains, discoloration, changes in fur texture, natural battery degradation, or other deterioration due to aging or normal use;
- Minor cosmetic changes that do not affect the functionality of the product, except for defects in materials or workmanship that existed at the time of purchase;
- Cases where the serial number, device ID, or other identifying information has been removed, altered, or rendered illegible, making it impossible to identify the applicable product;
- Issues caused by the communication environment, third-party services, app settings, account settings, or similar factors where no malfunction of the product itself can be confirmed;
- Cases where the order or delivery date cannot be verified; or
- Products for which the applicable warranty period has expired.
5. Repair Fees
The standard repair fees are as follows:
| Service | Covered by Warranty | Not Covered by Warranty |
| Main unit / major components | Free of charge | USD $60 per unit, per repair request |
| Included accessories | Free of charge | USD $12 per service request |
Repairs covered by the warranty are provided free of charge.
For repairs to the main unit or major components that are not covered by the warranty, the standard repair fee is USD $60 per unit, per repair request.
For included accessories such as charging cables, brushes, straps, and bracelets, non-warranty service is USD $12 per service request.
If multiple accessories require service at the same time, the applicable fee will be provided before work begins.
If repair of the main unit and replacement of accessories are performed together, the applicable charges may be combined. In such cases, the total amount will be provided before work begins.
If the product cannot be repaired, requires replacement of the main unit, or requires work beyond the scope of standard repair, we will inform you of the proposed solution and any applicable costs before beginning the work.
We will not perform paid repair work exceeding the amount previously quoted without your consent.
If you decide not to proceed with the repair after receiving a quotation, no repair fee will be charged. However, return shipping and any other costs disclosed to you in advance may remain your responsibility.
6. Shipping Costs
For warranty-covered repairs, Fuzozo will cover the necessary shipping costs for sending the product to the designated repair location and returning the repaired or replacement product to the customer.
For repairs that are not covered by the warranty, the customer is responsible for the cost of shipping the product to the designated repair location.
Applicable return shipping costs for non-warranty repairs will be communicated to the customer before paid repair work begins.
After contacting us, we will review the information provided and send you the applicable shipping instructions.
Please do not ship the product before receiving shipping instructions from Fuzozo.
If the preliminary assessment differs from the final warranty determination after the product is received and inspected, responsibility for shipping costs may be adjusted based on the final warranty determination.
If the product is shipped using a method different from the method specified by Fuzozo, we may be unable to accept the shipment, or additional shipping costs may apply.
7. Repair Process
The repair process is as follows:
（1）Contact us by email and provide the information necessary for us to review your request.
（2）We will review your request and provide an appropriate solution and, where applicable, shipping instructions.
（3）Follow our instructions and ship the applicable product to the designated address.
（4）After receiving the product, we will inspect the reported issue and determine whether the repair is covered by the warranty.
（5）If the repair is covered by the warranty, we will inform you of the repair details and proceed with the repair.
（6）If the repair is not covered by the warranty, we will inform you of the proposed repair, repair fees, and applicable shipping costs.
（7）Non-warranty paid repairs will begin only after we receive your approval and confirm payment.
（8）After the repair is completed, the product will be returned to your registered address.
Replacement of Included Accessories
For issues involving accessories included with the Fuzozo main unit, such as the charging cable, brush, strap, or bracelet, we will first review the reported issue.
If the accessory is determined to be covered by the warranty and physical inspection is not required, we may ship a replacement accessory directly to your registered address without requiring you to return the accessory.
If the issue is not covered by the warranty, or if physical inspection is necessary, we will provide further instructions.
Accessories sold separately will be treated as standalone products and handled according to the applicable warranty and repair process.
8. Repair Time
Warranty-covered repairs are generally completed within approximately 5 business days after we receive the product.
For repairs not covered by the warranty, we will generally provide inspection results and a repair quotation within approximately 5 business days after receiving the product.
After receiving your approval and confirming payment, the repair will generally be completed within approximately 5 business days.
These timeframes are estimates only. Repairs may take longer depending on factors including:
- Reproduction of the reported issue;
- Availability of replacement parts;
- Nature of the repair;
- Logistics conditions;
- Holidays and non-business days; or
- Other relevant circumstances.
Shipping time is not included in the above estimates.
9. Data and Settings During Repair
As part of the repair process, we may:
- Reset the product;
- Update its software;
- Replace components; or
- Replace the entire unit.
Depending on the repair performed, settings, history, or other data stored on the product may be deleted or changed.
Before sending the product for repair, you are responsible for recording or backing up any information that can reasonably be saved or recorded.
Unless expressly stated otherwise, Fuzozo does not guarantee the preservation, restoration, or complete transfer of settings or data existing before repair.
Personal information collected in connection with warranty and repair services will be handled in accordance with our Privacy Policy.
10. Shipping Precautions
Please send only the product and accessories specifically requested by Fuzozo.
Do not include removable decorations, straps, personal belongings, or other items that are not necessary for the repair unless we specifically ask you to send them.
Use sufficient protective packaging and cushioning materials to prevent damage during transit.
If the product presents a potential safety issue, including overheating, smoke, significant battery swelling, or water damage, do not ship it on your own initiative. Please contact us first for further instructions.
11. Warranty After Repair or Replacement
Repair or replacement does not restart the original warranty period.
For parts replaced as part of a warranty-covered repair, warranty coverage will continue for the longer of:
- The remaining period of the original warranty; or
- 90 days from the date you receive the repaired product.
If the entire main unit is replaced, warranty coverage will continue for the longer of:
- The remaining period of the original warranty; or
- 90 days from the date you receive the replacement product.
For parts repaired or replaced as part of a paid, non-warranty repair, a 90-day limited warranty applies from the date you receive the repaired product, solely for defects affecting the same part and arising from the same cause.
New damage or malfunction resulting from dropping, exposure to water, misuse, or any other circumstance excluded under Section 4 is not covered by the warranty described above.
12. Replacement Parts and Replaced Products
Unless otherwise agreed, any parts removed during repair and any products replaced as part of a repair or replacement service may be retained and disposed of appropriately by Fuzozo.
13. Circumstances Where Repair May Not Be Accepted
We may be unable to accept a product for repair in any of the following circumstances:
- Disassembly, modification, or repair by the customer or an unauthorized third party makes it impossible to confirm the safety or repairability of the product;
- Severe contamination, unusual odors, insect infestation, or other hygiene or safety issues make repair work difficult;
- Repair is technically impracticable due to discontinuation or unavailability of parts or other technical reasons;
- The product is so severely damaged that it cannot be safely repaired or returned;
- We are unable to obtain your approval of the repair or confirmation of required payment; or
- Repair is otherwise impracticable for reasonable reasons.
If we are unable to accept the repair, we will inform you of the reason and any applicable return arrangements.
14. Payment and Receipts
The available payment method for paid repairs will be provided together with the repair quotation.
Receipts or other applicable payment documentation will be issued in accordance with our procedures after payment has been completed.
15. Unclaimed Products or Inability to Contact the Customer
If your response, payment, or receipt of the product is required in connection with a repair, quotation, return shipment, or other procedure, we will contact you using the email address or other contact information associated with your request.
If six months have passed from the date of our first contact and we remain unable to contact you, or the required response, payment, or receipt has not been completed, we may send a final notice using your registered contact information.
If we receive no response for at least 14 days after the deadline specified in the final notice, we may dispose of or otherwise handle the product in accordance with applicable law.
If the product is disposed of, we will delete data stored on the product to the extent technically feasible and reasonable.
16. Contact Information
If you have any questions regarding product warranty or repair services, please contact us:
Company Name
ROBOPOET TECHNOLOGY HONGKONG LIMITED
Brand Name
Fuzozo
Email
support@fuzozo.net
Registered Address
FLAT/RM 3F BLK B 1/F
PROFICIENT INDUSTRIAL CENTRE
6 WANG KWUN ROAD
KOWLOON BAY, HONG KONG
For warranty or repair inquiries, please include your order number, the email address associated with your order, and a description of the issue. Where applicable, please also provide photos or videos showing the issue so that we can review your request more efficiently.
17. Changes to This Policy and Applicable Terms
As a general rule, the warranty terms applicable to a product will be those in effect at the time the product was purchased.
Repair fees, shipping charges, repair procedures, and other repair service conditions will generally be those published at the time the repair request is submitted.
Changes that are more favorable to customers, or changes required by applicable law, may be applied after they take effect.
If this Policy is amended, the updated version will be published on our official website or communicated through another appropriate method.
ROBOPOET TECHNOLOGY HONGKONG LIMITED
Brand: Fuzozo