Thank you for choosing Xeep. This Warranty Policy covers the Xeep Device (Model H59). We stand behind the quality of our hardware and are committed to providing a reliable wellness monitoring experience.
This warranty is provided by XEEP PLT and applies to all Xeep Devices purchased through official channels (xeep.io, authorized retailers, or the Xeep mobile application).
The Xeep Device may be purchased as part of a subscription bundle (Xeep Lite or Xeep Pro) or as a one-time device purchase under Xeep Go. This warranty covers the hardware component. For subscription terms, see Terms of Service and Refund & Cancellation Policy.
1. Warranty Coverage Period
1.1 Warranty Start Date
For original purchases: The warranty period begins on the date your order is delivered, as confirmed by our shipping partner's delivery receipt.
For replacement devices (under warranty or 7-day return): The replacement device is covered for the remainder of your original 12-month warranty period, calculated from your original delivery date. We do not provide a new 12-month warranty for replacement devices.
Example: If your original device was delivered on January 1, 2025, and you receive a warranty replacement on June 1, 2025, your replacement device is covered until January 1, 2026.
1.2 Warranty and Subscription Relationship
Your 12-month hardware warranty is independent of your subscription status.
- If you cancel your subscription within the first 6 months, you must either return the device or pay the remaining device value (see Refund & Cancellation Policy Section 7.3)
- The warranty remains valid if you maintained your subscription for 6+ months, or paid the device value balance if you cancelled early
- If you return the device due to early subscription cancellation, the warranty becomes void upon return
2. What Is Covered
During the warranty period, Xeep will repair or replace your Xeep Device at no charge if it suffers from defects in materials or workmanship under normal use.
2.1 Manufacturing Defects
- Faulty sensors (heart rate, SpO2, temperature, accelerometer, or other integrated sensors)
- Hardware component failures (charging port, Bluetooth connectivity chip, internal circuits)
- Defective vibration motor or haptic feedback components
- Display or indicator light malfunctions
2.2 Battery Defects
- Battery that fails to hold a charge despite proper charging practices
- Battery that drains abnormally fast (fails to meet the specified 21-30 day battery life under normal usage)
- Battery defects exclude normal degradation over time
2.3 Software and Firmware Issues
- Firmware bugs that prevent the device from functioning properly
- Software defects that cause the device to malfunction or become unresponsive
- Inability to pair or sync with the Xeep app due to device-side software issues
2.4 Charging Components
- Defective magnetic charging cable provided in the original box
- Charging port failures due to manufacturing defects (not physical damage)
2.5 Water Resistance (IP58)
- Protected against dust ingress (IP5X)
- Protected against water immersion up to 1 meter for 30 minutes (IPX8)
Safe for: handwashing, rain, sweat, shallow water.
Not safe for: hot showers, saunas, scuba diving, high-pressure water sports.
We cover water damage if the device fails within its specified rating. We do not cover misuse beyond the rating.
3. What Is NOT Covered
3.1 Physical Damage
Cracked or broken casing, water damage beyond the rating, drops/impacts, cosmetic damage that does not affect function.
3.2 Water Damage
Submersion beyond specs, saltwater or chlorinated water, compromised seals from physical damage or wear.
3.3 Misuse and Negligence
Extreme temperatures outside 0°C to 45°C, chemicals or solvents, unauthorized repairs, third-party charging accessories.
3.4 Normal Wear and Tear
Strap deterioration, surface scratches, battery capacity degradation below 80% of original after extended use, fading of materials.
3.5 Unauthorized Repairs or Modifications
Opened, disassembled, or repaired by anyone other than authorized Xeep service; modified firmware; unauthorized replacement parts.
3.6 Loss or Theft
Lost, stolen, or misplaced devices are not covered.
3.7 Issues Outside Device Control
Mobile app bugs (Terms of Service), smartphone/network Bluetooth issues, internet sync failures, inaccurate readings from improper wearing.
4. Battery Degradation Policy
Normal and not covered: up to 20% capacity loss (retains at least 80%), gradual reduction from 21-30 days toward about 17-24 days after one year, performance variation in extreme heat or cold.
If the battery fails to retain at least 80% of original capacity within 12 months under normal use, it is covered.
5. Warranty Claim Process
Email [email protected] with order number, issue description, photos/videos if applicable, and device serial number (Settings → Device → About). Subject: Warranty Claim - [Your Name] - [Order Number].
We will diagnose, then issue an RMA if covered. Return shipping is covered for Peninsular Malaysia. Repair or replacement typically within 14 business days of receiving the device. Replacement devices carry the remainder of the original warranty, not a new 12 months.
6. Replacement Device Warranty
Covered for the remainder of the original 12-month period from original purchase. May be new or refurbished to like-new. If the defect occurs more than three times in the warranty period, Xeep may offer a full refund instead.
7. Out-of-Warranty Repairs
Paid repairs may be offered after warranty expiry, typically RM 50 to RM 150. Fees are confirmed before work. For severe damage we may recommend a discounted new device bundle.
8. Statutory Rights
This warranty is in addition to your rights under the Consumer Protection Act 1999. It does not limit those rights. KPDNHEP: www.kpdnhep.gov.my.
9. Limitations of Liability
To the fullest extent permitted by Malaysian law, Xeep's liability is limited to repair or replacement. Not liable for consequential, indirect, or incidental damages, data loss, or wellness/medical outcomes.
The Xeep Device is a wellness monitoring tool and is not a medical device.
10. Warranty Fraud
We may deny claims, pursue legal action, and suspend accounts for fraudulent claims, including false documentation or intentional damage.
11. Contact
Email: [email protected]
Website: xeep.io
Hours: Monday to Friday, 9:00 AM to 6:00 PM (Malaysia Time)
12. Changes
Posted at xeep.io/policies/warranty. Changes do not affect devices purchased before the effective date.
13. Governing Law
Laws of Malaysia. Exclusive jurisdiction of the Malaysian courts.