Thank you for choosing Xeep. This Warranty Policy covers the Xeep Device (Model H59) that you received as part of your subscription bundle. We stand behind the quality of our hardware and are committed to providing you with a reliable wellness monitoring experience.
This warranty is provided by XEEP PLT and applies to all Xeep Devices purchased through our official channels (xeep.io, authorized retailers, or the Xeep mobile application).
Important Note
The Xeep Device is only available as part of subscription bundles (Xeep Lite or Xeep Pro) and cannot be purchased separately. This warranty covers the hardware component of your bundle purchase. For subscription-related policies, please see our Terms of Service and Refund & Cancellation Policy.
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 (6 months remaining, not 12 new months).
1.2 Warranty and Subscription Relationship
Your 12-month hardware warranty is independent of your subscription status. However, please note:
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 regardless of subscription status, provided you have either:
Maintained your subscription for 6+ months (device ownership earned), 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. Covered defects include:
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 conditions)
Battery defects exclude normal degradation over time (see exclusions below)
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 mobile application 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 Specifications
The Xeep Device (Model H59) has a water resistance rating of IP58, which means:
Protected against dust ingress (IP5X)
Protected against water immersion up to 1 meter for 30 minutes (IPX8)
✅ Safe for:
Handwashing
Rain
Sweat
Shallow water activities
❌ NOT safe for:
Hot showers
Saunas
Scuba diving
High-pressure water sports
Warranty Coverage:
We cover water damage if the device fails within its specified water resistance rating
We do NOT cover damage from misuse beyond the rating (e.g., deep diving, hot water exposure)
3. What Is NOT Covered
This warranty does not cover damage or defects resulting from misuse, accidents, normal wear and tear, or circumstances beyond our control. Exclusions include:
3.1 Physical Damage
Cracked, broken, or shattered device casing
Water damage beyond the specified water resistance rating
Damage from drops, impacts, crushing, or other physical trauma
Scratches, dents, or cosmetic damage that do not affect functionality
3.2 Water Damage
Damage caused by submersion beyond the device's water resistance specifications
Damage from exposure to saltwater, chlorinated water, or other corrosive liquids
Water damage resulting from compromised seals due to physical damage or wear
3.3 Misuse and Negligence
Damage from exposure to extreme temperatures (outside the operating range of 0°C to 45°C)
Damage from exposure to chemicals, solvents, or cleaning agents
Damage from unauthorized modifications, repairs, or tampering
Damage from using third-party or counterfeit charging accessories
3.4 Normal Wear and Tear
Strap deterioration, discoloration, or breakage
Surface scratches or minor cosmetic blemishes that do not affect functionality
Battery capacity degradation below 80% of original capacity (normal for lithium-ion batteries after extended use)
Fading or discoloration of device materials over time
3.5 Unauthorized Repairs or Modifications
Devices that have been opened, disassembled, or repaired by anyone other than authorized Xeep service personnel
Devices with modified firmware or software not provided by Xeep
Devices with replaced components not authorized by Xeep
3.6 Loss or Theft
Lost, stolen, or misplaced devices are not covered by this warranty
We recommend insuring your device separately if loss or theft coverage is desired
3.7 Issues Outside Device Control
Mobile application bugs or issues (covered separately by our Terms of Service)
Connectivity issues caused by your smartphone, network, or Bluetooth environment
Data sync failures due to internet connectivity problems
Inaccurate readings caused by improper device wearing or user error
4. Battery Degradation Policy
Lithium-ion batteries naturally degrade over time and with use. The following battery conditions are considered normal and are not covered under warranty:
Battery capacity degradation up to 20% (i.e., battery retains at least 80% of original capacity)
Gradual reduction in battery life from the specified 21-30 day duration to approximately 17-24 days after one year of normal use
Battery performance variations due to environmental conditions (extreme cold or heat)
If your battery fails to retain at least 80% of its original capacity within the 12-month warranty period under normal usage conditions, it will be covered under warranty.
5. Warranty Claim Process
If you believe your Xeep Device has a defect covered by this warranty, please follow these steps:
5.1 Step 1: Contact Xeep Support
Email our support team at hi@xeep.io with the following information:
Your order number or purchase confirmation
Description of the issue or defect
Photos or videos demonstrating the problem (if applicable)
Device serial number (found in the Xeep app under Settings → Device → About)
Our support team will work with you to diagnose the issue. This may involve:
Troubleshooting steps to rule out software or connectivity issues
Requesting additional information or documentation
Remote diagnostic tests using the Xeep mobile application
5.3 Step 3: Warranty Approval
If the issue is determined to be covered under warranty, we will issue a Return Merchandise Authorization (RMA) number via email. This email will include:
Your unique RMA number
Return shipping instructions
Return shipping address
Estimated turnaround time for repair or replacement
5.4 Step 4: Return Shipping
Package your defective Xeep Device securely and include:
The device itself (cleaned and charged if possible)
The charging cable (if the issue is related to charging)
A printed copy of the RMA number
Ship the device to the address provided in the RMA email. Return shipping costs for warranty claims are covered by Xeep for customers in Peninsular Malaysia. Customers in Sabah, Sarawak, or international locations may be responsible for return shipping costs, which will be reimbursed upon warranty approval at our discretion.
5.5 Step 5: Repair or Replacement
Upon receiving your device, we will:
Inspect the device to confirm the warranty-covered defect
Repair the device if possible, or provide a replacement unit
Test the repaired or replacement device to ensure proper functionality
We aim to complete the repair or replacement process within 14 business days of receiving your device. You will receive tracking information once the repaired or replacement device is shipped back to you.
5.6 Step 6: Receive Your Device
Your repaired or replacement device will be shipped back to you at no additional cost. If we provided a replacement device, it will carry the remainder of your original warranty period (not a new 12-month warranty).
6. Replacement Device Warranty
If your original Xeep Device is replaced under warranty:
The replacement device will be covered for the remainder of your original 12-month warranty period, calculated from the date of your original purchase
The replacement device may be new or refurbished to like-new condition. Refurbished devices meet the same quality standards as new devices
If the defect occurs more than three times within the warranty period, Xeep reserves the right to offer a full refund instead of a replacement device
7. Out-of-Warranty Repairs
If your device requires repair after the warranty period has expired, or if the damage is not covered under warranty, we may offer paid repair services at our discretion. Out-of-warranty repair fees will be communicated to you before any work is performed, and you may choose to accept or decline the repair.
Out-of-warranty repair costs typically range from RM 50 to RM 150 depending on the nature of the repair. For severe damage, we may recommend purchasing a new device bundle at a discounted rate.
8. Statutory Rights
This warranty is in addition to, and does not affect, your statutory rights under Malaysian law, including the Consumer Protection Act 1999. If you have a legal right to a remedy under Malaysian consumer protection laws, those rights are not limited by this warranty.
You may be entitled to:
A repair, replacement, or refund if the product is faulty or not as described
Compensation for damages or losses caused by defective products
For questions about your statutory consumer rights, please contact the Malaysia Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) at www.kpdnhep.gov.my.
9. Limitations of Liability
To the fullest extent permitted by Malaysian law, Xeep's liability under this warranty is limited to the repair or replacement of the defective Xeep Device. Xeep shall not be liable for:
Consequential damages, including but not limited to loss of data, loss of use, loss of income, or loss of profits
Indirect, incidental, or special damages arising from the use or inability to use the Xeep Device
Damages resulting from reliance on health data or wellness insights provided by the device
Health outcomes, medical decisions, or any injury or harm arising from the use of the device
The Xeep Device is a wellness monitoring tool and is not a medical device. It should not be used for medical diagnosis, treatment, or monitoring of medical conditions. Always consult a qualified healthcare professional for medical concerns.
10. Warranty Fraud
Warranty fraud undermines our ability to provide quality service to all customers. We take warranty fraud seriously and reserve the right to:
Deny warranty claims if we determine that the device was intentionally damaged to obtain a replacement
Pursue legal action against individuals who submit fraudulent warranty claims
Suspend or terminate accounts associated with fraudulent warranty activity
Examples of warranty fraud include:
Submitting false information or documentation
Damaging a device intentionally and claiming it as a manufacturing defect
Submitting multiple warranty claims for devices not owned by you
11. Contact Information
For warranty claims, questions, or support, please contact us:
Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (Malaysia Time)
For urgent issues, please include "URGENT" in the subject line, and we will prioritize your request.
12. Changes to This Warranty Policy
Xeep reserves the right to modify this Warranty Policy at any time. Any changes will be posted on our website at xeep.io/warranty, and the "Last Updated" date at the top of this document will be revised. Changes to the warranty policy will not affect warranty claims for devices purchased before the effective date of the changes.
We recommend reviewing this policy periodically to stay informed about your warranty coverage.
13. Governing Law
This Warranty Policy is governed by the laws of Malaysia. Any disputes arising from this warranty shall be subject to the exclusive jurisdiction of the Malaysian courts.
Last Updated: 24 October 2025 | Effective Date: 24 October 2025 | Version: 1.0
Thank you for choosing Xeep. We are committed to providing you with a reliable and high-quality wellness monitoring experience.