Terms and Conditions

IMPORTANT – PLEASE READ CAREFULLY BEFORE REQUESTING A REPAIR SERVICE AND/OR OTHER SERVICES.

THESE TERMS AND CONDITIONS CONSTITUTE YOUR AGREEMENT WITH THE DULY AUTHORISED SERVICE PROVIDER OPERATING THE RELEVANT SERVICE CENTER, AN INDEPENDENT ENTITY APPOINTED BY SAMSUNG (THE “Service Provider”) FOR REPAIR SERVICES OF YOUR RELEVANT DEVICE OR SOFTWARE UPGRADE PROVIDED BY SAMSUNG, ITS AFFILIATES, ITS THIRD-PARTY SUPPLIERS, AND/OR WORKSHOPS (COLLECTIVELY, THE “SERVICE”).

THE BENEFITS CONFERRED BY THESE TERMS AND CONDITIONS ARE IN ADDITION TO ALL RIGHTS AND REMEDIES CONVEYED BY THE CONSUMER PROTECTION LAWS AND REGULATIONS APPLICABLE IN THE TERRITORY.

Samsung Repair Service

  • Samsung Repair Service (“Repair Service”) gives Samsung customers the opportunity to receive repair services for their Samsung products (“Product(s)”) in the Islamic Republic of Pakistan (“Territory”), through an independent service provider, who has been duly authorized by the relevant Samsung entity, i.e., Samsung Gulf FZE (“Samsung”).

Customer requirements

  • You must be at the majority age under the applicable laws of the Territory; and have a legal capacity to enter into these Terms and Conditions.
  • You are required to place the Repair Service request at the authorized service center operated by the Service Provider.
  • You are required to provide all the details required to perform the Repair Service by Samsung’s authorized Service Provider. 

Data Backup and Deletion

  • Applicable only for Samsung Smart devices, including but not limited to mobiles, tablets, Smart TVs, or any device that requires customer data registry (“Device(s)”)
  • IT IS YOUR RESPONSIBILITY TO BACK UP ALL EXISTING DATA, SOFTWARE, AND PROGRAMS, AND TO ERASE ALL EXISTING DATA BEFORE THE REPAIR SERVICE. SAMSUNG OR THE SERVICE PROVIDER SHALL NOT BE RESPONSIBLE FOR ANY LOSS OR MISUSE OF YOUR DATA.
  • To ensure the security of your personal data available on your Device, enable the 'Maintenance Mode' in your device settings before sending it for Repair Service. With Maintenance Mode activated, access to customer data within the Device is restricted.
  • Failure to place your Device in Maintenance Mode or forgetting your password may result in a factory reset “Factory Reset”, which will erase all existing data from the Device.
    • A Factory Reset of your Device may be applied as necessary in the following circumstances:
    • Replacement of the main Printed Circuit Board Assembly (PBA)
    • Forgotten password
    • Software issue requiring a Factory Reset
  • Samsung or the Service Provider shall not be responsible for any loss, recovery, or compromise of data or loss of use of equipment arising out of or in connection with the Repair Service.  
  • You are required to remove any SIM card or e-SIM card or memory cards from the Device; where it is applicable, together with the removal of any personal information.
  • You acknowledge that the Device does not contain any illegal files or data.

  • The Device settings may be restored back to the factory default settings during the performance of the Repair Service. AS PART OF THE REPAIR SERVICE, WE MAY DELETE ANY DATA ON THE DEVICE. It is recommended to maintain a separate backup copy of the contents of the Device’s data, including, but not limited to, contact information, pictures, texts, music, ringtones, or applications and remove all personal information that the customer wants to protect.  
  • You must grant Samsung technicians the access to the Device for the purpose of providing the Repair Service. During the Repair Service, any personal information stored on the Device may be accidentally disclosed to the technician, or it may be necessary to check areas on the Device within which your content is located in order to verify the quality of the Repair Service. Samsung does not share any content located on your Device unless otherwise required by the laws or regulations. If you do not wish Samsung to have access to this information, you must delete that information or reset the Device before the Repair Service. Test images may be left on the Device from the quality control testing process.

Repair Service Mechanism

  • Upon the collection of your Product, the Service Provider shall examine it and decide upon its absolute sole discretion whether the Repair Service required is subject to certain charges. For the avoidance of doubt, the Products out of warranty shall always be subject to Repair Service charges as may be determined by the Service Provider. For the Products under warranty, the Service Provider has the absolute discretion to decide if the Products under warranty are subject to certain charges depending on the Product status verification/evaluation and the cause of its defect or damage.
  • Prior to start any Repair Service, the Service Provider shall inform you of the estimated Repair Service charges and the time it takes to repair in order to obtain your approval to start the Repair Service based on the estimated charges informed to you by the Service Provider.

  • The Service Provider shall communicate with you in case any changes occurred while performing the Repair Service or conducting a detailed Product inspection.
  • The Product Repair Service status shall be communicated to you through one or more of the available communication channels, including but not limited to phone, SMS, email, and/or any available communication digital channel.

Payment Mechanism

  • ou are required to make the payment of the Repair Service charges advised by Service Provider.
  • The final Repair Service charges might vary from the initial estimated charges.

Repair Service Limitations

  • The timelines for completion of the Repair Service are tentative and indicative only. Samsung or the Service Provider shall not be held liable for any delays.
  • The Repair Service may at any time be delayed depending on the spare parts availability; and any other external environmental condition not within the Service Provider’s control, for example a force majeure event such as parts unavailability and other unforeseen reasons.
  • The Service Provider is not responsible for any Product which is not collected by the customer from the service center within thirty (30) days from the completion date of the Repair Service. You authorize the Service Provider to dispose of the Product at your risk and cost if you do not collect the same within thirty (30) days from the completion date of the Repair Service.

General Terms

  • Neither the Service Provider nor Samsung shall assume liability for loss of any Product, accessories, content, data or any other information contained in/with the Product.
  • Neither the Service Provider nor Samsung shall be liable to the customer for any loss and/or damages of any kind suffered in connection with the Repair Service.

  • Neither the Service Provider nor Samsung or its affiliates shall be liable in the event of delay and/or non-performance of any of its obligations under these Terms and Conditions in the event of: quarantine restriction caused by the outbreak of any national or international pandemic; any other restriction issued by the governments under the Territory; or Force Majeure beyond their control to fulfil any obligations stated herein.

  • The Service Provider shall at any time be entitled at its sole discretion to terminate or modify these Terms and Conditions.
  • You accept that your Repair Service contract is with the Service Provider and the Service Provider shall alone be liable for any claims hereunder, to the exclusion of any Samsung entity or their affiliates.

  • You accept that any dispute of whatever nature which is directly or indirectly related to these Terms and Conditions, will be subject to, governed and construed by the laws and regulations of the country where the customer is resident in the Territory and such disputes shall be resolved by the competent courts in that country.