After-sales and technical support services

AIO STUDIO will provide one of the following repair services, and will determine the method of repair based on the situation and type of product, within the scope of relevant laws:

• Within Warranty Period

Customer Self-Assembly (DIY) Parts Repair Service

If AIO STUDIO determines that you can use the DIY parts repair service, AIO STUDIO will send you the necessary replacement parts and installation instructions at no charge. However, AIO STUDIO will not be responsible for any labour costs incurred from performing DIY parts repairs.

Send to AIO STUDIO Repair Centre for Repair Service

You may also apply to send the product to the AIO STUDIO repair centre for repair services. The AIO STUDIO repair centre will provide inspection (testing, repair, maintenance), test printing, and packaging services. Necessary parts costs will be completely free, but you will need to pay for round-trip shipping, inspection fees, test printing, and packaging service fees. After the repair is completed, the AIO STUDIO repair centre will send the repaired product back to you.

• Out of Warranty Period

Customer Self-Purchase Parts Repair

You can directly purchase the required parts from the official website, AIO STUDIO, or through the Phrozen customer service centre by creating a custom order.

Send to AIO STUDIO Repair Centre

If you need to send the product to the AIO STUDIO repair centre for repair services, you will need to pay the full cost of necessary parts, round-trip shipping, inspection fees, test printing, and packaging service fees. After the repair is completed, the AIO STUDIO repair centre will send the repaired product back to you.

• For products that are faulty, whether within or out of warranty, on-site repair services can be provided with prior appointment. The basic on-site repair fee for a single machine is HKD900, and for multiple machines at the same address, an additional HKD300 per machine will be charged.
• Parts replaced during product repairs become the property of the company, which will handle them as waste. If you need them returned, please inform us in advance, and shipping costs will be charged separately.
• For products that have been discontinued for over a year, if parts are no longer produced and out of stock, repair services cannot be provided.
  

When carrying out product repairs, customers need to pay the following costs:

• Shipping Costs

Customers must pay for round-trip shipping, and the cost will vary depending on the type of product.

• Inspection Fees

Inspection fees include testing, repair, maintenance, test printing, and packaging, and the charging standards will vary based on the type of product and the difficulty of the repair.

After the repair is completed, basic test printing will be conducted to ensure quality meets the requirements.

If the customer requests advanced or specific printing tests, additional fees will apply.

After the repair is completed, the AIOS STUDIO repair centre will return the product to the customer according to the packaging it was sent in.

• Parts cost

If the product is still under warranty, necessary parts replacements will be completely free of charge.

If the product is out of warranty, the cost of parts will be charged based on the actual situation.

All prices are for reference only and may need to be adjusted according to the actual situation, with the quotation issued by AIO STUDIO being the final authority.

AIO STUDIO reserves the right of final decision.

The AIO STUDIO customer service centre will provide a repair quotation after the repair inspection, detailing the total amount including parts cost, shipping cost, testing and printing fees, packaging fees, and maintenance fees. The AIO STUDIO customer service centre will immediately start the product repair after you complete the payment and will provide relevant updates on the repair progress. The quotation details will include AIO STUDIO's remittance information for your payment process.

Shipping Method

• The shipping method offers logistics delivery and customer drop-off services.
• To facilitate future product repairs, it is recommended to keep the original packaging box and its serial number sticker within the warranty period.
• It is recommended to use the original packaging box for sending the repaired items.
• If the repaired items are not properly packaged when sent, our company will charge repair fees according to the damage caused.
• It is recommended that you use a logistics collect-on-delivery method to send the product back to the AIO STUDIO repair service centre, and AIO STUDIO will collect the full amount after the inspection is completed.
• If your product requires a pick-up service, please contact the AIO STUDIO customer service centre for coordination and arrangement.
• The address for sending repaired items is "Room E, 10th Floor, Phase 2, Kwai Shing Industrial Building, 42-46 Dalianpai Road, Kwai Chung, New Territories, Hong Kong". Please ensure it is filled out correctly to avoid loss or delivery errors.

Inspection and repair take 7 working days, and customers need to pay the above costs during the product repair.

All prices are for reference only and may need to be adjusted according to the actual situation, with the quotation issued by AIO STUDIO being the final authority.

AIO STUDIO reserves the right of final decision.