After‑Sales Policy
After-Sales Policy
Our commitment to reliable support for every wero product — professional, transparent, and here when you need us.
1. Our Service Commitment
At wero, we stand behind every product we make. Our approach is simple: customer first, quality assured, efficient response. Whether you need help with setup, a repair, or a return, we handle every request with sincerity, clear procedures, and prompt action — so you can use your wero products with complete peace of mind.
2. Scope of Application
This policy applies to all wero brand products purchased through authorized channels, including:
- wero official website
- Authorized e-commerce platforms (e.g., wero Amazon, Best Buy, Walmart stores)
- Offline authorized retail partners
Coverage extends to wero's full range of standard retail products — including docking stations, SSD enclosures, cables, Thunderbolt network adapters, Thunderbolt card readers, and shared servers. Customized or special-order items are excluded; please refer to the terms provided at the time of purchase. Enterprise storage solutions are covered under the warranty terms agreed in your contract.
3. Returns & Exchanges
7-Day Hassle-Free Return / Exchange
Within 7 days of receiving your product, you may request a return or exchange — no questions asked — provided the item is in new condition: sealed items unopened, all accessories included, and no scratches, damage, or signs of use that would affect resale. Return shipping is covered by wero's shipping insurance at no cost to you.
15-Day Quality Issue Return / Exchange
Within 15 days of receipt, if our official inspection confirms a non-human-caused quality issue (such as performance failure or a manufacturing defect), you may choose a full refund, a brand-new replacement of the same model, or a free repair. Return shipping is covered by wero.
Exchange Rules
- The warranty period for a replacement unit is recalculated from the date you receive it.
- If the same model is out of stock, you may exchange for an equivalent model (with any price difference adjusted) or request a full refund.
4. Warranty Service
Warranty Period
Unless otherwise stated on the product, its manual, or the product page, wero products carry a 1-year limited warranty.
| Product Category | Warranty |
|---|---|
| Docking stations, SSD enclosures, cables, Thunderbolt network adapters, Thunderbolt card readers, shared servers, and similar products | 1 year (entire unit) |
What's Covered
During the warranty period, failures caused by product quality issues — including power-on failure, functional defects, or hardware faults — will be repaired free of charge, including replacement of faulty components.
What's Not Covered
The following are excluded from free warranty coverage. Paid repair options may still be available:
- Human-induced damage — drops, collisions, liquid spills, unauthorized disassembly or modification
- Normal wear and tear — casing scratches, connector aging
- Damage from force majeure — earthquakes, fire, flood, or other natural disasters
- Products not purchased through authorized channels (no valid proof of purchase or mismatched serial number)
- Products beyond the warranty period
5. Repair Service
How It Works
- Submit your request with valid proof of purchase (invoice, order screenshot, etc.) and the product serial number.
- wero will diagnose the issue via online inspection, mail-in service, or in-store repair.
- Once repaired, we'll notify you for pickup or return the product by mail. Return shipping is covered by wero — except for repairs caused by human damage.
Turnaround Time
| Repair Type | Estimated Time |
|---|---|
| Standard repairs | 1–7 business days |
| Complex repairs (e.g., core component replacement) | 7–15 business days |
| Special-order parts | Extended — we'll notify you in advance |
Repair Warranty
Repaired products are covered by a 90-day warranty from the date of receipt. If the same issue recurs within this period, we'll provide a second repair free of charge.
6. How to Request Service
7. Important Notes
Data Backup: wero is responsible for after-sales service only for product quality issues. We are not liable for indirect losses — such as data loss or business interruption — caused by product failure. We strongly recommend backing up your data regularly.
Proof of Purchase: Please keep your receipt and all accessories in a safe place. If valid proof of purchase cannot be provided, wero may determine the warranty start date based on the product serial number — calculated as 90 days after the manufacturing date.
Authorized Channels Only: To protect your rights, please purchase wero products only through authorized channels and retain your proof of purchase. Products from unauthorized sources are not eligible for official after-sales service.
wero reserves the right to refuse service for malicious return or exchange requests, or fraudulent repair claims, and to take appropriate action where necessary.
8. Policy Updates
We may update this after-sales policy from time to time to reflect changes in our products, services, or applicable regulations. Updated versions will be posted on wero's official website and will take effect upon publication. We encourage you to review this page periodically.
If you have any questions about this policy or need after-sales support, please contact our official customer service team — we're here to help.