Tablet Repair

You can request repairs due to tablet failure, etc. on Parent Portal.

The tablets you can request repairs are; 1) tablets you purchased on our site when you applied for a Smile Zemi subscription or 2) tablets that you have purchased or requested repairs on the Parent Portal and have been shipped from us to you.

We will ask you to pay a designated deposit at the time of the repair request. After that, we will inspect the product at our repair center. We will replace it with an equivalent product or refund the deposit according to the cause of the failure, the tablet warranty policy, and the Smile Tablet Care warranty policy.

There are two repair procedures: 1) you send your product to our repair center first (Standard), or 2) you purchase a replacement product first and use the product as soon as it arrives (Express). The number of days required for round-trip transportation depends on the customer's choice of shipping method. Our repair center usually works within 5 business days, but it may take longer depending on the situation. The customer is responsible for the shipping fees for shipping from your address to the repair center.

After requesting repairs, we will email you the return address. Please follow the instructions and the procedures. In addition, it is necessary to send the set of the tablet, digitizer pen, and AC adapter to our repair center within 14 days, after the repair request for [Standard], and after the replacement product arrives for [Express]. Please send all three items(the tablet, digitizer pen, and AC adapter) together, and not only the broken/defective item. If the condition above is NOT met, we may cancel the repair request and not fully refund the deposit.

Please note the following points when returning items.

We are not responsible for shipping fees or the items lost during shipping. We recommend using a method that provides proof of delivery and keeping track of your tracking number when shipping.
Please do not include items other than those we specified in the returned item. If the returned item contains items other than those specified by us, the item will be discarded or returned based on our judgment. We are not responsible for discarded items.

* If you have any questions about how to use the product or need support, please contact the customer center first instead of returning the product.
https://parent.smile-zemi.com/pp/s/contactus

[Deposits]

Standard

The deposits will be the sum of 1 to 4 below. In addition, customers are responsible for the shipping fee for delivering from the customer to the repair center.

Tablet fee:
If subscribed to Smile Tablet Care = $99.99
If not subscribed = $299.99
Smile Tablet Care renewal fee in case of tablet replacement:
If you renew your Smile Tablet Care subscription = $49.99
If you do not resubscribe = $0.00
Shipping fees:
Home Delivery = $15.68
2Day = $23.55
Tax

Express

The deposits will be the sum of 1 to 4 below. In addition, customers are responsible for the shipping fee for delivering from the customer to the repair center.

Tablet fee: $299.99
Smile Tablet Care renewal fee in case of tablet replacement:
If you renew your Smile Tablet Care subscription = $49.99
If you do not resubscribe = $0.00
Shipping fees:
Home Delivery = $30.47
2Day = $38.34
Tax

[Refund of deposit fees]

According to the tablet return status, failure status, and Smile Tablet Care subscription status, the applicable portion of the above amount will be refunded.

If you requested [Standard] repair

Tablet Fee
The tablet fee will be refunded if the returned and inspected tablet is (i) without defects or (ii) with defects covered by the manufacturer's warranty; however, if the pen or adapter's defects are not within the manufacturer's warranty, the replacement fee for the failed pen or adapter will be deducted from the deposit.
[The amount you will be refunded]
- STC Subscribers= $ 99.99 minus the Digitizer pen fee* and/or the AC Adapter fee*
- Non-STC Subscribers= $ 299.99 minus the Digitizer pen fee and/or the AC adapter fee*
* Digitizer Pen:$36.99
* ACAdapter:$26.99
Smile Tablet Care renewal fee
The Smile Tablet Care renewal fee will be refunded if the returned and inspected tablet is (i) without defects or (ii) with defects covered by the manufacturer's warranty.
[The amount you will be refunded]
If you chose to renew your Smile Tablet Care subscription= $49.99
If you chose not to resubscribe= $0.00
Shipping fees
The shipping fee will be refunded if the returned and inspected tablet is (i) without defects or (ii) with defects covered by the manufacturer's warranty AND either the returned Digitizer Pen or the AC Adapter is (i) without defects or (ii) with defects covered by the manufacturer's warranty.
[The amount you will be refunded]
Home Delivery = $15.68
2Day = $23.55
Tax
The tax amount that was charged for the refunded deposit will be returned.

If you requested [Express] repair

Tablet Fee
- The tablet fee will be refunded if the returned and inspected tablet is with defects covered by the manufacturer's warranty; however, if the pen or adapter's defects are not within the manufacturer's warranty, the replacement fee for the failed pen or adapter will be deducted from the deposit.
  [The amount you will be refunded]
  - STC Subscribers= $ 299.99 minus the Digitizer pen fee* and/or the AC Adapter fee*
  - Non-STC Subscribers= $ 299.99 minus the Digitizer pen fee and/or the AC adapter fee*
  * Digitizer Pen:$36.99
  * ACAdapter:$26.99
- If the returned and inspected tablet is (i) without defects or (ii) with defects not covered by the manufacturer's warranty, the replacement costs are collected from the deposit. However, if you are an STC subscriber, you will be charged $99.99 (Tablet fee with STC applied), and the rest amount will be refunded.
  [The amount you will be refunded]
  - STC Subscribers= $200.00 ($299.99 minus $99.99)
  - Non-STC Subscribers= $0.00
Smile Tablet Care
The Smile Tablet Care renewal fee will be refunded if the returned and inspected tablet is with defects covered by the manufacturer's warranty.
[The amount you will be refunded]
If you chose to renew your Smile Tablet Care subscription= $49.99
If you chose not to resubscribe= $0.00
Shipping fees
The shipping fee will be refunded if the returned and inspected tablet is with defects covered by the manufacturer's warranty.
[The amount you will be refunded]
Home Delivery = $30.47
2Day = $38.34
Tax
The tax amount that was charged for the refunded deposit will be returned.

Smile Zemi