Warranty Terms

Your Lofree product is safeguarded. This warranty applies in addition to the consumer rights you already have under the law.

Warranty Overview

  • Standard Warranty Period: 12 months from the date it is delivered to you.
  • Battery Warranty: Protected under a separate 12 months of coverage.
  • Core Coverage: Faults in materials or craftsmanship against the product specifications.
  • How to Claim: Email lofreekeyboard@gmail.com with proof of your purchase.
  • Your Legal Rights: Stay completely unchanged by this warranty policy.

What the Warranty Does NOT Cover

Please note that this warranty does not cover the following:

  • Separately Sold Accessories: Items such as cables or leather straps purchased on their own.
  • User-Caused Damage: This includes improper use, installation, repairs, or neglect (e.g., screen “burn-in”, speaker overdrive).
  • Accidents & Force Majeure: Damage caused by lightning, fire, water, or similar events.
  • Normal Wear & Tear: Consumable parts such as headphone ear-pads or loose cables.
  • International Use Issues: Defects caused by using a region-specific product in another country.
  • Consequential Loss: Costs such as claim shipping, or loss of use of the product.
  • Altered Products: Any product with a defaced or changed serial number, or unauthorized software modifications.

How to Submit a Warranty Claim

If you think your product has a defect covered by warranty:

  1. Contact Support: Email us at lofreekeyboard@gmail.com.
  2. Provide Evidence: You must include your original invoice (or proof of purchase) AND clear images or video showing the issue.
  3. Our Resolution: We will, at our choice, repair your product or replace it with the same or a similar model.

Important Note on Replacements: Limited or Special Edition products cannot be guaranteed an identical replacement.

Important Claim Deadlines

Received the Wrong Item or Color?

  • Action: Email lofreekeyboard@gmail.com with a photo showing both the product and your tracking number written on paper.
  • Deadline: Within 7 days of delivery.

Parcel Shows “Delivered” But You Didn’t Get It?

  • Action: Contact us immediately so we can investigate with the courier.
  • Deadline: Within 3 months of the “Delivered” status. After 3 months, courier data is deleted and we cannot process claims or refunds.

Want to Return a Non-Defective Item?

  • Policy: The customer is responsible for return shipping costs to our Hong Kong warehouse. We will refund the product cost after we receive it.

Get in Touch

For all questions, claims, or support:
Email: lofreekeyboard@gmail.com

Product Protection Plan (Optional Third-Party Protection)

For protection that goes beyond the standard Lofree Warranty, an optional Product Protection Plan is available through our partner, Xcotton (together with AIG). This plan is an independent service contract from a third-party insurer and is not issued by Lofree. Please read the points below to understand how our manufacturer warranty differs from this optional coverage.

1. Plan Summary & Connection to Lofree Warranty

  • The Product Protection Plan adds coverage for breakdowns and accidental damage after the time and limits of the standard Lofree warranty.
  • This is an optional, separate agreement purchased during checkout. The Lofree warranty described above remains active and continues to be your main protection for manufacturing defects.
  • Lofree only helps make this plan available. All plan support, claims, and obligations belong to the protection plan provider (Xcotton/AIG).

2. Coverage Highlights


The plan generally includes the following, subject to the provider’s complete Terms & Conditions:

  • Failures from normal use that happen after the manufacturer warranty has ended.
  • Accidental damage, such as drops, spills, or electrical surges.
  • Additional covered situations as outlined in the plan terms.

3. Cost, Enrollment & Activation

  • The price of the plan depends on the product and coverage length, and appears at checkout.
  • Coverage starts on the product shipment date and runs alongside the Lofree warranty before extending past it.
  • After purchase, you will receive a confirmation email with plan information and a link to the provider portal.

4. Claims Process

  • To submit a claim, you must contact the protection plan provider directly through the link in your confirmation email or by emailing lofreekeyboard@gmail.com.
  • Xcotton’s claim specialists will walk you through their process. Lofree can help provide proof of purchase when required, but does not manage or guarantee claim results.

5. Returns, Cancellations & Plan Changes

  • If you return your Lofree product, please inform us promptly. The protection plan may be canceled or transferred based on the provider’s rules.
  • You may cancel the plan within 60 days after purchase, according to your Purchase Confirmation. Review the provider’s Terms & Conditions for complete cancellation and refund details.

6. Important Disclaimer

  • The Product Protection Plan is fully provided and administered by Xcotton/AIG. Lofree is not responsible for the performance, quality, or outcome of the plan or any claim.
  • This optional plan does not change, replace, or reduce your rights under the Lofree Warranty or applicable consumer laws.
  • Please carefully read the plan’s complete Terms & Conditions supplied after purchase to verify coverage, exclusions, and claim procedures.

7. Contact for Protection Plan Inquiries

  • For questions about the Product Protection Plan, coverage, or claims, contact the provider directly--Email: lofreekeyboard@gmail.com
  • For Lofree Warranty claims or product support, continue to use: lofreekeyboard@gmail.com