Repair Service

Sony will provide Repair Services (as defined below) to Customer under warranty terms or chargeable basis pursuant to the terms and conditions hereof.

  1. “Repair Service” hereinafter shall mean any service that Sony renders, upon Customer’s request, to fix the Product or replace certain parts of such Product that is damaged, broken, or malfunctioned. Such Repair Service excludes the restoration of any data stored in any disk, recordable disc, magnetic disc, hard disk or internal memory or memory storage cards contained or included in the Product to be repaired.
  2. Upon completion of the Repair Service, the Product shall be reverted in such original configurations and specifications as designed and manufactured by Sony.
  3. Charges will be applied according to prevailing Sony’s regular prices unless warranty or maintenance terms applied, in which case an original purchase invoice with model number listed must be presented upon requesting the Repair Service . Photocopy or fax copy of such documents shall not be accepted. Such charges (except inspection fee as specified in Clause (e)) shall be paid up upon customer’s pick up of the Product. The warranty coverage is judged by Sony.
  4. Customer agrees to pay Sony all charges for its Repair Service and or any other related service such as inspection and adjustment where:
    1. the Product is not covered by any warranty (where any warranty period is expired, or it is within warranty period but Customer’s request for Repair Service is in respect of any consumable parts, accessories, cabinets/cosmetic damage or loss to any software programs/data, damage due to accident, misuse, abuse, negligence or improper voltage supply and / or such other situation as specified in Sony’s warranty agreement);
    2. the Product is modified, altered, installed or repaired other than by Sony or Sony’s authorized service facilities prior to the Repair Service provided by Sony hereunder requested by the Customer.
  5. For those Repair Service which Clause (d) above is applicable, Sony shall charge a fixed inspection fee for each item of Product in addition to the charges on labour and parts. Such inspection fee shall be payable upon the Customer’s request of repair service.
  6. All charges and inspection fee are required to be paid by cash, VISA or Master cards and non-refundable.
  7. Any defective parts of the Product which are replaced by Sony in the course of repairing, if any, shall be Sony’s property and non-returnable.
  8. Sony makes no guarantee to render the Repair Service to such Product including but not limited to such situation that the spare parts and service manuals of which are not available to Sony for any reason whatsoever.
  9. Should the Product be determined a fake product (Sony’s determination shall be final and conclusive), Sony shall reserve its rights not to render any Repair Service to the Product but to return the same to the Customer. In such event Sony shall not be under any liability to the Customer whatsoever.
  10. If Customer request to have Sony’s on-site inspection or Repair Service or collection of Products to Sony’s repair centre for inspection or Repair Service which is not covered by Warranty Agreement / Extended Warranty Agreement, Sony may impose charges for such on-site services at the prevailing rate. All charges are subject to change without prior notice.
  11. The Products shall be collected by the bearer of and on presentation of the Repair Order or the Collection Note issued by Sony and its holder shall be deemed to the rightful owner of the Products. Should the Customer fail to present the Repair Order or the Collection Note upon collection, Sony may reject to deliver the Product to the Customer. This Repair Order and Collection Note remain the property of Sony at all times.
  12. In case of any loss of the Repair Order or the Collection Note, the Customer are required to come to Sony’s Customer Service Centre in person and complete the loss report form. Upon the endorsement of Sony confirmation on the said loss report form, Sony will conduct a record search to locate the record of the Service and follow up the collection of the Product with the Customer.
  13. Sony will provide Repair Service on free-of-charges basis for any malfunction of the Product due to the reoccurrence of the same fault caused by the same electronic / mechanical source as prescribed in Sony’s report record of the last repair within 90 days from date of the Product collection by Customer.
  14. The Customer shall contact Sony if no further notice is received from Sony 7 days after the Product is sent to Sony for service. Any Products left for repair not reclaimed by the Customer within 60 days from the date of the Repair Order or Collection Note may be handled or disposed by Sony in any way whatsoever without prior notice to the Customer and Sony shall not be liable or responsible to the Customer for such Product or for any losses or damages whatsoever incurred in such event.
  15. Sony shall not be liable for any losses or damages caused by acts of God, civil commotion, wars, any accidents or any other beyond Sony’s reasonable control.
  16. Sony shall not be under any liability to the Customer and any third party for any direct or indirect losses and damages caused by any unauthorized alteration of damage to the Product or any consequential loss howsoever arise including delay in or failure to provide the Repair Service attributable to any cause of whatever nature beyond Sony’s reasonable control.
  17. In case the Product contains any memory storage media (no matter external or build-it):
    1. Sony shall not be responsible for any loss of data, programs and contents in such disk, recordable disc, magnetic disc, hard disk, internal memory and memory storage cards which may be lost or damaged during repair;
    2. Sony will not provide back-up service for the disc, recordable disc, magnetic disc, hard disk, internal memory and memory storage cards of the Product; and
    3. Customer should make back-up copies of the disc, recordable disc, magnetic disc, hard disk, internal memory and memory storage cards before sending the Product to Sony for service.
  18. The BRAVIA LCD screen is made with high-precision technology and 99.99% or more of the pixels are effective but black dots may appear or bright points of light (red, blue, or green) may appear constantly on the LCD screen. This is structural property of the LCD screen and is not a malfunction. Request for product replacement will only be accepted within 7 days of purchase on the condition that the total no. of dead dots and/or bright dots on LCD screen as above-mentioned is more than 3 (which must be verified by Sony). In case of any disputes, Sony shall reserve its final decision rights.
  19. In relation to cleaning service for the lens or other optical components, Sony does not warranty or guarantee that no marks or damage will be remain on any part of the Products found with mould after service.
  20. If there is any specific service terms and conditions for a particular Repair Service provided by SONY, such specific service terms and conditions shall prevail in case of any discrepancy with these Terms of Repair Services.
  21. Repair services shall be suspended when typhoon signal No. 8 or above is hoisted; or black rainstorm signal is in force. The Company will reschedule the services with Customer.
  22. Sony shall use reasonable endeavors to provide repair services to Customer according to the scheduled appointment, but Sony shall not be under any liability for any delays or service failure due to bad weather or any causes beyond its control.
  23. OLED TV‘s are susceptible to permanent image retention due to the characteristics of the materials used. Image retention may occur if images are displayed in the same location on the screen repeatedly or over extended periods of time. This is not a malfunction of the TV and not covered by warranty.
  24. On-site service is limited to Television and Home Theatre System [32” or below Television is exclude from this service].
  25. Customer must remove all accessories or attachments to the Product. This Centre will not be liable for any damage or lost.
  26. The content of Repair Report is prepared in accordance with our professional standards and it will not be modified for any non-repairing related reasons. The scope of inspection or repairing means:
    1. Major malfunction of the electronic or mechanical parts of the Product;
    2. According to the items listed on the Repair Report that need to be inspected or repaired. The content of the Repair Order cannot be changed once confirmed by the Customer.

Pick-up/Delivery Service

Sony will provide product pickup and/or product delivery services to Customer on chargeable basis.

  1. This service will be provided in Hong Kong area excluding outlying islands (except Tung Chung, Discovery Bay & Park Island) and any restricted areas as classified by HKSAR. For Discovery Bay area, additional tunnel fee will be charge on single-trip basis.
  2. The pickup and delivery service charges (including but not limited to additional charges eg. Tunnel fee) will be based on the current Service Charges Table. All charges are subject to change without prior notice.
  3. Sony will issue Collection Note and Delivery Note to Customer for request of product pickup and delivery respectively. Customer shall keep the said notes properly for verification purpose. Sony will collect the Collection Note or Repair Order (if product is delivered to Sony Customer Service Centre for repair by Customer) upon product delivery to Customer. If Customer fails to present the Collection Note or Repair Order upon collection of product, Sony has the right not to deliver the product to Customer. In case of any loss of Collection Note or Repair Order, Sony may request Customer to submit the “Lost Report Form of Collection Note / Repair Order”. If Customer fails or refuses to present the said form, Sony also has the right not to deliver the product to Customer.
  4. After product repair is completed, customer shall pay for all repair fees (including parts and labor charges) and the related service charges of product pickup and/or delivery requested by the customer at the time when customer collect back the product. If customer rejects to repair, the related service charges on product inspection as well as product pickup and/or delivery has to be settled by customer upon product collection.
  5. If cancellation of product pickup/delivery services is requested, Customer should submit the requisition via this website at least 1working day prior to the scheduled appointment. Nevertheless, acceptance of the service cancellation shall be subject to Sony’s discretion.
  6. Pickup/delivery services shall be suspended when typhoon signal No. 8 or above is hoisted; or black rainstorm signal is in force. The Company will reschedule the services with Customer.
  7. Sony shall use reasonable endeavors to provide pickup/delivery services to Customer according to the scheduled appointment, but Sony shall not be under any liability for any delays or service failure due to bad weather or any causes beyond its control.
  8. If product pickup/delivery service could not perform due to limitation on the size of entrance and/or other environmental factors of service location or any other reason(s) beyond reasonable control of Sony, Sony shall have no responsibility for any such service failure. In case of special arrangements such as wall dismantling and/or machine hoisting etc. is required for pickup/delivery the product to the service location, customer shall be solely responsible to make such special arrangement at its own risk and costs.

Product Warranty

  1. Sony agrees to provide repair service for Sony’s product (“Product”) during the effective warranty period according to the terms and conditions and 個別產品保用明細表 hereinafter.
  2. Customer shall provide the proof of purchase (official receipt) to enjoy the benefit of this Warranty Service; otherwise, Customer agrees that Sony shall provide the Warranty Service according to the date of delivery or the record of product registration in the system of Sony.
  3. If the Product is found malfunctioned and required parts replacement, Sony shall, during the Warranty Period, provide repair services without costs (unless otherwise stated in the respective Warranty Agreement). Such repair services include the costs of labour and all replacement parts required for the proper functioning of the products registered but exclude: (1) Supplied Software; (2) Supplied Accessories & Cabinet; (3) Sealing gasket for waterproof product; (4) Battery.
  4. Sony shall provide repair service which includes the cost of labour, and all replacement parts required under warranty period with the exception that:
    1. The Product is not covered by any warranty (where any warranty period is expired, or it is within warranty period but Customer’s request for repair service is related to any consumable items, accessories, cabinets/cosmetic damage or loss to any software programs/data, software conflicts, damage due to accident, misuse, abuse, negligence or improper voltage supply and/or such other situation as specified in Sony’s warranty agreement and instruction manual; or
    2. The Product is modified, altered, installed, or repaired other than by Sony or Sony’s authorized service facilities prior to the repair service provided by Sony.
  5. Upon discovery of a defect in materials, workmanship or failure to meet the specifications in Products during Warranty Period, Sony shall repair Products without charging any technical labor fee and repair parts cost, on the condition that Customer brings Products to Sony's authorized service shops within the Warranty Period. In case of any disputes, Sony shall reserve its final decision rights. Upon repair or replacement, Sony shall own all the parts removed from the defective Products. Sony uses new and/or reconditioned parts made by various manufacturers in performing warranty repairs and replacing Products. Even if Sony repairs or replaces a Product, its original Warranty Period is not extended.
  6. This warranty does not apply when the malfunction results from the use of Product in conjunction with accessories, products or ancillary or peripheral equipment, or where it is determined by Sony that there is no fault with Product itself. This warranty is invalid if the factory-applied serial number has been altered or removed from Product.
  7. On-site service is limited to Television and Home Theatre System [This service is applicable to 32” or above Television].
  8. Should customer’s article located at outlying islands requires Sony workshop service, the customer shall be at his / her own expenses responsible for deliver the article to one of our Sony customer service centers and pick up at the same Sony customer service centre upon completion of the repair service.
  9. This warranty service does not cover machine body and lens cleaning and dusting service (they are Value Added Service with charges)
  10. Customer should inform Sony in writing as soon as possible in case of any change of contact information. Sony shall not be responsible for any loss or damage arising from the Customer’s failure to inform us promptly.
  11. This warranty service is non-transferrable.
  12. This warranty service is valid only in Hong Kong and Macau regions (exclusion from any foreign warranty coverage).
  13. All warranty services shall be provided in accordance with the prevailing Service Terms for Repair Services.

On-site Repair Visit Booking

Sony will provide appointment booking service to customer who requires repairing his / her product on-site.

  1. This service is not applicable for the products which are covered by Fortress (AIU) insurance company for the extended warranty. Customer must place the repair order to Fortress for such products.
  2. Customer needs to provide correct Product Model Number and Serial Number. In case the customer mis-type the said information or have not been registered the warranty, the product may treated as no warranty.
  3. Sony will make an appointment for the earliest date of visit based on the customer's region. Customers may request to change the appointment date or cancel the appointment, but must call Sony to make arrangements for not less than one working day before the original appointment date.
  • Service terms for Repair Services shall be applicable for this service.

Premium Services

  1. Sony agrees to provide the Premium Service (“the Service”) for the related products during the effective period as stated according to the terms and conditions hereof upon receipt or after received customer’s confirmation to join this Premium Service Scheme and the relevant service fee: (1) Extended Warranty Service; (2) Value Added Service1; (3) Sony Studio Course2
    1 Applicable to digital camera products
    2 Applicable to specific Sony Studio course
  2. This Service is only applicable to products under our warranty. Sony has sole discretion to periodically review the list of applicable products without prior notice. Similarly, Sony has absolute discretion to accept or reject the requests of joining this service scheme.
  3. In case of any force majure or uncontrollable cause (such as supply of the required spare parts is discontinued) which lead to Sony unable to carry out the Service under this agreement, we will refund the balance of the service fee on pro-rata basis of the service period.
  4. Sony will issue “Premium Services Agreement” by mail or email to the customer after confirmed the payment. If customer cannot receive the said mail or email within one (1) month after the payment of service fee , the customer shall contact Sony directly for follow up.
  5. Premium Services will be charged to customer based on the current Premium Services Fee Table. All fees are subject to change without prior notice. No Payment installment is acceptable for the Service.
  6. The warranty service and product service discount offered under this service is only applicable for the registered product with specified model and serial number and all the rights and interests under the Service is non-transferable.
  7. The coverage of the Service is limited to Hong Kong and Macau regions (exclusion from any overseas Services plan).
  8. Sony expressly disclaims all other warranties, expressed or implied, including without limitation implied warranties of merchantability and fitness for a particular purpose to the fullest extended permitted by law.
  1. This Extended Warranty Service will cover Sony products that listed on the current Premium Services Fee Table. This service will provide to the products no matter whether Warranty Agreement made before.
  2. If the product is found malfunctioned and required parts replacement, Sony shall during the effective period of this service scheme period, provide repair service without costs (unless otherwise stated in the respective warranty agreement). Such repair services including the cost of labour and all replacement parts required for proper functioning of the product but exclude: (1) Supplied Software; (2) Supplied Accessories & Cabinet; (3) Sealing gasket for waterproof product.
  3. This Service does not cover any charges for the repair services and/or any other extra services including but not limited to product inspection and adjustment where:
    1. The Product is not covered by any warranty (where any warranty period is expired, or it is within warranty period but Customer’s request for Repair Service is in respect of any consumable items, accessories, cabinets/cosmetic damage or loss to any software programs/data, software conflicts , damage due to accident, misuse, abuse, negligence or improper voltage supply and / or such other situation as specified in Sony’s warranty agreement);
    2. The Product is modified, altered, installed or repaired other than by Sony or Sony’s authorized service facilities prior to the Repair Service provided by Sony hereunder requested by the Customer.
  4. This Service does not cover machine body and lens cleaning and dusting service (which are available in Value Added Service with charges)
  5. Should customer’s product(s) located at outlying islands requires Sony workshop service, the customer shall be at his / her own expenses responsible to deliver the product(s) to one of our Sony customer service centers and pick up at the same Sony customer service centre upon completion of the repair service.
  6. On-site service is limited to Television and Home Theatre System [This service is applicable to 32” or above Television].
  7. If the product is in good condition subject to Sony’s sole judgment, customer is required to settle the payment of Premium Services. In case the product is not in good condition and requires to repair, customer shall pay the repair charges (including parts and labour charges) before joining Premium Services. The inspection fee paid will be deduced from repair charge. If the customer does not agree to proceed the repair, the product will be returned to the customer.
  8. Pre-acceptance Inspection - If the product is out of warranty period, pre-acceptance inspection of the product shall be made. If customer agrees to the said inspection, Sony will charge the inspection fee in advance that based on the current Service Charge Table subject to terms here of, all charges are subject to change without prior notice. The inspection fee is non-refundable and cannot be used as part of the fee of Premium Services scheme. Sony will carry out the said inspection either by home visit; or customer may be requested to send the product to our Customer Service Centre depends on the product category.
  9. Customer should inform Sony in writing as soon as possible in case of any change of contact information. Sony shall not be responsible for any loss or damage arising from the Customer’s failure to inform us promptly.
  10. This Service is valid only in Hong Kong and Macau regions (exclusion from any foreign warranty coverage).
  11. This Service is non-transferrable.
  12. All repair services provided by us shall be governed by the prevailing Service Terms for Repair Services.
  13. The "Sony Product Maintenance Terms & Condition of Service" and "個別產品保用明細表" apply to these Terms & Condition of Service.

Value Added Service and Sony Studio Service are additional services with charges, customers registered for this service scheme can enjoy the below discount upon purchase of the related services;

  1. Value Added Service - Up to 50% discount of original price
  2. Sony Studio Service – Up to 20% discount of original price

Supplied Accessory Enquiry

Sony will provide to Customers the price check of Sony supplied accessory and the order status check of supplied accessory order on free-of-charge basis.

  1. For price check, Customer shall provide the Item Number or Product Model Categories or Product Model or Phone Number or E-mail Address in order to display the status information. Item Number is a 9-digit reference number assigned by Sony to identify particular parts.
  2. For order status check, Customer shall provide the Sales Order Number or Phone Number or E-mail Address in order to display the status information. Sales Order Number is a reference number assigned by Sony to identify particular supplied accessory sales.
  3. Sony endeavours to ensure the accuracy and reliability of the information provided but does not guarantee its accuracy or reliability and accepts no liability for any loss or damage arising from inaccuracies or omissions.
  • No Exchange / Refund will be entertained under any circumstance except the purchase parts are proved to be manufacturing defect and exchange/refund request being raised within 10 days from the invoice date. Returned parts must be exactly the same condition, no damage and scratching as when the parts were sold and presented together with original invoice copy.

Bravia Value Added Services

This service is only applicable to the below customer:

  • Customer purchases new BRAVIA TV and request to disposal of old TV of any brand#; or
  • Existing BRAVIA TV users#
  1. Sony will collect of the old TV from customer’s designated address for disposal. The old TV disposal will be handled by Sony’s appointed recycling vendor in an environmental protection way.
  2. Sony shall collect the old TV at the same time and same address when and where Sony performs the installation of new BRAVIA TV for the Customer.
  3. Sony has no responsibility to perform any checking or function testing for the old TV. Upon Sony’s collection the all old TV, this shall be regarded as Customer’s agreement to dispose it and forfeit his/her ownership thereon and Customer shall not be reclaimed and after collection made by Sony (no matter the whole or any parts of the old TV or any objects attached thereto)
  4. We may dismantle the wall mount of the old TV without charge upon Customer’s request if such wall mount is original product of Sony. This service shall exclude the dismantling of old TV and its wall mount of any brand other than Sony. Customer may request to dismantle the said non-Sony old TV and its wall mount if the customer pays the additional charges but it is subject to Sony’s sole discretion whether to accept such additional request;
  5. Sony shall not be responsible for any touch-up, cleaning, making good for the wall, whatsoever follow-up works after dismantling of the old TV and wall mount.
  6. In any event, all service fees are not refundable once Sony confirms the service order.

#This service is not available if the customer’s address is located in Tung Chung, Discovery Bay, Park Island and outlying, has no authorized or legitimate unloading area within 50 meters therefrom reached directly by vehicles or buildings without a functioning lift. This service will be suspended in case of Typhoon Signal No. 8 or above is hoisted or the Black Rainstorm Warning signal is issued and the Customer shall contact us for further appointment. 0米範圍內沒有合法卸貨區、貨車未能直達,或沒有升降機直達的地點。 另外,於懸掛8號風球及黑雨警告時,此服務暫停,客戶屆時應聯絡Sony另安排時間。

  1. This service is applicable for Sony TV products only which include TV dismantling, delivery to designed location, installation, connection and channel tuning services for one time each (This service order should not be split up in any circumstances)#
  2. Sony will carry out a basic on-site machine checking on the said TV to ensure the physical condition and it works properly before relocation. After the said inspection, the said TV will be packed with appropriate material and box. The said TV will be then delivered to designated location installation
  3. All accessories required for the said TV installation (e.g. Sony wall mount bracket) should be provided by customer.
  4. This service shall not include any wall touch up or follow-up works no matter after dismantling and installation.
  5. This service shall not include any cabling, conduit and trunking works. If in-wall wire concealment is required, the Customer shall be, at its own cost, make such arrangement.
  6. For safety purpose, installation of the wall mount onto the wall is restricted to the height not more than 2m or below (i.e. the distance between the bottom of the TV and the ground)
  7. The installation of wall mount should be made on either solid core wooden panel with thickness not less than 2 cm or concrete structural wall of thickness not less than 10 cm (other material such as marble, glass panel, gypsum board, hollow core brick or wood panel, etc cannot be used for wall mount installation)
  8. In any event, all service fees are not refundable once Sony confirms the service order.

#This service is not available if the customer’s address is located in Tung Chung, Discovery Bay, Park Island and outlying, has no authorized or legitimate unloading area within 50 meters therefrom reached directly by vehicles or buildings without a functioning lift. This service will be suspended in case of Typhoon Signal No. 8 or the Black Rainstorm Warning signal is issued and the Customer shall contact us for further appointment.

  1. This service is applicable for dismantling any brand TV wall mount products.
  2. This service is only applicable for customer who newly purchase BRAVIA TV product.
  3. This service shall not include any wall touch up and disposal of the dismantled wall mount.

Xperia™ Care Product Warranty

Hong Kong Xperia Care Customer Service Centre and Macau Authorized Service Centre provides warranty services in accordance to the below criteria

  1. Customer must provide the original purchasing invoice issued by authorized dealers*.
  2. The original purchase invoice must print clearly with the date of purchase, model number and IMEI/ESN number.
  3. Should the original purchasing invoice cannot be provided, a copy of the purchasing invoice can be provided via facsimile afterwards. Under such circumstance, the original purchasing invoice must be provided for verification upon the collection of the repaired product.
Warranty service#:
  1. Applicable to handsets, tablets and individually packaged accessories (Including Bluetooth headsets)
  2. Limited carry-in warranty service valid within one (1) year from purchase date.
  3. Warranty service valid within six (6) months from purchase date for supplied accessories.
  4. All accessories are repaired or exchanged for the same color as the original color of the purchased handset. In case where the accessory of the particular color being unavailable, the replacement of the accessory in other colors may be provided instead.
The below circumstances are excluded from warranty coverage. Product inspection fee would be charged at Xperia Care Customer Service Centre and Authorized Service Centre (Inspection fees are non-refundable or count towards the repair charges). The parts charge will be provided upon the completion of product inspection, customer can consider charged repair service in accordance to the repair quotation provided.
  1. Products not confirmed as official goods sold in the Hong Kong or Macau region (“Non-official goods”, or “Parallel import goods”)
  2. The provided invoice was not issued by authorized dealers*
  3. Products under normal wear and tear, physical damage, unauthorized modification to software and hardware, damages due to force majeure or moisture ingress as a result of usage under damp environment are excluded from product warranty.
  4. Product inspection fee:
    1. Non-official goods: HK$ 400
    2. Warranty expired goods: HK$ 150
  5. If Sony repairs or replaces the Product, the repair for the defect concerned, or the replaced Product shall be warranted for the remaining time of the original warranty period or for ninety (90) days from the date of repair, whichever is longer. Repair or replacement may involve the use of functionally equivalent reconditioned units. Replaced parts or components will become the property of Sony.
  6. This warranty does not cover any failure of the Product due to normal tear and wear, or due to misuse, including but not limited to use in other than the normal and customary manner, in accordance with the Sony instructions for use and maintenance of the Product. Nor does this warranty cover any failure of the Product due to accident, software or hardware modification or adjustment, acts of God or damage resulting from liquid.
  7. Minor variations in display brightness and colour may occur between the devices. There may be tiny bright or dark dots on the display. These are called defective pixels and occur when individual dots have malfunctioned and can not be adjusted. Two defective pixels are deemed acceptable.
  8. This warranty does not cover Product failures caused by installations, modifications, or repair or opening of the Product performed by a non-Sony authorized person.
  9. The warranty does not cover Product failures which have been caused by use of accessories or other peripheral devices which are not Sony branded original accessories intended for use with the Product
  10. Tampering with any of the seals on the Product will void the warranty

# In case of any discrepancy between the above and the “Important Information” document, available for download at below web channel link, the terms and conditions listed in the “Important Information” document shall prevail. In case of dispute, the decision of the Hong Kong Xperia Care Customer Service Centre and Macau Authorized Service Centre shall be final.
https://www-support-downloads.sonymobile.com/common/warranty_phones_HK_12_10.pdf

Sony reserves the right to alter the above terms and conditions and list of authorized dealers without further notice.
*https://www.sony.com.hk/dealer/xperia/

Xperia™ Care Traveler Warranty service

  1. For Sony’s official handsets purchased through authorized dealers in the Mainland China, Hong Kong or Macau regions (referred herein as “official goods”), a one (1) year warranty period from the purchase date is provided for in-warranty after-sales services at designated Customer Service Centres or Repair Centres in the Mainland China, Hong Kong or Macau regions.
  2. Exceptions:
    1. The aforementioned warranty service is available to official goods. Any accessories are excluded from this warranty service.
    2. For handsets eligible for the Xperia Care Traveler Warranty service, while the one-year warranty period has been expired, or physical damages not covered by warranty, customer can consider charged repair service in accordance to the repair quotation provided after product inspection service.
    3. Aside from the aforementioned service, the statutory warranty requirements (on repair, replacement and return of electronic products) for the Mainland China region is only applicable to official handsets purchased in the Mainland China region, with such services provided at Repair Centres in the Mainland China region only.
    4. The aforementioned warranty service is only available to officially launched products in the Mainland China, Hong Kong or Macau regions. Product models and specifications may differ in different regions, the availability of any models or products are subjected to regional import/export regulations. If the product was not launched in local region (for the provision of the repair service), customer is required to bring the product to its initial purchasing region for the repair service.
  3. Warranty period verification varies by region, customer is requested to provide relevant information to allow verification upon product inspection.
    1. Mainland China, Hong Kong – Warranty period is verified by the original purchasing invoice issued by authorized mobile network operators/carriers or authorized dealers. Customer is required to provide the original purchasing invoice for the handset upon product inspection.
    2. Macau – Xperia Care official goods verified by the original purchasing invoice issued by authorized dealers. Customer is required to provide the original purchasing invoice for the handset upon product inspection.

Xperia™ Care Repair Service

  1. Customers are advised to perform effective “back up” to all data stored in the handset, while Xperia Care Customer Service Centre is not responsible for any data loss or corruption due to product inspection or repair service.
    1. Xperia Care Customer Service Centre would note be held responsible or indemnify any data loss or corruption during the “back up” operation. ( “Data” includes data downloaded by customer or through third-party, and stored in the handset.)
    2. Xperia Care Customer Service Centre will not retain any data upon the completion of repair service.
    3. Xperia Care Customer Service Centre will not be held responsible for any issues caused by the misuse of other contents or contents provided by the third-party.
  2. Xperia Care Customer Service Centre reserves the right to provide warranty service as a charged service or refuse the provision of warranty service, under these circumstances:
    1. Misuse or physical damage;
    2. Under repair, adjustment, alteration, conversion, retrofit or soldering of internal circuitries through personnel or repair centres not certified as Xperia Care authorized service provider;
    3. Liquid contamination, overheat, fire or any structural damages;
    4. Destruction or tearing of any sealing labels;
    5. Mismatch of IMEI / ESN numbers between product label and the mainboard.
  3. All exchanged handsets, spare parts and components will not be returned to customer. Xperia Care Customer Service Centre reserves all rights for the handling of these items after the repair service.
  4. If inherent defects was found after inspection and customer does not choose to repair, the appearance or function of the returned product may not be able to return to the state at the time of inspection.
  5. For any handsets, spare parts and components left for repair not reclaimed by the Customer within 60 days from the date of the Work Order may be handled in any way whatsoever by Xperia Care Customer Service Centre without prior notice to the Customer. Any claims against losses or damages whatsoever incurred in such event will not be accepted.
  6. Any inspection, repair or handling charges are non-refundable.
  7. For the collection of repaired products when using this service, the service reference number and the original copy of the express waybill are required for such application. If these documents were not made available for verification, Xperia Care Customer Service Centre reserves the right to reject the return of repaired product(s).
  8. Customer’s personal information may be utilized for customer satisfaction survey at a later date, all data will not be disclosed to unauthorized personnel or the public.