FAQS, Terms & Conditions

Extended Warranty

Extra Protection for Everyday Adventures

Protect your Xplora watch against covered screen damage for one year, with one repair or replacement and no excess to pay.

What does the Xplora Extended Warranty cover?

The Xplora Extended Warranty covers eligible screen damage on XploraOne and all Xplora smartwatches purchased directly from Xplora or an authorised retailer.

It covers accidental screen damage that affects the watch’s usability, essential features or safety. This includes an unresponsive touchscreen, damage affecting calls, GPS or SOS, and broken glass that could cause injury.
When can I purchase the Extended Warranty?

You can add it when purchasing an Xplora watch from our website or an authorised retailer. It must be purchased within 14 days of the watch’s original purchase date.
Can I add the warranty to a device I already own?

Yes, provided the watch was purchased within the past 14 days directly from Xplora or an authorized retailer.. The Extended Warranty cannot be added after this period.

Keep your original receipt or order confirmation, especially when the watch was purchased from an authorised retailer, as you may need it when making a claim.
What damage is not covered?

The warranty does not cover:

  • Intentional damage
  • Damage to the strap, casing or other non-screen parts
  • Minor scratches or normal wear and tear
  • Water damage outside the watch’s stated water-resistance limits
How long does the Extended Warranty last?

Coverage begins on the order date and lasts for one year.
How many times can I make a claim?

The warranty can be used once during the coverage period. An approved claim includes one repair or replacement.
Will my device be repaired or replaced?

Xplora will decide whether to repair the watch or replace it. When the same model is unavailable, you may receive a device with similar specifications.

Cash compensation is not available.
Does it cost anything to make a claim?

There is no excess or deductible for an approved claim. You are only responsible for the postage required to send the watch to us.
How do I make a warranty claim?

Contact Xplora Customer Support with your proof of purchase and a description of the damage. We’ll assess your claim and provide instructions for sending in the watch.

Extended warranty for a broken screen

Extended warranty for a broken screen

Warranty for a broken screen - the following is included:
- New product of equal or better specification
- No deductible
- No deduction for age of the product
- Applies worldwide

In case of damage, this is what you do:
1. Register the damage by sending an email to support.uk@xplora.com.
2. We will assess the damage, and if it falls under the terms of this extended warranty, you will receive a new Xplora Smartwatch of the same or newer model.
3. Your new product will be delivered to you by post.

TERMS OF SERVICE “Extended warranty for a broken screen"

Valid from 01.01.2022

1. Which product is covered by the agreement?
The service can only be subscribed to with the purchase of Xplora devices through our website. It only applies to the product indicated on the receipt and upon providing Xplora with the IMEI of the watch within 7 days after the product has been received.

2. To whom does the agreement apply?
The agreement applies to the original buyer of the Xplora product, or for another person who later bought the product within the extended warranty period.

3. Where does the agreement apply?
The agreement applies worldwide. The replacement product is provided to the country where the product was purchased.

4. When does the agreement apply and how long is it valid?
The agreement is valid from the subscription date, i.e. the date the IMEI nr is provided back to Xplora. The validity is 1 year (365 days).

5. The agreement includes
The agreement covers a broken screen with the exception of intentional damage.

6. Deductible
There is no deductible toward a covered claim.

7. Gross negligence and intent
The Xplora product should be used, treated and stored with reasonable care, to avoid damages to the extent possible. Damages to the product resulting from gross negligence and or wilful misuse are not covered.

8. Replacement Product
The replacement product will be provided in the form of an identical product or, if such a product cannot be obtained, a product of similar specifications as the damaged product.

The remaining agreement period will be transferred to the new product. No deduction is made for depreciation due to age and use. No cash compensation is provided. The product can be replaced one - 1 - time during the period of the agreement.

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