After-sales service standards
How IAG looks after the phones you buy: a 120-day warranty from the day you receive each unit, what it covers, and how to make a claim.
Issued by PGC TECH LIMITED.
Warranty period
counted from the date you receive the unit
counted from the date you receive the unit
Each unit carries its own warranty, counted per IMEI from the day it was delivered to you. Where no delivery date was recorded, we count from the ship date and say so on the claim.
Warranty details
- Won't power on
Please include the lock-screen password and the device's login account (Google / phone account), so we can test it.
- Touch screen
Touch not working or white spots on the screen are covered.
- Won't charge
The unit doesn't charge.
- Signal & connectivity
No signal, SIM not detected, no Wi-Fi or Bluetooth, camera not working, battery overheating, carrier locked or blacklisted.
Please give the IMEI and the reason for every unit in your claim. For a covered fault you choose how it's solved:
You repair the unit locally and tell us the cost. If the cost is reasonable, we support the local repair and IAG bears the repair cost.
Send the unit back to us and we repair it.
A unit of the same model and grade in its place, if inventory allows.
If a fault within the warranty period was caused by people, or the damage is to the appearance (for example a damaged touch screen or a damaged shell), we repair the unit when you return it, and you pay for the replacement parts. We quote the parts cost on your claim and repair once you accept it.
A unit that arrived below the grade it was sold as is claimed the same way: technical support re-checks it against our published A+/A/AB/B/C criteria.
How to make a claim
Within the warranty period, contact our after-sales team — the quickest way is to start a claim from the IMEIs in your account — with:
We first sort the problem. A functional fault must be fixed — locally if it can be repaired at a reasonable cost, otherwise by returning the unit. For an appearance issue we first offer a credit for you to keep the unit; it comes back only if you decline. Human damage and units outside warranty are handled separately.
In the claim you choose the solution you prefer. Our after-sales team reviews it and either agrees or offers you another solution:
Repair the unit locally and send us the cost. If it's reasonable, IAG bears it — paid to you by bank transfer or credited to your account. For small quantities.
Send the unit back; we repair it and ship it back to you. This takes longer than the other options.
A unit of the same model and grade in its place, if we have stock.
Return to our Hong Kong or US address. Once we receive and check it, we refund you by bank transfer, or credit the unit at our quotation on the report date against your balance or a later order. Test results within 21 days. Damage caused by people, or screen or appearance damage reported after 14 days, is deducted at the repair cost.
Money back is your choice of a bank refund or a credit note against your account, and a local repair we agree to is paid or credited the same way. This applies to every device version. We pay the return shipping for functional and appearance faults.
Every device version
US, EU and other versions get the same after-sales options, including a refund or credit note.
Open the order, flag the exact IMEIs, describe the problem and add photos or a short video. You can follow every claim in Account → Returns & RMA.