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1) What is Electronic Protection Service Program?

Electronic Protection Service Program provides protection for electronics from accidental physical and liquid damage for 12 months.

2) How much is the price of the Electronic Protection Service Program for my eligible electronic device?

The price of the Electronic Protection Service Program varies depending on the purchase price of the eligible electronic device on the Shopee platform. You may view the price at the checkout page when an eligible electronic device is being purchased.

3) What does this protection cover?

This protection only covers new electronic devices purchased from Shopee’s platform and is not available for accessories such as external cables, keyboards, hard drives, chargers, etc.

• One-time repairs or replacements at authorised repair centres only.
• Two-way transportation costs are covered, including reverse courier service when necessary.
• No deductibles are applicable.

4) What does this protection not cover?

Please refer to the “General Exclusions” section in Terms & Conditions for more information.

5) Will the warranty be affected?

The original manufacturer’s, supplier’s, or seller’s warranty (if any) will not be affected by any repairs to the electronic device with this protection.

6) Is there a time limit for filing a service request?

Yes, service requests need to be submitted no later than fourteen (14) working days from the date of the incident causing the accidental damage to the eligible electronic device.

7) How do I purchase Electronic Protection Service Program as part of my order?

The purchase of Electronic Protection Service Program may be pre-selected when you purchase an electronic device that is eligible for the service. In such cases, if you wish to opt out of the purchase of the service, simply untick the relevant checkbox before placing your order at the checkout page.  

8) How can I deselect Electronic Protection Service Program at checkout?

At the checkout page, users can untick the relevant checkbox to remove Electronic Protection Service Program from the cart.

9) How do I submit a service request for Electronic Protection Service Program?

Step 1: Go to the Service Program Details page, select ‘Service Request’ to start a service request. 

Step 2: Report and submit your request immediately after the incident occurs. 

Step 3: Input the required details in the service request:
- Date of loss
- Existing/Original warranty information
- Description of loss
- Photograph of the damage
- Other supporting documents, as relevant 

Step 4: Your service provider, PolicyStreet, will arrange for a repairer to contact you via our registered mobile phone number. 

Step 5:  The repairer will collect the item from you via one of the methods below, depending on the item:
- To bring the item to the repair centre 
- To arrange for a concierge service to pick up the item
- To provide arrangements for onsite checks for bulky items 

Step 6: The repairer would assess whether the damage to the item is eligible for a request under the Electronic Protection Service Program. 

Step 7: PolicyStreet will contact you directly if the damaged item is eligible for an approved repair, and the repairer will proceed with the repair services. 

Note:

All service requests will be reviewed and assessed by the Service Provider. If additional documents are required, you will be notified. Please upload them within the stated period to avoid any delays. 

Service Request Handling Service Levels