STAR SHIELD EXTENDED WARRANTY (24 MONTHS)

1. How consumer rights affect this plan

The benefits conferred by this plan are in addition to all rights and remedies provided under the Consumer Protection Laws and Regulations. This plan shall not prejudice the rights granted by applicable consumer law, including the right to receive remedies under statutory warranty law and to seek damages in the event of the non-performance by Star Shield of any of its contractual obligations.

2. The Plan

This service contract governs the hardware service and technical support provided to You by Star Shield under the above-mentioned plan (each referred to herein as the “Plan”) for any PC Desktop, Laptops, Smart Phone, Tablet, Printer, WiFi Router, IP Camera, Smart Watch and Fitness Tracker, LCD/LED PC Monitor, Headphone/Headset, Bluetooth Speaker, Bluetooth Earpiece, Wireless Earbud (“Covered Device”) listed on Your proof of coverage document.

3. Definitions

In this Contract, the following words have the following meanings:

• “We,” “Us,” “Our” refer to Star Shield Authorised Retailer.
• “Plan” refers to Star Shield Extended Warranty Plan.
• “Retailer” refers to the retailing partner that You purchase the Plan.
• “SRP” refers to Sales Retail Price of equipment listed in the sales invoice (inclusive of GST).
• “You” “Your” refer to the purchaser of the Star Shield Extended Warranty Plan.
• “Equipment” refers to the equipment covered by plan.
• “Manufacturer’s Warranty” refers to the standard warranty of Your equipment purchased from the retailer.
• “Repair Value” refers to the cost of the labour and parts of the repair carried out.
• “On site” refers to Singapore mainland.
• “Plan Term” refers to the coverage period of plan when it is still active.

4. Coverage

4.1. Coverage

MUST be activated at point of sales or within 7 days from Plan purchase date by You via Mobil App. The proof of purchase (equipment invoice) and the following information shall be furnished for Plan activation:

1. Your Name (Device’s Owner’s name)
2. Email Address*
3. Mobile Number
4. Equipment Purchase Date
5. Equipment Invoice No./copy of invoice to be uploaded
6. Equipment Brand/Model
7. Equipment IMEI/Serial Number

We reserve the rights to disqualify or void the Plan coverage if activation is not made within 7 days from date of Plan purchase.

4.2. Basic Coverage (Extended Warranty Coverage)

• The Plan provides the coverage for the repair or replacement of the equipment listed on the sales invoice for electrical, electronic, or mechanical breakdown or defect only.
1. The Plan coverage is capped to the SRP listed in the sales invoice and shall be in accordance with the terms and conditions of the Manufacturer’s Warranty of the equipment including any exclusion therein provided. Any Excess Fees not covered in the Manufacturer’s Warranty will be paid by You.
2. The period of the Plan coverage will commence immediately after the expiry of the Manufacturer’s Warranty, subject to the terms and conditions of the Plan.
3. Your Plan Confirmation will be provided to You at or about the time of purchase or sent to You automatically thereafter.
4. The terms of this Plan, the original sales receipt for Your Plan and the Plan Confirmation are each part of Your service contract. You can find the price of the Plan on the original sales receipt. Coverage under this Plan is additional to the coverage provided under applicable mandatory laws, the manufacturer’s hardware warranty.
5. The Warranty coverage for repairs includes the cost of labour and parts. On-site service support is excluded and will be paid by you. Parts repair/replaced by SERVICE PROVIDER will be supported with up to 90 days warranty. Parts repaired/replaced by Manufacturers is subjected to their service warranty terms.
6. In an event that the equipment is deemed beyond economic repair (such decision to be final), we will compensate you with a replacement of an equivalent refurbished model where the value will not exceed the original purchase price or the claim balance (whichever is lower) of the equipment. The replaced equipment or parts becomes our property. Upon acceptance of replacement, the extended warranty shall duly be expired or lapsed.
7. Under no circumstance shall we be obliged to make any cash payment or vouchers as a replacement.
8. Loan Unit Program (coverage for laptop only) – In the event that Your Equipment needs to be retained for a Star Shield facilitated repair, You may be eligible for the Star Shield Loan Unit Program. The Star Shield Loan Unit Program is a separate program offered by Star Shield and is subject to availability.
9. Priority Repair Program – Under the Priority Repair Program, repair or replacement services of this plan will be brought forward in queue and completed first.

4.3. Complimentary Coverage 

(with effect from date of purchase of the Plan till the expiry of the Plan Term)

• One Time Screen Crack Replacement
1. Cracked Screen Replacement can only be claimed ONCE (Applicable for Laptops, Tablet, Smart Watch and Smart Phone).
2. This plan covers damage (exclude any form of scratches) to integrated LCD screen (exclude casing and glass) due to unintentional breakage, drops, falls or other collisions.
3. For claim (LCD Screen Crack) made during the period of Manufacturer’s Warranty, we will do a basic diagnostic and will send the equipment to Manufacturer or their Authorised repairer for Screen Crack Repair/Replacement. All charges of courier, labor and parts will be borne by Us.

• Power Surge Protection
  Where Your Equipment is determined to be defective because of manufacturer’s defects in materials and workmanship that reveal themselves in normal usage and/or as a result of damage from a power surge occurring during the Term of the Plan. Replacement parts covered may be restricted to refurbished or non-original manufacturer’s parts and that perform to the manufacturer’s specifications for the covered Equipment.

4.4 Making A Claim

1. If the Equipment is under the Manufacturer’s Warranty Period, please contact the Manufacturer or their Authorised repairer directly.
2. If the Manufacturer’s Warranty Period for the Equipment has expired, and the Warranty is still in effect, please contact Star Shield Warranty Hotline: 6586 7788 during office hours, Monday to Saturday, 10:00am-7:00pm (excluding Sundays, Eve of PH and PH) or email to warranty-services@starshield.sg for repair authorisation. Alternatively, You can visit Star Shield Service Hub at 89 Science Park Drive #01-10 The Rutherford Lobby C Singapore 118261 to submit a claim and leave Your device.
3. You must provide Your product serial number and a copy of Your Plan’s original proof of purchase, if requested. Repairs without prior authorisation from us will not be covered.
4. All Equipment failures must be notified to us within thirty (30) days otherwise they will not be covered.
5. Customers are advised to consult their manufacturer’s instructions to determine if the failure to operate is due to uncontrollable circumstances otherwise a service and diagnostic fee may still be imposed even though the repair is not proceeded with. In such circumstances, the breakdown is not covered under Warranty and the cost of repairs will be charged accordingly.
6. Any false claim will be handed to the police.

   
   4.5 Plan Coverage Value
   The accumulated Repair Value undertaken by us under the Plan shall not exceed the value of SRP paid by You while it is still in force. Upon which, the coverage will cease, and the Plan will expire or lapse.

5. Scope of Warranty

The Plan is only applicable if all the following conditions are met:

1. The Plan is purchased directly from us or our Authorised Partners and Ambassadors.

2. The registered equipment must be purchased in Singapore and for personal or office use only.

3. The equipment comes with its respective manufacturer’s warranty in Singapore for a minimum of twelve (12) months.

4. The equipment can be repaired in Singapore.

5. We reserve the right to vary or modify the terms and conditions of the Plan any time without prior notice.

6. Exclusions

Exclusion applicable to the Plan:

1. Damage or loss caused by wilfully or recklessly including but not limited to the purposeful act of submerging the equipment into water. Any forms of liquid damage.

2. Damage or loss caused by wilfully or recklessly including but not limited to the purposeful act of over-running, broken into half or pieces.

3. Damage or loss caused by fraud and the execution of legal rights by the authorities of Singapore.

4. Equipment still covered by the manufacturer’s original written warranty, our original written Plan warranty, repairers’ warranty, or any other warranty in effect.

5. Any defects that are subject to manufacturer’s recall.

6. Any normal wear and tear of the equipment which includes but is not limited to switches, buttons, latches, hinges, rollers, print heads, drums, ink cartridges, toner, lamps, flash, touch light, film, rubber, waterproofing & sealing material, ports (all types), dead pixel / spots on screens, burnt parts, cracked parts, or broken parts.

7. Cosmetic, physical damage to external casing, chassis, paintwork, dents scratches or crack to the equipment including internally and externally.
8. Repairs done outside Singapore unless we agree otherwise in writing.
9. Non-authorised modifications or add on option made to the Equipment, failure to follow manufacturer’s installation, operation, or maintenance instructions; Repairs performed by any non-authorised repairer. Usage of non-manufacturer/original accessories that cause equipment damage.
10. Damage or loss caused by devices viruses or caused by wrongfully uploading or downloading files, applications or installing devices software.
11. Any external devices and accessories which includes but is not limited to power adaptor, power charger, power cord, cables, wires, external keyboard and stylus pen, remote control, and all types of batteries (including re-chargeable).
12. Damage or loss caused by which includes but not limited to spilled liquids, corrosion, battery/acid leakage, animal and insect infestation, misuse, neglect and abuse, fungi, dust, rust, fog, mist, and moisture.
13. Equipment that has been diagnosed as not defective may be levied a service charge.
14. Equipment used for commercial use, profit, or communal use for multi-family housing.
15. All Software issues.
16. External faults such as wiring or electrical connection and consequential loss of any kind such as short-circuiting, overheating and explosion.
17. Any loss or damage to the equipment resulting from an act of God (including but not limited to, events such as earthquake, tsunami, war, invasion, act of foreign enemy, warlike operations, civil war).
18. Equipment given to You as free gifts during sales or promotion without any coverage.
19. Equipment with removed or altered IMEI/Serial numbers. You Must furnish to us the new IMEI/Serial number of the equipment replaced under the Manufacturer’s warranty within 30 days, failing which this Warranty will be void.
    
    7.Your Responsibilities

To receive service or support under the Plan, You agree to comply with each of the terms listed below.

1. Provide Your equipment serial number and a copy of Your Plan’s original proof of purchase, if requested.

2. Provide relevant and truthful information about the symptoms and causes of the issues with the Equipment.

3. Respond to requests for information, including but not limited to the (a) equipment IMEI number; or (b) model; or (c) version of the operating system and software installed; or (d) any peripherals devices connected or installed on the Equipment; or (e) any error messages displayed; or (f) the actions which were taken before the equipment experienced the issue and the steps taken to resolve the issue.

4. Proceed with instructions that We give You, including but not limited to refraining from sending equipment and accessories that are not subject to repair or replacement service.

5. We will return Your covered equipment or a replacement by manufacturer as the equipment was originally configured, subject to applicable updates.

6. Backup software and data residing on the Equipment. The content and software of the equipment may be lost or re-formatted during service. We will not be responsible for any damage or loss of any programs, data, or other information stored on any media or any part of any equipment serviced. We may install OS updates as part of hardware service that will prevent the equipment from reverting to an earlier version of the said OS. Third party applications installed on the equipment may not be compatible or work with the equipment as a result of the OS update. You will be responsible for reinstalling all other software programs, data, and passwords.

8. Our Obligation

Our sole obligations are, subject to the exclusions and limitations, to repair the equipment with refurbished, used or OEM parts (any brands / models) or to compensate the You in mode of replacement of equivalent model, whichever is applicable subject to an accumulated Repair Value limited up to the value of the equipment in the sales invoice from each repair undertaken by us. We at our own discretion will authorise a third-party repairer to repair or diagnose the equipment if deemed necessary. We may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to You in doing so. FREE PICKUP & DELIVERY for Star Shield Extended Warranty EXPIRED Customers only, for products mobile phones, laptops and PC repair needs.

9. Limitation of Liability

To the maximum extent permitted by applicable law, We and Our employees partners and ambassadors will under no circumstances be liable to You or any subsequent owner of the covered Equipment for any indirect or consequential damages, including but not limited to costs of recovering, reprogramming, or reproducing any program or data or the failure to maintain the confidentiality of data, any loss of business, profits, revenue or anticipated savings, resulting from Our  obligations under this plan. To the maximum extent permitted by applicable law, the limit of Us and Our employees and agent’s and liability to You and any subsequent owner arising under the plan shall not exceed the total repair value for the Plan of your Equipment. We specifically do not warrant that (i) We will be able to repair or replace the equipment without risk to or loss of programs or data, (ii) We will maintain the confidentiality of data, or (iii) that the operation of the equipment will be uninterrupted or error-free. This Plan is not an insurance policy but providing for repairs for covered breakdowns and defects.

10. Cancellation of Plan

You may cancel this Plan at any time before expiration of the Plan with Our written consent. To do so, You may contact Us via our hotline, or You may send an email notice with Your Plan Agreement Number. You must send a copy of the Plan’s original proof of purchase with Your notice. Unless local law provides otherwise, if You cancel within seven (7) days of Your Plan’s purchase, or receipt of this Plan, whichever occurs later, You will receive a full refund less the value of any service provided under the Plan. If You cancel more than seven (7) days after Your receipt of this Plan, We will not be liable to provide a refund to You.

Unless applicable local law provides otherwise, We may cancel this Plan for fraud or material misrepresentation. Unless applicable local law provides otherwise, We may also cancel this Plan if service parts for the equipment is not available, upon which You will receive a pro-rate refund for the Plan’s unexpired term. We will provide a thirty (30) days prior written notice if We cancel the Plan.

11. Termination of Plan

The Contract will terminate if any of the following events occur, including but not limited to:

1. Expiration of the Plan; or

2. When the accumulated Repair Value has undertaken by Us has reached the maximum; or

3. When the equipment registered for the Plan is lost or stolen due to causes excluded by the manufacturer’s warranty; or

4. Discovery of fraud or misrepresentation; or

5. When this Plan is found to go against the local law; or

6. When there is a violation of the terms and conditions of the Plan and the Manufacturer’s Warranty; or

7. Discovery of the wrong purchased Plan during claim; or

8. Disposal, subsequent sale, or repossession of the registered Equipment

9. 1 to 1 replacement or exchange of the equipment is provided (if deemed as beyond economic repair).

10. Expiration of the Plan will take place after the last day of coverage.

12. Transfer of Plan

You may make a one-time permanent transfer of all of Your rights under the Plan to another party, provided that: (a) You transfer to the other party the original proof of purchase, the Plan’s Confirmation, the Plan’s printed materials and this service contract; (b) You notify Us of the transfer via hotline/email/fax; (c) the other party accepts the terms of this service contract. When notifying Us of the transfer, You must provide the IMEI/Serial number of the Your Equipment, a copy of Your Plan’s original proof of purchase and the name, address, telephone number and email address of the new owner. You may only transfer this Plan if You do not have any outstanding amounts owing to Us at the date of the warranty ownership transfer.

13. General Terms

1. Together with the Plan’s certificate and invoice from Us, these will form the entire agreement between You of this Plan and Us and no other oral or written representations are valid.

2. In carrying out its obligations, We may, at Our discretion and solely for the purposes of monitoring the quality of Our response, record part or all of the calls between You and Us.

3. We are not responsible for any failures or delays in performing under the Plan that are due to events outside Our reasonable control.

4. We have security measures, which should protect Your data against non-authorised access or disclosure as well as unlawful destruction. You will be responsible for the instructions You give to Us regarding the processing of data, and We will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan.

5. There is no informal dispute settlement process available under this Plan.

6. For the Plan sold in Singapore, “Star Shield” is the entity listed in “Country and Jurisdiction Variations” below and the legal and financial obligor for the Star Shield plan sold in Singapore is the entity listed in Section 15 below.

7. The terms of the Plan, including the original sales receipt of the Plan and the Plan confirmation, shall prevail over any conflicting, additional, or other terms of any purchase order or documentations or word of mouth, and constitute Your and Our entire understanding with respect to the Plan.

8. We are not obligated to renew this Plan. If We do offer to renew this Plan, We will determine the price and terms.

14. Personal Data Protection

You acknowledge and hereby agree that Your personal data may be collected, used and/or disclosed in accordance with Our Privacy Policy. In particular, You consent to Your personal data being disclosed to and used by Us and/or third party as per necessary. We may use the information we collect from you, for the following purposes but not limited to:

Allow Us to serve You better;

1. Enable Your use of the services available on Star Shield website/App;

2. Send You general (non-marketing) communications via e-mail;

3. Facilitate our operations process;

4. Verify Your particulars for any warranty claims;

5. Inform You about our repair services;

6. Perform on-site collection and return of Equipment;

7. Conduct investigations related to fraud or falsifying of information;

8. Obtain information for marketing purposes, including (but not limited to) offers, promotions and information about new goods and services via the following channels: e-mail, text message or telephone call; and

9. Any other purposes related to the above.

10. We will ensure that we only send You messages that We think will be of interest to you. For instance, the details of special offers and information about new devices and services.

11. You may opt out of data collection for research and statistical data at any time by contacting Us. If You have not opted out, We reserve the right to collect and use Your personal data for reasons specified above. We will protect Your information in accordance with Our Customer Privacy Policy available at https://starshield.sg/privacy-policy
    
    15. Country and Jurisdiction Variations
    
    Singapore: Parties to Contract – Star Shield of 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261 for all the services and purposes as mentioned above in the terms and conditions. This plan is offered and valid only in Singapore. The laws of the Republic of Singapore govern this Plan.

16.Contact Us

Address: 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261

Email: warranty-services@starshield.sg

Main Office Opening Hours:

11:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)

Hotline Operating Hours

10:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)

Notice: All Terms and Conditions are subject to change without notice at our sole discretion. Contact us to find out more about the latest terms and conditions.

STAR SHIELD SCREEN SHIELD PLAN

1. How consumer rights affect this plan

The benefits conferred by this plan are in addition to all rights and remedies provided under the Consumer Protection Laws and Regulations. This plan shall not prejudice the rights granted by applicable consumer law, including the right to receive remedies under statutory warranty law and to seek damages in the event of the non-performance by Star Shield of any of its contractual obligations.

2. The Plan

This service contract governs the hardware service and technical support provided to You by Star Shield under the above-mentioned plan (each referred to herein as the “Plan”) for Mobile Phones only (“Covered Device”) listed on Your proof of coverage document.

3. Definitions

In this Contract, the following words have the following meanings:

• “We,” “Us,” “Our” refer to Star Shield Authorised Retailer.
• “Plan” refers to Star Shield Extended Warranty Plan.
• “Retailer” refers to the retailing partner that You purchase the Plan.
• “SRP” refers to Sales Retail Price of equipment listed in the sales invoice (inclusive of GST).
• “You” “Your” refer to the purchaser of the Star Shield Extended Warranty Plan.
• “Equipment” refers to the equipment covered by plan.
• “Manufacturer’s Warranty” refers to the standard warranty of Your equipment purchased from the retailer.
• “Repair Value” refers to the cost of the labour and parts of the repair carried out.
• “On site” refers to Singapore mainland.
• “Plan Term” refers to the coverage period of plan when it is still active.

4. Screen Shield Bundle

i. (1) One Screen Protector
ii. (1) One Phone Casing (Transparent)
iii. (1) One Time Screen Crack Replacement (for a period of 12 months from Plan purchase date).

4.1. Coverage

MUST be activated at point of sales or within 7 days from Plan purchase date by You via Mobil App. The proof of purchase (equipment invoice) and the following information shall be furnished for Plan activation:

• Your Name (Device’s Owner’s name)
• Email Address*
• Mobile Number
• Equipment Purchase Date
• Equipment Invoice No./copy of invoice to be uploaded
• Equipment Brand/Model
• Equipment IMEI/Serial Number

 We reserve the rights to disqualify or void the Plan coverage if activation is not made within 7 days from date of Plan purchase.

4.2. One Time Screen Crack Replacement

i. Screen Replacement can only be claimed ONCE during the Plan Term. Plan lapses after a service request is made for Cracked Screen Replacement.

ii. The Plan provides the coverage for screen replacement of the device listed on the sales invoice. The Plan coverage is capped to the SRP listed in the sales invoice and shall be in accordance with the terms and conditions of the Manufacturer’s Warranty of the device including any exclusion therein provided. Any Excess Fees not covered in the Manufacturer’s Warranty will be paid by You.

iii. This plan covers damage (exclude any form of scratches) to integrated LCD screen (exclude casing and glass) due to unintentional breakage, drops, falls or other collisions.

iv. The mobile LCD screen must be protected with a screen protector at all times.

v. Your Plan Confirmation will be provided to You at or about the time of purchase or sent to You automatically thereafter.

vi. The terms of this Plan, the original sales receipt for Your Plan and the Plan Confirmation are each part of Your service contract. You can find the price of the Plan on the original sales receipt or via Star Shield App. Coverage under this Plan is additional to the coverage provided under applicable mandatory laws, the manufacturer’s hardware warranty.

vii. For claim (LCD Screen Crack) made during the period of Manufacturer’s Warranty, we will do a basic diagnostic and will send the device to Manufacturer or their Authorised repairer for Screen Crack Repair/Replacement. All charges of courier, labor and parts will be borne by Us.

viii. The coverage for repairs includes the cost of labour and parts. On-site service support is excluded and will be paid by You. Parts repair/replaced by Us or appointed partner will be supported with up to 90 days warranty. Parts repaired/replaced by Manufacturers is subjected to their service warranty terms.

ix. Under no circumstance shall we be obliged to make any cash payment or vouchers as a replacement.

4.3. Complimentary Coverage 

i. If the device is under the Manufacturer’s Warranty Period and the fault/malfunction is covered by manufacturer’s warranty, please contact the Manufacturer or their Authorised repairer directly.

ii. If it is a screen crack or your Manufacturer’s Warranty Period for the Device has expired, and you can call Star Shield Warranty Hotline: 6586 7788 during office hours, Monday to Saturday, 10:00am-7:00pm (excluding Sundays, Eve of PH and PH) or email to warranty-services@starshield.sg for advise and request for a quote (if the fault/malfunction is not within the Plan coverage).

iii. Alternatively, You can visit our Star Shield service counters conveniently located across Singapore to submit a service request and leave Your device. You must provide Your device IMEI/Serial number and a copy of Your Plan’s original proof of purchase, if requested. Repairs done by other parties without prior authorisation from us will not be covered and Plan will lapse.

iv. The service request for screen crack must be notified to Us within thirty (30) days otherwise they will not be covered. You are advised to consult their manufacturer’s instructions to determine if the failure to operate is due to uncontrollable circumstances otherwise a service and diagnostic fee may still be imposed even though the repair is not proceeded with. In such circumstances, the breakdown is not covered under Warranty and the cost of repairs will be charged accordingly.

v. Any false claim will be handed to the police.

4.4. Plan Coverage Value 

The accumulated Repair Value undertaken by us under the Plan shall not exceed the value of device SRP paid by You while it is still in force. Upon which, the coverage will cease, and the Plan will expire or lapse.

5. Scope of Coverage

The Plan is only applicable if all the following conditions are met:

• The Plan is purchased directly from us or our Authorised Partners and Ambassadors.
• The registered equipment must be purchased in Singapore and for personal or office use only.
• The equipment comes with its respective manufacturer’s warranty in Singapore for a minimum of twelve (12) months.
• The equipment can be repaired in Singapore.
• We reserve the right to vary or modify the terms and conditions of the Plan any time without prior notice.

6. Exclusions

Exclusion applicable to the Plan:

• Damage or loss caused by willfully or recklessly including but not limited to the purposeful act of submerging the equipment into water. Any forms of liquid damage.
• Damage or loss caused by willfully or recklessly including but not limited to the purposeful act of over-running, broken into half or pieces.
• Damage or loss caused by fraud and the execution of legal rights by the authorities of Singapore.
• Equipment still covered by the manufacturer’s original written warranty, our original written Plan warranty, repairers’ warranty, or any other warranty in effect.
• Any defects that are subject to manufacturer’s recall.
• Any normal wear and tear of the equipment which includes but is not limited to switches, buttons, latches, hinges, lamps, flash, touch light, film, rubber, waterproofing & sealing material, ports (all types), dead pixel / spots on screens, burnt parts, cracked parts, or broken parts.
• Cosmetic, physical damage to external casing, chassis, paintwork, dents scratches or crack to the equipment including internally and externally.
• Repairs done outside Singapore unless we agree otherwise in writing.
• Non-authorised modifications or add on option made to the Equipment, failure to follow manufacturer’s installation, operation, or maintenance instructions; Repairs performed by any non-authorised repairer. Usage of non-manufacturer/original accessories that cause equipment damage.
• Damage or loss caused by devices viruses or caused by wrongfully uploading or downloading files, applications or installing devices software.
• Any external devices and accessories which includes but is not limited to power adaptor, power charger, power cord, cables, wires, external keyboard and stylus pen, remote control, and all types of batteries (including re-chargeable).
• Damage or loss caused by which includes but not limited to spilled liquids, corrosion, battery/acid leakage, animal and insect infestation, misuse, neglect and abuse, fungi, dust, rust, fog, mist, and moisture.
• Equipment that has been diagnosed as not defective may be levied a service charge.
• Equipment used for commercial use, profit, or communal use for multi-family housing.
• All Software issues.
• External faults such as wiring or electrical connection and consequential loss of any kind such as short-circuiting, overheating and explosion.
• Any loss or damage to the equipment resulting from an act of God (including but not limited to, events such as earthquake, tsunami, war, invasion, act of foreign enemy, warlike operations, civil war).
• Equipment given to You as free gifts during sales or promotion without any coverage.
• Equipment with removed or altered IMEI/Serial numbers. You Must furnish to us the new IMEI/Serial number of the equipment replaced under the Manufacturer’s warranty within 30 days, failing which this Warranty will be void.

7. Your Responsibilities

To receive service or support under the Plan, You agree to comply with each of the terms listed below.

• Provide Your equipment serial number and a copy of Your Plan’s original proof of purchase, if requested.
• Provide relevant and truthful information about the symptoms and causes of the issues with the Equipment.
• Respond to requests for information, including but not limited to the (a) equipment IMEI number; or (b) model; or (c) version of the operating system and software installed; or (d) any peripherals devices connected or installed on the Equipment; or (e) any error messages displayed; or (f) the actions which were taken before the equipment experienced the issue and the steps taken to resolve the issue.
• Proceed with instructions that We give You, including but not limited to refraining from sending equipment and accessories that are not subject to repair or replacement service.
• We will return Your covered equipment or a replacement by manufacturer as the equipment was originally configured, subject to applicable updates.
• Backup software and data residing on the Equipment. The content and software of the equipment may be lost or re-formatted during service. We will not be responsible for any damage or loss of any programs, data, or other information stored on any media or any part of any equipment serviced. We may install OS updates as part of hardware service that will prevent the equipment from reverting to an earlier version of the said OS. Third party applications installed on the equipment may not be compatible or work with the equipment as a result of the OS update. You will be responsible for reinstalling all other software programs, data, and passwords.

8. Our Obligation

Our sole obligations are, subject to the exclusions and limitations, to repair the equipment with refurbished, used or OEM parts (any brands / models) or to compensate the You in mode of replacement of equivalent model, whichever is applicable subject to an accumulated Repair Value limited up to the value of the equipment in the sales invoice from each repair undertaken by us. We at our own discretion will authorise a third-party repairer to repair or diagnose the equipment if deemed necessary. We may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to You in doing so. FREE PICKUP & DELIVERY for Star Shield Extended Warranty EXPIRED Customers only, for products mobile phones, laptops and PC repair needs.

9. Limitation of Liability

To the maximum extent permitted by applicable law, We and Our employees partners and ambassadors will under no circumstances be liable to You or any subsequent owner of the covered Equipment for any indirect or consequential damages, including but not limited to costs of recovering, reprogramming, or reproducing any program or data or the failure to maintain the confidentiality of data, any loss of business, profits, revenue or anticipated savings, resulting from Our  obligations under this plan. To the maximum extent permitted by applicable law, the limit of Us and Our employees and agent’s and liability to You and any subsequent owner arising under the plan shall not exceed the total repair value for the Plan of your Equipment. We specifically do not warrant that (i) We will be able to repair or replace the equipment without risk to or loss of programs or data, (ii) We will maintain the confidentiality of data, or (iii) that the operation of the equipment will be uninterrupted or error-free. This Plan is not an insurance policy but providing for repairs for covered breakdowns and defects.

10. Cancellation of Plan

You may cancel this Plan at any time before expiration of the Plan with Our written consent. To do so, You may contact Us via our hotline, or You may send an email notice with Your Plan Agreement Number. You must send a copy of the Plan’s original proof of purchase with Your notice. Unless local law provides otherwise, if You cancel within seven (7) days of Your Plan’s purchase, or receipt of this Plan, whichever occurs later, You will receive a full refund less the value of any service provided under the Plan. If You cancel more than seven (7) days after Your receipt of this Plan, We will not be liable to provide a refund to You.

Unless applicable local law provides otherwise, We may cancel this Plan for fraud or material misrepresentation. Unless applicable local law provides otherwise, We may also cancel this Plan if service parts for the equipment is not available, upon which You will receive a pro-rate refund for the Plan’s unexpired term. We will provide a thirty (30) days prior written notice if We cancel the Plan.

11. Termination of Plan

The Contract will terminate if any of the following events occur, including but not limited to:

• Expiration of the Plan; or
• Upon (1) One time screen replacement service request is made; or
• When the device registered for the Plan is lost or stolen due to causes excluded by the manufacturer’s warranty; or
• Discovery of fraud or misrepresentation; or
• When this Plan is found to go against the local law; or
• When there is a violation of the terms and conditions of the Plan and the Manufacturer’s Warranty; or
• Discovery of the wrong purchased Plan during claim; or
• Disposal, subsequent sale, or repossession of the registered Device

12. Transfer of Plan

You may make a one-time permanent transfer of all of Your rights under the Plan to another party, provided that: (a) You transfer to the other party the original proof of purchase, the Plan’s Confirmation, the Plan’s printed materials and this service contract; (b) You notify Us of the transfer via hotline/email/fax; (c) the other party accepts the terms of this service contract. When notifying Us of the transfer, You must provide the IMEI/Serial number of the Your Equipment, a copy of Your Plan’s original proof of purchase and the name, address, telephone number and email address of the new owner. You may only transfer this Plan if You do not have any outstanding amounts owing to Us at the date of the warranty ownership transfer.

13. General Terms

• Together with the Plan’s certificate and invoice from Us, these will form the entire agreement between You of this Plan and Us and no other oral or written representations are valid.
• In carrying out its obligations, We may, at Our discretion and solely for the purposes of monitoring the quality of Our response, record part or all of the calls between You and Us.
• We are not responsible for any failures or delays in performing under the Plan that are due to events outside Our reasonable control.
• We have security measures, which should protect Your data against non-authorised access or disclosure as well as unlawful destruction. You will be responsible for the instructions You give to Us regarding the processing of data, and We will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan.
• There is no informal dispute settlement process available under this Plan.
• For the Plan sold in Singapore, “Star Shield” is the entity listed in “Country and Jurisdiction Variations” below and the legal and financial obligor for the Star Tech plan sold in Singapore is the entity listed in Section 15 below.
• The terms of the Plan, including the original sales receipt of the Plan and the Plan confirmation, shall prevail over any conflicting, additional, or other terms of any purchase order or documentations or word of mouth, and constitute Your and Our entire understanding with respect to the Plan.
• We are not obligated to renew this Plan. If We do offer to renew this Plan, We will determine the price and terms.

14. Personal Data Protection

• You acknowledge and hereby agree that Your personal data may be collected, used and/or disclosed in accordance with Our Privacy Policy. In particular, You consent to Your personal data being disclosed to and used by Us and/or third party as per necessary. We may use the information we collect from you, for the following purposes but not limited to:
• Allow Us to serve You better;
• Enable Your use of the services available on Star Shield website/App;
• Send You general (non-marketing) communications via e-mail;
• Facilitate our operations process;
• Verify Your particulars for any warranty claims;
• Inform You about our repair services;
• Perform on-site collection and return of Equipment;
• Conduct investigations related to fraud or falsifying of information;
• Obtain information for marketing purposes, including (but not limited to) offers, promotions and information about new goods and services via the following channels: e-mail, text message or telephone call; and
• Any other purposes related to the above.
  1. We will ensure that we only send You messages that We think will be of interest to you. For instance, the details of special offers and information about new devices and services.
  2. You may opt out of data collection for research and statistical data at any time by contacting Us. If You have not opted out, We reserve the right to collect and use Your personal data for reasons specified above. We will protect Your information in accordance with Our Customer Privacy Policy available at https://starshield.sg/privacy-policy

15. Country and Jurisdiction Variations

Singapore: Parties to Contract – Star Shield of 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261 for all the services and purposes as mentioned above in the terms and conditions. This plan is offered and valid only in Singapore. The laws of the Republic of Singapore govern this Plan.

16. Contact Us

Address: 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261

Email: warranty-services@starshield.sg

Main Office Opening Hours:

11:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)

Hotline Operating Hours

10:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)

Notice: All Terms and Conditions are subject to change without notice at our sole discretion. Contact us to find out more about the latest terms and conditions.

1. How consumer rights affect this plan

The benefits conferred by this plan are in addition to all rights and remedies provided under the Consumer Protection Laws and Regulations. This plan shall not prejudice the rights granted by applicable consumer law, including the right to receive remedies under statutory warranty law and to seek damages in the event of the non-performance by Star Shield of any of its contractual obligations.

2. The Plan

This service contract governs the hardware service and technical support provided to You by Star Shield under the above-mentioned plan (each referred to herein as the “Plan”) for any Desktops, PC/Notebooks, Tablets, Mobile Phones, Printer, WiFi Router, IP Cameras, and Fitness Trackers, LCD/LED Monitor, Headphone/Headset, Bluetooth Speaker, Bluetooth Earpiece, Wireless Earbud (“Covered Device”) listed on Your proof of coverage document.

3. Definitions

In this Contract, the following words have the following meanings:

•  “We”, “Us”, “Our” refer to the Star Shield authorised retailer
•  “You”, “Your” refer to the purchaser of the Star Shield warranty plans
•   “Equipment” refers to the product covered by the Plan
•  “Warranty”, “Plan” refers to Star Shield’s ELITE warranty plan
•   “On site” refers to Singapore mainland
•  “Repair Value” refers to the cost of the labour and parts of the repair carried out
•  “Plan Term” refers to the period when the plan is still active

4. Coverage

4.1 Basic Coverage

1. Star Shield’s Elite Warranty Plan provides the coverage for the repair or replacement of the Equipment listed on the sales invoice for electrical, electronic, or mechanical breakdown or defect only. The Warranty coverage shall be in accordance with the Manufacturer’s Warranty coverage of the Equipment including any exclusion therein provided. Any Excess Fees not covered in the warranty coverage will be paid by You.

2. The period of the Warranty coverage will commence immediately after the expiry of the Manufacturer’s Warranty, subject to Star Shield’s Elite Plan. The period of warranty coverage for all devices will be up to a maximum of five (5) years. Your Plan Confirmation will be provided to You at or about the time of purchase or sent to You automatically thereafter. The terms of this Plan, the original sales receipt for Your Plan and the Plan Confirmation are each part of Your service contract. You can find the price of the Plan on the original sales receipt. Coverage under this Plan is additional to the coverage provided under applicable mandatory laws, the manufacturer’s hardware warranty and complementary technical support.

3. The Warranty coverage for repairs includes the cost of labour and parts. On-site service support is excluded and will be paid by you.

4.2 Star Shield Elite Plan

The Warranty coverage shall be in accordance with the Manufacturer’s warranty coverage of the Equipment including any exclusion therein provided. The Warranty coverage commences immediately upon purchase, including:

1.  Loan Unit Program
2.   Priority Repair Program
3.   One-to-One Equipment exchange
4.   In the event that Your Equipment needs to be retained for a Star Shield facilitated repair, You may be eligible for the Star Shield Loan Unit Program. The Star Shield Loan Unit Program is a separate program offered by Star Shield and is subject to availability. Loan Units are only available for Notebooks.
5.   Under the Priority Repair Program, repair or replacement services of this plan will be brought forward in queue and completed first. After which, service requests of STANDARD and PREMIUM Plan holders will be fulfilled.
6. In an event that the Equipment is deemed beyond economic repair (such decision to be final), we will compensate Elite Plan holders with a replacement of an equivalent refurbished model where the value will not exceed the original purchase price or the claim balance (whichever is lower) of the equipment. The replaced equipment or parts becomes our property. Upon acceptance of replacement, the extended warranty shall duly be expired or lapsed.

Under no circumstance shall we be obliged to make any cash payment or vouchers as a replacement.

4.3 One Time Coverage

The Warranty coverage shall be in accordance with the Manufacturer’s warranty coverage of the Equipment including any exclusion therein provided. This Warranty coverage commences immediately upon purchase, including:

1.  Fire, Theft from Home (with break-in), or Flood Replacement (Has ceased with effect from 1 August 2022)
2.  Power Surge Protection
3.   Battery Replacement (Has ceased with effect from 1 Dec 2021)
4.   Cracked Screen Replacement
5.  Fire, Theft from Home (with break-in), Flood (including damage caused by landslide as a result of tempest and rainstorm) affecting the Product(s) (Has ceased with effect from 1 August 2022).
6.  This Warranty includes a one-time Fire, Theft from Home (with break-in), or Flood Replacement which is claimable at any point of time within Warranty period.
7.  In the event of Fire or Flood, if it is determinable by Star Shield that the Product(s) can be repaired, Star Shield shall arrange for the repair of the Product(s), provided that the Excess difference between the costs of the repair and the Original Devices’ purchased price is borne by the Warranty Holder if the costs of the repair exceed the relevant amount.
8.  In the event of Fire, Theft from Home (with break-in) and Flood [and the damage (if applicable) is such that it is determined by Star Shield that the Product(s) cannot be repaired (such determination to be final), Star Shield shall compensate the Warranty Holder with a replacement unit of and the value of which shall not exceed the Original Devices’ purchased price.
9.  In the event of Fire, Theft from Home (with break-in) and Flood, the Warranty Holder must make a police report within seven (7) days of the occurrence of the event. (A claim will not be accepted if there is delay in making the police report or if the person making the police report is not the Warranty Holder.)
10.  Once the Warranty Holder is compensated by Star Shield, the Product(s), or any part thereof, if recoverable, shall belong to Star Shield and the Warranty will expire or lapse.
11.  The references to “Home” in the Warranty refers to the residence of the Warranty Holder.
12.  Power Surge Protection
13.   Where Your Product is determined to be defective because of (“Power Surge”) manufacturer’s defects in materials and workmanship that reveal themselves in normal usage and/or as a result of damage from a power surge occurring during the Term of the Plan, Star Shield will cover the cost of Product repair services. Specifically, this will cover technician and repair service centre labour costs, as well as the cost of replacement parts necessary to restore Your Product to normal operating condition.
14.  Replacement parts covered may be restricted to refurbished or non-original manufacturer’s parts and that perform to the manufacturer’s specifications for the covered Product.
15.   This Plan provides power surge protection from the date of purchase of the Product (hardware only).
16.   At Star Shield’s option, as opposed to covering the cost of repair, Star Shield may cover the cost of a Replacement Product, though not necessarily of the same brand, not to exceed the original purchase price.
17.   Battery Replacement (Has ceased with effect from 1 Dec 2021)
18.  Battery Replacement can only be claimed ONCE during the first year of Manufacturer’s Warranty Contract Term. Battery Failure that occurs after the first year of Manufacturer’s Warranty Contract Term will not be liable for a replacement.
19.   Battery Replacement is only applicable for Notebooks/Laptops.
20.  Battery Replacement can only be claimed if the maximum capacity battery of Your device falls to or below eighty (80) percent of the original maximum capacity.
21. Cracked Screen Replacement
22.  Cracked Screen Replacement can only be claimed ONCE during the Extended Warranty Contract Term. It is only applicable to Tablets, PC/Notebooks, Mobile Phones and Smart Watch (Fitness Trackers) only.
23.   This plan covers damage to integrated LCD screen due to unintentional breakage, drops, falls or other collision

4.4 Making Claims

1. If the Equipment is under the Manufacturer’s Warranty Period, please contact the Manufacturer or their Authorised repairer directly. If the Manufacturer’s Warranty Period for the Equipment has expired, and the Warranty is still in effect, please call Star Shield Warranty Hotline: 6586 7788 during office hours, Monday to Saturday, 10:00am-7:00pm (excluding Sundays, Eve of PH and PH) or email to warranty-services@starshield.sg for repair authorisation. Alternatively, You can visit Star Shield Service Hub at 89 Science Park Drive #01-10 The Rutherford Lobby C Singapore 118261 to submit a claim and leave Your device. You must provide Your product serial number and a copy of Your Plan’s original proof of purchase, if requested. Repairs without prior authorisation from us will not be covered.

   All Equipment failures must be notified to us within thirty (30) days otherwise they will not be covered.

   Customers are advised to consult their manufacturer’s instructions to determine if the failure to operate is due to uncontrollable circumstances otherwise a service and diagnostic fee may still be imposed even though the repair is not proceeded with. In such circumstances, the breakdown is not covered under Warranty and the cost of repairs will be charged accordingly.

2. Any false claim will be handed to the police

4.5 Excess Fees (Applicable only to PC/Notebooks and Desktops)

Star Shield reserves the right to deny any claims if You fail to comply on the EXCESS fee (if applicable). Equipment that has been diagnosed as not damaged / defective may also be levied a service charge. For plans that are purchased after 1st January 2021, the Microsoft excess of 40% will not apply.

4.6 Coverage Value

The accumulated Repair Value undertaken by us under the Elite Plan shall not exceed one hundred (100) percent (maximum) of the value of product purchase price paid by the customer while it is still in force. Upon which, the coverage will cease, and the Contract will expire or lapse.

5. Scope of Warranty

The Warranty is only applicable if all the following conditions are met:

1.  The Plan is purchased directly from us.
2.  The registered Equipment is used in Singapore and for personal use only unless Corporate Coverage upgrade is purchased.
3.  The Equipment comes with its respective Manufacturer’s Warranty minimum of twelve (12) months.
4.  The Equipment can be repaired in Singapore (mainland only).
5.  We reserve the right to vary or modify the terms and conditions of the Warranty any time without prior notice.

6. Exclusions

6.1 Exclusion applicable to Elite plan:

1. Damage or loss caused by events that occur outside Singapore.
2. Damage or loss caused by wilfully or recklessly including but not limited to the purposeful act of submerging product(s) into water, act of over-running, broken into half or pieces.
3. Damage or loss caused by wilfully or recklessly including but not limited to the purposeful act of over-running, broken into half or pieces.
4. Damage or loss caused by fraud and the execution of legal rights by the authorities of Singapore.
5. Equipment still covered by the Manufacturer’s original written warranty, our original written warranty, repairers’ warranty, or any other warranty in effect.
6. Any defects that are subject to manufacturer’s recall.
7. Any normal wear and tear of the Equipment which includes but is not limited to switches, buttons, latches, hinges, rollers, print heads, drums, lamps, film, ink cartridges, toner, rubber, waterproofing & sealing material, ports (all types), dead pixel / spots on screens, burnt parts, cracked parts, broken parts or straps.
8. Cosmetic, physical damage to external casing, chassis, paintwork, dents, scratches or crack to the equipment including internally and externally.
9. Repairs done outside Singapore unless we agree otherwise in writing.
10. Unauthorised modifications or add on option made to the Equipment, failure to follow manufacturer’s installation, operation, or maintenance instructions; Repairs performed by any non-authorised repairer. Usage of non-manufacturer/original accessories that cause Equipment damage.
11. Damage or loss caused by computer viruses or caused by wrongfully uploading or downloading files, applications or installing computer software.
12. Any external devices and accessories which includes but is not limited to power adaptor, power charger, power cord, cables, wires, external keyboard and mouse, remote control, and all types of batteries (including re-chargeable).
13. Damage or loss caused by which includes but not limited to spilled liquids, corrosion, battery/acid leakage, animal and insect infestation, misuse, neglect and abuse, fungi, dust, rust, fog, mist, and moisture.
14. External faults such as wiring or electrical connection and consequential loss of any kind.
15. Equipment that has been diagnosed as not defective may be levied a service charge.
16. Equipment used for commercial use, profit, or communal use for multi-family housing (except Corporate Coverage plans).
17. All Software issues.
18. External faults such as wiring or electrical connection and consequential loss of any kind such as short-circuiting, overheating and explosion.
19. Any forms of liquid damage.
20. Any loss or damage to the Equipment resulting from an act of God (including but not limited to, events such as earthquake, tsunami, war, invasion, act of foreign enemy, warlike operations, civil war).
21. Equipment given to You as free gifts during sales or promotion.
22. Equipment with removed or altered serial numbers. If You shall furnish to us the new serial number of the Equipment replaced under the Manufacturer’s warranty within 30 days, failing which this Warranty is excluded.

7. Your Responsibilities

To receive service or support under the Plan, You agree to comply with each of the terms listed below.

1.  Provide Your product serial number and a copy of Your Plan’s original proof of purchase, if requested.
2.  Provide relevant and truthful information about the symptoms and causes of the issues with the Covered Equipment.
3.  Respond to requests for information, including but not limited to the (a) Covered Equipment serial number; or (b) model; or (c) version of the operating system and software installed; or (d) any peripherals devices connected or installed on the Covered Equipment; or (e) any error messages displayed; or (f) the actions which were taken before the Covered Equipment experienced the issue and the steps taken to resolve the issue.
4.   Proceed with instructions that Star Shield gives You, including but not limited to refraining from sending products and accessories that are not subject to repair or replacement service.
5.  Star Shield will return Your Covered Equipment or provide a replacement as the Covered Equipment was originally configured, subject to applicable updates.
6.   Backup software and data residing on the Covered Equipment. The content and software of the covered Equipment may be lost or re-formatted during service. Star Shield will not be responsible for any damage to, or loss of any programs, data, or other information stored on any media, or any part of any Product serviced. Star Shield may install OS updates as part of hardware service that will prevent the Covered Equipment from reverting to an earlier version of the said OS. Third party applications installed on the Covered Equipment may not be compatible or work with the Covered Equipment as a result of the OS update. You will be responsible for reinstalling all other software programs, data, and passwords.

8. Our Obligation

Our sole obligations are, subject to the exclusions and limitations, to repair the Equipment with refurbished, used, or third-party parts (any brands / models) or to compensate the customer in mode of replacement of equivalent model, whichever is applicable subject to an accumulated Repair Value limited up to the value of the Equipment in the invoice from each repair undertaken by us.

We at our own discretion will authorise a third party to repair or diagnose the Equipment if deemed necessary.

FREE PICKUP & DELIVERY for Star Shield Extended Warranty EXPIRED Customers only, for products mobile phones, laptops and PC repair needs.

9. Limitation of Liability

To the maximum extent permitted by applicable law, Star Shield and its employees and agents will under no circumstances be liable to You or any subsequent owner of the covered Equipment for any indirect or consequential damages, including but not limited to costs of recovering, reprogramming, or reproducing any program or data or the failure to maintain the confidentiality of data, any loss of business, profits, revenue or anticipated savings, resulting from Star Shield’s obligations under this plan. To the maximum extent permitted by applicable law, the limit of Star Shield and its employees and agent’s and liability to You and any subsequent owner arising under the plan shall not exceed the total Repair Value for the Plan of your Covered Equipment. Star Shield specifically does not warrant that (i) it will be able to repair or replace covered Equipment without risk to or loss of programs or data, (ii) it will maintain the confidentiality of data, or (iii) that the operation of the product will be uninterrupted or error-free.

This Warranty is not an insurance policy but providing for repairs for covered breakdowns and defects.

10. Cancellation of Plan

You may cancel this plan at any time before expiration of the Plan with the written consent of Star Shield. To do so, You may contact Star Shield via our hotline, or You may send an email notice with Your Plan Agreement Number. You must send a copy of the Plan’s original proof of purchase with Your notice. Unless local law provides otherwise, if You cancel within seven (7) days of Your Plan’s purchase, or receipt of this Plan, whichever occurs later, You will receive a full refund less the value of any service provided under the Plan. If You cancel more than seven (7) days after Your receipt of this Plan, Star Shield will not be liable to provide a refund to You.

Unless applicable local law provides otherwise, Star Shield may cancel this Plan for fraud or material misrepresentation. Unless applicable local law provides otherwise, Star Shield may also cancel this Plan if service parts for the Covered Equipment are not available, upon which You will receive a pro-rate refund for the Plan’s unexpired term. Star Shield will provide a thirty (30) days prior written notice if we cancel the Plan.

11. Termination of Plan

The Contract will terminate if any of the following events occur, including but not limited to:

1. Expiration of the Plan; or
2. When the accumulated Repair Value has undertaken by us has reached the maximum; or
3. When the Product registered for the Contract is lost or stolen due to causes excluded by the warranty; or
4. Discovery of fraud or misrepresentation; or
5. When this agreement is found to go against the local law; or
6. When there is a violation of the terms and conditions of the Plan and the Manufacturer’s Warranty; or
7. Discovery of the wrong purchased Plan during claim; or
8. Disposal, subsequent sale, or repossession of the registered Equipment
9. 1 to 1 replacement or exchange of the registered equipment is provided (if deemed as beyond economic repair).

Note: Expiration of the Plan will take place after the last day of coverage

12. Transfer of Plan

You may make a one-time permanent transfer of all of Your rights under the Plan to another party, provided that: (a) You transfer to the other party the original proof of purchase, the Plan’s Confirmation, the Plan’s printed materials and this service contract; (b) You notify Star Shield of the transfer via hotline/email/fax; (c) the other party accepts the terms of this service contract. When notifying Star Shield of the transfer, You must provide Your product serial number of the Covered Equipment, a copy of Your Plan’s original proof of purchase and the name, address, telephone number and email address of the new owner. You may only transfer this Plan if You do not have any outstanding amounts owing to Star Shield at the date of the warranty ownership transfer.

13. General Terms

1. Together with the Warranty certificate and invoice from us, these will form the entire agreement between You of this Warranty and us and no other oral or written representations are valid.
2. All devices (PC/Notebooks, Tablets, Mobile Phones, Digital Cameras, IP Cameras, Fitness Trackers, WiFi Routers and Desktops) with at least one (1) year manufacturer warranty are eligible for the Elite plan.
3. All Terms and Conditions are subject to change without notice at our sole discretion. Contact us to find out more about the latest terms and conditions.
4. In carrying out its obligations, Star Shield may, at its discretion and solely for the purposes of monitoring the quality of Star Shield’s response, record part or all of the calls between You and Star Shield.
5. Star Shield may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to You in doing so.
6. Star Shield is not responsible for any failures or delays in performing under the Plan that are due to events outside Star Shield’s reasonable control.
7. Star Shield has security measures, which should protect Your data against unauthorised access or disclosure as well as unlawful destruction. You will be responsible for the instructions You give to Star Shield regarding the processing of data, and Star Shield will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan.
8. There is no informal dispute settlement process available under this Plan.
9. For the Elite plan sold in Singapore, “Star Shield” is the entity listed in “Country and Jurisdiction Variations” below and the legal and financial obligor for the Elite plan sold in Singapore is the entity listed in Section 15 below.
10. The terms of the Plan, including the original sales receipt of the Plan and the Plan Confirmation, shall prevail over any conflicting, additional, or other terms of any purchase order, documentations, or word of mouth, and constitute Your and Star Shield’s entire understanding with respect to the Plan.
11. Star Shield is not obligated to renew this Plan. If Star Shield does offer to renew this Plan, it will determine the price and terms.

14. Personal Data Protection

The Warranty Holder acknowledges and hereby agrees that the Warranty Holder’s personal data may be collected, used and/or disclosed in accordance with Star Shield’s Privacy Policy. In particular, the Plan holder consents to the Plan holder’s personal data being disclosed to and used by Star Shield and/or third party as per necessary. Star Shield may use the information we collect from you, for the following purposes but not limited to:

Allow us to serve you better;

1.  Enable your use of the services available on Star Shield website;
2. Send you general (non-marketing) communications via e-mail;
3. Facilitate our operations process;
4. Verify your particulars for any warranty claims;
5. Inform you about our repair services;
6. Perform on-site collection and return of covered equipment;
7. Conduct investigations related to fraud or falsifying of information;
8. Obtain information for marketing purposes, including (but not limited to) offers, promotions and information about new goods and services via the following channels: e-mail, text message or telephone call; and
9. Any other purposes directly related to the above.

Star Shield will ensure that we only send you messages that we think will be of interest to you. For instance; the details of special offers and information about new products and services.

You may opt out of data collection for research and statistical data at any time by contacting Star Shield. If You have not opted out, Star Shield reserves the right to collect and use Your personal data for reasons specified above. Star Shield will protect Your information in accordance with Star Shield Customer Privacy Policy available at https://starshield.sg/privacy-policy

15. Country and Jurisdiction Variations

Singapore: Parties to Contract – Star Shield of 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261 for all the services and purposes as mentioned above in the terms and conditions. This plan is offered and valid only in Singapore. The laws of the Republic of Singapore govern this Plan.

16. Contact Us

Address: 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261

Email: Warranty-services@starshield.sg

Main Office Opening Hours:

11:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)

Hotline Operating Hours

10:00am – 7:00pm Monday to Saturday (Close on Sundays and Public Holidays)

1. Star Shield Island wide Pick-up service

a. Star Shield Islandwide pick-up service is applicable for the General Public.

b. Islandwide pick-up service is available for all residential area, excluding industrial region.

c. Only Laptops, Desktop/PC and Mobile phones are eligible for the pick-up service.

d. Customers may call in to Star Shield’s hotline to arrange for a courier pick-up, subject to courier’s availability.

e. An evaluation/diagnostic fee $80 will be chargeable regardless irreparable. Courier charges 1-way will be from $25; 2-ways will be from $40.

f. The following are NOT covered under warranty repair – Cracked LCD, accidents, abuse, misuse, liquid, fire, improper ventilation and any damages resulting from wear and tear. New part replacement(s) will be charged accordingly.

g. All PAID hardware repairs for desktops and laptops come with a 180-day warranty unless stated otherwise. For all PAID hardware repairs for Mobile phones, iPads and Tablets, come with a 30-day warranty only.

h. Depending on the level of repair and availability of parts, repair may exceed the duration of 7-14 working days.

i. Company has the right to dispose of a repaired device without any recourse, if the item is unclaimed by the customer, 30 days after receiving the first notification to collect the item. Additionally, a storage fee of $5 per day will be charged for items not collected 14 days after receiving an SMS notification.

j. After repair, you may collect your device from Star Shield Main Service Centre or request for courier to drop-off at your residential area. 

k. Payment will be made upon collection of your device at our Star Shield stores and Service Centre. For drop-off at residential area, payment will have to be made via online prior to arranging courier.

l. Star Shield Main Service Centre is located at 89 Science Park Drive, #01-10, The Rutherford Lobby C, Singapore 118261. We are open from Mon-Sat 11am-7pm, closed on Sundays and Public Holidays.

2. Pick-up & Drop-off Service in Science Park 1

a. Star Shield Pick-Up & Drop-Off service is applicable to all Capitaland Tenants in Science Park 1.

b. Only Laptops and Mobile phones are eligible for this service.

c. Customers may call our hotline at 6586 7788 and schedule a pick-up time with us.

d. Customers may drop off their devices at our Main Office, we are located at 89 Science Park Drive, #01-10, The Rutherford Lobby C, Singapore 118261. We are open from Mon-Sat 11am to 7pm.

e. An $80 deposit (inclusive of service charge and repair fees) is applicable to all laptop repairs. A $40 deposit (inclusive of service charge and repair fees) is applicable to all mobile phone repair.

f. Full payment for the repair, less the deposit, will be made after the device has been repaired. We only accept Credit or Debit payment.

g. Depending on the level of repair and availability of parts, repair may exceed the duration of 7-14 working days.

h. All programmes organised by Star Shield are subjected to a set of terms and conditions, which we reserve the right to change without prior notice.

3. Contact Us

Address: 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261

Email:

warranty-services@starshield.sg

repair-services@starshield.sg

Main Office Opening Hours:

11:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)

Hotline Operating Hours

10:00am – 7:00pm Monday to Saturday (Close on Sundays and Public Holidays)

Preowned Warranty Plan – Terms and Conditions

1. How consumer rights affect this plan
The benefits conferred by this plan are in addition to all rights and remedies provided under the
Consumer Protection Laws and Regulations. This plan shall not prejudice the rights granted by
applicable consumer law, including the right to receive remedies under statutory warranty law and to
seek damages in the event of the non-performance by Star Shield of any of its contractual obligations.

2. The Plan
This service contract governs the hardware and software service and technical support provided to
You by Star Shield under the above-mentioned plan (each referred to herein as the “Plan”) for any,
Laptops and Mobile Phones (“Covered Device”) listed on Your proof of coverage document.

3. Definitions
In this Contract, the following words have the following meanings:
i. “We”, “Us”, “Our” refer to the Star Shield authorised retailer
ii. “You”, “Your” refer to the purchaser of the Star Shield warranty plans
iii. “Equipment” refers to the product covered by the Plan
iv. “Warranty”, “Plan” refers to Star Shield’s PREOWNED warranty plan
v. “On site” refers to Singapore mainland
vi. “Repair Value” refers to the cost of the labour and parts of the repair carried out
vii. “Plan Term” refers to the period when the plan is still active

4. Coverage
4.1 Basic Coverage
a. Star Shield Warranty Plan provides the coverage for the repair or replacement of the Equipment
listed on the sales invoice for electrical, electronic, or mechanical breakdown or defect only Any Excess
Fees not covered in the warranty coverage will be paid by You.
b. The period of the Warranty coverage for the PLAN will commence on the purchased date of the
device, subject to the Plan selected, up to six (6) months or twelve (12) months. Your Plan
Confirmation will be provided to You at or about the time of purchase or sent to You automatically
thereafter. The terms of this Plan, the original sales receipt for Your Plan and the Plan Confirmation
are each part of Your service contract. You can find the price of the Plan on the original sales receipt.
Coverage under this Plan is additional to the coverage provided under applicable mandatory laws, the
manufacturer’s hardware warranty and complementary technical support.
c. The Warranty coverage for repairs includes the cost of labour and parts.
d. On-site service support is excluded and will be paid by You.
4.2 Making Claims
If the Equipment is under the Manufacturer’s Warranty Period, please contact the Manufacturer or
their Authorised repairer directly. If the Manufacturer’s Warranty Period for the Equipment has
expired, and the Warranty is still in effect, please call Star Shield Warranty Hotline: 6586 7788 during
office hours, Monday to Saturday, 10:00am-7:00pm (excluding Sundays and PH) or email to warrantyservices@
starshield.sg for repair authorisation. Alternatively, You can visit Star Shield Service Hub at
89 Science Park Drive #01-10 The Rutherford Lobby C Singapore 118261 to submit a claim and leave
Your device. You must provide Your product serial number and a copy of Your Plan’s original proof of
purchase, if requested. Repairs without prior authorisation from us will not be covered.
All Equipment failures must be notified to us within thirty (30) days otherwise they will not be covered.
Customers are advised to consult their manufacturer’s instructions to determine if the failure to
operate is due to uncontrollable circumstances otherwise a service and diagnostic fee may still be
imposed even though the repair is not proceeded with. In such circumstances, the breakdown is not
covered under Warranty and the cost of repairs will be charged accordingly.
4.3 Excess Fees
Star Shield reserves the right to deny any claims if You fail to comply on the EXCESS fee (if applicable).
Equipment that has been diagnosed as not damaged / defective may also be levied a service charge.
4.4 Coverage Value
The accumulated Repair Value undertaken by us under the Plan shall not exceed a hundred (100)
percent (maximum) of the value of product purchase price paid by the customer while it is still in force.
Upon which, the coverage will cease, and the Contract will expire or lapse.

5. Scope of Warranty
The Warranty is only applicable if all the following conditions are met:
i. The Plan is purchased directly from us or via authorised retailer.
ii. The registered Equipment is used in Singapore and for personal use only unless Corporate Coverage
upgrade is purchased.
iii. The Equipment can be repaired in Singapore (mainland only).
iv. We reserve the right to vary or modify the terms and conditions of the Warranty any time without
prior notice.

6. Exclusions
6.1 Exclusion applicable to all plans:
a. Damage or loss caused by events that occur outside Singapore.
b. Damage or loss caused by wilfully or recklessly including but not limited to the purposeful act of
submerging product(s) into water.
c. Damage or loss caused by wilfully or recklessly including but not limited to the purposeful act of
over-running, broken into half or pieces.
d. Damage or loss caused by fraud and the execution of legal rights by the authorities of Singapore.
e. Equipment still covered by the Manufacturer’s original written warranty, our original written
warranty, repairers’ warranty, or any other warranty in effect.
f. Any defects that are subject to manufacturer’s recall.
g. Any normal wear and tear of the Equipment which includes but is not limited to switches, latches,
hinges, rollers, print heads, drums, lamps, film, ink cartridges, toner, rubber, waterproofing & sealing
material, ports (all types), dead pixel / spots on screens, burnt parts, cracked parts, broken parts.
h. Cosmetic, physical damage to external casing, chassis, paintwork, dents, scratches or crack to the equipment including internally and externally.
i. Repairs done outside Singapore unless we agree otherwise in writing.
j. Unauthorised modifications or add on option made to the Equipment, failure to follow
manufacturer’s installation, operation, or maintenance instructions; Repairs performed by any non authorised
repairer. Usage of non-manufacturer/original accessories that cause Equipment damage.
k. Damage or loss caused by computer viruses or caused by wrongfully uploading or downloading files,
applications or installing computer software.
l. Any external devices and accessories which includes but is not limited to power adaptor, power
charger, power cord, cables, wires, external keyboard and mouse, remote control, and all types of
batteries (including re-chargeable).
m. Any forms of liquid damage or loss caused by which includes but not limited to spilled liquids,
corrosion, battery/acid leakage, animal and insect infestation, misuse, neglect and abuse, fungi, dust,
rust, fog, mist, and moisture.
n. Equipment that has been diagnosed as not defective may be levied a service charge.
o. Equipment used for commercial use, profit, or communal use for multi-family housing.
p. All Software issues.
q. External faults such as wiring or electrical connection and consequential loss of any kind such as
short-circuiting, overheating and explosion.
r. Any loss or damage to the Equipment resulting from an act of God (including but not limited to,
events such as earthquake, tsunami, war, invasion, act of foreign enemy, warlike operations, civil war).
s. Equipment given to You as free gifts during sales or promotion without any coverage.
t. Equipment with removed or altered serial numbers. If You shall furnish to us the new serial number
of the Equipment replaced under the Manufacturer’s warranty within 30 days, failing which this
Warranty is excluded.
u. Any loss or damage to the Equipment resulting from negligence, theft, fire, burnt or flood
(howsoever caused).

7. Your Responsibilities
To receive service or support under the Plan, You agree to comply with each of the terms listed below.
i. Provide Your product serial number and a copy of Your Plan’s original proof of purchase, if requested.
ii. Provide relevant and truthful information about the symptoms and causes of the issues with the
Covered Equipment.
iii. Respond to requests for information, including but not limited to the (a) Covered Equipment serial
number; or (b) model; or (c) version of the operating system and software installed; or (d) any
peripherals devices connected or installed on the Covered Equipment; or (e) any error messages
displayed; or (f) the actions which were taken before the Covered Equipment experienced the issue
and the steps taken to resolve the issue.
iv. Proceed with instructions that Star Shield gives You, including but not limited to refraining from
sending products and accessories that are not subject to repair or replacement service.
v. Star Shield will return Your Covered Equipment or provide a replacement as the Covered Equipment
was originally configured, subject to applicable updates.
vi. Backup software and data residing on the Covered Equipment. The contents and software of the
covered Equipment may be lost or re-formatted during service. Star Shield will not be responsible for
any damage to, or loss of any programs, data, or other information stored on any media, or any part
of any Product serviced. Star Shield will return Your Covered Equipment or provide a replacement as
the Covered Equipment was originally configured, subject to applicable updates. Star Shield may
install OS updates as part of hardware service that will prevent the Covered Equipment from reverting
to an earlier version of the said OS. Third party applications installed on the Covered Equipment may
not be compatible or work with the Covered Equipment as a result of the OS update. You will be
responsible for reinstalling all other software programs, data, and passwords.

8. Obligation
Our sole obligations are, subject to the exclusions and limitations, to repair the Equipment with
refurbished, used or third-party parts (any brands / models) whichever is applicable subject to an
accumulated Repair Value limited up to the value of the Equipment in the invoice from each repair
undertaken by us.
We at our own discretion will authorise a third party to repair or diagnose the Equipment if deemed
necessary.

9. Limitation of Liability
To the maximum extent permitted by applicable law, Star Shield and its employees and agents will
under no circumstances be liable to You or any subsequent owner of the covered Equipment for any
indirect or consequential damages, including but not limited to costs of recovering, reprogramming,
or reproducing any program or data or the failure to maintain the confidentiality of data, any loss of
business, profits, revenue or anticipated savings, resulting from Star Shield’s obligations under this
plan. To the maximum extent permitted by applicable law, the limit of Star Shield and its employees
and agent’s and liability to You and any subsequent owner arising under the plan shall not exceed the
total Repair Value for the Plan of your Covered Equipment. Star Shield specifically does not warrant
that (i) it will be able to repair or replace covered Equipment without risk to or loss of programs or
data, (ii) it will maintain the confidentiality of data, or (iii) that the operation of the product will be
uninterrupted or error-free.
This Warranty is not an insurance policy but providing for repairs for covered breakdowns and defects.

10. Cancellation of Plan
You may cancel this plan at any time before expiration of the Plan with the written consent of Star
Shield. To do so, You may contact Star Shield via our hotline, or You may send an email notice with
Your Plan Agreement Number. You must send a copy of the Plan’s original proof of purchase with Your
notice. Unless local law provides otherwise, if You cancel within seven (7) days of Your Plan’s purchase,
or receipt of this Plan, whichever occurs later, You will receive a full refund less the value of any service
provided under the Plan. If You cancel more than seven (7) days after Your receipt of this Plan, Star
Shield will not be liable to provide a refund to You.
Unless applicable local law provides otherwise, Star Shield may cancel this Plan for fraud or material
misrepresentation. Unless applicable local law provides otherwise, Star Shield may also cancel this
Plan if service parts for the Covered Equipment are not available, upon which You will receive a prorate
refund for the Plan’s unexpired term. Star Shield will provide a thirty (30) days prior written notice
if we cancel the Plan.

11. Termination of Plan
i. The Contract will terminate if any of the following events occur, including but not limited to:
ii. Expiration of the Plan; or
iii. When the accumulated Repair Value has undertaken by us has reached the maximum; or
iv. When the Product registered for the Contract is lost or stolen due to causes excluded by the
warranty; or
v. Discovery of fraud or misrepresentation; or
vi. When this agreement is found to go against the local law; or
vii. When there is a violation of the terms and conditions of the Plan and the Manufacturer’s Warranty;
or
viii. Discovery of the wrong purchased Plan during claim; or
ix. Disposal, subsequent sale, or repossession of the registered Equipment
Note: Expiration of the Plan will take place after the last day of coverage.

12. Transfer of Plan
You may make a one-time permanent transfer of all of Your rights under the Plan to another party,
provided that: (a) You transfer to the other party the original proof of purchase, the Plan’s
Confirmation, the Plan’s printed materials and this service contract; (b) You notify Star Shield of the
transfer email; (c) the other party accepts the terms of this service contract. When notifying Star Shield
of the transfer, You must provide Your product serial number of the Covered Equipment, a copy of
Your Plan’s original proof of purchase and the name, address, telephone number and email address
of the new owner. You may only transfer this Plan if You do not have any outstanding amounts owing
to Star Shield at the date of the warranty ownership transfer.

13. General Terms
i. Together with the Warranty certificate and invoice from us, these will form the entire agreement
between You of this Warranty and us and no other oral or written representations are valid.
ii. All stated devices such as Laptops & Smartphones are eligible for this plan.
iii. All Terms and Conditions are subject to change without notice at our sole discretion. Contact us to
find out more about the latest terms and conditions.
iv. In carrying out its obligations, Star Shield may, at its discretion and solely for the purposes of
monitoring the quality of Star Shield’s response, record part or all of the calls between You and Star
Shield.
v. Star Shield may subcontract or assign performance of its obligations to third parties but shall not be
relieved of its obligations to You in doing so.
vi. Star Shield is not responsible for any failures or delays in performing under the Plan that are due to
events outside Star Shield’s reasonable control.
vii. Star Shield has security measures, which should protect Your data against unauthorised access or
disclosure as well as unlawful destruction. You will be responsible for the instructions You give to Star
Shield regarding the processing of data, and Star Shield will seek to comply with those instructions as
reasonably necessary for the performance of the service and support obligations under the Plan.
viii. There is no informal dispute settlement process available under this Plan.
ix. For Plans sold in Singapore, “Star Shield” is the entity listed in “Country and Jurisdiction Variations”
below and the legal and financial obligor for Plans sold in Singapore is the entity listed in Section 15
below.
x. The terms of the Plan, including the original sales receipt of the Plan and the Plan Confirmation,
shall prevail over any conflicting, additional, or other terms of any purchase order, documentations,
or word of mouth, and constitute Your and Star Shield’s entire understanding with respect to the Plan.
xi. Star Shield is not obligated to renew this Plan. If Star Shield does offer to renew this Plan, it will
determine the price and terms.

14. Personal Data Protection
The Warranty Holder acknowledges and hereby agrees that the Warranty Holder’s personal data may
be collected, used and/or disclosed in accordance with Star Shield’s Privacy Policy. In particular, the
Plan holder consents to the Plan holder’s personal data being disclosed to and used by Star Shield
and/or third party as per necessary. Star Shield may use the information we collect from you, for the
following purposes but not limited to:
Allow us to serve you better;
i. Enable your use of the services available on Star Shield website;
ii. Send you general (non-marketing) communications via e-mail;
iii. Facilitate our operations process;
iv. Verify your particulars for any warranty claims;
v. Inform you about our repair services;
vi. Perform on-site collection and return of covered equipment;
vii. Conduct investigations related to fraud or falsifying of information;
viii. Obtain information for marketing purposes, including (but not limited to) offers, promotions and
information about new goods and services via the following channels: e-mail, text message or
telephone call; and
ix. Any other purposes directly related to the above.
Star Shield will ensure that we only send you messages that we think will be of interest to you. For
instance; the details of special offers and information about new products and services.
You may opt out of data collection for research and statistical data at any time by contacting Star
Shield. If You have not opted out, Star Shield reserves the right to collect and use Your personal data
for reasons specified above. Star Shield will protect Your information in accordance with Star Shield
Customer Privacy Policy available at https://starshield.sg/privacy-policy

15. Country and Jurisdiction Variations
Singapore: Parties to Contract – Star Shield of 89 Science Park Drive #01-10, The Rutherford Lobby C,
Singapore 118261 for all the services and purposes as mentioned above in the terms and conditions.
This plan is offered and valid only in Singapore. The laws of the Republic of Singapore govern this Plan.

16. Contact Us
Address: 89 Science Park Drive #01-10, The Rutherford Lobby C, Singapore 118261
Email: warranty-services@starshield.sg
Main Office Opening Hours:
11:00am – 7:00pm Monday to Saturday (Closed on Sundays and Public Holidays)
Hotline Operating Hours
10:00am – 7:00pm Monday to Saturday (Close on Sundays and Public Holidays)