Service Q&A

Warranty Terms and Conditions

Apple Products: You can check the warranty terms for Apple products at http://www.apple.com/legal/warranty
All brand, The warranty start date for products is based on the purchase date indicated on the receipt issued by the company when you purchase the product.
Non-Apple Brand: We warrant products that are damaged from normal use or from the manufacturing process for a period of 1 year from the date of purchase. Please attach the tax invoice issued by the company every time.
Warranty terms may vary depending on the product type and manufacturer. All products (except Apple, Beats and Clearance products) that are damaged from normal use or from the manufacturing process can be exchanged within 7 days from Invoice/Receipt. This is counted from the date of purchase and the product must be complete with all accessories and accompanied by the original tax invoice issued by the company.

Warranty Exclusions

The warranty does not cover damage caused by the following:

Product malfunctions caused by improper use or use not in accordance with the instructions on the product box or in the user manual.
Products that are damaged, such as broken, cracked, dented, bent, collapsed, or have missing parts.
Products that are damaged due to accidents, dropping, water damage, or natural disasters.
Products that are damaged due to improper storage, such as water stains, rust, algae, or burnt circuit boards.
Products that are damaged during transportation due to the customer sending the product to the company.
Products that are damaged due to any modification or repair by a person other than a company employee.
Products that are worn out or consumables, such as batteries, power adapters, trial base materials, product packaging materials, and others.
The company is not responsible for any digital data caused by malfunction or repair of the product, including digital data stored on the product. In case of data damage or loss, the company is not responsible.
The company reserves the right to refuse to warranty products that cannot be identified or have essential information missing, such as a torn warranty sticker, scratched or edited serial number.
Products that are beyond the company's warranty period of 1 year from the date of purchase by the customer (based on the tax invoice issued by the company). If the customer wishes to send the product for repair outside of the warranty period, the company reserves the right to charge all costs. If the customer accepts the charges, the customer must confirm the repair within 7 days after the company offers the repair quote. If the customer does not confirm the repair or cancels the repair, the company will return the product in the same condition as it was received.
The company does not accept exchanges or refunds for products that are due to customer dissatisfaction or incorrect orders.

Claim Options:

Customers can claim products through 2 Options:

Option 1:

Claim the product in person by bringing the product and the tax invoice to any Copperwired store:

Apple products can be claimed at the following 4 Authorized Apple Service Providers in the Copperwired Group:

iServe Central Rama 3 branch
iServe Central Ubon Ratchathani branch
iServe Mahachai branch
iStudio Central Embassy
iStudio Siam Paragon 2nd Floor
iStudio Central Chantaburi

Other Brand You can claim at any iStudio by copperwired, iBeat by copperwired, or Ai_ branch. See store details:

Option 2:

Claim by mail

The steps to claim through this channel are as follows:

Fill out the product claim form: Click
CPW Staff will reply with a claim application.
The customer sends the product with the document via EMS and notifies the parcel number.

Copper Wired Public Company Limited
Claim Department
159/6 Sathorn Thani Tower Building, 2nd Floor, Room 201-202
Sukhumvit 21 (Asok) Road, Klong Toei Nuea Subdistrict, Watthana District
Bangkok 10110
CPW Staff will send a New or fixed the product return to customer.

Return Policy:

Conditions for Returning Products

Products that can be returned:
- Unopened packaging, product in perfect condition, complete accessories, packaging in perfect condition, with Copperwired company barcode.
- Products with manufacturing defects that do not meet the specifications listed on the website.
- Products that do not match the order placed via online store.
- Deteriorated products.
- Change of mind (Only for Online Store).
Products that cannot be returned:
- Products that have been unboxed and used.
- Products that have been received for more than 7 days.
- Products that are damaged from use.
- Products that do not have complete accessories.
- Products that do not have a receipt or tax invoice.
- Products that have been modified or repaired.
- Software, books, CDs, DVDs, top-up cards.
- Large electrical appliances.
- Clearance Sale products.

Note:

The company may charge additional fees under the following conditions:

For online ordering, you can cancel the order within 18.00 in the day, 3% cancellation fee will be charged in case over the time.
For online ordering, If you have already received the product but have not opened the packaging, you may be able to return it at the company's discretion, 15% return fee will be charged.
In case the product is incomplete from activation or the Package has been opened, The company will charge 20 - 95% of the product’s value as a processing fee. The company is able to unacceptable to return if the product is not in usable condition
Apple products cannot be returned for change of mind after receiving the product in any case.

Return Procedure:

Contact customer service via the following channels:
- Email: cs@copperwired.co.th
- Phone: 02-665-2950
- Line: @iStudio.store
Provide order information, product information, and reason for return.
Wait for approval from customer service.
Return the product to the company.

Refund Period:

The company will process the refund within 15 business days.

Notes:

The company reserves the right to refuse to accept returns that do not meet the conditions.
Returned products must be in perfect condition, with complete accessories, and packaging in perfect condition, with Copperwired company barcode.
The company will not be responsible for the return shipping costs.
The company will refund the money through the payment channel used by the customer to purchase the product.

For Apple Products:

Customers can return Apple products through the following channels:

All iServe branches.
All iStudio by copperwired branches.
Contact Apple Customer Service: 1800-01-9900

For Other Brands:

Customers can contact for return products through the following channels:

Email: cs@copperwired.co.th
Phone: 02-665-2950
Line: @iStudio.store

Documents Required for Return:

Receipt or tax invoice.
Copy of ID card.
Bank account for money transfer.
We will refund only to the person whose name appears on the receipt.

Membership and Points:

Q : How can I earn points from purchases?

A : Customers must first sign up for a Copper member. You can sign up at any Copper Wired chain store, including iStudio by copperwired, iBeat by copperwired, Ai_, dotlife, iServe, or online at: Create account

Q : Is there a fee to join Copper member?

A : No, you can sign up for Copper member for free.

Q : What are the benefits of being a Copper member?

A : For every 25 baht spent, you will receive 1 point. Every 10 points earned can be redeemed for 1 baht cash discount on purchases at any Copper Wired chain store. Additionally, there may be special promotions available exclusively to members.

Q : Can I redeem points for cash on purchases made on the website?

A : Currently, you cannot redeem points for cash on purchases made on the website.

Q : Do points expire?

A : Points earned from purchases or services expire on December 31st of the following year.

Q : Can I convert points to cash?

A : Copper member points cannot be converted to cash.

Q : How can I check my points balance?

A : You can check your total points balance and points that are about to expire by logging into the member system. The system will display your points balance.

Ordering and Payment:

Q : Where can I pick up my order if I place it online?

A : You can choose to have the product delivered to your specified address or pick it up at any iStudio by copperwired, iBeat by copperwired, or Ai_ branch. See store details:

Q : How long does it take to deliver the product after I place an order?

A : Normally, it takes no more than 3 business days to deliver products in Bangkok and its vicinity, and no more than 5 business days in other provinces.

Q : What should I do if I receive a product that does not match my order?

A :

If you have the product delivered to your address and receive a product that does not match your order, you can notify cs@copperwired.co.th to have the product exchanged.
If you choose to pick up the product at iStudio by copperwired, iBeat by copperwired, or Ai_, you can immediately notify the store to have it exchanged.

Q : Can I change the delivery address after placing an order and specifying the delivery address?

A : No, you cannot change the delivery address afterwards.

Q : Can I pay for the product on delivery?

A :

You can pay cash on delivery to the delivery staff if the purchase amount does not exceed 50,000 baht.
However, you cannot pay by credit card to the delivery staff.

Q : Can I order a product to be delivered to a foreign country?

A : Delivery is only available within Thailand.

Q : Can I request a Vat Refund for online orders?

A : No, Vat Refund is not available for both home delivery and branch pick-up.

Warranty and Product Claims:

Q : Can I exchange a product if it is defective?

A : Products that are damaged from normal use or from the manufacturing process can be exchanged within 10 days of the purchase date. The product must be complete with all accessories and accompanied by the original tax invoice issued by the company.

Q : Are there any warranties on the products?

A : We warrant products that are damaged from normal use or from the manufacturing process for a period of 1 year from the date of purchase. Customers must bring the original tax invoice issued by the company every time. * Warranty terms may vary depending on the product type and manufacturer.

Q : Where can I claim a product?

A : Customers can claim products through 2 channels:

Channel 1:

Claim the product in person by bringing the product and the tax invoice to any Copper Wired chain store:

Apple products can be claimed at any iServe branch.
You can claim at any iStudio by copperwired, iBeat by copperwired, or Ai_ branch. See store details:

Channel 2: