Warranty & Support Policy

Last updated: May 2026

Thank you for choosing Xplywi. This Warranty & Support Policy explains our product warranty, technical support, compatibility support, troubleshooting process, warranty exclusions, shipping cost responsibility, and how to contact us for help.

Xplywi currently sells and ships products to the United Kingdom only. This policy applies to eligible Xplywi products purchased from https://xplywi.store.

Warranty Summary:
Dash cam main units and rear cameras are covered by a 24-month limited warranty from delivery. Bundled memory cards, if included, are covered for 12 months. Cables and accessories are covered for manufacturing defects only. Warranty does not cover incorrect installation, cable cutting, modification, misuse, water damage, incompatible accessories, or customer-caused damage.

1. Warranty Coverage

Unless otherwise clearly stated on the product page, Xplywi dash cam products include a 24-month limited warranty from the date of delivery for the dash cam main unit and rear camera.

This limited warranty covers confirmed manufacturing defects and product quality issues under normal use.

The warranty may apply to:

Dash cam main unit defects
Rear camera defects, if included in your order
Camera function issues caused by confirmed manufacturing defects
Power-related issues caused by confirmed product defects
Recording or connection problems caused by confirmed product faults
Included accessories with confirmed manufacturing defects
Bundled memory card defects within the applicable warranty period

All warranty requests are subject to review, troubleshooting, inspection, and verification by our support team.

2. Warranty Period by Component

Different parts may have different warranty coverage depending on the product type and included components.

Component	Warranty Period / Coverage
Dash cam main unit	24 months from delivery
Rear camera, if included	24 months from delivery
Bundled memory card, if included	12 months from delivery
Cables and accessories	Manufacturing defects only
Optional accessories	As stated on the product page or order details
Third-party accessories	Not covered by Xplywi warranty

The warranty period begins from the date the package is marked as delivered by the shipping carrier.

If a replacement product or part is provided under warranty, the replacement does not restart a new full warranty period unless required by applicable law. The replacement will continue under the remaining warranty period of the original order.

3. What the Warranty Covers

Our limited warranty covers defects in materials or workmanship under normal product use.

Covered issues may include:

The product does not power on under normal use due to a confirmed product defect
The product cannot record due to a confirmed internal defect
The camera image has abnormal defects caused by product quality issues
The rear camera does not work due to a confirmed product defect
The Viidure app or WiFi function fails due to a confirmed product fault
The product fails to operate as described due to a manufacturing defect
An included accessory has a confirmed manufacturing defect upon arrival
A bundled memory card has a confirmed defect within the 12-month warranty period

Warranty coverage does not automatically apply to every issue. We may ask for photos, videos, installation information, troubleshooting results, or product return for inspection before confirming a warranty solution.

4. What the Warranty Does Not Cover

The warranty does not cover problems caused by customer use, installation errors, external damage, incompatible accessories, customer-caused modification, or conditions outside normal product use.

The warranty does not cover:

Damage caused by improper installation
Damage caused by incorrect wiring or wrong power connection
Damage caused by forced installation
Damage caused by cutting, splicing, altering, or modifying cables
Damage caused by unauthorised modification, disassembly, or repair
Damage caused by accident, impact, dropping, fire, water exposure, or external force
Damage caused by installing a rear camera outside the vehicle or near the number plate area when the product is not designed for exterior installation
Damage caused by using incompatible power cables, third-party accessories, memory cards, or other parts
Problems caused by incorrect vehicle model, year, trim, mirror housing, windscreen sensor cover, or installation position
Problems caused by customer selection error or failure to check compatibility before purchase
Normal wear and tear
Cosmetic damage that does not affect product function
Lost, stolen, or misplaced products
Products purchased from unauthorised sellers or third-party marketplaces not approved by Xplywi
Products without valid proof of purchase

If the issue is not covered by warranty, we may still try to provide troubleshooting advice, paid replacement parts, or paid repair-related options where available.

5. Compatibility Support

Xplywi dash cams are vehicle-specific products. Compatibility may depend on vehicle brand, model, year, trim, right-hand drive layout, rearview mirror housing, windscreen sensor cover, and wiring structure.

Since Xplywi currently serves the UK market, customers should pay special attention to right-hand drive vehicle structures, mirror housing shape, windscreen sensor cover layout, and factory equipment differences.

Before purchasing or installing a product, please carefully check:

Product title
Product description
Compatibility table
Product images and installation images
Selected configuration or SKU
Included components
Installation notes
Whether parking monitoring requires an additional cable

If you are unsure whether a product is suitable for your vehicle, please contact us before placing an order or before installation.

For compatibility support, please provide:

Your order number, if you have already purchased
Your vehicle brand
Your vehicle model
Your vehicle year
Your vehicle trim or version, if known
Whether your vehicle is right-hand drive
A clear photo of the front of your original rearview mirror area
A clear photo of both sides of the rearview mirror housing
A clear photo of the windscreen area around the rearview mirror and sensor cover

We will do our best to help check compatibility based on the information you provide. Compatibility support depends on the accuracy and clarity of the information and photos provided by the customer.

6. Installation Support

Some Xplywi products may require installation, cable connection, mounting, trim removal, app setup, or vehicle-specific fitting.

We may provide installation guidance, product instructions, wiring information, and general troubleshooting support.

Please include the following information when requesting installation support:

Your order number
Your vehicle model and year
Your selected product configuration or SKU
Photos of the installation area
Photos or videos showing the issue
Photos of the cables and accessories
A clear description of the installation problem

If you are not familiar with vehicle electronics, wiring, trim removal, or dash cam installation, we recommend asking a professional installer for help.

Xplywi is not responsible for product damage, vehicle damage, electrical issues, trim damage, installation failure, or installation cost caused by improper installation, incorrect wiring, cable cutting, forced installation, third-party accessories, or installation by an unqualified person.

Installation fees charged by third-party installers are the customer’s responsibility unless otherwise agreed in writing.

7. Viidure App and WiFi Support

Some Xplywi dash cam products support local WiFi connection through the Viidure app.

App control means that your phone connects directly to the dash cam’s WiFi for local operation, such as viewing videos, downloading recordings, changing settings, or checking files.

App control does not mean remote viewing from another location. The dash cam does not support remote operation from home or from a different place unless clearly stated on the product page.

App features may vary by product model, phone model, operating system, app version, WiFi environment, app permissions, and device compatibility.

Some in-car WiFi systems, including CarPlay-related WiFi connections, may conflict with the dash cam WiFi connection. A phone usually connects to one WiFi network at a time, so you may need to disconnect from other in-car WiFi networks before connecting to the dash cam.

If you need help with Viidure app connection, please provide:

Your order number
Your product model or product link
Your phone model
Your phone system version
Screenshots or videos showing the issue

We will provide reasonable troubleshooting support based on the product and issue.

8. Memory Card and Recording Support

Some dash cam products may include a memory card, while some products may not include one. Please check the product page and order details for the exact included components.

Bundled memory cards, if included with your product, are covered for 12 months from delivery for confirmed defects.

Recording performance may be affected by memory card quality, storage capacity, format, temperature, power supply, product settings, locked emergency files, and long-term use.

For best performance, please use a compatible high-quality memory card suitable for dash cam recording and format the memory card regularly according to the product instructions.

If the product cannot record properly, please contact us and provide:

Your order number
The memory card brand and capacity
A photo of the memory card
A video showing the recording issue
Any error message shown in the app or device

Memory cards and storage accessories may not be covered for damage caused by long-term wear, formatting errors, incompatible use, improper removal, external damage, or customer misuse, unless the issue is confirmed as a defect within the applicable warranty period.

9. Parking Monitoring and Power Cable Notice

Some dash cam functions, such as parking monitoring or continuous parking recording, may require an additional compatible power cable, hardwire kit, OBD power cable, or other optional power accessory.

Parking monitoring may require an additional compatible power cable and may not be included with every product configuration. An OBD power cable, hardwire kit, or parking monitoring cable is not included as a standard component unless clearly stated on the product page or selected product option.

If your selected product uses a standard plug-in power cable or rain sensor power cable, the dash cam may turn off when the vehicle is turned off and may not record after the vehicle is parked.

Please check the product page carefully to confirm whether the required cable or accessory is included in your order.

If a function requires an optional accessory that is not included in your order, you may need to purchase the accessory separately.

Xplywi is not responsible for function limitations caused by missing optional accessories that were not included in the purchased product package.

Damage caused by incorrect wiring, incompatible power accessories, cable modification, or improper installation is not covered by warranty.

10. Rear Camera Warranty Notice

Rear camera warranty applies only to products or configurations that include a rear camera.

Unless clearly stated on the product page, the rear camera is designed for interior installation, such as inside the rear windscreen area.

Unless clearly stated otherwise, the rear camera is not waterproof and should not be installed outside the vehicle or near the number plate area.

Damage caused by exterior installation, water exposure, rain, washing, incorrect mounting position, cable pinching, or installation near the number plate area is not covered by warranty unless the product page clearly states that the rear camera is suitable for that use.

11. How to Request Warranty Support

To request warranty support, please contact us before returning any product or accessory.

Please provide the following information:

Your order number
Your full name
The email address used for the order
Product model, SKU, or product link
Vehicle brand, model, and year
Vehicle trim or version, if known
A clear description of the issue
Photos or videos showing the problem
Photos of the installation area, if the issue is installation-related
Photos of the product, accessories, cables, memory card, and packaging, if needed

Providing complete information helps us review your request faster and offer a more accurate solution.

Please do not send sensitive payment information, full card numbers, passwords, or unrelated personal documents by email, WhatsApp, or contact form.

12. Warranty Review Process

After we receive your warranty request, we may review your order information, warranty period, product details, photos, videos, installation information, and troubleshooting results.

We may ask you to perform basic troubleshooting steps before confirming a warranty solution.

The review process may include:

Checking your order and delivery date
Confirming the product model and included components
Reviewing photos or videos of the issue
Checking whether the product was installed correctly
Checking whether cables were cut, modified, damaged, or incorrectly connected
Checking whether the issue is related to memory card, power supply, app connection, or installation
Providing troubleshooting instructions
Determining whether the issue is covered by warranty

After review, we may offer a suitable solution depending on the situation.

13. Warranty Solutions

If the issue is confirmed to be covered by warranty, we may offer one or more of the following solutions:

Troubleshooting support
Replacement parts
Accessory replacement
Rear camera replacement, if applicable
Product replacement
Repair guidance, where available
Return and refund, where appropriate
Other reasonable solution based on the issue

The exact solution will depend on the product, issue, order history, available stock, warranty period, troubleshooting result, and applicable laws.

If only a specific accessory or part is defective, we may provide a replacement part instead of replacing the full product.

We reserve the right to choose the most appropriate warranty solution after reviewing the issue.

14. Replacement Parts and Accessories

Replacement parts may include cables, mounting accessories, rear camera components, memory card replacement, or other included parts, depending on the product and confirmed issue.

Replacement parts are provided only when the issue is covered by warranty and the required part is available.

If the required replacement part is temporarily unavailable, we may offer an alternative solution, waiting option, replacement arrangement, or another reasonable solution depending on the case.

15. Return for Warranty Inspection

In some cases, we may require the product or accessory to be returned for inspection before a warranty solution is provided.

Please do not send any product back without contacting us first.

If a return is required, we will provide return instructions by email or other support channels.

Products returned without prior approval, returned to the wrong address, or returned without required information may not be processed successfully.

Our business address is provided for company identification and customer transparency. It is not automatically the return address for warranty inspection unless our support team confirms it for your order.

16. Shipping Costs for Warranty Claims

Shipping cost responsibility depends on the reason for the warranty claim and the result of our review.

If the issue is confirmed to be caused by a product defect covered by warranty, we will cover reasonable replacement, reshipping, or return-related costs according to the situation.

If the issue is caused by incorrect installation, misuse, customer damage, incompatible vehicle selection, wrong product selection, cable cutting, modification, third-party accessories, or other non-warranty reasons, the customer may be responsible for shipping costs, replacement costs, repair-related costs, or price differences.

We will explain the available solution before proceeding.

17. Customer-Reason Issues and Warranty Exclusions

Some issues may be related to customer selection, installation method, optional accessories, or product use rather than product defects.

Customer-reason or non-warranty issues may include:

Choosing the wrong product model or SKU
Providing incorrect vehicle information
Installing the product on an unsupported vehicle
Installing the product before confirming compatibility
Using the wrong power cable
Using a rain sensor or standard plug-in cable and expecting parking monitoring after the vehicle is switched off
Using an incompatible memory card
Connecting the phone to another in-car WiFi network instead of the dash cam WiFi
Installing a non-waterproof rear camera outside the vehicle

We will still try to provide reasonable troubleshooting support, but these issues may not be covered by warranty unless a product defect is confirmed.

18. Support Response Time

Customer support is provided in English.

We usually respond within 1–2 business days. Response times may be longer during weekends, public holidays, high-volume periods, or when a case requires additional technical review.

To help us support you faster, please include your order number, product model, vehicle information, and photos or videos when contacting us.

19. Warranty and UK Statutory Rights

This limited warranty gives you specific warranty support from Xplywi.

If you are a UK consumer, you may also have statutory consumer rights under applicable UK consumer protection laws.

Nothing in this Warranty & Support Policy is intended to limit or exclude any consumer rights that cannot be limited or excluded under applicable law.

20. Changes to This Warranty & Support Policy

We may update this Warranty & Support Policy from time to time to reflect changes in our products, warranty process, support services, or legal requirements.

When we update this page, we will revise the “Last updated” date at the top of this page.

We encourage you to review this page regularly.

21. Contact Us

If you need product support, compatibility support, installation help, warranty service, replacement support, or troubleshooting assistance, please contact us:

Brand: Xplywi
Operating Company: Shenzhen Zhixia Technology Co., Ltd.
Website: https://xplywi.store
Email: support@xplywi.store
Phone / WhatsApp: +86 133 6005 6056
WhatsApp: https://wa.me/8613360056056
Customer Support Language: English
Service Area: United Kingdom only

Business Address:
Shenzhen Zhixia Technology Co., Ltd.
Rm 518, Bldg 2, Shajing Subdistrict,
Minzhu Ave, Sha'er Community, Bao'an District,
Shenzhen, Guangdong Province, 518104, China

This business address is provided for company identification and customer transparency. Please do not send returns or warranty inspection items to this address unless our support team has confirmed the return instructions for your order.

22. Related Policy Pages

Please also review the following pages for more information about our service terms: