許多身在美國、加拿大、英國、澳洲、新西蘭或日本的海外用戶在選購電視盒子時，最擔憂的往往是售後支援問題。如果硬件出現問題，跨國郵寄舊機往往需要負擔高昂運費與漫長等待。作為SVICLOUD 原廠官方經銷商，我們實施透明的 svicloud warranty replacement（小雲盒子保養更換）機制：只要在一年保養期內出現非人為硬件故障，用戶只需提供相片或短片證明，無需先行將舊機寄回海外，即可安排更換。
When purchasing a TV box from the US, Canada, UK, Australia, New Zealand, or Japan, after-sales service is often the primary concern. Returning a faulty unit across international borders can lead to high shipping fees and weeks of waiting. As an official SVICLOUD distributor authorized by the manufacturer, SVI.STUDIO, our svicloud warranty replacement policy is designed specifically for international buyers: if a genuine hardware fault occurs within the one-year warranty period, it can be verified via photo or video evidence without requiring you to post the unit back first.
小雲盒子海外一年保養核心條款 / Core Terms of the 1-Year Overseas Warranty
經由我們網站售出的正品電視盒子，包括旗艦型號 SVICLOUD 15P、前代型號 SVICLOUD 10P+ 以及入門款 SVICLOUD 10S，均享有一年硬件保養。保養涵蓋正常使用下因物料或工藝引起的硬件故障，包括主機、遙控器及電源適配器的非人為損壞；軟件問題及第三方應用程式不在保養範圍內。
Every genuine TV box purchased through our site—including the flagship SVICLOUD 15P, the previous flagship SVICLOUD 10P+, and the entry-level SVICLOUD 10S—comes with a one-year hardware warranty. It covers defects in materials and workmanship under normal use, including non-accidental faults in the main unit, remote control and power adapter. Software issues and third-party apps are not covered.
詳細的服務準則請參閱我們的售後保養政策。我們在之前已發布過關於基本保養權益的專題文章（見 SVICLOUD 保養與售後詳解），本文將著重解答海外買家最關心的「免寄回換機」實際操作流程。
For full formal clauses, you can inspect our After-Sales Service & Warranty terms. While our earlier guide (SVICLOUD Warranty and After-Sales Explained) outlines general customer support, this guide focuses entirely on the practical evidence and replacement procedure for international buyers.
為何不需要將故障機先寄回？ / Why You Do Not Need to Ship the Old Unit Back First
傳統的海外退換貨流程要求顧客自費將損壞機器寄回亞洲倉庫，經工程師檢測後才發出新機，往往耗時數週甚至超過一個月。我們了解家庭日常娛樂設備不可或缺，因此採用了「免先行寄回」的相片與影片核實機制。
Traditional international return protocols require customers to pay expensive overseas postage to ship defective units back to a central warehouse for testing before a replacement ships, a process that can take a month or more. Because household entertainment setups rely on continuous operation, we eliminated this friction with an evidence-based replacement system.
只要您能按照要求記錄清晰的硬件故障現象，我們的技術人員即可在線上核實問題。一經確認屬於保養範圍內的硬件故障，我們便會安排全新機器發貨，省卻跨國寄件的繁複海關申報與運費支出。
Once clear video or photographic evidence confirms a non-resolvable hardware defect, our team approves the claim without demanding you post the old unit back first. A replacement unit is dispatched directly to your address, saving you international shipping costs and complex customs declarations.
申請保養需要準備的資料 / What to Prepare for a Warranty Claim
按我們的保養條款，提出申請時請準備以下三項資料：
Our warranty terms ask for three things when you make a claim:
- 訂單號碼
Your order number - 機底序號的清晰相片
A clear photo of the serial number on the base of the unit - 一段顯示故障情況的短片
A short video showing the fault
收到資料後，我們會核實故障。如屬保養範圍內的主機硬件故障，我們會直接寄出全新主機，你不需要把壞機寄回。如問題出在遙控器或電源適配器，請在短片中一併拍下，我們會告訴你下一步。
Once we have these, we verify the fault. For an eligible main-unit hardware failure we ship a brand-new unit, and you do not post the faulty one back. If the problem is with the remote or the power adapter, show it in the same video and we will tell you the next step.
如何提交申請與技術支援時間 / How to Submit Your Claim and Support Hours
您可以透過我們的 聯絡我們頁面 提交保養申請，或直接發送電郵至 shop@svicloudnet.com。此外，我們的官方 WhatsApp 提供 24 小時全天候自動應答系統，而人工客服則在特定時區值班：英國時間 04:00-19:00、美東時間 23:00-14:00、美西時間 20:00-11:00。
You can initiate your claim via our Contact Page or by emailing shop@svicloudnet.com. Furthermore, our WhatsApp channel features 24/7 automated assistance, with live technical staff on duty during UK 04:00-19:00, US Eastern 23:00-14:00, and US Pacific 20:00-11:00.
硬件故障經核實後，我們會以可追蹤的特快專遞寄出替換主機，寄出後你可以在 訂單追蹤頁面 查詢物流進度。
Once a hardware fault is verified, we send the replacement by tracked express courier, and you can follow it on our Order Tracking page.
延伸閱讀 / Related Reading
- 小雲盒子保養與售後詳解 | SVICLOUD Warranty and After-Sales Explained
- 官方售後保養條款 | After-Sales Service and Warranty Terms
- 全球配送及物流政策 | Global Express Shipping Policy
- 旗艦小雲盒子 15P 規格 | SVICLOUD 15P Flagship TV Box
支援與教學 / Support & Guides
- 查詢訂單 — Track Your Order
- 小雲盒子完整安裝教學 — Complete Setup Guide
- 問題排解 — Troubleshooting
- 售後服務與保固 — After-Sales & Warranty
