FAQ


After-Sales Issue

About the warranty

We offer 1-year warranty. But we can't offer warranty service for products which have Man-made damage, including but not limited to: bumped by user/fall in water by user / disassemble by user / other man-made damage detected by the official service center.

If you have any problems with the purchased product, please contact us directly, we will deal with and solve the problem for you as soon as possible.

Please contact the official after-sales email: after-sales@kospet.com

Can't charge / Can't turn on

Four solutions:

Solutions1: It is recommended to change the charger with different power to try to charge the smartwatch, the charging time is more than 30 minutes;

Solutions2: Please contact the official after-sales service to get a new charging cable;

Solutions3: For Android smartwatch, please Flash ROM. Download flashing tools, drivers and firmware: https://www.kospet.com/a/community

Solutions4: If it is battery/ma inboard/button problem, please contact the official after-sales service, we will provide relevant parts to solve your problem or suggest returning it for repair according to the problem;

Official after-sales email: after-sales@kospet.com

The battery cannot be fully charged

Restore the factory settings of the smartwatch then charge it.

For Android smartwatch, please try to root the system.

Download flashing tools, drivers and firmware: https://www.kospet.com/a/community

Stuck on boot, unable to enter the system

> After the battery runs out, recharge the smartwatch then turn it on;

> For Android smartwatch, please try to root the system;

Download flashing tools, drivers and firmware: https://www.kospet.com/a/community

Smartwatch cannot connect with the APP

1/ Be sure to follow the steps in the manual to connect;

2/ Clear all paired Bluetooth devices on the phone, restart the phone and watch to reconnect according to the instructions;

3/ Restore the watch to factory settings, uninstall and reinstall the APP;

4/ Try to use other mobile phones to connect to the watch

Bluetooth is automatically disconnected

1/ Please confirm whether the APP can run normally in the background of the mobile phone, Android mobile phones usually need to whitelist the App in the settings to prevent the system from automatically closing the App after the screen is off;

2/ Please confirm whether you have manually closed the App;

3/ Please reset the watch, uninstall and install the App again on the phone, reconnect the phone with the watch;

4/ Please use other mobile phones to connect to the watch.

Screen failure (fancy screen/white screen/line, etc.)

Please contact the official after-sales service, we will provide relevant parts to solve your problem or suggest returning it for repair according to your problem.

Official After-sales Email: after-sales@kospet.com

Touch screen not working

For Android smartwatch, please tyr to root the system.

Download flashing tools, drivers and firmware: https://www.kospet.com/a/community

Please contact the official after-sales service, we will provide relevant parts to solve your problem or suggest returning it for repair according to your problem.

Official After-sales Email: after-sales@kospet.com

Smartwatch message does not sync with the APP

1/ Please confirm whether the notification of the app is turned on;

2/ Please confirm whether the notification of the APP is allowed in the notification bar;

3/ It is recommended to reconnect according to the manual. During the connection process, you need to allow the notifications of the APP;

4/ Please confirm whether the Do Not Disturb mode is turned on on the watch or APP so the message is blocked;

Heart rate monitor not working

1/ Please confirm whether the watch is worn correctly, the watch must be fully fitted to your wrist;

2/ Please confirm whether it is the latest version; To check the system version of Android watch: setting-about watch-wireless upgrade; Or open the APP on the phone, find the firmware update option.

3/ Enter the heart rate test when you are not wearing the watch, and check whether the heart rate sensor is flickering. If the light does not flicker, it is most likely a hardware failure. Please contact the official after-sales service;

4/ Restore the factory settings;

Heart rate test is inaccurate

Smartwatch (Wearable Devices) monitors human activities through electronic sensors, and they are at the consumer electuonics level.It's normal for certain deviation.please treat data objectively.Please do not compare it with professional medical equipment.

Inaccurate exercise data

1/ Bluetooth watch: Set personal age, height, weight and other information in the APP to increase the accuracy of the data;

2/ Please try to restore factory settings;

3/ Update to the latest software, and we will continue to optimize related algorithms.

To check the system version of Android watch: setting-about watch-wireless upgrade; Or open the APP on the phone, find the firmware update option.

The battery runs out quickly

1/ The battery life depends on buyers' using habits and frequency. Under normal circumstances, Android watches can be used for 4H or more, and Bluetooth watches can be used for 10H or more, which is reasonable battery life;

2/ The longer the user uses the watch, the greater the loss of the battery and the shorter the standby time. It is recommended that the user try not to recharge the battery after it is exhausted;

3/ Android watch: Clean up background applications in time, turn off mobile data, GPS, and use less applications, all of which can help extend the battery life;

4/ For all watch products, reducing the screen brightness, reducing the screen time and real-time heart rate functions, etc., can effectively extend the battery life of the watch;

SIM card not recognized

1/ Contact the operator to confirm the network frequency band used by the SIM card, and then confirm whether the watch manual lists support for this frequency band, if not, it is recommended to replace the sim card;

2/ Confirm whether the SIM card is damaged;

3/ Check whether the shrapnel of the SIM cardholder of the watch is obviously deformed or dirty. If there is such a phenomenon, the customer can try to clean it.

If the above plan is invalid, please contact the official after-sales mailbox: after-sales@kospet.com

GPS can not locate/offset

1/ Please check watch-settings-connection-GPS, check whether GPS is turned on, and set GPS to high-precision mode;

2/ When using the GPS function for the first time, please use GPS positioning in an open outdoor area. After the first GPS positioning of the city, the subsequent use of GPS positioning will be faster;

3/ It is recommended to insert the SIM card, turn on the network data switch, and connect the watch to the mobile phone through the APP to assist in fast positioning.

Incomplete display of third-party application interface

Refer to the manual, long press the power button to enter the quick setting interface, and click the circle icon at the top of the menu to adjust the screen display mode to round or square. When it is set to square, the UI can be fully displayed in third-party applications interface.

Forgot lock screen password

Please flash a new ROM to the smartwatch.

Download flashing tools, drivers and firmware:https://www.kospet.com/a/community

OTA software upgrade

To update the Android watch: After the watch is connected to the network, enter the settings-about the watch-wireless upgrade, check the new version to update To update the Bluetooth watch: find "firmware upgrade" on the mobile phone APP to update.

Tip: When operating the upgrade, please make sure that the battery is at least 70%.

Product manual or to update system

Open the Technical Support website and select the corresponding model to download. Link: https://www.kospet.com/a/community

Returns

I want to modify/cancel the order

Generally, after placing an order, the system will automatically recognize and process the order. If you need to change/cancel the order, please contact the official service email official@kospet.com as soon as possible.

I want to apply for return & refund

KOSPET Official Mall supports 7-days return & refund for no reason.

If you need to return the goods, you can open the return center to apply for it: https://kospetofficial.returnscenter.com/ Or please contact the official service email: official@kospet.com


Shipping

Order processing time

Generally, we can process the orders within 1 - 2 working days when in stock, 3 - 5 working days when out of stock.

Order delivery time

It's based on the shipping way;

It takes 10-30 working days by Standard - Registered Airmail;

It takes 3-8 working days by Expedited - DHL.

About the tax

The order price does not include tax.

About Custom Duty, we can't guarantee it's free. It depends on your local customs. Sincerely hope you understand!

For orders from EU countries, From 1 July 2021, KOSPET generally will need to collect VAT on sales of goods delivered to EUconsumers, including circumstances where goods are delivered from outside of the EU with order value of up to EUR 150, or where goods are shipped from within EU where the seller is established outside the EU.

What are you looking for?

Your cart