Frequently Asked Questions
You'll find below the most frequently asked questions:
Buy an eligible product within the promotion period. Register your product within 15 days after your purchase date. If the product you registered has a technical defect between 15 to 365 days after your purchase, please contact the Technical Assistance Centre at ASUS to have your product repaired at an affiliated repair center. You have 15 days after your purchase to submit your request for a full refund, as detailed in the terms and conditions.
If your product incurs a technical defect within 14 days after your purchase date, it will be categorized as "Defective on Arrival" (DOA) and therefore won't be eligible for the ASUS ZenCare protection programme, in accordance with our terms and conditions. Please contact your retailer to ask for the replacement of your product.
Private individuals can register up to five (5) products per household and get a refund for one (1) product. Business users can register up to twenty (20) products per company and get refunds for up to five (5) products.
To register a new product, please log into your ASUS ZenCare account and access the list of products previously registered. Click on "Register a new product" at the top right to add a new product to the list. Private individuals can register up to five (5) products per household. Business users can register up to twenty (20) products per company.
Internal technical defects incurring between 15 and 365 days after purchase are covered. Software problems or accidental damage aren't included. You won't be refunded under the ASUS ZenCare protection programme.
Only products purchased during the promotion period in your own country are eligible for the ASUS ZenCare protection programme.
If you didn't register your product within 15 days after your purchase, your product isn't eligible for the ASUS ZenCare protection programme. You won't be able to get a refund under the terms and conditions of the ASUS ZenCare protection programme. However, your product is still under its standard warranty, please contact ASUS customer service to schedule its repair.
If you didn't submit your refund request within 15 days after receiving the product that needs to be repaired, it isn't eligible for the ASUS ZenCare protection programme.
Your request will be reviewed by our team. You'll be informed by email regarding the status of your request. You can also check it by logging into your ASUS ZenCare account and clicking on "Check my request".
Please check the inbox and spam folder for the email address entered for the product's registration. You can also check out the status of your request by logging in to your ASUS ZenCare account and clicking on "Check my request".
You'll receive a refund of the price of your purchase up to £1000 by bank transfer within 30 days following the approval date of your request.
If you received a confirmation stating that the refund was approved:
- Check your bank account to see whether your refund has been transferred into your account.
- If the transfer hasn't been made into your account, please contact us here.