如何購買額外的遙控器或其他官方配件？ (Purchasing Additional Accessories)
是的，官方配件如遙控器、電源適配器等通常可以單獨購買。請造訪我們官方網站上的「配件」專區，或直接聯繫您當初購買的授權經銷商，查詢庫存狀況與價格。
Yes, official accessories such as remote controls and power adapters are often available for separate purchase. Please check the 'Accessories' section on our official website or contact the authorized reseller where you made your purchase to inquire about availability and pricing.
收到有瑕疵或故障的產品時，該如何換貨？ (Exchanging a Defective Product)
我們致力於確保所有產品的品質。如果您認為收到的商品有缺陷或故障，請參閱我們的「退貨與退款政策」。若無替代產品可供更換，我們將會為您辦理退款。若產品在運送過程中損壞或在首次使用前即有缺陷，請立即透過電子郵件 shop@svicloudnet.com 與我們聯繫。
We make every effort to ensure the quality of our goods. If you believe the item you received has a flaw or malfunction, please refer to our Return & Refund Policy. If a replacement product is not available, a refund will be issued. If a product is damaged during shipping or is defective BEFORE use, please contact us immediately via email at shop@svicloudnet.com.
SviCloud 小雲盒子的官方硬體保固期限是多久？ (Official Hardware Warranty Period)
SviCloud 電視盒提供自購買日起為期一年的有限硬體保固。為確保您的權益，請務必妥善保留您的購買證明（如收據或訂單確認信）。
SviCloud TV boxes come with a standard one-year limited hardware warranty, starting from the date of purchase. Please keep your proof of purchase (receipt or order confirmation) to ensure your warranty rights.
官方硬體保固的範圍包括哪些內容？ (What the Warranty Covers)
本保固涵蓋在正常使用情況下，因材料和工藝所產生的硬體缺陷。這包含主機、遙控器和電源適配器的非人為損壞問題。請注意，保固不涵蓋軟體問題或第三方應用程式。
The warranty covers hardware defects in materials and workmanship under normal use. This includes issues with the main unit, remote control, and power adapter that are not caused by accidental damage. It does not cover software issues or third-party apps.
哪些情況不在保固範圍內？ (What is Not Covered by Warranty)
本保固不涵蓋因意外、誤用、液體浸入、自行拆卸或改裝所造成的損壞。此外，由第三方軟體引起的問題或正常的外觀磨損（如刮痕）也不在保固範圍內。
The warranty does not cover damage caused by accidents, misuse, liquid spills, unauthorized disassembly, or modifications. It also does not cover issues caused by third-party software or normal wear and tear.
我該如何申請保固維修服務？ (How to Make a Warranty Claim)
請先聯繫您最初購買設備的授權經銷商或平台。如果您是從我們的官方網站購買，請發送電子郵件至 shop@svicloudnet.com，並附上您的訂單號碼、設備序號以及詳細的問題描述。
Please first contact the authorized reseller or platform where you purchased the device. If you bought from our official site, email us at shop@svicloudnet.com with your order number, the device's serial number, and a detailed description of the problem.
申請保固退貨是否需要保留原包裝？ (Requirement of Original Packaging)
是的，我們強烈建議您保留所有原包裝，包括盒子、配件和說明書。使用原包裝退回產品，有助於確保其在運輸過程中不受損壞，並能加快保固流程的處理速度。
Yes, it is highly recommended to keep the original packaging, including the box, accessories, and manuals. Returning the product in its original packaging helps ensure it is not damaged during shipping and speeds up the warranty process.
保固維修的運費由誰承擔？ (Shipping Costs for Warranty)
通常情況下，顧客需自行負擔將有缺陷的產品寄送給我們或服務中心的運費。在確認為保固範圍內的問題後，我們將會承擔寄回修復後或更換後的產品給您的運費。為確認具體政策，請透過電子郵件 shop@svicloudnet.com 聯繫我們。
Typically, the customer is responsible for the cost of shipping the defective product to us or the service center. We will cover the cost of shipping the repaired or replacement product back to you. Please confirm the policy with us via email at shop@svicloudnet.com.
我的盒子已經過了保固期，還能維修嗎？ (Out-of-Warranty Repairs)
我們可能提供收費的過保維修服務。請聯繫我們的客服並提供您的產品型號和問題描述，如果可以維修，我們將會向您提供相應的維修報價。
We may offer out-of-warranty repair services for a fee. Please contact our customer service with your product model and issue, and we will provide you with a quote if a repair is possible.
鑑賞期退貨政策是什麼？ (Change of Mind Return Policy)
我們提供14天的鑑賞期退貨政策。產品必須以「全新」、可再次銷售的狀態退回，且所有原包裝和配件必須完好無損。顧客需自行負擔退貨運費。
We offer a 14-day return policy for a change of mind. The product must be returned in "as-new," resalable condition with all original packaging and accessories intact. The customer is responsible for return shipping costs.
退款流程需要多長時間？ (Refund Processing Time)
在我們收到並檢查完退回的產品後，退款通常會在14個工作日內處理到您原來的付款方式。
After we have received and inspected the returned product, a refund will typically be processed back to your original payment method within 14 business days.
我遇到了技術問題，在哪裡可以獲得幫助？ (Getting Technical Support)
如需即時解決方案，請先查閱我們詳細的「問題排解」資料庫。如果您的問題未能解決，請透過電子郵件 shop@svicloudnet.com 聯繫我們的技術支援團隊。
For immediate solutions, please first check our detailed Troubleshooting database. If your issue is not resolved, please contact our technical support team via email at shop@svicloudnet.com.
聯繫客服時我應該提供哪些資訊？ (Information to Provide for Support)
為了幫助我們快速解決您的問題，請在聯繫我們時提供以下資訊：
1. 您的訂單號碼。
2. 盒子的產品序號（在底部）。
3. 產品型號（例如 10P+）。
4. 詳細的問題描述以及您已經嘗試過的任何排解步驟。
To help us resolve your issue quickly, please provide:
1. Your Order Number.
2. The box's Serial Number (on the bottom).
3. The Model (e.g., 10P+).
4. A detailed description of the problem and any troubleshooting steps you've already tried.
收到瑕疵或運送損壞的商品，退貨政策是什麼？
我們的政策有效期為 14 天。如果自您購買以來已超過 14 天，我們將無法為您提供退款或換貨。您的商品必須未使用過、保持原樣、與您收到時相同，並包含原包裝，才得以符合退貨資格。
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
如何啟動退貨或換貨流程？ (Starting a Return/Exchange)
要啟動退貨，請先透過 shop@svicloudnet.com 與我們聯繫。我們將為您提供說明和退貨授權。未經聯繫，請勿將您的購買品寄回給製造商。
To initiate a return, please contact us first at shop@svicloudnet.com. We will provide you with instructions and a return authorization. Do not send your purchase back to the manufacturer without contacting us first.
退回商品時，運費由誰支付？ (Return Shipping Costs)
您將需要自行負擔退回商品的運費。運費不予退還。如果您收到退款，退貨運費將從您的退款中扣除。
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
退款流程是如何運作的？ (How the Refund Process Works)
一旦我們收到並檢查您的退貨，我們將發送電子郵件通知您我們已收到您退回的商品。我們也會通知您退款的批准或拒絕。如果獲得批准，您的退款將被處理，並且退款金額將自動應用到您原始的付款方式上。
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
如果我想要換貨怎麼辦？ (Exchanging an Item)
我們只在商品有缺陷或損壞的情況下提供更換。如果您需要將其更換為相同的商品，請發送電子郵件至 shop@svicloudnet.com 並遵循提供的指示。
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@svicloudnet.com and follow the instructions provided.
哪些商品不能退貨？ (Non-Returnable Items)
有幾種類型的商品是免於退貨的。這包括禮品卡、可下載的軟體產品等等。
Several types of goods are exempt from being returned. This includes gift cards, downloadable software products etc.
如果我的退款延遲或遺失了，我該怎麼辦？ (Late or Missing Refunds)
如果您尚未收到退款，請先再次檢查您的銀行帳戶。然後聯繫您的信用卡公司，您的退款可能需要一些時間才能正式入帳。接下來聯繫您的銀行。如果您已完成所有這些步驟但仍未收到退款，請透過 shop@svicloudnet.com 與我們聯繫。
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@svicloudnet.com.
特價商品可以退貨嗎？ (Returning Sale Items)
根據我們的政策，只有正價商品可以退款。很遺憾，特價商品無法退款。
According to our policy, only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.