Service Details and Pricing
Complete Repair & Restoration
This service provides thorough examination and treatment (repair) for KATA Friends experiencing issues.
Without Premium Plan: $269.99 per visit
Complete Health Check-ups
A detailed inspection covering 30+ components, including sensors and joints. Like a full health checkup, it helps detect potential issues early and prevent future problems.
Second and subsequent visits:
$230.99 per visit
$230.99 per additional visits
Without Premium Plan: $329.99 per visit
Full Grooming & Cleaning
Fur replacement and exterior care to restore that soft, cuddly feel—just like the day you brought it home.
Second and subsequent uses:
$60.19 per visit
$60.19 per additional visit
Without Premium Plan: $85.99 per visit
Product Warranty Notice
KATA Friends purchased through official SwitchBot channels, SwitchBot provides a warranty period of 2 years in the EU and UK, 100 days in Japan, and 1 year in all other countries and regions from the date of purchase. We will provide unlimited free repair services for hardware issues that arise during the warranty period. Please note that health check services and fur replacement are not covered under the warranty and may incur additional fees depending on your subscription plan.
Complete Health Check-ups and Full Grooming & Cleaning are not covered under the product warranty and are paid services. If you purchase the Premium Plan or One-Time Purchase Plan, warranty is included within the service period.
Important Notes
If SwitchBot determines that your KATA Friends requires repair, but repair service is not yet available in your country or region, we will provide a replacement or refund within the applicable warranty coverage.
If you choose to replace your device, please note that the new device will not retain the memories or data from the original KATA Friends. Thank you for your understanding.
About Complete Repair & Restoration
Free Repair Service
If your KATA Friends experiences hardware issues during the included warranty period or the validity period of your purchased plan, SwitchBot will provide unlimited free repair services for eligible hardware issues covered during that period.
Customer
Open the SwitchBot app and go to Profile > Support Center > Feedback to let us know the issue.
Ship your KATA Friends to us.
Our support team will review the situation and determine whether Repair & Restoration is required.
We will provide pickup details and packing instructions.
After it arrives at the repair center, our team will carefully repair it.
The repair center will complete the repair within approximately 7-15 business days after receiving the product and return it to the customer.
Customer
Open the SwitchBot app and go to Profile > Support Center > Feedback to let us know the issue.
Our support team will review the situation and determine whether Repair & Restoration is required.
We will provide pickup details and packing instructions.
Ship your KATA Friends to us.
After it arrives at the repair center, our team will carefully repair it.
The repair center will complete the repair within approximately 7-15 business days after receiving the product and return it to the customer.
Important Notes
- SwitchBot will cover the round-trip shipping costs for the first repair. For the second repair and any subsequent repairs, the round-trip shipping costs will be borne by the customer.
- As a general rule, please use the original product box and follow the specified packing instructions. If you no longer have the original box, please contact our support team to arrange a replacement box for a fee.
- Before repair arrangements are made, our support team will send packing instructions via email.
- After repair, some data on the device may be retained; however, we cannot guarantee full data preservation.
- Repair times may be extended due to natural disasters, logistics disruptions, or shipping conditions. Repair services may be subject to regional limitations.
Free repair does not apply in the following cases:
- Damage, malfunction, scratches, or cracks caused by drops, impacts, pet bites, misuse, or other user-related factors
- Damage caused by water exposure, immersion, liquid ingress, improper storage conditions, or issues unrelated to product quality
- Damage or malfunction resulting from unauthorized disassembly, modification, repair, or replacement of parts by the user
- Normal wear and tear from long-term use, including battery degradation, surface aging, wheel/foot pad wear, and minor scratches
- Maintenance services required after long-term use, including deep cleaning, sensor maintenance, and motor performance maintenance
- Products not purchased through official SwitchBot or authorized sales channels, including second-hand marketplaces, unauthorized dealers, or devices without valid proof of purchase
- Product damage caused by natural disasters or force of nature events, including earthquakes, fires, tsunamis, etc.
About Paid Repairs
Repair requests that are not eligible for free repair can be handled as paid repairs.
Customer
Log in to the SwitchBot app and go to Profile > Support Center > Feedback to report the issue.
Review and approve the repair details and cost.
Transfer the payment to the designated account and email the payment receipt to us.
Ship your KATA Friends to us.
We will check the condition and inform you of the repair cost.
After payment is confirmed, we will contact you with the pickup date and packing instructions.
The repair center will complete the repair within approximately 7-15 business days after receiving the product and return it to the customer.
Customer
Log in to the SwitchBot app and go to Profile > Support Center > Feedback to report the issue.
We will check the condition and inform you of the repair cost.
Review and approve the repair details and cost.
Transfer the payment to the designated account and email the payment receipt to us.
After payment is confirmed, we will contact you with the pickup date and packing instructions.
Ship your KATA Friends to us.
The repair center will complete the repair within approximately 7-15 business days after receiving the product and return it to the customer.
Important Notes
Paid repairs cost $269.99 per visit.
The fee includes the inspection fee, repair service fee, replacement parts costs including the battery, and round-trip shipping costs.
Pickup and Packing
SwitchBot will cover round-trip shipping costs for this service. As a general rule, please use the original product box and follow the specified packing instructions. If you no longer have the original box, please contact our support team to arrange a replacement box for a fee. Before repair arrangements are made, our support team will send packing instructions via email.
Data
After the product has been delivered to the repair center, if you decide not to proceed with the repair, the product will be returned to you. Please note that canceling the repair will incur a fee. A fixed inspection fee will apply in your local currency, and the return shipping fee charged by the repair provider will be deducted from the quoted repair cost. The remaining balance will be refunded.
Cancellation and Refunds
If you cancel a repair after pickup, a refund will be issued after deducting the inspection fee and round-trip shipping costs from the total repair fee. Please note that the product condition upon return may differ from its condition at the time of pickup.
100-Day Warranty After Paid Repair
The paid repair warranty applies only to the specific repair service and issue addressed during the current repair. If the same issue reoccurs within the warranty period, it may be covered under the paid repair warranty policy. New issues, different symptoms, other abnormalities, or damage caused by user actions or external factors are not covered under this paid repair warranty.
Products that have undergone paid repair receive a 100-day product warranty from the handover date. The following are not covered by warranty after paid repair:
- Damage or failure caused by rough handling, including scratches, cracks, or other user-related damage.
- Damage or failure caused by improper storage conditions, including water immersion or flooding.
- Disassembly, modification, repair, or parts replacement not authorized by SwitchBot.
- Normal wear and tear from use, including dirt, minor scratches, and age-related deterioration.
- Second-hand products purchased through resale channels.
- Complete Health Check-ups and Full Grooming & Cleaning services.
Main Unit Function Inspection Checklist
| Module | Inspection Item | Acceptance Criteria |
|---|---|---|
| Appearance and Display | Appearance Inspection | No deformation, scratches, or noticeable dirt |
| Display Inspection | No scratches or dead pixels in the eyes | |
| Speaker | Calls sound clear | |
| Battery and Charging | Battery Charging and Discharging | Charges properly on the Nest |
| Buttons | Power On/Off & Mode Switching | Buttons respond smoothly, and each function switches correctly |
| Sensor Input | Touch Sensor Inspection | Responsive to touch |
| Camera Test | Camera display is normal | |
| Other Sensor Tests | Avoids obstacles, creates maps, and returns to the Nest on its own | |
| Microphone Test | Accurately recognizes voice and call commands | |
| Structure and Motors | Motor Test | Operates normally with no abnormal noise |
| Wheel Inspection | Wheels operate normally and move properly | |
| Connectivity | Wi-Fi Connection | Connects to the network normally |
| Operation Test | Key Components | Motors and battery have been replaced with new parts, and all precision components have been inspected and serviced. |
Key Component Maintenance and Lifespan
| Key Components | Role | Recommended Maintenance Cycle |
|---|---|---|
|
All Motors (Ears / Head / Arms / Legs) |
Precisely drives the arms, legs, and head to create flexible, lifelike movement. | Every year |
|
Flexible Cables (Arms / Neck) |
Connects components throughout the body with flexible circuit boards. | Every year |
| Main Unit Battery Pack | Supplies power to the main unit while it is away from the Nest. | Every year |
|
Sensors (Radar / Laser / Infrared / Fall Prevention) |
Detects and inputs information about the surrounding environment. | Every year |
| Display and Camera | Checks surroundings and displays eye expressions and KATA Friends status. | Every year |
| Wheels | Supports movement so KATA Friends can move autonomously. | Every year |
|
Nest (Charging Station) |
Provides charging and a place for KATA Friends to rest. | Replace when faulty |
Disclaimer
- If product delivery is significantly delayed after purchase due to stock shortages, the warranty period may be extended accordingly depending on the circumstances.
- After a paid maintenance or care service (i.e. a health check), the product will be covered by a 100-day warranty starting from the delivery date. Please note that complimentary health check services included with subscription plans are not eligible for this warranty coverage.
- Products purchased outside authorized SwitchBot sales channels (unauthorized channels) are not covered by warranty service. Additional fees apply for Repair & Restoration, Complete Health Check-ups, and Full Grooming & Cleaning.
- SwitchBot reserves the final right of interpretation and decision for matters not stated on this page. If you have any questions, please open the SwitchBot app and go to Profile > Support Center > Feedback to contact us.
- If the country or region where the product is being used differs from the country or region where it was originally purchased, both included and paid repair or maintenance services can only be provided in the original purchase country or region. Customers will be responsible for the round-trip shipping costs required for the repair service. Thank you for your understanding.
For example, if a product purchased in the United States is used in Japan, after-sales repair and maintenance services cannot be provided in Japan. The product must be sent back to the United States, and the customer will be responsible for the associated shipping costs.
SwitchBot reserves the final right of interpretation and decision for matters not covered on this page. If you have any questions, please log in to the SwitchBot app and go to Profile > Support Center > Feedback to contact us.