LG Second Year Promise Program Terms and Conditions

Void outside Canada or where prohibited by law

Please read these LG Second Year Promise Program Terms and Condition ("Terms and Conditions") carefully. Various portions of this document limit your coverage and describe terms of eligibility. By enrolling in the LG Second Year Promise ("Promise Program") you agree to be bound by these Terms, as set forth below. If you do not agree to these Terms and Conditions, do not enroll in this Promise Program.

The Promise Program is a collection of services offered in connection with certain products sold by LG Electronics CA ("LG" or "Sponsor") and available for enrollment. The Promise Program is open to Canadian residents only. Eligible claims will only be accepted within Canada. These Terms and Conditions provide you with information about the Promise Program, requirements for enrollment, claim submission, claim processing and the eligibility.

Upon enrollment in the Promise Program and subject to these Terms and Conditions, your LG smartphone will be eligible for an additional one (1) year of coverage under the manufacturer's limited warranty, which is incorporated herein by this reference. LG's limited warranty statement can be found in your user guide and online at www.lg.com/ca/support. Upon successful claim registration, customers will ship their device to our repair centre, detailed in the returns label, and the Sponsor will endeavour to ship their repaired phone within 3 business days of receipt of their Qualifying Product.  Sponsor may choose at its option to use functionally equivalent re-conditioned, refurbished or new units or parts of any units. This Promise Program extends, upon enrollment, your original manufacturer's limited warranty. It does not provide additional or supplemental coverage or services. Please see your User Guide for complete warranty information.

For additional information call a LG Support Representative at (888) 336-1626.

Promise Program Details:

  • To participate in the Promise Program customers who purchase a Qualifying Product within the relevant Promotional Period must enroll their new device within 90 days of purchase as evidenced by supporting documentation of proof of purchase. All registrations must be submitted via LGPromiseCanada.ca

  • Promise Program offer is non-transferable and extends to the original purchaser only.

  • The Promise Program applies only to new Qualifying Products purchased in major carriers' stores and their authorized retailers, authorized national retailers, and authorized online dealers inclusive of unlocked devices. Devices purchased as part of an online auction or marketplaces, such as eBay, or classified ad, even in new, like new or refurbished condition are not eligible for the program.

  • Any smartphones purchased in used or refurbished condition shall not qualify for the Promise Program.

  • Participants who purchase a Qualifying Product must have a valid email and mailing address to register for the Promise Program.

  • Any smartphones that were acquired or purchased as demo units or provided without cost for training purposes to employees do not qualify for the Promise Program.

  • Failure to properly submit all required information/documentation may result in such registration or claim being delayed or rejected. Participants will be notified by email if their registration or claim has been rejected stating the reason for the rejection and outlining next steps.

  • Photocopied, illegible, or mechanically reproduced submissions are not eligible.

  • All enrollments become the property of the Sponsor and will not be returned or acknowledged. Sponsor is not responsible for lost, late, damaged, or misdirected submissions.

  • A device failure is defined in the manufacturer's limited warranty.

  • The Promise Program does not cover damage not covered by the original manufacturer's limited warranty, including, but not limited to, any physical or liquid damage due to misuse, water ingress or other accidental damage. Please see the full warranty for details as to warranty coverage.

  • Qualifying Products and Promotion Period:

Qualifying ProductsPromotion PeriodRegistration Period
LG Velvet 5GJuly 24, 2020 to December 31, 2021Must enroll within 90 days of purchase. For the avoidance of doubt, the day of purchase counts as day 1.

Enrollment Process:

  • To be eligible for the LG Second Year Promise Program you must register your Qualifying Product by registering at LGPromiseCanada.ca and enter your personal details, proof of purchase, IMEI/MEID and serial number within 90 days of purchase.

  • Upon successful enrollment in the Promise Program, you will receive a registration ID. Store this ID as you will need to provide it when submitting a claim.

Claim Process:

  • Eligible claims for the Promise Program must be submitted via the program website.

  • You must provide proof of Promise Program registration in the form of the registration ID. Participants who have forgotten or misplaced their registration ID can recover this information by contacting customer service (888) 336-1626 available Monday to Friday 7:00am to 7:00pm EST.

  • You must follow the website prompts and submit complete and accurate claim information, including, but not limited to, a description of the manufacturer defect. 

  • Upon claim validation, you will need to return the Qualifying Product to the address provided on the pre-paid returns label. When the shipment has been received by the Sponsor, you will receive a confirmation email to the email address you provided upon enrollment. The Sponsor will endeavour to have your Qualifying Product repaired within 3 business days of receipt of your Qualifying Product. Sponsor may choose at its option to use functionally equivalent re-conditioned, refurbished or new units or parts of any units. The Qualifying Product will be delivered to the address that you provided in the claim form between 1 and 5 business days.


  • Subject to equipment availability at time of processing. Participant agrees to a "like" device if same model is no longer available.

  • Decisions to refuse or reject claims as ineligible shall be in Sponsor's sole discretion, which is binding and final.

  • Sponsor reserves the right to withdraw, amend or terminate this Promise Program without notice.

  • The Sponsor is not responsible or liable for any technical, hardware, software, server, website, or other failures or damage of any kind to the extent that this prevents the participant from or otherwise obstructs him/her in participating in this Promise Program.

Privacy Policy:

Modifications and Termination of the Program:

  • Sponsor reserves the right to modify any of the Terms and Conditions set forth herein at any time.

  • Sponsor reserves the right to modify, extend, suspend, or terminate the Promise Program if it determines, in its sole discretion, that the Promise Program is technically impaired or corrupted or that fraud or technical problems, failures or malfunctions or other causes beyond Sponsor's control have destroyed or severely undermined or to any degree impaired the integrity, administration, security, proper play and/or feasibility of the Program as contemplated herein.

  • The Sponsor reserves the right to discontinue the participation privileges of any Participant who engages in any fraudulent activity or uses the Promise Program in a manner inconsistent with these Terms or with any federal or provincial laws. In addition, Sponsor shall have the right to take appropriate administrative and/or legal action, including criminal prosecution, as it deems necessary in its sole discretion

Limitation of Liability:

  • The Sponsor is not responsible for incorrect or inaccurate transcription of information, for problems related to any of the equipment or programming associated with the Program or utilized by the Participant, for any human error, for any interruption, deletion, omission, defect, or line failure of any telephone network, cellular network, or electronic transmission, for problems relating to computer equipment, software, inability to access the Website or online service, or for any other technical or non-technical error or malfunction.  UNDER NO CIRCUMSTANCES, INCLUDING, BUT NOT LIMITED TO, NEGLIGENCE, SHALL LG, AND ITS RELATED COMPANIES, PARENTS, SUBSIDIARIES, AFFILIATES, AGENTS, LICENSEES, SHAREHOLDERS, JOINT-VENTURERS, OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS, PROGRAM AGENCIES, AGENTS, SUCCESSORS, MAJOR CARRIERS, ASSIGNS, AND SERVICE PROVIDERS, BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE PROGRAM, EVEN IF ANY OR ALL OF THE FOREGOING OR ANY OF THEIR AUTHORIZED REPRESENTATIVES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. PARTICIPANT WAIVES ANY AND ALL RIGHTS TO BRING ANY CLAIM OR ACTION RELATED TO THE PROGRAM IN ANY FORUM BEYOND ONE YEAR AFTER THE FIRST OCCURRENCE OF THE KIND OF ACT, EVENT, CONDITION OR OMISSION UPON WHICH THE CLAIM OR ACTION IS BASED.

  • The Sponsor is not responsible for any delays in shipment due to reasons beyond the Sponsor's control, including but not limited to, industrial action, postage strikes or extreme weather conditions.

  • These Terms and Conditions constitute the entire agreement between the Participants and Sponsor pertaining to the subject matter hereof and supersede all prior or other arrangements, understandings, negotiations and discussions, whether oral or written. No waiver of any of the provisions of these Terms and Conditions shall be deemed or shall constitute a waiver of any other provisions hereof (whether or not similar), nor shall waiver constitute a continuing waiver unless otherwise expressly provided.

  • The invalidity or unenforceability of any provision of these Terms and Conditions shall not affect the validity or enforceability of any other provision. In the event that any provision is determined to be invalid or otherwise unenforceable or illegal, that provision will be stricken and these Terms and Conditions shall otherwise remain in effect and shall be construed in accordance with their terms as if the invalid or illegal provision were not contained herein.

  • All issues and questions concerning the construction, validity, interpretation and enforceability of these Terms and Conditions, or the rights and obligations of Participant and the Sponsor in connection with the Program, shall be governed by, and construed in accordance with, the laws of the Province of Ontario and the federal laws of Canada, without giving effect to any choice of law or conflict of law rules or provisions that would cause the application of any other jurisdiction's laws. The Sponsor and all Participants hereby attorn to the jurisdiction of the courts of that Province, sitting in the City of Toronto, Ontario, in respect of the determination of any matter, issue or dispute arising under or in respect of these Terms and Conditions and/or the Program and agree that any such determination shall be brought solely and exclusively before such courts.

  • Copyright @ 2020 LG Electronics Canada, Inc. LG, the LG logo, and LG Life's Good, are the registered trademarks of LG Corp. ALL RIGHTS RESERVED. All other product and service marks contained herein are the trademarks of their respective owners. Phone features and specifications are subject to change without prior notice.


  • LG Electronics Canada, Inc, 20 Norelco Drive, North York, ON M9L 2X6