Warranty assessments are conducted to fairly determine whether a device failure was caused by a manufacturing defect or by external factors such as accidental damage, misuse, overheating, tampering, or liquid exposure.
Understanding your rights and responsibilities helps ensure that warranty claims are processed quickly, professionally, and accurately.
An important thing to remember is that if you accidentally damaged your product, please be honest and upfront with us so that we can advise you with the best course of action to take so that your claim has the best chance of succeeding, without infringing on the suppliers' rights. We are here to help and honesty is the best policy for success.
Warranty Coverage
Warranty coverage applies to manufacturing faults that appear within the stated warranty period from the original invoice date or delivery date, whichever is first.
If no warranty period is specifically stated, the default warranty period is 1 month from the invoice date.
The warranty covers hardware failures caused by:
- Manufacturing defects
- Component failure that was not preventable
- Incorrect factory assembly or fitting
- Confirmed manufacturing or material faults
All warranty claims are subject to inspection, testing, and verification by the supplier, manufacturer, or authorised service agents.
What Is Not Covered Under Warranty
The warranty does not cover damage caused by things such as:
- Wear and tear
- Physical impact, drops, or mishandling (including the incorrect removal of protective coverings)
- Lightning or surge damage
- Water or liquid exposure
- Unauthorised opening, tampering, or repair attempts
- Overheating caused by improper cooling or ventilation
- Software issues, corruption, viruses, or configuration problems
Consumable Items
Consumable products do not carry a warranty unless the supplier confirms that the failure was directly caused by a manufacturing defect. Out of box failure is usually covered, subject to inspection. Please report faults on the day of receiving the product.
Examples of consumables include:
- Batteries (batteries are covered, subject to not reaching the maximum battery cycle count during a limited period of time)
- Ink cartridges
- Toners
- Wear-and-tear accessories
- Cables and limited-life components
How Warranty Inspections Are Conducted
- Suppliers are aware of known manufacturing faults and common failure patterns and will consider these issues fairly during inspection.
-
Technical staff are trained to identify evidence of:
- Accidental damage
- Liquid exposure
- Tampering or unauthorised repair attempts
- Electrical or overheating damage
- Improper handling or misuse
Returns Policy
Returns may be accepted if a product was incorrectly advertised or supplied with significant specification differences that affect intended usage. The supplier might charge a re-stock fee, at their discretion, for example, where there is missing or damaged packaging, or signs of actual usage. Please open your product's packaging carefully and keep the packaging for a few days, and carefully inspect the product before switching it on. Never use a sharp blade to open boxes, cut the security tape carefully from an angle - as flat to the box surface as possible.
Examples of valid returns:
- Incorrect CPU or hardware specifications
- Wrong product or model supplied
- Major specification discrepancies
Returns will not be accepted when:
- The device operates as intended
- No fault is found during inspection
- The customer changes their mind
- The issue relates to software or user setup
- The product cannot be re-sold as new - there is evidence of use, missing accessories, and/or damaged packaging
The following products are non-returnable:
- Consumables
- Order-on-request products
- Special import products
- Modified or custom-built products
Protecting Your Device
Insure your device.
Computers and electronic devices are valuable investments. Accidental damage can happen unexpectedly, and insurance may help protect you against damage that falls outside warranty coverage.
If You Accidentally Damage Your Device
- Be honest and upfront about what happened. Suppliers are trained to distinguish between manufacturing defects and accidental damage. Honesty pays in the long run as we might be able to advise you on how to lodge the claim.
- The supplier will inspect and test the device to determine whether the issue qualifies under warranty or any other applicable policy.
- If the claim is rejected, a professional inspection report may be issued. This report can often be used when submitting an insurance claim.
How To Lodge A Complaint
If you disagree with the outcome of an inspection or warranty assessment, you may request a formal review.
- Submit an email explaining why you believe the inspection result is incorrect.
-
Include supporting information where possible:
- Dates and timelines
- Description of events leading to the fault
- Noises, smoke, overheating, or unusual behaviour
- Photos of the device
- Any supporting documentation or evidence
- Keep the tone of the email professional and neutral so that the supplier is more receptive to being lenient.
- Your email will be forwarded to the supplier for reconsideration.
- Responses are typically provided within 15 business days, although specialist analysis may take longer.
- If the final result does not support a warranty claim, you may still be able to claim through your insurer.
If you remain dissatisfied after the final decision, you may approach the Consumer Goods and Services Ombud (CGSO) for additional assistance. To speed up your complaint, please include the supplier's assesment or report, this will be required to finialise the process.
Important Notes
- All claims are subject to testing and technical verification.
- Customers should back up important data before submitting devices for inspection.
- Warranty coverage applies only under normal intended operating conditions.