What your warranty actually covers, and how to file a claim that is accepted first time

Most warranty disputes are not caused by bad faith on either side. They are caused by two different readings of one word. The buyer takes a warranty to be comprehensive insurance on the device; a warranty is in fact a limited undertaking, that the device is free of defects in manufacture and materials, and that such a defect will be repaired or replaced within a stated period. This page explains exactly where that line falls, because knowing it before a fault is far more useful than debating it afterwards.

What the warranty covers

• Manufacturing defects: a component that stops working under normal use with no external cause — a mainboard that fails, or a port that stops responding.
• Material defects: a flaw in the part itself that shows up over time, such as a hinge that cracks without any impact, or an internal joint that separates.
• Recurring faults: a fault that returns after being repaired under warranty is handled as a continuation of the original claim, not as a new one.
• Parts and labour: where a fault is covered, you pay neither for the technician's time nor for the replacement part.

What the warranty does not cover

This is the part worth reading carefully. A warranty does not cover misuse or accidents: drops, cracks, liquid spills, burns, or the effects of damp and sand. It does not cover damage caused by unstable mains power or by an unapproved charger. It does not cover faults that appear after the device has been opened by an unauthorised party or after the warranty seal has been removed. It does not cover normal wear: scratches on the casing, faded printing, or the gradual loss of battery capacity through ordinary use within the declared limit. And finally, a warranty does not cover your data. We cannot guarantee recovery of files from a failed drive, which is exactly why we keep insisting on backups.

Three things to keep from the day you buy

A claim that goes through first time rests on three things: the invoice with its date, the serial number matching the one on the device, and the original box and accessories where possible. The serial number is your device's only real identity, and it is what proves that the unit in your hands is the one that left our warehouse and was registered in your name. We record that number in our register at the moment of sale, so a lost invoice can be reissued. When you take delivery, compare the number printed on the box with the one on the device and the one on your invoice. A few seconds then closes off every possible disagreement months later.

How to file the claim

Start with a call or a message before you carry the device anywhere. Some faults are resolved remotely in a single step and save you the journey. Describe the fault precisely: when it started, whether it happens every time or only sometimes, what you were doing when it appeared, and what you have already tried. We then open a service request with a reference number you can track, and we photograph the external condition of the device on receipt, which protects both sides. After inspection we tell you the diagnosis: whether the fault falls inside the warranty or outside it. If it falls outside, we quote the cost in writing before any work is done, and nothing is repaired until you approve it.

Turnaround, replacement and repair warranty

How long a repair takes depends on parts availability, and we tell you at diagnosis rather than guessing beforehand. If a repair cannot be completed within a reasonable period, we discuss the available alternatives with you under the policy published on our returns page. The repair itself is warranted for ninety days on both labour and the replaced part, unless the repair order states otherwise.

Accessories and batteries

Bundled accessories such as chargers, cables and headsets usually carry a shorter warranty period than the device itself, and that period is stated on the product page. Batteries are treated as a special case. A gradual loss of capacity through use is normal and expected, and counts as a fault only if capacity falls below the declared threshold within the covered period, or if the cell swells or leaks. Swelling is not something to monitor: stop using the device immediately and contact us.