Warranty Policy

Every new device we sell carries a 12 month warranty against manufacturing defects, starting on the day it is delivered to you.

A manufacturing defect is a fault that was built into the device rather than caused by anything that happened after you received it. The warranty is a promise that the device was made correctly. It is not insurance, and it does not cover accidents.

Where a defect is confirmed, we repair the device, replace it, or refund it. The cost of the repair or the replacement is ours, not yours.

Cover begins at delivery. Keep the order number, the receipt or the payment message, and record the serial number or IMEI. Any one of them establishes the date.

Warranty length varies by what the item is, because the parts inside them wear differently. Where a particular product carries a period different from the one below, it is stated on its own product page, and the product page always governs.

Smartphones and tablets

12 months from delivery

Laptops and desktops

12 months from delivery

Televisions and monitors

12 months from delivery

Smartwatches and wearables

12 months from delivery

Gaming consoles

12 months from delivery

Batteries, chargers and cables

6 months. These are consumable parts that wear with every cycle.

Earphones, headphones and speakers

6 months

Cases, screen protectors and small accessories

Faults on arrival only, reported within 7 days

Refurbished and open box items

3 to 6 months, always stated on the product page before you buy

A repaired or replaced item carries the remainder of the original warranty, or 90 days from the repair, whichever ends later. A repair near the end of the period does not leave you with nothing.

The warranty covers faults in materials or workmanship that appear in ordinary use. In practice that means:

• The device fails to power on, or shuts down and restarts by itself.
• The screen develops dead pixels, lines, discolouration or backlight failure without having been hit or dropped.
• The touchscreen stops responding, or responds where it has not been touched.
• A button, port, speaker, microphone, camera or sensor stops working.
• The charging port fails, or the device stops charging with a working charger.
• Wireless, Bluetooth, mobile network or GPS hardware fails to function.
• The battery swells, or loses capacity far faster than normal use would explain.
• The device overheats in normal use, beyond what the manufacturer describes as expected.
• A keyboard, trackpad, hinge or fan on a laptop fails without physical damage.
• Storage or memory fails, or the device no longer recognises its own drive.
• A manufacturing fault in the case, such as a seam that separates on its own.

The exclusions below are the same ones every manufacturer applies. We set them out in full so that nothing comes as a surprise at the counter.

Physical and accidental damage

• Cracked, chipped or shattered screens and glass backs, however it happened.
• Dents, bends and damage from a drop, an impact or crushing.
• Liquid damage of any kind, including rain, spills and humidity. Devices contain moisture indicators and these are checked.
• Damage from sand, dust or corrosion.
• Burnt or melted ports, contacts or boards.

Electrical causes

• Damage from a power surge, lightning, an unstable mains supply or a faulty generator.
• Damage caused by a substandard, counterfeit or incorrect charger. Use the charger supplied or a genuine equivalent.

Unauthorised work

• Any repair, opening or modification by someone other than us or an authorised service centre.
• Broken, removed or tampered warranty seals.
• Non-genuine parts fitted to the device, including screens and batteries.
• A removed, defaced or altered serial number or IMEI, which makes the device impossible to identify as ours.

Software

• Faults caused by rooting, jailbreaking, unlocking a bootloader or installing unofficial firmware.
• Viruses, malware and problems caused by applications you installed.
• An operating system update released by the manufacturer that changes performance or removes a feature.
• Loss of data. Keep your own backups.

Ordinary wear and other exclusions

• Cosmetic wear: scratches, scuffs, faded printing and worn coatings.
• Gradual battery capacity loss within the range the manufacturer considers normal. All batteries decline with use.
• Consumable parts such as printer ink, and accessories worn out through use.
• Theft, loss, fire, flood or any other event outside the device.
• A device barred by a network operator, or locked to an account that is not yours.
• Use outside what the product was designed for, including commercial use of a domestic product.

Where a fault falls outside the warranty we will tell you why, show you the evidence, and quote you for the repair. You are free to accept the quote or take the device elsewhere.

A device that is faulty from the moment you receive it is not a warranty repair. Report it within 7 days of delivery and it is replaced. A new device should not need a repair before it has been used.

Transport both ways is at our cost. If an identical replacement is out of stock, you choose between waiting, taking a different device with the difference settled either way, or a full refund.

Full detail is in our Return and Refund Policy.

1. Contact us. Every way of reaching us is on the Help and Delivery page.
2. Describe the fault and, importantly, when it started and what the device was doing. A photograph or a short video of the fault is worth several paragraphs of description.
3. Give us the order number or the receipt, and the serial number or IMEI.
4. We try the simple things first. A good number of reported faults are settled in a few minutes over a call, and that saves you being without the device at all.
5. If it needs to come in, we tell you where to bring it or arrange collection, depending on where you are.
6. We inspect it, tell you what we found, and tell you what happens next.

Before you hand the device over

• Back up your data. A repair usually requires the device to be reset. Assume everything on it will be lost.
• Sign out of every account. Google, Apple, Samsung, Xiaomi and similar accounts lock the device to you. A locked device cannot be tested, repaired or replaced by anyone, and it is the most common reason a claim takes far longer than it should.
• Remove your SIM card and memory card. We cannot be responsible for them.
• Bring the accessories where the fault could involve them, particularly the charger and cable on a charging complaint.

First response

Same working day, within our opening hours

Inspection and diagnosis

1 to 3 working days from receiving the device

Repair we carry out ourselves

3 to 7 working days

Repair at a manufacturer service centre

7 to 21 working days, depending on the brand and on parts

Replacement, stock held

1 to 3 working days once the fault is confirmed

Refund once approved

2 to 5 working days depending on the payment method

These are working estimates, not guarantees. A part on back order or a service centre backlog can extend them. Where that happens we tell you and we keep you updated. You should never have to chase us to find out where your device is.

We do not ordinarily provide a loan device. Where a repair runs unusually long we will discuss what we can do.

Where a claim is accepted, we work through the following in order.

1. Repair. The usual outcome. The device is restored to working condition using genuine parts.
2. Replacement. Where the fault cannot be repaired, where a repair would not be economic, or where the same fault returns after repair. Ordinarily with the same model, or with a comparable one where the model is discontinued.
3. Refund. Where neither repair nor replacement is possible. Calculated on what you paid.

Where the same fault returns more than twice after repair, we treat the device as unrepairable and move to replacement or refund. You should not be caught in a cycle of returning the same device for the same problem.

Batteries

Every rechargeable battery loses capacity as it is charged and discharged. That decline is normal and is not a defect. Manufacturers ordinarily consider a battery healthy while it holds around 80 percent of its original capacity through the warranty period under normal use.

Covered as a defect:

• A battery that swells, deforms or leaks.
• A battery that fails suddenly, or loses capacity far faster than ordinary use explains.
• A battery that will not charge at all with a working charger.

Not covered:

• Gradual, ordinary decline in runtime.
• Damage from a substandard or counterfeit charger, or from an unstable power supply.
• Damage from heat, from a puncture or from crushing.

Screens

Screen faults are covered where nothing hit the device. Dead pixels, lines, backlight failure and touch failure on an undamaged screen are manufacturing defects.

Cracked glass is not covered, in any circumstance. A crack is physical damage, and it is visible as such. Where a device is dropped and the screen then fails without a visible crack, the internal damage is still visible on inspection.

Fitting a screen protector on the day you receive a phone is the cheapest insurance available. We are happy to fit one for you.

Many brands operate their own service centres in Tanzania and provide their own warranty in addition to ours. Where that is the case you may go to them directly, and for some brands it is faster.

• An international or regional warranty card in the box is honoured by that brand on its own terms, wherever it has a service point.
• Going to the manufacturer directly does not affect your rights against us. You are not choosing one and losing the other.
• Where we send your device to a service centre on your behalf, we manage the process and keep you informed. You do not have to deal with them.

If you are not sure which route is quicker for your device, ask us. We will tell you honestly, including when the answer is that you should go directly to the brand.

The warranty follows the device, not the buyer. If you sell or give away a device you bought from us, the remaining cover passes with it, provided the new owner can produce the original proof of purchase and the serial number or IMEI matches our record of the sale.

Hand the receipt or the order number over with the device. Without it the new owner cannot establish when the cover started.

We repair devices that are out of warranty, or whose fault is not covered, as a paid service.

• We quote before any work begins. Nothing is done without your agreement.
• Genuine or equivalent quality parts are used.
• Paid repairs carry a 90 day guarantee on the part replaced and the work done.
• Where a repair is not economic we say so plainly, rather than take your money for a device that is not worth saving.

Devices bought by a business, and orders of 10 units or more, carry the same warranty as any other purchase.

• Claims can be handled in batches, and we will collect from a single point rather than unit by unit.
• We keep the serial numbers against your account so a claim does not require you to prove which device came from which invoice.
• Where continuity of service matters, discuss it with us at the time of the order and we will agree an arrangement in writing.

Business supply terms are on our business page.

This warranty is given in addition to your rights under the consumer protection law of Tanzania. It does not replace them and it does not reduce them. Where this document and the law disagree, the law prevails.

If you are unhappy with how a claim has been handled, raise it with us first, with the order number and the serial number. If we cannot resolve it between us, you may take the matter to the Fair Competition Commission, or to the Tanzania Communications Regulatory Authority where it concerns communications equipment.

Returns and refunds are dealt with in our Return and Refund Policy, and the terms of sale are in our Terms and Conditions.