Warranty Policy

All products sold are with a warranty unless otherwise stated. If the product is found faulty after delivery, please contact us to arrange the return of the product. Please provide us with the following details when you contact us: 

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1. Your full name, best contact telephone number, address and most importantly, your email address;
2. Tax Invoice or Order Number;
3. Any relevant serial number(s) for the item; and
4. Reason for return (including any steps we can take to replicate any fault where applicable)

Once we receive the item, Umart will provide you with a Return Authority (RA) number via email. Our Warranty Team will test your item and may contact you for more information. Depending on the circumstances, we will attempt to repair the item(s). In some circumstances, we may need to refer your item(s) to the manufacturer for further testing and advice.

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Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

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Once we receive the item, Umart will provide you with a Return Authority (RA) number via email. Our Warranty Team will test your item and may contact you for more information. Depending on the circumstances, we will attempt to repair the item(s). In some circumstances, we may need to refer your item(s) to the manufacturer for further testing and advice.

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If it is determined that the product is not faulty and is working as expected, or it is determined that any defect or damage was caused after your took possession the item(s), we will return the product to you at your cost. You will be responsible for any costs associated related to the testing and/or return of the item(s) to you in this instance.

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Please note that during the testing process your data may be lost, or damaged, or destroyed. It is your responsibility to backup all of your data and programs before returning the product to us. We will not take any responsibility for any loss of data or installed programs.
         
Warranty turnaround time

All warranties are voided if returned product is found in any way to be mishandled, incorrectly installed, modified, tampered, abused, physically damaged or used under wrong voltage etc.

Turnaround time for warranty claims largely depends on the third party repairer. We will try our best to speed up the process but please understand the time involved for a warranty claim will include: our time to test the item, shipping to a qualified repairer, the repairers own test and replacement/repair, and the shipping back to us.

We do not provide an advanced replacement under any circumstances. Please keep this in mind when you place your order.

If you will be using the item(s) for mission-critical tasks, be it running a business, using it to prepare an examination, using it for a pre-organised game party etc, you should ensure the product has a replacement period or consider purchasing it from a provider that offers an instant replacement.

Umart Online is not responsible for data contents or the security of the data contents contained in any returned goods. Our workshop works under strict guidelines, not to interact with any customer data. Despite this customers should back up any data prior to sending the goods back to us; data can be destroyed during our testing. It is also beyond the scope of our control once the device is sent to our supplier. We do not provide data recovery service.

 

 

What’s the status of my RA, Return or Warranty?

Unfortunately, sometimes things go wrong and you need to get your item sent off under warranty. Our team will do everything we can to minimise any inconvenience however we are unable to always provide an on-the-spot solution and do need to speak with suppliers or manufacturers.

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As a result, it can take 3-4 weeks for us to resolve any warranty faults. This is only an estimate and your individual experience may differ. This time can also increase during peak periods.

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Generally, once we receive an item, we will attempt to test and replicate the fault internally to get a quicker response for you. In some cases, we may be able to resolve it ourselves.

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If the issue is more technical, we may need to engage the supplier or manufacturer (or in some cases, both) to work to resolve the issue for you. In these instances, the below outlines the general time frames for each stage. These time frames do not take into account weekends or public holidays.

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1. We will contact the supplier/manufacturer and request an RA Number. This is done digitally and we wait for their response. This can take 2-5 days to occur.

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2. Once we have a response from the supplier/manufacturer, we will then coordinate the return with our delivery partner. This is usually done within 1 day.

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3. Our Delivery Partner collects the item from us and takes it to the destination. This can take 2-5 days.

4. Once received, our supplier/manufacturer then reviews the product. The time it takes varies however on average, we expect this can take 10-14 days to resolve.

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5. After testing/repairing the product, the supplier/manufacturer can do any of the following; Repair or replace the item, provide us with a 'credit' so we can issue a refund, or advise 'no fault found'. In some cases, they may advise us that the item had physical damage and are unable to offer a solution. If out of warranty, they may also provide a quote to have the item repaired.

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For instances where an item is coming back to us, these will be returned to us via our delivery partner and can take 2-5 days.

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When a credit is provided, we are usually able to process you a refund immediately. It can then take 2-5 days to appear in your account. Alternatively, this can be applied to a different item.

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In the event we do not have a favourable response from the supplier, we may try to speak to the manufacturer (or vice versa) for a better outcome. This can extend the time frames mentioned above.

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We will endeavor to provide you with updates along the way but please know that at times we may not have any further updates. Should you need to follow up on a warranty issue, please contact us and provide your RA Number or Order Number. 

For more information about the warranty process, please click here.

To contact our Customer Service team, please click here

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