Warranty claims
A warranty is extra, not instead
A manufacturer warranty is a promise the manufacturer makes on top of your rights. It does not replace them, and it does not limit them.
You can come to us. If a product is faulty, we are the ones who sold it to you, and the consumer guarantees are ours to honour. We will not send you away to deal with a manufacturer on your own — though sometimes going direct is genuinely faster, and where that is true we will say so and help you do it.
Which one applies to you?
| Consumer guarantees | Manufacturer warranty | |
|---|---|---|
| Who owes it | Us, as the seller | The manufacturer |
| Time limit | No fixed limit — it depends on what a reasonable person would expect of the product, given its price and what it is | Whatever the warranty says, typically 1–3 years |
| Can it be excluded? | No. Never | It is voluntary, so its own terms govern it |
| What you can get | Repair, replacement or refund — your choice for a major failure | Usually repair or replacement |
An expired manufacturer warranty does not mean you have no claim. A $3,000 laptop that dies after 18 months may well still be a breach of the consumer guarantees even if the warranty ran for 12.
Making a claim
- Tell us what has gone wrong, with your order number. Photos or a short video help a lot.
- A person assesses it — not an algorithm. If it engages a consumer guarantee, we say so.
- We tell you what happens next and roughly how long it will take. If a manufacturer repair is the fastest route, we will explain why and arrange it.
- You get a repair, a replacement or a refund. For a major failure, you choose which.
Before you send anything back
- Back up your data. A repair or replacement will usually wipe a drive, and we cannot recover it for you.
- Remove any passcode, account lock or activation lock.
- Keep the serial number — take a photo of it before it goes.
- Wait for our instructions before posting anything, so it goes to the right place.