Warranty and Repairs

10. WARRANTY

• 10.1. This Contract is made between the Buyer (as identified and named overleaf) and the Seller.
• 10.2. The Seller agrees that on purchase of the Product by Buyer the Seller will repair or replace, within in its sole discretion, the Product as may be required by this Contract in accordance with the following terms and conditions.
• 10.3. The Contract is not an insurance policy or guarantee, is not transferable and is only valid in the country of purchase of the Product.
• 10.4. The Contract becomes effective from the date the Product was delivered to Buyer and Seller offers warranty coverage, as set out, on certain products furniture, appliances and electronics:
•  12 Months: Refrigerators, Freezers, Televisions, Air Conditioners, Gas Cookers, Electric Cookers, Washers, Dryers, Dishwashers.
•  6 Months: Microwaves, Sewing Machines, Vacuum Cleaners.

3 Months: Small Appliances, Water Coolers, Portable Electronics, Living Room Furniture, Dining Room Furniture, Bedroom Furniture and Outdoor and Occasional Furniture.

NB: All Furniture (Living Room Furniture, Dining Room Furniture, Bedroom Furniture and Outdoor and Occasional Furniture) are only covered by the warranty for Manufacturer Defect; that is damage caused by defect in the production of the Product as determined by the Manufacturer.

10.6 Platinum Protection Warranty (PPW) offers an additional two (2) year period of the warranty for the Product as follows:

1. PPW will cover solely repairs to the Product.
2. In the event that the repairs provided by the Seller are not satisfactory as determined by the Seller in its opinion, the Seller within its sole discretion will refund the purchase price of the Product with a depreciation in the purchase price after giving consideration to the years of good use by the Buyer.

EVERYDAY WARRANTY COVERAGE

11. The Contract covers repairs to standard operational condition of Product by replacement of Product parts (mechanical and electrical), inclusive of labour and service repair costs at Buyer’s premises on non-portable items in the event that a Product covered by this Contract fails to meet its normal operational condition due to defects in materials, workmanship or performance during normal use.

12. In the event the Seller cannot access the Product to be repaired at Buyer’s premises or the Product cannot be repaired at Buyer’s premises, the Buyer shall be responsible for the transportation of the Product to and from the relevant Seller’s service centre and any costs incurred in doing so. Should the Buyer request transportation of the Product by the Seller to and from the Seller’s service centre, an appropriate fee will be charged to and be payable by the Buyer, prior to release of Product.

13. If Buyer refuses repair of the Product by the Seller, the Contract shall be deemed to be null and void within 15 days of such refusal, and the job card would be considered closed.

14. If the Seller determines that the Product cannot be repaired, the Seller will, at their sole discretion, replace it with an identical or similar product, not exceeding the original purchase price of the Product.

15. If a Product is replaced, the original Product becomes the property of the Seller and the Contract terminates.

• 15.1. If Product is replaced during the “Standard Everyday Warranty” timeframes stated above, and Buyer has purchased a PPW, then remaining PPW timeframe would carry onto replacement product.
• 15.2. If Product is replaced after the “Standard Everyday Warranty” timeframes stated above and therefore within the PPW timeframe, the PPW would be considered fully utilised, and not applicable to the new/replaced product.

16. The merchandise the Seller sells is designed for domestic and personal use only. As such, the Contract is voided if the Product purchased is used for commercial, rental or any profit generation purposes.

17. Notwithstanding the terms of this Contract, Seller shall not be liable for any consequential or incidental damages or for any other remedies or damages for loss of use of Product.

18. Time shall not be of the essence as the Seller’s services can be inadvertently affected by factors outside the Seller’s control. The Seller shall not be liable for any losses or damages howsoever arising out of delays, loss of use, and the like. Nevertheless, the Seller shall make reasonable efforts to inform Buyer in circumstances where the service may exceed one (1) month of date of service request.

19. Seller reserves the right to impose charges for services which are outside the cover of the Contract. Seller also reserves the right to decline to provide services where the Product is obsolete, or no longer deemed serviceable or replaceable for any reason.

20. Products after servicing or inspections must be collected within seven (7) days from the date of notification to Buyer. Seller may dispose of Products which remains uncollected after seven (7) days, without notice to Buyer, in any way Seller deems fit. Seller may also claim any damages from Buyer, including any costs for the storage of the Product. Seller reserves the right of lien for unpaid charges.

EXCLUSIONS FROM THE STANDARD EVERYDAY WARRANTY
CONTRACT DOES NOT COVER THE FOLLOWING:

• Service calls by Buyer relating to Product misuse/abuse/neglect (as determined solely by the Seller) including removal or alteration of serial numbers or misunderstanding on the current operation of the Product.
• Service calls to correct the installation/assembly of Buyer’s major appliance/furniture, to instruct Buyer on how to use the major appliance, to replace or repair house fuses, or to correct house wiring or plumbing.
• Damage to Product caused by unauthorised repair or bad installation/assembly, non-removal of shipping bolts for washers, theft, burglary, accidents involving sand or water or fire, intrusion, malicious damage, impact, corrosion/moisture (rust/mould), battery leakage, animal or insect infestation inclusive of pests and rodents, computer viruses, vandalism, acts of war and Acts of God including wind, freezing, earthquakes, storms, hurricanes, flooding, tornadoes, lightning etc.
• Damage, fault or failure resulting from electrical wiring and connections, user facilitated minor adjustments and settings, external antenna or local reception problems, structural problems of Buyer’s premises, inaccessible Products or parts, negligence, misuse, tampering or abuse, whether wilful or not.
• Damage, fault or failure due to improper transportation, inappropriate storage conditions or materials, improper ventilation, reconfiguration of the Product, movement of the Product.
• Consumables parts or accessories for the Product which are intended to be replaced by Buyer, including but not limited to hoses, remotes, speakers, belts, bags, needles, bulbs, batteries, handles, plugs, fuses, filters, toner, print cartridges, knobs, shelves/racks, grids, burners/elements, switches, caps, cables, microwave turntables, software, replacement parts, gas refills, refrigerant and other miscellaneous materials for the Product, installation materials, which include without limitation, Inlet/outlet hoses, insulation materials, copper piping, pvc piping and electrical wiring.
• Normal wear and tear to Product, for example but not limited to, fading or loss of colour, fraying of fabric, distortion of the shape of furniture interior fillings, soiling from human or animal perspiration, hair/body oils and odours.
• Cosmetic damage to Product including but not limited to scratches, dents, punctures, chips, scars and bites, peeling, scaling, breakage, swelling and shrinkage.
• Use of abrasive cleaners and/or other unsuitable cleaners or incorrect use of any cleaning substance/material and lack of proper protection from weather.
• Damage to Product resulting from failure to use surge protector, power outage, power surges or dips, fluctuating voltage, connection to faulty or otherwise unsuitable or improper power supply (including but not limited to use of extension cords), inadequate or improper voltage or current, reception or transmission problems.
• Cost/damages incurred from removal or re-installation of the Product.
• The removal and reinstallation of the Buyer’s major appliance if it is installed in an inaccessible location or is not installed in accordance with published installation instructions.
• Expenses for travel and transportation for service if the Product is located in a remote area where service is not available.
• Routine maintenance, cleaning, lubrication, adjustment or alignment of the Product.
• Failure to follow guidelines provided in the owner’s manual regarding the Product.
• Using the Product for purposes other than those for which it was specifically designed.
• Any loss/damages/inconvenience arising from the use or loss of use of the Product during failure, including but not limited to any food loss due to refrigerator or freezer Product failures.
• Damage to the Product caused before or during delivery service other than that of the Seller.
• Products that are leased, rented, used exceeding normal limits, used continuously and/or subject to abuse, unreasonable, abnormal or extreme operations.

The cost of repair or replacement under the excluded circumstances shall be borne by the Buyer. Seller reserves the right to charge the Buyer for any reasonable and applicable costs and expenses relating to or arising out of repair or replacement under the excluded circumstances.

N.B. Buyers are responsible for installation/assembly of all Products (save and except for air conditioning units which must be installed by Seller’s representative) and the Seller will not be held liable for damages caused during poor installation. However, an official request can be made for a representative of the Seller to assemble furniture, at a cost.

FAILURE OF PRODUCT
In the event of a failure of Product, Buyer shall-

• Review the relevant Product owner’s manual and/or manufacturer’s guidelines to determine if the problem can be rectified by the Buyer.
• Ensure that the Contract is still valid.
• Make an official report to the Seller within two (2) business days of failure to validate the claim, after which Buyer will be told how to proceed by Seller’s representative.