Warranty Policy

1. General Warranty Policy

1.1 Warranty Coverage

• Solwave Technologies provides a manufacturer’s warranty for all eligible products, covering manufacturing defects and operational failures under normal use.
• The warranty applies only to hardware components and excludes software, accessories, and consumables unless stated otherwise.
• Warranty terms vary depending on the product category and manufacturer.

1.2 Warranty Duration

• Standard warranty periods apply as follows:
  • New Products: Typically, 12 – 36 months depending on various manufacturer’s warranty provisions
  • Refurbished/Ex-UK Products: Warranty varies by item, usually 3 to 6 months.
  • Batteries, Power Supplies, and Accessories: Warranty ranges from 30 days to 6 months, depending on the product.
• The warranty period starts from the date of purchase as indicated on the official invoice.

1.3 Exclusions from Warranty

The warranty does not cover:

• Physical damage, misuse, or improper handling.
• Electrical surges, power fluctuations, lightning strikes, or water damage.
• Products tampered with, modified, or repaired by unauthorized personnel.
• Software issues, viruses, or operating system failures.
• Normal wear and tear, including faded labels, worn-out keyboards, and degraded batteries.
• Consumables such as ink cartridges, cables, and storage media.

2. Warranty Claim Process

2.1 How to Initiate a Warranty Claim

• Clients must submit a warranty claim by contacting Solwave Technologies via email, phone, or visiting the store.
• The claim must include:
  • Original invoice or proof of purchase.
  • Description of the issue, including error messages or symptoms.
  • Photos or videos (if applicable) to illustrate the defect.

2.2 Inspection and Approval

• The faulty product must be returned for inspection by Solwave Technologies or the manufacturer.
• If the issue is covered under warranty, the product will be:
  • Repaired at no additional cost.
  • Replaced with an equivalent item (subject to availability).
  • Issued with a store credit if repair or replacement is not possible.
• If the claim is rejected (due to damage, misuse, or exclusions), the item will be returned to the Client at their expense.

3. Repair and Replacement Terms

3.1 Repair Turnaround Time

• Standard repair time is between 7 to 30 business days, depending on the availability of spare parts.
• If the repair is expected to take longer than 30 days, Solwave Technologies will notify the Client.

3.2 Replacement Policy

• If an item cannot be repaired within a reasonable timeframe, it may be replaced with:
  • A new unit of the same model (if available).
  • A similar product of equal value (if the same model is unavailable).
• Replacement is subject to approval from the manufacturer or supplier.

3.3 Warranty After Repair or Replacement

• If a product is repaired, the remaining original warranty period will still apply.
• If a product is replaced, a new warranty period may apply based on the replacement terms.

4. Special Warranty Conditions

4.1 Refurbished & Ex-UK Products

• Factory refurbished products come with a limited warranty and may contain pre-used parts.
• The warranty for these items varies from 3 to 6 months, depending on the product.
• Clients should expect minor cosmetic imperfections that do not affect functionality.

4.2 Third-Party Manufacturer Warranties

• Some products come with a direct manufacturer’s warranty.
• The Client may be required to deal directly with the manufacturer for claims.
• Solwave Technologies will provide assistance where possible but is not responsible for third-party warranties.

5. Warranty Claim Costs & Responsibilities

5.1 Shipping and Transport Costs

• The Client is responsible for transporting faulty products to and from Solwave Technologies.
• If the product is found to be defective under warranty, return shipping fees may be waived.
• If the product is not covered under warranty, the Client must pay for any repair and transport costs.

5.2 Costs for Out-of-Warranty Repairs

• Repairs for items that are out of warranty will be charged at standard repair rates.
• The Client must approve the repair quote before work begins.
• If a client refuses the repair after a diagnosis, they will be charged an inspection fee.

6. Limitations of Liability

• Solwave Technologies is not liable for data loss, business loss, or downtime resulting from product failure.
• The warranty does not cover loss of profits, indirect damages, or incidental expenses.
• The Client is responsible for backing up all data before sending a device for repair or replacement.

For warranty claims or inquiries, contact us:

📧 Email: sales@solwave.co.ke
📞 Phone: +254 (0)724 307 684