Warranty Policy.

01Overview

Every new device sold by Digital Mart carries warranty protection, so a manufacturing fault never leaves you out of pocket. Unless a product page states otherwise, new smartphones, tablets, and wearables are covered by the official UAE manufacturer warranty, serviced through authorized service centers, and we manage the entire claim process on your behalf.

Warranty commences on the date of delivery (or collection, for in-store purchases) and is evidenced by your Digital Mart invoice, which you should retain for the life of the product. This policy explains what the warranty covers, what it excludes, how to make a claim, and the outcomes you can expect. It sits alongside, and does not replace, your statutory rights under UAE consumer protection law.

If anything here is unclear, contact us before a fault becomes urgent. Early contact almost always leads to faster resolution.

02Warranty periods

The exact warranty for each product is shown on its product page and confirmed on your invoice. Where a manufacturer offers a longer promotional warranty (for example, extended coverage registered through an official app), the manufacturer’s terms govern that extension.

03What the warranty covers

The warranty covers defects in materials and workmanship that occur under normal, intended use of the product, including:

• Failure to power on, charge, or hold a charge where no physical or liquid damage is present.
• Display defects such as dead pixels or flickering not caused by impact or pressure.
• Camera, speaker, microphone, or connectivity faults with no sign of misuse.
• Software faults that persist after official factory-reset procedures, where no third-party modification is present.
• Battery performance below the manufacturer’s stated threshold within the warranty period.

The deciding factor in every case is the authorized service center’s technical assessment of whether the fault is a manufacturing defect.

04What the warranty does not cover

Warranty does not apply where the fault arises from conditions or handling outside normal use, including:

• Physical damage: cracked screens, bent housings, impact damage, or damage from pressure or puncture.
• Liquid damage: submersion, spills, or corrosion indicators showing liquid exposure.
• Unauthorized service: repairs, openings, or modifications by anyone other than an authorized service center, including third-party screen or battery replacements.
• Software issues caused by rooting, jailbreaking, unofficial firmware, or malicious apps installed by the user.
• Use of non-approved chargers or accessories that damage the device.
• Normal wear and tear, including cosmetic scratches, battery aging within manufacturer thresholds, and diminished water resistance after time.
• Loss or theft of the device, which is not a defect and is not covered by product warranty.

Where a device shows both a covered defect and excluded damage, the service center will quote for the excluded portion; the covered portion remains free.

05How to make a warranty claim

Step by step

• Contact us on WhatsApp or by email with your order number and a clear description of the fault. A short video demonstrating the issue dramatically speeds up diagnosis.
• We run initial troubleshooting with you (restart, settings checks, factory reset where appropriate). Many issues resolve here without a service visit.
• If the fault persists, we book the authorized service center, issue a Warranty Service (WS) number, and arrange free courier collection from your UAE address, or you may drop the device at our Deira office.
• The service center inspects the device, typically within 3 to 5 business days of receipt, and confirms whether the fault is covered.
• We update you at every stage and return the repaired or replaced device to your door.

What to include

Send the device only (no need for the box or accessories unless we ask), include your WS number, and make sure the device is free of screen locks and personal accounts. Devices locked to an Apple ID or Google account cannot be serviced and will be returned.

06Repair process and timelines

Repairs are performed by the manufacturer’s authorized UAE service centers using genuine parts. Typical timelines from collection to return:

• Simple component replacement (battery, camera, speaker): 3 to 7 business days.
• Board-level or display repairs: 7 to 15 business days.
• Repairs requiring parts import: up to 30 business days, with a status update every week.

If a repair exceeds a reasonable period, or the same fault reappears shortly after a repair, contact us immediately. Repeated failure of the same repair is treated as a serious defect and moves to the outcomes in Section 07.

All repairs carry a service warranty on the repaired component, per the service center’s terms (typically 90 days).

07Possible outcomes

Depending on the service center’s assessment and the age of the device, a covered warranty claim resolves in one of the following ways:

• Repair: the device is fixed with genuine parts and returned, free of charge, including courier both ways.
• Replacement: where repair is not economical or not possible, the device is replaced with the same model (or a newer equivalent if the model is discontinued).
• Refund: where repair and replacement are both unavailable, a refund is issued. For devices beyond the DOA period, the refund may reflect the device’s age and usage, consistent with UAE consumer protection law; DOA devices are always refunded in full.

If the service center finds the fault is not covered by warranty, we share their technical report with you and can arrange a paid repair quote, which you are free to accept or decline with no obligation.

08Before you send your device

A few minutes of preparation protects your data and avoids delays:

• Back up your data. Repairs may require a factory reset. We and the service center are not responsible for data loss.
• Remove accounts and locks. Sign out of Apple ID / Google account and disable Find My iPhone / Find My Device. Locked devices are returned un serviced.
• Remove accessories. Take off cases, screen protectors, SIM cards, and memory cards unless the fault involves them.
• Note your IMEI. Find it under Settings or by dialing *#06#, and keep it with your invoice for your records.
• Be honest about damage. If the device has had a drop or liquid exposure, tell us. Accurate history avoids surprises in the assessment and speeds up your quote options.

09Warranty questions

To start a claim, check a claim’s status, or ask anything about coverage: