1. Introduction
At UrbanFind, we stand behind the quality of the products we offer. This Warranty Policy outlines the warranty coverage, terms, and procedures for products purchased from our online store.
We work with reputable manufacturers and suppliers to ensure that our products meet quality standards. This policy explains what warranty protection is available, how to make warranty claims, and what is and isn’t covered.
2. Understanding Product Warranties
2.1 What is a Product Warranty?
A product warranty is a guarantee from the manufacturer that the product will function as intended for a specified period. If the product fails due to manufacturing defects or workmanship issues during this period, the manufacturer or seller will repair, replace, or refund the product.
2.2 Types of Warranties
🏭 Manufacturer’s Warranty
Provided directly by the product manufacturer, covering manufacturing defects and workmanship issues. The manufacturer determines the warranty period, terms, and conditions.
🛒 Seller’s Warranty (UrbanFind)
UrbanFind’s commitment to customer satisfaction within our return and refund period. We facilitate warranty claims and provide support even after the return period expires.
⚖️ Statutory Warranty (Consumer Protection Act)
Legal protection under South African law that requires products to be of acceptable quality, fit for purpose, and match their description. This applies regardless of manufacturer warranties.
3. Warranty Coverage
3.1 What is Covered
Warranty coverage typically includes:
- Manufacturing Defects: Faults in materials or workmanship that existed at the time of manufacture
- Mechanical Failures: Product stops functioning as designed under normal use
- Electronic Component Failures: Circuit boards, chips, or electronic parts failing during normal operation
- Structural Defects: Cracks, breaks, or failures in the product structure not caused by user damage
- Performance Issues: Product does not perform according to specifications
- Parts and Labor: Cost of replacement parts and repair labor (as specified by manufacturer)
3.2 What is NOT Covered
The following are typically excluded from warranty coverage:
- Physical Damage: Drops, impacts, scratches, dents, or breakage caused by accidents
- Water/Liquid Damage: Exposure to moisture, rain, spills, or submersion
- Misuse or Abuse: Using product beyond its intended purpose or capacity
- Improper Installation: Damage from incorrect setup or installation
- Unauthorized Modifications: Alterations, repairs, or modifications by unauthorized persons
- Normal Wear and Tear: Expected deterioration from regular use over time
- Cosmetic Damage: Scratches, discoloration, or fading that doesn’t affect functionality
- Natural Disasters: Damage from fire, flood, lightning, earthquake, or acts of God
- Power Surges: Damage from electrical spikes or improper voltage
- Consumable Parts: Batteries, bulbs, filters, or other items designed to be replaced regularly
- Software Issues: Operating system problems or software conflicts (unless product-specific)
- Lack of Maintenance: Failure to perform recommended cleaning or maintenance
4. Warranty Periods
Warranty duration varies by product type and manufacturer. Here are typical warranty periods:
| Product Category | Typical Warranty Period | Notes |
|---|---|---|
| Electronics & Gadgets | 6-12 months | Manufacturer warranty from date of purchase |
| Home Appliances | 6-12 months | May vary by brand and product complexity |
| Watches & Jewelry | 6 months – 2 years | Luxury items may have longer warranties |
| Clothing & Footwear | 30-90 days | Manufacturing defects only; wear excluded |
| Toys & Games | 3-6 months | Defects in materials or workmanship |
| Home & Garden | 3-6 months | Varies significantly by product type |
| Beauty & Personal Care | 14 days | Return period only; consumables excluded |
| Sports & Outdoors | 3-12 months | Depends on product durability expectations |
5. How to Make a Warranty Claim
If you need to make a warranty claim, follow these steps:
Contact Us
Email sales@urbanfind.co.za with your order number and issue description
Provide Evidence
Send photos/videos of the defect and proof of purchase
Assessment
We’ll review your claim and determine warranty eligibility
Resolution
Receive repair, replacement, or refund based on warranty terms
5.1 Required Information for Warranty Claims
When submitting a warranty claim, please provide:
Warranty Claim Checklist
- Order number and purchase date
- Product name, model number, and SKU
- Detailed description of the defect or malfunction
- Clear photos or videos showing the issue
- Photos of product packaging and labels
- Copy of order confirmation email or receipt
- Date when the issue was first noticed
- Steps you’ve taken to troubleshoot the problem
- Serial number (if applicable)
5.2 Warranty Claim Timeline
- Claim Submission (Day 1): You contact us with warranty claim details
- Initial Response (1-2 business days): We acknowledge receipt and may request additional information
- Assessment (3-5 business days): We evaluate the claim and determine eligibility
- Decision Notification (1-2 business days): We inform you of the claim outcome
- Resolution Process (varies): Repair, replacement, or refund is processed
6. Warranty Resolution Options
When a warranty claim is approved, we offer the following resolution options:
6.1 Repair
- Product is repaired to restore full functionality
- Repair may be performed by authorized service center or manufacturer
- Shipping costs for repair may apply depending on circumstances
- Timeframe: 2-4 weeks including shipping and repair time
6.2 Replacement
- Defective product is replaced with an identical or equivalent item
- You may need to return the defective product first
- Replacement ships once defective item is received (if required)
- Timeframe: 3-4 weeks including return shipping, processing, and delivery
6.3 Refund
- Full or partial refund issued to original payment method
- Typically offered when repair/replacement is not feasible
- Product must be returned (shipping costs may apply)
- Timeframe: 2-3 weeks including return and refund processing
6.4 Store Credit
- Credit applied to your UrbanFind account for future purchases
- Often includes bonus credit (e.g., 110% of product value)
- Available immediately without waiting for refund processing
- No expiration date
7. UrbanFind’s Role in Warranty Claims
As your trusted online retailer, UrbanFind plays an active role in supporting your warranty claims:
7.1 What We Do
- Initial Assessment: We evaluate your warranty claim and determine eligibility
- Manufacturer Liaison: We communicate with manufacturers and suppliers on your behalf
- Documentation Support: We provide necessary purchase documentation and warranty information
- Claim Coordination: We manage the warranty process from start to finish
- Alternative Solutions: We offer UrbanFind-backed solutions if manufacturer warranty is denied
- Customer Advocacy: We advocate for your interests in warranty disputes
- Progress Updates: We keep you informed throughout the warranty claim process
7.2 Our Commitment
Even when warranty coverage comes from the manufacturer, UrbanFind commits to:
- Respond to warranty inquiries within 24-48 hours
- Facilitate communication between you and the manufacturer
- Provide guidance on warranty procedures and requirements
- Offer alternative solutions when manufacturer support is inadequate
- Stand behind products we sell, even beyond statutory requirements
8. Consumer Protection Act Rights
Under South Africa’s Consumer Protection Act (CPA), you have statutory rights that exist independently of manufacturer warranties:
8.1 Your Legal Rights
- 6-Month Presumption: If a defect appears within 6 months of purchase, it’s presumed to have existed at the time of sale
- Reasonable Quality: Products must be of acceptable quality and reasonably suitable for their intended purpose
- As Described: Products must match their description, sample, or demonstration model
- Reasonable Durability: Products must remain functional for a reasonable period based on their nature and price
- Right to Repair/Replace/Refund: You can demand repair, replacement, or refund for defective products
8.2 CPA vs. Manufacturer Warranty
| Aspect | Manufacturer Warranty | Consumer Protection Act |
|---|---|---|
| Duration | Varies by manufacturer (typically 6-12 months) | Minimum 6 months; “reasonable period” based on product |
| Coverage | Defined by manufacturer terms and conditions | Quality, fitness for purpose, description match |
| Proof Required | Customer must prove defect is manufacturing fault | Within 6 months, defect is presumed pre-existing |
| Exclusions | Many exclusions (misuse, wear, etc.) | Fewer exclusions; focuses on inherent defects |
| Claim Against | Manufacturer or authorized service center | Seller (UrbanFind) directly |
9. Warranty Registration
9.1 Do I Need to Register?
For most products, warranty registration is optional but recommended. Benefits include:
- Easier warranty claim processing
- Direct communication from manufacturer about recalls or updates
- Extended warranty offers or special promotions
- Faster service from manufacturer service centers
9.2 How to Register Your Warranty
- Check product packaging: Look for warranty registration cards or instructions
- Visit manufacturer website: Most manufacturers offer online registration
- Provide required information: Typically includes:
- Product model and serial number
- Purchase date and retailer name
- Your contact information
- Keep confirmation: Save registration confirmation email or number
9.3 Unregistered Warranties
Even if you don’t register your warranty:
- Manufacturer warranty is still valid
- Your order confirmation serves as proof of purchase
- UrbanFind can verify purchase date and product details
- You can still make warranty claims through us
10. Warranty for Different Product Categories
10.1 Electronics and Technology
Typical Coverage: 6-12 months for manufacturing defects
- Circuit board failures and electronic component malfunctions
- Power supply issues and charging problems
- Screen defects (dead pixels beyond acceptable threshold)
- Button or switch failures under normal use
Common Exclusions: Battery degradation, software issues, physical damage, water damage
10.2 Home Appliances
Typical Coverage: 6-12 months for parts and labor
- Motor or compressor failures
- Heating element defects
- Control panel malfunctions
- Structural defects affecting performance
Common Exclusions: Improper installation, lack of maintenance, cosmetic damage, consumable parts (filters, bulbs)
10.3 Watches and Jewelry
Typical Coverage: 6 months to 2 years depending on brand
- Movement or mechanism failures
- Crystal or glass defects
- Clasp or closure failures
- Water resistance failures (if rated waterproof)
Common Exclusions: Battery replacement, scratches, normal wear, band/strap wear, damage from impacts
10.4 Clothing and Footwear
Typical Coverage: 30-90 days for manufacturing defects
- Stitching failures under normal use
- Fabric tears at seams
- Sole separation or detachment
- Zipper or fastener defects
- Color bleeding or excessive fading (beyond normal)
Common Exclusions: Normal wear and tear, size dissatisfaction, color preference, stains, tears from misuse
11. Extended Warranty and Protection Plans
11.1 What is Extended Warranty?
Extended warranties provide coverage beyond the standard manufacturer warranty period. These are optional purchases that extend protection for an additional period.
11.2 Availability
Currently, UrbanFind does not offer extended warranty plans. However:
- Some manufacturers offer extended warranty options directly
- Third-party insurance companies may provide product protection plans
- Check with specific manufacturers for extended coverage availability
11.3 Future Plans
We are exploring partnerships to offer extended warranty and protection plans for eligible products. Sign up for our newsletter to be notified when this becomes available.
12. International Warranty Considerations
Since our products are sourced from international suppliers, primarily from China, please note:
12.1 International Warranty Limitations
- Service Centers: Authorized service centers may not be available in South Africa for all brands
- Shipping Costs: Return shipping for warranty service may be your responsibility
- Processing Time: International warranty claims take longer than local products
- Language Barriers: Direct manufacturer communication may be in other languages
12.2 How UrbanFind Helps
We bridge these gaps by:
- Handling all manufacturer communication on your behalf
- Coordinating return shipping when necessary
- Translating and clarifying warranty terms
- Offering UrbanFind-backed solutions when manufacturer support is inadequate
- Processing local replacements or refunds when feasible
13. Warranty Denial and Appeals
13.1 Reasons for Warranty Denial
Warranty claims may be denied if:
- Damage is due to misuse, abuse, or accidents
- Product has been modified or repaired by unauthorized persons
- Warranty period has expired
- Proof of purchase cannot be provided
- Damage is cosmetic and doesn’t affect functionality
- Issue is caused by normal wear and tear
- Product was not used according to instructions
13.2 Appeal Process
If your warranty claim is denied and you disagree:
- Request Explanation: Ask for detailed reasons for denial
- Provide Additional Evidence: Submit more photos, videos, or documentation
- Request Review: Ask for claim to be reviewed by senior customer service
- Cite Consumer Rights: Reference Consumer Protection Act if applicable
- Escalate: Contact our customer service manager at info@urbanfind.co.za
13.3 Alternative Solutions
Even if manufacturer warranty is denied, we may offer:
- Discounted repair services
- Replacement at reduced cost
- Store credit toward a new purchase
- Assistance finding third-party repair options
14. Maintaining Your Warranty
14.1 Tips to Preserve Warranty Coverage
Warranty Protection Checklist
- Keep proof of purchase (order confirmation email)
- Register product warranty with manufacturer (when required)
- Follow all product care and usage instructions
- Perform recommended maintenance (cleaning, battery replacement, etc.)
- Use product only for its intended purpose
- Avoid exposing product to extreme conditions (unless rated for it)
- Keep original packaging (helpful for returns/warranty service)
- Take photos of product condition upon receipt
- Report defects promptly within warranty period
- Only use authorized accessories and parts
- Never attempt unauthorized repairs or modifications
- Store warranty information in a safe, accessible place
14.2 Actions That Void Warranty
- Opening sealed products or removing security seals (unless instructed)
- Attempting to repair or modify the product yourself
- Having product serviced by unauthorized repair centers
- Using incompatible accessories or parts
- Removing or altering serial numbers or product labels
- Using product in ways prohibited by instructions
- Continuing to use visibly damaged product
15. Frequently Asked Questions
❓ How do I know if my product has a warranty?
All products sold by UrbanFind come with at least the minimum protection under the Consumer Protection Act (6 months). Many products also include manufacturer warranties. Check the product description on our website or contact us for specific warranty information.
❓ When does my warranty start?
The warranty period begins on the date you receive the product (delivery date), not the date of purchase. Keep your delivery confirmation as proof of warranty start date.
❓ Can I claim warranty directly from the manufacturer?
Yes, but we recommend contacting UrbanFind first. We can facilitate the claim process, communicate with the manufacturer on your behalf, and often provide faster resolutions.
❓ What if I lost my proof of purchase?
Contact us with your order details (name, email, approximate order date, product name). We can retrieve your order information from our system and provide the necessary documentation.
❓ Does warranty cover accidental damage?
No, standard warranties do not cover accidental damage such as drops, spills, or impacts. Warranties only cover manufacturing defects and workmanship issues under normal use.
❓ How long does warranty claim processing take?
Initial assessment takes 3-5 business days. Total resolution time varies: repairs (2-4 weeks), replacements (3-4 weeks), refunds (2-3 weeks). International sourcing may extend these timeframes.
❓ Who pays for shipping during warranty claims?
If the warranty claim is approved and the defect is covered under warranty, UrbanFind typically covers return shipping costs. For denied claims or damage not covered by warranty, shipping costs are the customer’s responsibility.
❓ Can I get a refund instead of repair/replacement?
Refunds are available for warranty claims, especially when repair or replacement is not feasible. You can request a refund, but the final decision depends on product availability and manufacturer policies.
❓ What happens after the warranty expires?
After warranty expiration, you may still have rights under the Consumer Protection Act if the product fails to last a “reasonable period” based on its nature and price. Contact us to discuss options for post-warranty issues.
16. Contact Us for Warranty Support
For warranty claims, questions, or support, please contact us:
UrbanFind Warranty Department
Email: sales@urbanfind.co.za (Warranty Claims)
info@urbanfind.co.za (Warranty Inquiries)
Subject Line: Include “Warranty Claim” or “Warranty Question” in your subject line
Physical Address:
Unit 15 Honeydew Business Park
1503 Citrus Street, Laser Park
Roodepoort, Gauteng, 2040
South Africa
Website: urbanfind.co.za
Response Time: We respond to warranty inquiries within 24-48 business hours
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM SAST
17. Policy Updates
UrbanFind reserves the right to update this Warranty Policy at any time to reflect changes in manufacturer policies, legal requirements, or our business practices. Changes will be effective immediately upon posting to our website.
This policy was last updated on the date shown at the top of this page. We encourage you to review this policy periodically.
Your satisfaction is our priority. We stand behind the quality of our products and are committed to supporting you through the warranty process. If you have any concerns about a product, don’t hesitate to reach out – we’re here to help!