Product Warranty Policy

Scope of Coverage and Definitions

This Warranty Policy establishes the terms under which manufacturing defects in materials, design, or workmanship are covered following your purchase on protechksa. Online (the “Site”).

1.1 Core Coverage Framework

Electronic Devices: All primary electronic hardware sold on the Site carries a mandatory twenty-four (24) month (2-year) warranty from the date of purchase, excluding auxiliary accessories.
Product Accessories: Accessory items are subject to specific warranty terms determined independently by their respective manufacturers or third-party sellers.
Refurbished Products: Refurbished hardware is governed by category-specific limitations as specified on the product detail page at the time of purchase.

1.2 Warranty Types

Manufacturer Warranty: Serviced and fulfilled directly by the brand’s authorized regional service centers.
Seller Warranty: Serviced and fulfilled directly by the independent third-party merchant store listing the product on our platform.
Protech Warranty: On select items, Protech provides a direct warranty to ensure the highest tier of service excellence. Check your product listing details to confirm Protech-managed coverage.

1.3 Limitation of Platform Liability

For products covered under Manufacturer or Seller warranties, all operational duties—including spare parts provisioning, systemic repair turnarounds, and the technical quality of workmanship—remain the exclusive legal liability of the respective manufacturer or merchant. Customers must coordinate directly with the brand’s designated service center for all active claims. In the event an authorized manufacturer service center is unavailable or unresponsive, Protech will provide administrative assistance to help facilitate the claim.

General Claim Requirements and Compensation

To successfully execute a warranty service request, you must adhere to the following provisions:

Proof of Purchase: The original purchase invoice is strictly required to verify the product serial number and authenticate the validity of the warranty term.
Warranty Cards: If the product package includes a physical warranty certificate or card, this must be presented to the service center at the time of evaluation.
Term Continuance: A repair action, component replacement, or complete unit exchange performed under warranty does not extend, renew, or restart the original warranty duration.
Statutory Delay Compensation: In the event of administrative delays or failure by a brand service provider to meet regulatory repair timelines, customers may seek statutory compensation directly from the service provider in compliance with KSA Ministry of Commerce regulations. Protech assumes no liability for such external service delays or compensation payouts.
International Apple Devices: For international variants of Apple hardware sold on the Site, the warranty framework is split: the first (1st) year of service is fulfilled by official Apple Authorized Service Providers, and the second (2nd) year of coverage is fulfilled by the designated platform Seller.

Pickup and Delivery Logistics Service (A.1)

Protech may, at its sole discretion and within designated geographic serviceable sectors, offer a centralized logistics pickup and drop-off service as an added benefit.

3.1 Service Timeline Breakdown

When using Protech’ s pickup and delivery logistics, the standard operational Turnaround Time (“TAT”) for a warranty cycle is 25 working days, segmented as follows:

[ Day 0: Customer Request ]

│

▼

┌──────────────────────────────┐

│ Transit to Service Center │ ◄─── Up to 6 Working Days

└──────────────┬───────────────┘

│

▼

┌──────────────────────────────┐

Technical Repair Window │ ◄─── Up to 14 Working Days

└──────────────┬───────────────┘

│

▼

┌──────────────────────────────┐

│ Return Logistics to User │ ◄─── Up to 5 Working Days

└──────────────┬───────────────┘

│

[ Day 25: Delivery to User]

Logistics Policy Notice: The pickup and delivery framework is a discretionary service. Protech reserves the absolute right to impose auxiliary service fees, restrict geographic zones, or suspend/discontinue the service entirely without prior liability.

3.2 Mandatory Guidelines for Pickup Requests

Safe Packaging: The customer is strictly responsible for ensuring the product is secured inside its original manufacturer box and wrapped safely in protective transit layers. Protech assumes no liability for physical structural damage incurred during courier transit due to insufficient packaging.
Completeness of Return: The core device along with all operational inbox accessories (e.g., power adapters, charging cords, internal batteries, earphones) must be handed over to the courier representative together during the pickup window.
Address Consistency: The specific shipping coordinates provided during the initial warranty claim submission will be utilized for both the pickup and final return delivery. Address alterations requested mid-cycle are subject to review and depend on partner courier routing availability.
Irreparable Status (MCI Regulations): If a product presents a covered manufacturing defect that cannot be repaired, the customer is eligible for a replacement unit or a financial refund. In strict accordance with the KSA Ministry of Commerce regulations, refunds are calculated by deducting a reasonable usage depreciation value and the cost of any missing inbox accessories. These decisions are determined by the brand service provider or seller and must be claimed directly through them.
Out-of-Warranty Inspection Fees: If a warranty claim is rejected because the device defect is out-of-warranty or displays signs of customer-inflicted damage, third-party service centers may charge a mandatory diagnosis and inspection fee prior to releasing the unrepaired item.
Exclusions from Coverage: Damage arising from handling accidents, operational abuse, physical misuse, liquid immersion/splashing, or any external environmental forces is explicitly excluded from warranty coverage.
Strict Incident Reporting Window: If an item is delivered back to you with structural physical damages, missing inbox components, or if you receive an automated delivery completion notice without physical receipt of the package, the incident must be reported to Protech customer care within 48 hours of the recorded delivery timestamp. Claims filed outside this 48-hour window will be rejected.
Data Integrity and Passcode Security: The customer retains sole and absolute liability for all confidential data stored inside the device. Before hand-off, you must securely back up all operational files, sign out of cloud tracking systems (e.g., Find My Mobile, Google Account links), and clear all security locks, PIN numbers, and biometric access passwords.
TAT Exclusions: Any delays incurred while waiting for a customer to supply device credentials, technical explanations, or repair cost approvals are explicitly excluded from the standard 25-working-day TAT calculation.
Data Sharing Consent: By filing a warranty application, you grant explicit consent to Protech and the authorized third-party service centers to utilize your registered contact profiles to execute the necessary service and communication requirements. Account profile details cannot be modified while a warranty claim is active.
Auxiliary Third-Party Accessories: Protech and its partners are not liable for the loss or structural degradation of non-standard aftermarket accessories (e.g., custom screen protectors, cases, styluses, or SIM/MicroSD cards) left on the device. Customers must strip all aftermarket accessories before courier collection.
Warehouse Abandonment and Disposal: If a customer refuses to accept delivery of the item after the warranty claim has been processed, the product will be stored in our warehousing facility for a maximum of 30 calendar days. Upon the expiration of this 30-day window, Protech reserves the right to dispose of the item. Once disposed of, all customer claims to the physical asset or its monetary equivalent are legally void, and no compensation will be provided.

Manufacturer-Specific Direct Warranties (A.2)

Device warranties are provided directly by the original product manufacturers or their licensed regional distribution agents, and are governed entirely by the brand’s institutional policies. To review specific rules or to initiate a direct claim with your manufacturer’s network, please locate your brand’s authorized repair coordinates via our digital portal: [www.protechksa.com.co].