Warranty Policy
Last updated: 23 Aug 2025
Product Warranty Policy Overview
Comprehensive Coverage:
Tobysouq warranty policy ensures protection against manufacturing defects in materials, design, or workmanship that may arise after the purchase of a product.
Warranty Duration:
The warranty period for products is specified on each product page and determined by the respective manufacturer. This warranty only covers manufacturing defects in materials, design, or workmanship and subject to the manufacturer’s specific terms and conditions and can only be entertained once. It does not cover any damage resulting from:
- Misuse, abuse, or improper operation
- Improper storage or handling
- Seasonal inactivity or prolonged disuse
- Normal wear and tear
Special Conditions for Batteries and Seasonal Products:
- Batteries, Sanaras, and other seasonal items must be properly maintained and charged according to manufacturer instructions. Failure to maintain, store, or charge these products correctly will void the warranty.
Third-Party Warranty Services:
For warranties provided by brands other than Tobysouq, the responsibility for services such as spare parts availability, repair timelines, and repair quality lies solely with the. Customers must directly contact the brand’s warranty service provider for complaints or concerns. In cases where the brand’s service center is unavailable, Tobysouq will assist customers in facilitating their claims.
Proof of Purchase:
To validate the warranty period and verify the serial number, customers must present the original invoice. If the product was delivered with a warranty card, it must also be provided to the service center to process the claim. For seasonal products (Batteries, Sanaras, CPL), customers must provide proof of proper storage and charging. Claims without evidence of proper maintenance will be rejected.
Warranty Limitations:
- Repairs or replacements under warranty do not extend or renew the original warranty period. Warranty terms are governed by the device manufacturer. In the event of delays in resolving warranty claims, customers may seek compensation directly from the service provider as per applicable government regulations. Tobysouq is not liable for such compensation.
- Compressors & Jacks: Warranty does not cover oil leakage, normal wear, or damage due to overloading or improper maintenance.
- Batteries, Sanaras & Seasonal Items: Warranty is void if the battery is left discharged, not charged properly, or stored under improper conditions. Seasonal inactivity beyond three months is considered neglect.
- All products: Misuse, abuse, liquid damage, improper storage, unauthorized repairs or modifications void the warranty.
- Warranty repairs will be conducted exclusively by authorized service centers. For products purchased through third-party sellers, the third party will be solely responsible for processing the warranty claim.
Device Lifecycle:
The lifecycle of devices may vary. Customers are advised to consult the device manual or contact the manufacturer for detailed information.
Warranty Service Policy for Pickup and Delivery
If Tobysouq offers pickup and delivery services (within serviceable areas) as an additional benefit, the warranty repair process will adhere to the following timeline:
- Pickup to Delivery at Service Center: 6 working days
- Repair/Servicing Time: 14 working days
- Post-Repair Delivery to Customer: 5 working days
- Total Turnaround Time: 25 working days
Important Notes:
- Pickup and delivery services are provided at Tobysouq’s discretion and may incur additional charges. Tobysouq reserves the right to discontinue this service at any time.
Guidelines for Pickup and Delivery Services:
- Packaging Requirements: Customers must ensure the product is securely packed in its original box. Tobysouq is not liable for any damages incurred during transit due to inadequate packaging.
- Accessories: All product accessories must be provided to the courier during pickup.
- Address Consistency: The address provided during the warranty claim request will be used for both pickup and delivery. Any changes to the address must be communicated to Tobysouq customer care and are subject to courier partner availability.
- Irreparable Items: If a product cannot be repaired but remains under the manufacturer’s warranty, customers may be eligible for a replacement. Such decisions are made by the brand service provider and must be claimed directly from them.
- Inspection Fees: Service centers may charge an inspection fee if the warranty claim is rejected due to the product being out of warranty.
- Non-Covered Damages: The warranty does not cover damages resulting from accidents, misuse, abuse, liquid contact, or other external factors. Such cases are considered out of warranty.
- Post-Service Inspection: Customers must report any damage or missing accessories within 24 hours of receiving the serviced product. Claims submitted after this period will not be entertained.
- Turnaround Time Exclusions: The time taken to obtain customer approval or device information is not included in the repair turnaround time (TAT).
- Consent for Communication: By submitting a product for service, customers consent to the use of their contact details by Tobysouq and the service provider for service-related communication.
- Accuracy of Information: Customers confirm that all information provided during the warranty claim process is accurate and complete.
- Accessory Responsibility: Additional accessories (such as the customer’s own devices that do not come with the product) are the customer’s responsibility and should be removed before submitting the device. Tobysouq is not liable for any loss or damage to these items.
- Refusal of Delivery: If a customer refuses to accept the product after the warranty claim is processed, the product will be stored in Tobysouq warehouse for a maximum of 30 calendar days. After this period, the product will be disposed of, and no compensation or delivery requests will be honored.
- Contact Information: The contact details registered with the account cannot be altered during a warranty claim and will be used by Tobysouq and service centers for all communications.
Seasonal Products:
- Seasonal Products & Batteries: These products are sensitive to storage and charging cycles. Warranty is valid only if the product has been maintained according to manufacturer instructions. Products left unused for prolonged periods, improperly stored, or with dead batteries due to negligence are not eligible for warranty claims.
Brand Warranty
Manufacturer’s Warranty:
- The device warranty is provided by the manufacturer or their authorized service provider and is governed by the manufacturer’s warranty policies, as outlined in the user manual or on their official website. Customers must contact the manufacturer or authorized service centers directly for warranty services. A list of service providers can be accessed here.
Third-Party Responsibility:
- Warranty services provided by brand service centers are not the responsibility of Tobysouq. This includes aspects such as spare parts availability, repair timelines, and repair quality. Customers must address any complaints or concerns directly with the warranty service provider.
Tobysouq Warranty:
- Tobysouq offers its own warranty on select devices to ensure superior service quality. Customers may contact Tobysouq for further details.
Additional Notes:
- Replacements, repairs, or refunds will only be processed within the purchase territory. Refunds will be credited to accounts located within the same territory.
Contact Information
For further clarification or assistance, please contact Tobysouq customer service:
- Email: support@tobysouq.com