Short Version (Quick Guide)

How long is my warranty?

At Umart, we follow the requirements of the Australian Consumer Law (ACL) in providing warranty remedies. All new products we sell include a return-to-base warranty of 1 year as a minimum, with many products also covered for longer through manufacturer warranties that may apply.

Will I get a replacement straight away?

Sometimes yes, but not always.

• Simple products (like accessories or cables) are often replaced or refunded quickly.

• Very complex products (like CPUs, RAM, and SSDs) are generally replaced, but sometimes the manufacturer requires additional testing first. In some cases, issues such as firmware errors may be resolved without replacement.

• Moderately complex products (like motherboards, graphics cards, and laptops) usually go through the authorised repair process.

Instant refunds or replacements are our preferred outcome where possible, but they cannot be guaranteed. Some products must be assessed by authorised repairers first to confirm whether the fault is covered and repairable.

Who’s responsible for compatibility?

You are. If you are not sure about compatibility, please check with our staff before making your purchase. If you clearly explain your requirements and we recommend a product, we will stand by that recommendation.

What if the fault is intermittent?

Intermittent or hard-to-reproduce issues may need extended testing, and sometimes must go to an authorised repairer. If an authorised repairer reports no fault found, they may charge assessment fees. We’ll always let you know first and give you the choice to proceed.

What about physical damage?

Damage such as burn marks, bent pins, liquid spills, or cracked screens is not covered by warranty. These items usually need to be sent for external assessment and may be rejected.

How long will it take?

It varies. Simple outcomes can be quick, but where external testing or repair is required, resolution may take 2–3 weeks or longer depending on supplier processes. We’ll always keep you informed along the way.

Full Version (Detailed Policy)

Introduction

At Umart, we follow the requirements of the Australian Consumer Law (ACL) in providing warranty remedies. All new products we sell include a return-to-base warranty of at least 1 year, with many brands also offering additional manufacturer warranties that may extend coverage.

This warranty applies to faults caused by defects in materials or workmanship.

Warranty Coverage

This warranty covers:

Faults or failures arising from defects in materials or workmanship.

This warranty does not cover:

• Issues caused by misuse, neglect, or accidental damage.

• Problems resulting from software, drivers, or configuration settings.

• General wear and tear, or consumables (such as batteries, fans, or cables) where failure occurs from normal use.

• Compatibility issues where the product is not suitable for the customer’s system or intended use, unless the customer clearly explained their requirements before purchase and a Umart staff member recommended the product. Customers are responsible for confirming compatibility where advice was not sought or requirements were not disclosed.
  
  

Warranty Process

1. Initial Troubleshooting
   - Contact Umart or the product manufacturer if you believe your item is faulty.
   - Our team will attempt troubleshooting first and may consult the warranty team before arranging a return. Many issues can be resolved without sending the product back.

2. Return & Assessment
   - If the product requires inspection, please return it to any Umart store with proof of purchase.
   - For delivered orders, we can provide a free return label. For large items, partial returns or special arrangements may be discussed.
   - Once received, the product will be assessed by Umart and/or the manufacturer.
   - Umart is not a repair centre and does not employ technicians qualified for component-level repair of integrated circuits. Where further investigation or repair is required, products must be sent to authorised repairers or through our distribution channel partners.

3. Resolution
   - Depending on the product, the type of fault, and manufacturer processes, the remedy may be:
   

             • Repair of the product.
             • Replacement with the same or an equivalent product.
             • Refund, where repair or replacement is not practical. For major faults, customers may choose between refund or replacement                     unless replacement is not feasible.

In many cases Umart can provide an instant resolution such as an immediate refund or replacement. This is our preferred outcome whenever possible. However, for some products we must first wait for authorised repairers to provide the necessary technical findings. These findings determine whether the fault is covered under warranty and, if so, whether the item can be repaired.

• If repair is possible, the item will be repaired and returned.

• If the claim is rejected (for example, due to physical damage, misuse, or tampering), no replacement or refund will be provided.

• If the product is covered but not repairable, Umart will proceed with a replacement or refund.

Where supplier processes are involved, they may affect the time required for assessment or repair. These processes are outside Umart’s control, and in some cases limited updates are available while we wait on technical responses. Umart remains responsible for ensuring that warranty outcomes are finalised once the required information is received.

Intermittent or No Fault Found Issues

Some faults may be intermittent or difficult to reproduce. If the issue does not appear during standard testing, suppliers may not accept the product as faulty.

In these cases:

• Our customer service team will always attempt troubleshooting first and may seek input from our warranty team before arranging a return.

• Stores can perform limited checks such as powering on a product or carrying out a basic visual inspection. More detailed testing requires specialised equipment or qualified staff and will be performed at our distribution centre.

• Many issues that appear in basic checks (for example, burn marks, bent pins, or other physical damage) must also be sent on for further assessment and are likely to be excluded from warranty coverage.

• If no fault is found during Umart’s assessment, you will be asked whether you would like us to send the product to the authorised repairer for further and more specific testing.

• If the authorised repairer also reports no fault found, they may apply assessment charges. We will advise you of any potential costs in advance and seek your approval before proceeding.

• If a prepaid return label is issued without troubleshooting, and the stated reason for return is clearly outside of warranty, we may recover the cost of shipping.

• We apply this fairly and in good faith, recognising the difference between genuine misunderstandings and deliberate misuse.

Manufacturer Direct Services

Many manufacturers provide direct warranty and support services, which can sometimes result in faster turnaround times. Customers are welcome to use these services directly, or Umart can continue to manage the process on your behalf.

Refurbished Goods

Products returned for repair may be replaced with refurbished goods of equivalent type, or repaired using refurbished components, where permitted under law.

Physical Damage

Products returned with signs of physical damage or tampering may not be covered by warranty. In these cases, an external evaluation may be required before an outcome can be confirmed.

Further Information

For in-depth details on your warranty status or our warranty procedures, click here.

To explore the terms and conditions of your Umart Online warranty, please refer here.

For more information on what qualifies as a major fault, click here.