Warranty & Support Policy

Effective: 01/01/2020 • Seller: Almiria Limited (“Almiria Techstore Kenya”)

Scope: This policy summarises how warranty, DOA exchange, and support work for products purchased from Almiria.

  1. 1) Standard Warranty Term

    Most items sold by Almiria include a 12-month warranty from the invoice date, unless the manufacturer specifies a different term.

    If a covered fault is verified, we will repair, replace with the same or equivalent model, or refund the purchase price at our discretion.

    1.1 Brand/Category Exceptions (examples)

    • APC Smart-UPS electronics: up to 1–3 years (battery packs often shorter).
    • Monitors (selected brands): often 1 year.
    • Batteries/consumables (RBCs, printer ink/toner, print heads, fans, cables): typically DOA only or a shorter term than devices.

  2. 2) What’s Covered (examples)

    • Defective materials or workmanship (e.g., failed PCBs, solder joints).
    • Hardware malfunction (e.g., dead ports, PSU failure, screen won’t power).
    • Manufacturer-confirmed defects (e.g., firmware defects, recalls).

  3. 3) What’s Not Covered

    • Damage from power surges, lightning, water, fire, or other external events.
    • Accidental/cosmetic damage: drops, cracks, dents, scratches, spills.
    • Use outside spec: wrong voltage, extreme temperatures, over-loading PoE, etc.
    • Consumables: batteries, fuses, ink/toner, print heads, cables, fans (unless DOA).
    • Software issues: malware, OS corruption, driver conflicts, tampering.
    • Unauthorised repairs/mods by non-authorised parties.
    • Normal wear & tear (e.g., expected battery-capacity decline).
    • Missing/removed serial labels or no proof of purchase.

  4. 4) How to Obtain Warranty Service (RMA)

    1. Contact Support with: invoice number, serial number, fault description, and steps already tried.
    2. Receive an RMA number and packing instructions.
    3. Deliver the product to our service desk or courier it to us:
      Almiria Limited – Warranty Desk
      Old Mutual Building, 2nd Floor, Room 221, Kimathi Street, Nairobi CBD
    4. Diagnostics: We aim to advise within 3–7 business days of receipt.
      • Covered fault: repair/replace/return at no charge.
      • Not covered / no fault found: we’ll issue a paid-repair quote (a reasonable diagnostic fee may apply). No work proceeds without your approval.

    Shipping costs

    • In-warranty fault confirmed: Almiria pays return shipping within Kenya mainland.
    • Exclusion or no fault found: customer pays both directions.

    Items must be packaged safely (ideally original packaging). Risk of loss/damage remains with the sender until received and checked in.

  5. 5) Dead on Arrival (DOA) — Fast Exchange

    • Report within 48 hours of delivery (attach photos/video of the issue and packaging).
    • If verified and no physical damage, we will swap immediately for a new unit, or refund if stock is unavailable.
    • DOA claims require all original accessories and packaging.
    • If delivery occurred near a weekend/holiday or there’s courier delay, we accept evidence showing the product was DOA on first unboxing.

  6. 6) Out-of-Warranty or Excluded Repairs

    If the product is past the warranty term or excluded, we offer paid repairs subject to parts availability.

    You’ll receive a written quotation (parts & labour). Work starts only after approval.

  7. 7) Returns (Non-defect)

    • Unopened & unused items may be returned within 7 calendar days for store credit or refund less shipping (where applicable).
    • Opened/used products, software, consumables, and cut-to-length items are not returnable, except DOA.

  8. 8) Your Responsibilities

    • Keep your invoice/LPO—this is your warranty proof (we can accept order confirmation + M-Pesa message if the invoice is pending).
    • Do not remove serial labels.
    • Back up data before submitting a device; Almiria is not liable for data loss.
    • Provide safe packaging for transit; include the RMA number clearly on the box.

  9. 9) Liability Limitation

    Almiria’s total liability is capped at the product’s original purchase price. We are not liable for indirect or consequential losses, including data loss, business interruption, or revenue loss. This policy is subject to applicable Kenyan consumer law.

  10. 10) Governing Law & Dispute Resolution

    This policy is governed by the laws of the Republic of Kenya. Disputes will be resolved by Kenyan courts.

  11. 11) Need Help?

    Almiria Techstore Kenya – Warranty Desk
    Old Mutual Building, 2nd Floor, Room 221, Kimathi Street, Nairobi CBD
    Phone: +254 700 449 778 / +254 111 042 000
    Email: support@almiria.co.ke

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