Warranty Policy

1. ★ Three different protections — do not confuse them#

1.1 This document concerns the third, and points to the first and second where relevant.

2. ★ Who provides the warranty#

2.1 Fawran does not issue a manufacturer's warranty, and does not operate its own warranty programme for products sold through the Platform. FAWRAN LLC — the company that operates the FAWRAN marketplace under the trade name FAWRAN — is neither the manufacturer nor the seller of any Item, so it is not the warrantor. It runs the platform, coordinates fulfilment, facilitates payment and handles your claim; it does not stand behind a product as its maker or its seller.

2.2 A warranty comes from:

• the manufacturer — most commonly for electronics and appliances;
• or the Seller who sold you the Item through the Platform.

2.3 Whether a warranty exists, and for how long, is shown on the Item page or in the documents supplied with the Item.

2.4 If no warranty is stated on the Item page, do not assume one exists. Ask us before buying if it matters to you.

3. What a warranty usually covers#

3.1 Defects in manufacture, materials and workmanship that appear in normal use.

3.2 The precise coverage is set by the warranty document itself, not by this policy.

4. What a warranty usually does not cover#

• physical damage: breakage, dents, cracked screens;
• liquid damage;
• wear from normal use;
• consumable parts (batteries, bulbs, filters, ink);
• misuse, or not following the manufacturer's instructions;
• installation or repair by an unauthorised party;
• modification of the device's original software;
• a removed or damaged serial number;
• routine maintenance and periodic checks.

4.1 This list is indicative; the reference is the warranty document for the Item.

5. What you need to claim#

6. How to claim#

Step 1 — check the Item page and the warranty document#

To find the warrantor, the period, and whether repair goes through an authorised service centre.

Step 2 — contact Fawran#

Open a request through the official support channels.

We start with you here; we do not send you to the Seller to begin again. Under Article 20 of the Consumer Protection Law No. (7) of 2017, liability is joint and several among suppliers who caused, or knew of, a defect in a good sold to a consumer. The detail is in the Marketplace and Third-Party Seller Terms.

Step 3 — we route you correctly#

Depending on the Item and the warrantor, the route may be:

Step 4 — we follow it up with you#

We track the claim, keep you updated, and step in if it stalls.

7. Timeframes#

7.1 The repair time itself is set by the service centre or the manufacturer, and we cannot commit on their behalf to a period we do not control. What we do commit to is telling you what we know and chasing it.

8. After-sales services and spare parts#

8.1 Article 5(A) of the Consumer Protection Law No. (7) of 2017 provides that the supplier shall secure after-sales services, in particular maintenance services and the spare parts necessary for goods or services whose nature requires them, or verify that they have been secured, whether against a charge paid by the consumer or free of charge.

8.2 Article 5(B) provides that the duration of that obligation for each good or service is determined by instructions issued by the Minister for that purpose, unless otherwise agreed, and that the obligation shall be for a period appropriate to the nature of the good or service.

8.3 Article 6(B)(4) provides that the unavailability of after-sales services or the necessary spare parts in the local market is a breach of contractual obligations, unless otherwise agreed.

8.4 Article 22(B)(8) treats as an unfair term any term exempting the supplier from its obligation to provide after-sales services or secure spare parts, unless that term is added to the contract in the consumer's own handwriting in a way that expressly demonstrates their knowledge of its content and their agreement to it.

9. Relationship to the return window#

10. If a warranty claim is refused#

10.1 Ask the warrantor for the reason for refusal in writing — and we will ask for it on your behalf.

10.2 If you consider the refusal wrong, the escalation path is in the Customer Complaints and Escalation Policy.

10.3 Refusal of a commercial warranty claim does not extinguish your statutory right where the Item is defective.

10.4 You may go to the Consumer Protection Directorate at the Ministry of Industry, Trade and Supply, under Article 11(B) of the Law.

11. Version history#