Supply Master - Repairs & After-Sales Support
Supply Master provides after-sales support for eligible products purchased through our platform. This includes helping customers report product issues, coordinate repair support, follow up with suppliers, and access available warranty or paid repair options where applicable. After-sales support depends on the product type, supplier terms, warranty status, product condition, and availability of repair support.
1. What After-Sales Support Covers
After-sales support may include:
- Product issue review
- Warranty claim coordination
- Supplier follow-up
- Repair guidance
- Replacement coordination where approved
- Missing part or accessory support
- Technical issue escalation
- Paid repair coordination where available
- Updates on ongoing product issue cases
Supply Master helps coordinate the process, but the final repair, replacement, or warranty decision may depend on the supplier, manufacturer, or authorized service provider.
2. Repairs Under Warranty
If the product is still under a valid warranty, Supply Master may help coordinate the repair process with the supplier, brand, manufacturer, or service provider.
Warranty repair support may require:
- Proof of purchase
- Product serial number where applicable
- Warranty card or documents where provided
- Photos or videos showing the issue
- Clear explanation of the fault
- Product inspection before approval
Warranty repairs usually apply only to confirmed product faults under normal use.
3. Paid Repairs
Where a product is outside warranty or the issue is not covered by warranty, paid repair support may be available.
Paid repair may apply where:
- Warranty has expired
- Product was damaged through use
- Issue was caused by power surge
- Issue was caused by improper installation
- Product was physically damaged after delivery
- Customer needs servicing, maintenance, or part replacement
- Supplier or service partner offers repair at customer cost
Supply Master may help connect the customer to available repair support where possible, but repair availability is not guaranteed for every product.
4. Products That May Require After-Sales Support
After-sales and repair support may apply to selected product categories such as:
- Power tools
- Generators
- Water pumps
- Solar equipment
- Appliances
- Water heaters
- Electronics
- Machinery
- Pressure washers
- Selected branded products
- Other technical or warranty-backed items
Some products may not have repair support if the supplier, brand, or manufacturer does not provide it.
5. What May Not Be Covered
Repairs or after-sales support may not cover issues caused by:
- Misuse or negligence
- Accidental damage
- Water damage
- Power surge or unstable voltage
- Improper installation
- Unauthorized repair attempts
- Physical damage after delivery
- Normal wear and tear
- Missing accessories after receipt
- Use outside the product's intended purpose
If a product has been opened, repaired, modified, or tampered with by an unauthorized party, warranty or repair support may be declined.
6. Customer Responsibility
Customers are expected to:
- Keep proof of purchase
- Keep warranty documents where provided
- Use products according to instructions
- Report issues early
- Provide photos, videos, or fault details when requested
- Avoid unauthorized repairs before the issue is reviewed
- Make the product available for inspection where required
- Cover transport or repair costs where the issue is not warranty-covered
Delays in reporting, missing documentation, misuse, or unauthorized repairs may affect eligibility for support.
7. Supplier Responsibility
Suppliers are expected to support after-sales resolution where their products are sold through Supply Master. Suppliers may be required to:
- Confirm warranty terms
- Review reported product issues
- Support repair or replacement where approved
- Provide parts where available
- Confirm repair timelines
- Assist with technical feedback
- Honour valid warranty obligations
- Support resolution for confirmed supplier-related faults
Where a supplier fails to support reasonable after-sales obligations, Supply Master may review the supplier's future listing eligibility.
8. Inspection and Repair Process
Some repairs require inspection before a decision can be made. The process may include:
- Customer reports the issue to Supply Master.
- Supply Master reviews the order and product details.
- Customer provides photos, videos, or supporting information.
- Product may be sent for inspection where required.
- Supplier, manufacturer, or repair partner reviews the fault.
- Customer is informed whether the issue qualifies for warranty repair, replacement, paid repair, or rejection.
- Approved repair or resolution is coordinated.
Timelines may vary based on product type, supplier response, parts availability, service partner availability, and inspection requirements.
9. Transport, Inspection, and Handling Costs
Transport, inspection, or handling costs may depend on the cause of the issue.
| Situation | Cost Treatment |
|---|---|
| Valid warranty fault confirmed | Repair or resolution may be covered under warranty terms |
| Issue caused by customer misuse or damage | Customer may cover repair, transport, or inspection costs |
| Warranty expired | Customer may cover paid repair and related costs |
| Supplier-caused product fault confirmed | Supplier may be required to support repair, replacement, or correction |
| No fault found after inspection | Customer may cover inspection or return transport costs |
Supply Master will communicate any expected costs before proceeding where possible.
10. Repair Timelines
Repair timelines are not fixed and may depend on:
- Product type
- Fault type
- Supplier response time
- Manufacturer process
- Parts availability
- Inspection requirements
- Transport arrangements
- Service partner availability
Supply Master will provide updates where available, but some repairs may take longer where parts or supplier approval are required.
11. Replacement Instead of Repair
Where repair is not practical or not available, a replacement may be considered if approved by the supplier or manufacturer. Replacement may depend on:
- Warranty status
- Product condition
- Stock availability
- Supplier approval
- Nature of the fault
- Product category
- Manufacturer terms
If replacement is unavailable, another suitable resolution may be reviewed.
12. Summary
- Supply Master helps coordinate repairs and after-sales support for eligible products
- Repair support depends on warranty status, supplier terms, product condition, and repair availability
- Warranty repairs usually apply to confirmed faults under normal use
- Paid repairs may be available for expired warranty or non-warranty issues
- Customers should keep proof of purchase and avoid unauthorized repairs
- Suppliers are expected to support valid after-sales obligations
- Repair timelines may vary by product type, parts availability, and supplier or manufacturer process
