Supply Master - Warranty Support
Supply Master helps coordinate warranty support for eligible products purchased through our platform. Warranty coverage depends on the product type, brand, supplier, manufacturer terms, and the condition of the item after purchase.
1. What Warranty Support Means
Warranty support means Supply Master may help customers report, verify, and coordinate eligible product issues with the supplier, brand, or manufacturer.
Supply Master does not manufacture the products listed on the platform. Warranty approval, repair, replacement, or rejection may depend on the supplier or manufacturer's warranty terms.
2. Products That May Have Warranty Support
Warranty support may apply to selected products such as:
- Appliances
- Power tools
- Hand tools & Hardware
- Generators
- Water heaters
- Solar equipment
- Machinery
- Electronics
- Selected branded products
- Other products with supplier or manufacturer-backed warranty terms
Not every product comes with warranty coverage. Where warranty applies, the warranty period and coverage terms may differ by product, brand, or supplier. Warranty periods may range from one month to several years depending on the product, brand, and supplier terms.
3. What Warranty May Cover
Warranty may cover manufacturer or supplier-confirmed faults that occur under normal use. This may include:
- Factory defects
- Electrical or mechanical faults
- Product failure under normal use
- Missing internal functionality
- Confirmed technical issues not caused by misuse
The final decision on coverage may be subject to inspection and supplier or manufacturer approval.
4. What Warranty Does Not Usually Cover
Warranty may not cover issues caused by:
- Misuse or negligence
- Accidental damage
- Water damage
- Power surge or unstable voltage
- Improper installation
- Unauthorized repairs
- Physical damage after delivery
- Missing accessories after receipt
- Normal wear and tear
- Use outside the product's intended purpose
- Failure to follow product instructions
For products that require installation, warranty may be affected if installation was not done properly or by a qualified technician where required.
5. Customer Responsibility
Customers are expected to:
- Inspect products after delivery
- Keep proof of purchase
- Keep warranty cards or product documents where provided
- Use the product according to instructions
- Avoid unauthorized repairs
- Report issues as early as possible
- Provide photos, videos, or details where requested
- Return the item for inspection where required
Warranty claims may be delayed or declined where the product has been tampered with, damaged, misused, or repaired without approval.
6. How to Request Warranty Support
To request warranty support, customers should contact Supply Master with:
- Order number
- Product name
- Date of purchase
- Clear description of the issue
- Photos or videos showing the fault
- Warranty card or documents, if available
Supply Master will review the request and advise on the next steps.
7. Inspection and Resolution
Some warranty claims may require product inspection before a decision is made. Possible outcomes include:
| Outcome | Meaning |
|---|---|
| Repair | Product is repaired where warranty terms allow |
| Replacement | Product is replaced where approved |
| Supplier review | Supplier or manufacturer must inspect or confirm the issue |
| Rejection | Claim is declined if issue is outside warranty terms |
| Paid repair | Repair may be available at customer cost if warranty does not apply |
Resolution timelines may vary depending on supplier response, product type, parts availability, inspection requirements, and manufacturer process.
8. Transport and Handling Costs
Transport or handling costs for warranty claims may depend on the cause of the issue and the product location.
Where the issue is confirmed as a valid warranty fault, Supply Master will help coordinate the appropriate resolution.
Where the issue is caused by misuse, damage, wrong installation, or customer-side handling, the customer may be responsible for transport, inspection, or repair costs.
9. Warranty for Large or Technical Products
Large, heavy, technical, or installed products may require additional review. This may apply to:
- Generators
- Solar equipment
- Water heaters
- Air conditioners
- Large appliances
- Pumps
- Machinery
- Specialist tools
For these products, warranty support may require technical inspection, supplier confirmation, installation review, or site-related information before resolution.
10. Summary
- Warranty support applies only to eligible products
- Warranty terms vary by product, brand, supplier, and manufacturer
- Warranty periods may range from one month to several years depending on the product and supplier
- Supply Master helps coordinate warranty claims but does not manufacture the products
- Warranty usually covers confirmed product faults under normal use
- Warranty does not usually cover misuse, accidental damage, power surges, or unauthorized repairs
- Customers should inspect products after delivery and report issues early
- Some claims may require inspection before a resolution is confirmed
- Resolution may include repair, replacement, supplier review, or paid repair where warranty does not apply
