Service & Warranty

1. Warranty Repairs

All warranty repairs must be performed exclusively by authorized personnel appointed by On Mart Hypermarket or the respective product manufacturer.

2. Service Calls

Calls registered via our centralized helpline or authorized service centers related to general cleaning of the product (such as dust removal), basic explanations, or software installation issues are not considered warranty defects. We do not take responsibility for the quality or compatibility of third-party software used by customers.

3. Warranty Void Conditions

If any damage or misuse is identified by authorized service personnel, warranty coverage will be void. Repairs in such cases will be chargeable and subject to part availability.

4. Service Process

Warranty repairs operate on a "Carry-In" basis, meaning customers must bring their product to the registered authorized service center. Transportation costs to and from the service center are not covered by the warranty.

Warranty Exclusions

This warranty does not apply under the following conditions:

  • The product was not purchased from https://onmart.ae/ or an authorized reseller.

  • The product has been used contrary to the instructions in the user manual, as determined by authorized service personnel.

  • Damage due to improper use or negligence.

  • Damage caused by water, liquid spills, or other environmental hazards.

  • Unauthorized modifications or alterations to the product circuitry.

  • Operating conditions at the product’s location do not meet the manufacturer’s specifications.

  • The original serial number or warranty label is removed or tampered with.

  • Damage caused by external factors such as lightning, power surges, natural disasters, or while in transit.

  • Damage due to pests, insects, or animals.

  • Loss of data, software, or content during repair (customers are advised to back up data before servicing; On Mart Hypermarket is not liable for data loss).

  • Third-party software, settings, or data are not covered by the warranty.

  • Normal wear and tear, including batteries, camera lenses, or displays.

  • Damage caused by the product being used with incompatible accessories or software.

  • Battery tampering, use outside specified devices, or broken seals.

Warranty for Products Sold by Third Parties/Resellers

Products purchased from third-party sellers or marketplaces on https://onmart.ae/ carry the warranty provided by the respective authorized agent, distributor, or seller, valid within the UAE unless otherwise stated.

  • Warranty support is provided by the brand owner or the marketplace seller; On Mart Hypermarket acts only as a facilitator.

  • For products sold directly by On Mart Hypermarket, a standard 12-month warranty applies unless specified otherwise.

  • Accessories (excluding Apple products) are covered by a 6-month warranty starting from delivery.

  • Warranty service is provided through authorized service centers. Verification of serial number and purchase date via invoice is required.

  • The repair turnaround time typically is 14 working days from pickup to return.

  • Warranty replacements or repairs do not extend or renew the warranty period.

  • If repair is not possible, a replacement or refund will be provided based on availability.

  • Customers must package items securely in the original box for warranty service; damage caused by improper packaging is not covered.

  • On Mart Hypermarket is not responsible for service quality or repair times of third-party sellers’ warranty providers.

Service Policy

  • Customers are responsible for backing up data, disabling security locks, and removing passwords before repair.

  • Repair turnaround time excludes the time needed for device information collection or customer approvals.

  • By submitting a product for repair, customers consent to use their contact details solely for repair service communications.

  • Warranty claims must be accurate and truthful.

  • Screen protectors or cases must be removed before servicing.

  • Warranty is voided by misuse, liquid damage, or unauthorized repairs.

Pickup and Delivery Policy

  • Customers must ensure products are properly packaged in the original box for pickup; On Mart Hypermarket is not liable for damage during transit.

  • All accessories must be included with the product during pickup.

Warranty Providers

  • Warranty services are provided by manufacturers or authorized service providers as per their terms, which are detailed in product manuals or official websites.

  • Customers should contact the manufacturer or authorized centers directly for warranty service.

  • On Mart Hypermarket is not liable for third-party warranty services, including repair duration or quality.

Contact

For warranty service or inquiries, customers may contact our support team via:

Geographic Coverage

Warranty services and refunds apply only to products purchased and serviced within the United Arab Emirates.

Warranty Claim Retention

After warranty processing, products will be held for up to 30 calendar days at On Mart Hypermarket or seller warehouse. Products unclaimed after this period will no longer be eligible for return.

Note: Always retain your original packaging and invoice to ensure eligibility for warranty claims as per service center regulations.