Guarantees and Warranties

Got You Covered

When something stops working, so does your peace of mind. And that’s not fair.

A product should do what it claims, last as long as it should, and arrive ready to serve — not surprise. When that doesn’t happen, you deserve more than just an apology. You deserve a clear course of action.

That’s where guarantees, warranties and your consumer rights all matter.

Our store guarantee gives you early reassurance from the start. The manufacturer’s warranty may help with faults or failures later. And your legal rights stay with you throughout.

You chose it with care. Paid for it with trust. And now, that peace of mind should follow too.

1. What a Guarantee Means

A guarantee is a promise — plain and simple.

But for us, it’s more than that. It’s reassurance we owe you — that what you see on our site is what you receive. No surprises, no compromises.

When you shop at HumaneX.store, you choose better. And you deserve something that lives up to that choice.

That’s why our store guarantee exists — as an added layer of confidence that tells you:

The product will arrive as described, not just in name but in spirit
It will arrive undamaged, complete, ready to use, and fit for its intended purpose
It will be genuine, new, and supplied through a responsible sourcing route
If something is clearly wrong from the start, we will help put it right

This guarantee is an early ownership promise. It helps you confirm that the right product arrived, in the right condition, with the right essentials included.

And just so we’re clear — our store guarantee runs alongside your consumer rights. It doesn’t override them. It doesn’t replace them. It doesn’t reduce them. And it’s not something you pay extra for.

Your statutory rights continue even after this store guarantee period ends.

2. What Our Guarantee Covers

Our guarantee covers the basics — but not in a basic way.

It’s how we stand behind what we offer — not just because the law expects it, but because you do.

If something falls short at our end, we’ll own it and help make it right.

Here’s what our guarantee protects you against:

If You Ever Have Concerns About the Authenticity of Any Product We Offer

Every product you buy from us should be genuine, brand new, and intended for the UK market.

We aim to source products through reputable UK suppliers, authorised distribution routes or direct brand channels wherever applicable, so customers receive authentic products with a clear support route.

We do not knowingly deal in counterfeit goods, unauthorised stock, or anything intended to put your trust at risk.

If there’s ever a genuine concern about what you’ve received, we’ll investigate quickly and, where needed, provide suitable proof, arrange a replacement, or offer the appropriate refund.

Your confidence should never be compromised.

If the Product Isn’t What You Ordered

We double-check every order before it leaves us. Still, mix-ups can happen.

If the product in your box isn’t what you ordered — in model, colour, quantity or variation — let us know as soon as possible.

We’ll review it and help put it right with the appropriate next step, which may include sending the correct item, arranging a return, offering a replacement, or refunding you where applicable.

If the Product Doesn’t Match Its Description

We go to great lengths to describe our products clearly and accurately.

But if what you received doesn’t match what was shown or stated — whether it’s missing features, incorrect specifications, or a material difference — we’ll treat that seriously.

Let us know, and we’ll take care of it with the right fix: a return, repair, replacement, refund, or another lawful and fair remedy depending on the situation.

If Anything’s Missing from the Box

Everything you order should arrive complete — including all essential accessories, parts, manuals, cables and documents.

If something’s missing, it may be a packing issue or a manufacturer’s oversight. Either way, we’ll help sort it out.

That might mean sending the missing item, arranging an exchange, contacting the manufacturer, or offering another appropriate solution.

If the Product Arrives Damaged or Defective

We pack with care and work with trusted delivery partners. Your order should arrive in one piece, fully working and ready to use.

If it arrives physically damaged or fails to function as it should from the start, we’ll act promptly to review the issue and resolve it.

That might mean a return, repair, replacement or refund, depending on the circumstances and your legal rights.

Think of our guarantee as your early ownership checkpoint — your chance to confirm everything is right before you settle in.

It applies to products bought directly through HumaneX.store and covers issues that are present on delivery or become clear during the early inspection period.

3. Where Our Guarantee Ends

Our guarantee is here to protect you from what shouldn’t happen — not to cover everything that could.

Here’s where our store guarantee may not apply:

If the Issue Was Caused After Delivery

We take responsibility for how the product is supplied and how it reaches you.

But damage caused after delivery by accidents, mishandling, drops, water exposure, improper use, unsuitable accessories, neglect or avoidable damage will not usually be covered by our store guarantee.

That said, if you believe the issue was not caused by you, contact us. We’ll review the facts fairly.

If the Product Has Been Modified or Tampered With

Our guarantee assumes the product remains in its original, unmodified state.

If it has been disassembled, repaired, rooted, jailbroken, altered, modified, or used outside the manufacturer’s instructions, this may affect your ability to claim under our guarantee or the manufacturer’s warranty.

We may decline a guarantee claim where the modification, repair, alteration or misuse caused the issue, contributed to it, or makes the product impossible to assess properly.

If Unauthorised Repairs Have Been Attempted

Trying to fix the product yourself — or through an unauthorised technician — can unintentionally make things harder to resolve.

If the item has been opened, repaired or serviced outside authorised channels, our ability to help under the store guarantee may be limited.

We’ll still review the situation fairly, but unauthorised repairs may affect the outcome.

If the Product Was Purchased Elsewhere

This store guarantee only applies to purchases made directly through HumaneX.store.

If the product came from another retailer, marketplace or seller — even if it’s the same brand or product — it won’t be covered by our store guarantee.

In that case, the original seller or manufacturer may be the right place to start.

If the Reported Issue Doesn’t Match the Actual Condition

We always begin with trust.

But if the returned item shows no fault, does not match the issue reported, or turns out to be fully functional after inspection, we may not be able to uphold the guarantee claim.

We’ll still handle it respectfully and transparently. If we cannot approve the guarantee claim, we’ll explain why and help you understand any other available options.

This does not affect any separate statutory cancellation rights, return rights, or consumer rights that may apply.

Our goal isn’t just to set limits — it’s to set clear expectations.

This is where our store guarantee may end, but your statutory rights or manufacturer warranty may still be relevant.

We’re here to guide you from one to the other — so there’s never a dead end, only the next step forward.

4. How to Claim a Guarantee

If something’s not right when your order arrives, and you believe it falls under our store guarantee, don’t second guess. Just get in touch.

Step 1: Tell us what went wrong

Email us at [email protected] within 14 days of receiving the product, ideally including:

Your order number
A brief description of the issue
A few clear photos or a short video, where helpful
Photos of the packaging, labels or box contents, if the issue relates to damage, missing parts, wrong item or authenticity

Step 2: We’ll take a look

Once we receive your request, we’ll review the product details, your order history and the issue you’ve reported.

If the issue clearly falls under our store guarantee, we’ll confirm it and move to the next step.

If we need more details to make a fair decision, we’ll let you know.

Step 3: We’ll make it right

Depending on the nature of the issue, here’s how we may put things right:

If you received the wrong or incomplete item, we’ll help arrange the correct next step
If it’s damaged, defective or not as described, we’ll review whether repair, replacement or refund is appropriate
If authenticity is in question, we’ll investigate urgently and provide proof, replacement or refund where appropriate

Whatever the case, we’ll guide you towards the next step.

A few things to keep in mind:

Don’t discard the packaging or labels until we’ve resolved the issue
Don’t send anything back until we’ve given clear return instructions
Keep your proof of purchase safe
Contact us as early as possible so we can review the matter properly

Our store guarantee applies to issues reported within 14 days of delivery.

If the issue is reported after that period, don’t assume you’re on your own. The manufacturer’s warranty may apply, your statutory rights may apply, or both. We’ll help you understand the right route.

Holding up our end of the deal isn’t just a policy. It’s part of how we show up for you.

5. What a Warranty Means

A warranty is not just paperwork — it’s a product’s promise to keep doing what it was built to do.

While our store guarantee looks after early delivery and inspection issues, the manufacturer’s warranty may help with faults or failures that appear later — usually over the course of 12 months or more, depending on the brand and product.

It is designed to cover unexpected issues that are not your fault — things like internal malfunctions, sudden breakdowns, or manufacturing defects that affect how the product works.

But it’s not a service contract. It doesn’t usually cover accidents, wear and tear, misuse, unauthorised repairs, or damage caused by how the product was used.

It also doesn’t mean the product will last forever. It means that if something goes wrong within the warranty window and falls within the manufacturer’s terms, the brand may step in to put it right.

That is usually through repair or replacement. A refund under a manufacturer warranty is less common and depends on the brand’s own warranty terms.

Your statutory rights against us as the seller are separate from any manufacturer warranty.

6. Who Offers the Warranty

The manufacturer’s warranty usually comes from the manufacturer or brand that built the product.

That means the brand may have its own warranty terms, repair process, authorised service centres and inspection requirements.

For many products, the manufacturer or its authorised service provider may be the most practical route for warranty support.

But this does not remove your rights against Humane Mind Limited as the seller where UK consumer law applies.

Every product we sell should be genuine, new and supplied through a responsible route.

That means we aim to make sure:

You receive authentic goods
You receive a proper proof of purchase
You have a clear route for product support
You are not left without guidance when something goes wrong

We do not knowingly sell counterfeit goods, unauthorised goods or products that are not intended to be supported in the UK.

If a manufacturer or service centre raises an issue with warranty validation, contact us. We’ll review the matter and help you take the right next step.

No confusion. No silence. No being passed around without support.

7. What Warranty Typically Covers

A manufacturer’s warranty is there for one reason — to protect you from things that weren’t your fault.

That means problems in how the product was made, assembled or tested — not damage caused by misuse later on.

Here’s what is usually covered under a standard manufacturer warranty:

If There Are Mechanical or Electrical Defects

If something inside the product stops working the way it should — like the display failing, battery not holding charge properly, speaker distortion, charging port issues, overheating, power button failure, motherboard problems or internal circuit faults — it could point to a mechanical or electrical defect.

As long as the fault appears during normal use and there is no sign of physical damage, liquid damage, misuse or unauthorised repair, it may be covered under warranty for repair or replacement.

If There Are Manufacturing Flaws

Sometimes a product might look fine at first, but hidden issues can surface with use.

Loose components, unstable buttons, cracks in casing, poor finishing, faulty hinges or misaligned ports may be signs that something wasn’t right from the start.

If the issue stems from how the product was originally made, it may be covered under the manufacturer’s warranty or your statutory rights, depending on the circumstances.

If There Are Sudden Drops in Performance

Even with careful use, a product might stop working sooner than expected.

Maybe the display flickers, the touchscreen becomes unresponsive, ports stop working, or connectivity drops without reason.

These may not always be wear-and-tear issues. Sometimes they are signs that something did not hold up as it should.

If the fault appears suddenly and there is no sign of misuse, accidental damage or external cause, warranty support may be available.

If There Are Software Malfunctions (On Eligible Devices)

In some cases, especially for smart technology devices, the warranty may cover serious system-level faults — such as boot loops, firmware failures or critical software errors.

This usually depends on whether the fault was caused by the product itself and not by third-party apps, malware, unofficial software, unsupported updates, rooting, jailbreaking or user tampering.

Each brand handles warranties in its own way.

Some offer basic cover for one year. Others offer extended support on certain components. Some will repair. Others may replace. Some need the item inspected first. Most ask for proof of purchase.

If you’re unsure what your product’s warranty actually includes, just ask. We’re here to help make sense of it.

8. What Warranty Typically Covers

A warranty isn’t a safety net for everything — and it’s important to know where it ends.

While it is there to cover faults that shouldn’t have happened in the first place, it does not usually extend to issues caused by accidents, misuse, neglect, unauthorised changes, or wear that comes naturally with time.

We keep things clear and avoid confusion — not to shift blame. We simply want you to know what’s included, and what’s not.

Here’s what manufacturer warranties typically don’t cover:

If There’s Accidental Damage

Drops, spills, cracks, scratches, dents, broken screens, liquid damage or other physical damage after delivery are not usually covered.

If the product broke because it fell, got wet, was mishandled or was exposed to unsuitable conditions, warranty support may be declined.

If There’s Wear and Tear from Regular Use

All products age, and some parts naturally wear out over time.

Batteries may hold less charge. Buttons may soften. External finishes may fade. Minor marks may appear through ordinary handling.

Normal wear and tear from everyday use is not usually treated as a fault under a manufacturer warranty.

If There’s Damage from Misuse, Neglect, or Unauthorised Modification

Using the product outside its intended purpose, ignoring care instructions, using incompatible accessories, installing unofficial firmware, rooting or jailbreaking smart devices, physically tampering with internal components, or arranging unauthorised repairs may affect warranty cover.

If the damage results from any of these actions, the claim may be declined.

If There Are Cosmetic Marks That Don’t Affect Performance

Surface-level marks, minor scuffs or appearance changes that arise through normal handling are not usually covered by warranty.

However, if a cosmetic issue was present at delivery, materially affects the product’s appearance, finish, quality or description, or suggests the item was damaged before you received it, contact us so we can review it properly.

If The Product Is Lost or Stolen After Delivery

A warranty is not the same as insurance.

It is meant to cover faults in how a product functions — not cases where the item is lost, stolen or goes missing after successful delivery.

If your product is lost or stolen after delivery, we understand how upsetting that can be, but these situations are usually outside warranty cover.

If There’s Damage Caused by a Third Party

Getting the product serviced or repaired outside authorised channels might seem quicker or cheaper, but it can cause more harm than good.

If damage was caused by a third-party technician or unauthorised service centre, or if their repair led to new issues, the manufacturer’s warranty may no longer apply.

If the Product Isn’t Recognised for UK Warranty Support

Products bought from non-UK sellers, unauthorised retailers or unofficial import routes may fall outside official UK warranty support.

If the item was not purchased through HumaneX.store or another recognised support route, the manufacturer may not validate the warranty, and support may be limited or declined.

If the issue falls outside warranty terms, repairs or replacements may still be possible — but there could be a cost involved.

That’s why we always advise:

Read the care instructions
Use the product as intended
Keep the purchase receipt safe
Avoid unauthorised repairs or modifications
Reach out to us first if anything feels off

Because even if it’s not a warranty case, we may still be able to help in other ways.

9. How to Claim a Warranty

Warranties are here to support you — but to access that support, a claim usually needs to follow a certain path.

That path can vary depending on the product, the brand and how the manufacturer handles after-sales service.

But we’ll walk it with you, step by step.

Whether you’re unsure how to start or just want someone to make sense of the process, we’re here to help guide you through it.

Here’s how it typically works:

Step 1: Check your documents

Start with your proof of purchase.

Most manufacturers require a dated sales receipt, VAT invoice or order confirmation to validate the warranty period.

If the item came with a warranty card, product registration link or service manual, keep that handy too. It may speed things up.

Step 2: Contact us if you’re unsure

For many products, the manufacturer or authorised service provider may handle the warranty process directly.

But if you are unsure who to contact, start with us.

Email [email protected] with your order number, product details and a short explanation of the issue.

We’ll help you understand whether the next step is through us, the manufacturer, an authorised service centre, or another suitable route.

Step 3: Explain the issue clearly

To assess the issue properly, we or the manufacturer may need:

A short summary of the fault or issue
When the problem started
Whether the issue is constant or occasional
Any steps you’ve already tried
A few photos or short videos, where useful
Confirmation that the product has not been damaged, misused or repaired by an unauthorised party

Being clear helps speed up the process.

Step 4: Follow the correct inspection route

Once the issue is reviewed, the next step may involve:

Troubleshooting steps
Visiting a local authorised service centre
Sending the item for inspection or repair
Providing more evidence of the fault
Returning the item to us where that is the right route

Every brand has its own process — some faster than others — but most aim to resolve genuine claims promptly.

We’ll help you understand what is being asked and why.

Step 5: Repair, Replace, Refund or Other Remedy

If a manufacturer warranty claim is accepted, the manufacturer may offer one of the following:

A repair if the fault is fixable
A replacement if the fault is severe or not repairable
A refund or alternative remedy where repair or replacement is not possible, depending on the brand’s warranty terms

What’s offered under a manufacturer warranty depends on the product, the fault and the warranty terms.

Separately, if your issue falls under your statutory rights against us as the seller, the remedy may be different. Depending on the circumstances, this may include repair, replacement, price reduction or refund.

We’ll help you understand what applies.

What if the brand doesn’t respond or rejects the claim unfairly?

We take product authenticity, warranty support and consumer protection seriously.

If you feel you’ve been treated unfairly, left in the dark, or refused support without a clear reason, let us know.

We’ll step in where we reasonably can, especially if the item was bought from HumaneX.store.

Still unsure where to start?

You don’t need to know all the legal terms. You just need to know that we’re here to guide you — and that your product came with the support it deserves.

10. Where It All Stands Legally

This page is designed to help you better understand how guarantees and warranties work when shopping at HumaneX.store — without the legal fog.

Our store guarantee is a free, additional promise. It applies to eligible products bought directly through HumaneX.store and is intended to help with early delivery, description, completeness, authenticity and condition issues reported within 14 days of delivery.

Manufacturer warranties are separate and are provided by the relevant manufacturer or brand according to their own terms.

Everything here sits alongside your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Nothing in this policy limits, removes or replaces your statutory rights.

For guarantee claims, warranty guidance, product support or complaints, contact us at [email protected]

Customer support is available Monday to Friday, 09:00 AM to 5:00 PM. We are closed on weekends.

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