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 and warranties step in.

Our store guarantee covers the essentials from the start. The manufacturer’s warranty carries it forward. And your 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 a 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 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, ready to use, and fit for its intended purpose
It will perform safely and reliably for a reasonable period

This isn’t about repairs or long-term protection — that’s what a manufacturer’s warranty is for. This is about holding up our end of the sale — no more, no less.

And just so we’re clear — Our guarantee runs alongside your consumer rights. It doesn’t override them. It doesn’t replace them. And it’s not something you pay extra for. It’s our responsibility to get it right the first time — and to put it right if something falls short.

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 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 is 100% authentic, brand new, and sourced only through authorised UK channels or directly from the brands themselves.

We don’t deal in grey market imports, unofficial stock, or anything that that put your trust — or your warranty — at risk.

But if there’s ever any doubt about what you’ve received, we’ll investigate quickly and, if needed, replace it or refund you in full.

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, or variation — let us know straight away. We’ll arrange a swift replacement or a refund, depending on what works best for you.

If the Product Doesn’t Match Its Description

We go to great length 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 unexpected difference — we’ll treat that as our miss.

Let us know, and we’ll take care of it with the right fix – a return, a replacement, or a refund.

If Anything’s Missing from the Box

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

If something’s missing, it may be a packing slip or a manufacturer’s oversight. Either way, we’ll sort it out — whether that means sending the missing item or arranging a full exchange.

If the Product Arrives Damaged or Defective

We pack with care and partner only with trusted couriers. 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 fast to resolve it. That might mean a return and replacement or, if you prefer, a refund.

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

It only applies to products bought through HumaneX.store and only covers issues present at the time of delivery. Anything that goes wrong after that is likely covered under the manufacturer’s warranty, which is designed for long-term faults and failures.

3. Where Our Guarantee Ends

Our guarantee is here to protect you from what shouldn’t happen — not to cover everything that could. It’s a fair promise, not a catch-all.

Here’s where our guarantee ends:

If the Issue Arises After You Start Using the Product

Our guarantee only applies to problems that were present at the time you received the product.

Once you’ve started using it, ongoing faults, breakdowns, or gradual wear fall under the manufacturer’s warranty — not our initial promise. That’s where manufacturer’s warranty support steps in.

If the Product Was Damaged After It Arrived

We take full responsibility for how it leaves us and how it reaches you — but not for what happens next.

Damage caused by accidents, mishandling, drops, water exposure, or improper use after delivery won’t be covered by our guarantee.

If the Product Has Been Modified or Tampered With

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

If it’s been disassembled, repaired, rooted, jailbroken, or altered in any way that strays from the manufacturer’s instructions, the guarantee no longer applies — even if the issue was unrelated.

If Unauthorised Repairs Have Been Attempted

Trying to fix the product yourself — or through an unapproved technician — can unintentionally void your guarantee.

We respect the desire to solve problems quickly, but if the item’s been opened or repaired outside of official service channels, our ability to help under the guarantee ends there.

If the Product Was Purchased Elsewhere

This 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 us. The support lies with the original point of sale.

If the Reported Issue Doesn’t Match the Actual Condition

We always begin with trust — but if the returned item shows no fault or turns out to be fully functional, we may not be able to uphold the guarantee claim.

We’ll still handle it respectfully and transparently, but we can’t offer refunds or exchanges on items that weren’t genuinely defective or misrepresented.

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

This is where our guarantee ends, and your product warranty or statutory rights begin.

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 the moment your order arrives and you believe it falls under our 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, and a few clear photos or a short video.

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 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’ll put things right:

If you received the wrong or incomplete item — we’ll arrange for the correct one to be sent
If it’s damaged or not as described — we’ll offer a replacement or refund
If authenticity is in question — we’ll investigate urgently and offer proof, replacement, or refund accordingly

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 unless we’ve asked you to — we’ll provide clear return instructions if a return is needed.
The guarantee only applies to issues that are reported within 14 days of delivery. If it’s beyond that, the manufacturer’s warranty might be your next route — and we’re here to help you with that too.

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 guarantee looks after your purchase in the early days, the manufacturer’s warranty steps in to protect you from faults or failures that appear later — usually over the course of 12 months or more.

It’s designed to cover unexpected issues that aren’t your fault — things like internal malfunctions, sudden breakdowns, or manufacturing defects that affect how the product works.

But it’s not a service contract, and it doesn’t cover accidents, wear and tear, or damage caused by how the product was used. It also doesn’t mean the product will last forever — it simply means that if something goes wrong within the warranty window, the brand will step in to put it right.

And when they do, it’s usually through a repair or replacement — not a refund.

6. Who Offers the Warranty

The warranty doesn’t come from us — it comes from the manufacturer or brand who built the product.

That means if your item develops a fault after you’ve started using it, the manufacturer or brand is responsible for putting it right. Their warranty terms, their repair process, their authorised service centres.

Every product we sell comes from authorised sources only.

That means:

You’re eligible for UK-based manufacturer support
Your product is covered by a valid, verifiable warranty
You won’t be turned away for buying from the wrong place

No grey market goods. No imports that skip the warranty system. No risk of being left on your own.

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 how it was used later on.

Here’s what’s 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, speaker distortion, charging port issues, overheating, power button failure, problems with the motherboard, or internal circuity — it could point to a mechanical or electrical defects.

As long as the fault appears during normal use and there’s no sign of physical or accidental damage, it’s typically covered under warranty for repair or replacement.

If There Are Manufacturing Flaws

Sometimes a product might look perfectly fine on the outside, but hidden issues can surface with use. Loose components, wobbly buttons, cracks in the casing, poor finishing, faulty hinges, or misaligned ports—these are often signs that something wasn’t right from the start.

If the issue stems from how the product was originally made, it’s typically covered under warranty for repair or replacement.

If There Are Sudden Drops in Performance

Even with careful use, a product might stop working as sooner than expected. Maybe the display flickers, the touchscreen becomes unresponsive, ports stop working, or connectivity drops without reason. These aren’t wear-and-tear issues – they’re signs something didn’t hold up as it should.

If the fault appears suddenly and there’s no sign of misuse or external damage, the warranty may cover repair or replacement.

If There Are Software Malfunctions (On Eligible Devices)

In some cases, especially for smart tech devices, the warranty may cover serious system-level faults — such as boot loops, firmware failures, or critical software errors — as long as they weren’t caused by third-party apps, malware, or any form of user tempering.

Each brand handles warranties in its own way.

Some offer basic cover for a year, while others may offer extended support on certain components. Some will repair; others may replace. Some need the item inspected first. Most ask for proof of purchase. And all expect the product to be used reasonably and responsibly.

If you’re unsure 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’s there to cover faults that shouldn’t have happened in the first place, it doesn’t extend to issues caused by accidents, misuse, 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, or anything that causes physical damage after delivery — even if unintentional — are not usually covered.

If the product broke because it fell, got wet, or was mishandled, 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 — like batteries losing charge, buttons softening, or external finishes fading.

These normal signs of wear and tear from everyday use aren’t classed as faults and aren’t covered under warranty.

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

Using the product outside of its intended purpose or ignoring care instructions — such as opening it to repair or alter it yourself (or through unauthorised service centre), rooting or jailbreaking smart devices, installing unofficial firmware, physically tempering with internal components, or using incompatible accessories — can void your warranty.

If the damage results from any of these actions, it’s usually considered avoidable and is not covered under warranty.

If There Are Cosmetic Flaws That Don’t Affect Performance

Surface-level imperfections — like light scuffs, minor marks, or uneven finishes — can sometimes occur during manufacturing or packaging, but they don’t affect how the product works.

These are visual flaws, not functional defects. They’re classed as cosmetic and are generally not covered under warranty.

If The Product Is Lost or Stolen

A warranty isn’t the same as insurance. It’s meant to cover faults in how a product functions — not cases where the item is no longer with you.

If your product is lost, stolen, or goes missing after delivery, we understand how upsetting that can be. But these situations are outside what a warranty is designed to address.

If There’s Damage Caused by a Third Party

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

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

If the Product Isn’t Authorised or Recognised in the UK

Products bought from non-UK sellers or unauthorised retailers — especially grey market imports — might look the same, but they often fall outside official warranty coverage.

If the item wasn’t purchased through HumaneX.store or another authorised UK channel, the manufacturer may not validate the warranty, and support may be limited or declined altogether.

We want to help when things go wrong — and in most cases, we can. But if the issue falls outside the warranty terms, repairs or replacements may still be possible — just not covered. That means 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.
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 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 or order confirmation to validate your 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: Identify who to contact

For most products, the warranty is handled directly by the manufacturer or their authorised service provider — not by us as the seller.

But don’t worry — if you’re unsure who to contact, just get in touch. We’ll point you in the right direction or assist with contact details and steps.

Step 3: Explain the issue clearly

Manufacturers need to understand what’s gone wrong to approve a warranty claim.

Try to include:

A short summary of the fault or issue
When the problem started
Any steps you’ve already tried
A few Photos or short videos

Being clear helps speed up the process.

Step 4: Follow the manufacturer’s instructions

Once your claim is reviewed, they’ll guide you through what happens next.

This may involve:

Visiting a local service centre
Sending the item for inspection or repair
Providing more evidence of the fault

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

Step 5: Repair, Replace, or Refund

If your 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 if repair or replacement isn’t possible (less common, and typically decided by the brand)

What’s offered depends on the product, the fault, and the warranty terms — but we’ll help you understand what’s fair.

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

We take product authenticity and consumer protection seriously.

If you feel you’ve been treated unfairly or left in the dark, let us know. We’ll step in where we 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 on your side — 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. If you’d like to dive deeper, please see our Terms of Use & Sale, which set out the terms for both you and us—how we operate and what you agree to.

Everything here sits alongside your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013—including your entitlement to a refund, repair, or replacement if something’s wrong.

Your personal and delivery information is protected in accordance with our Privacy Policy and Cookie Policy, in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.