Warranty Policy
Last Updated:Access Electronics (Access Technologies CC) · Last updated: 25 August 2026
This policy applies to everything bought through our online store at accessnamibia.com. For returns, refunds and exchanges, see our Refund & Return Policy.
Warranty at a glance
| What you bought | Software warranty | Hardware |
|---|---|---|
| New phones, tablets, laptops | 12 months | Covered by the manufacturer's warranty, which we claim on your behalf |
| Used / pre-owned devices | 6 months | Not covered |
| Accessories (cases, chargers, cables, protectors, audio) | None | None |
1. What the software warranty covers
We cover faults in the operating system or factory firmware that stop the device doing what it's meant to do, where the fault isn't caused by damage, modification or misuse.
Hardware works differently. We don't offer our own hardware warranty. Where the manufacturer gives one, we handle the claim with them or with our supplier for you — but they decide the outcome, not us.
2. What isn't covered
- Physical damage — cracks, dents, bends, crushed components
- Liquid or moisture damage, including corrosion
- Battery capacity dropping over time, through use, or after software updates
- Any repair, opening or servicing by someone other than us
- Broken seals, or a tampered or removed serial number / IMEI
- Jailbreaking, rooting, bootloader unlocking, or unofficial software
- Problems caused by third-party apps, your settings, non-genuine chargers or cables, or unstable power
- Operating system upgrades you ran against our advice
- Loss or theft
- Normal cosmetic wear
- Faults that neither we nor our supplier can reproduce
3. Before you send anything back
Your claim can't be assessed until all of these are done. Please check them off first — a device that arrives locked simply waits until you unlock it, and that time doesn't count toward our turnaround.
- Remove all activation locks — Find My iPhone, iCloud Activation Lock, Google FRP, Samsung Reactivation Lock. We can't accept, assess or ship a locked device.
- Remove your passcode or screen lock.
- Back up your data. We don't back up customer devices, and devices are often reset or reflashed during diagnosis.
- Have your order number or invoice ready.
- Pack the original box and any accessories that came with it.
4. How to make a warranty claim
Claims come to us, not to the manufacturer. While your device is under our warranty, please don't approach Apple, Samsung, an authorised service centre or an independent repairer directly — doing so ends your cover with us.
- Contact us first at customercare@accessnamibia.com with your order number and a description of the fault. Don't ship anything yet.
- We'll send you a return reference. Devices that arrive without one can't be matched to an order and will be held until we can identify them.
- Send the device to us. Return shipping to us is at your cost and risk — please use a tracked service.
- We assess it and keep you updated at each stage.
5. How long it takes
| Stage | Timeframe |
|---|---|
| We assess and diagnose it ourselves | Within 5 working days of arrival |
| If we can't resolve it locally, it goes to our supplier | Up to 30 working days |
Most supplier round trips finish well inside that window — the outer limit accounts for freight, customs clearance and supplier processing, which we don't control. We'll tell you as soon as it moves to the supplier.
If a manufacturing defect is confirmed and a replacement is issued to us, we send it to you as soon as it reaches us, free of charge. A replacement carries whatever is left of your original warranty period — it doesn't start a new one. If the model is discontinued, we'll offer the nearest equivalent or a credit.
If the claim is declined or the fault turns out to be something in section 2, we'll send the device back unrepaired and quote you separately for any repair. Return shipping in that case is for your account.
We don't provide loan or courtesy devices while a claim is being assessed.
No assessment fee. If you send a device in and we find no fault, we won't charge you for looking at it — you'll only cover the shipping.
6. If we can't fix it
If a device has a fault we can't repair or replace under warranty, you get a full refund. See our Refund & Return Policy for how refunds are paid.
7. Your data
Back up everything before you send a device in. We don't back up customer data and can't be responsible for data, photos, messages or accounts lost during diagnosis or repair. Devices may be reset or wiped as part of standard testing, and may be sent to suppliers outside Namibia.
8. The fine print
Ownership. Goods remain ours until we've received full payment in cleared funds.
Our liability. Whatever happens, our total liability is limited to what you actually paid for the item. We're not liable for indirect losses — lost income, lost business, lost data, lost time, or the cost of a replacement device while yours is being assessed.
Uncollected devices. Devices sent in for assessment must be collected, or redelivery accepted, within 30 days of us telling you they're ready. After 90 days we may treat the device as abandoned and dispose of it to recover our costs.
Fraud and stolen goods. We may refuse or reverse any transaction we reasonably believe is fraudulent, and we report suspected stolen devices. If you sell or trade a device to us, you confirm it's lawfully yours and free of any third-party claim.
Nothing verbal counts. Only what's written here, or confirmed in writing by a director, forms part of your agreement with us. No staff member can vary this policy.
Law. This policy is governed by the laws of the Republic of Namibia.
9. Contact us
📧 customercare@accessnamibia.com
- Windhoek: 081 495 2277
- Walvis Bay: 081 670 5032
- Oshakati: 081 860 1188
Access Electronics · Gatheman Building, Independence Avenue, Windhoek, Namibia
Questions before you buy? Message us — we'd rather answer beforehand than process a claim afterwards.
