Our Warranty Is a Promise, Not a Formality

This policy covers every item purchased directly through raxcen.com, by any customer, for personal or business use, unless the product listing states otherwise at checkout. Coverage is tied to the order number itself rather than to the individual who placed it — so a product can be gifted, resold privately, or handed to a family member, and the original order remains its proof of coverage.

Items purchased through unauthorized third-party resellers, marketplaces, or classifieds are not covered under this policy, since we cannot verify their condition, authenticity, or handling before they reached the buyer. If you're unsure whether your purchase qualifies, our contact page is the fastest way to confirm.

Coverage begins on delivery whether or not you register — registration is not what activates your warranty. What it does is put your order number, product model, and delivery date on file before a claim ever happens, through our registration form, ideally within 14 days of delivery.

The practical difference shows up at claim time. A registered product is pre-verified, so most claims move straight to a decision. An unregistered product still qualifies for full coverage under this policy, but our team has to manually confirm the order, the item, and the purchase channel before reviewing the defect itself — a step that typically adds a few extra business days and may require you to provide your original invoice or additional photos we wouldn't otherwise ask for.

Standard manufacturing-defect coverage runs for 12 full months, beginning on the delivery date recorded by the courier, not the order or payment date. This distinction matters for orders that ship in multiple parcels or face delivery delays — each parcel's warranty clock starts on its own confirmed delivery date.

Items that arrive damaged, incomplete, or mismatched from what was ordered qualify for an accelerated 7-day replacement window that runs independently of the 12-month clock, so you are never forced to choose between the two.

Coverage is voided when a product is opened, modified, or repaired by anyone outside RAXCEN or a facility we explicitly authorize. It is also voided by damage traced to misuse — physical impact, drops, liquid exposure, exposure to extreme heat, or connecting the device to a power source or voltage outside its rated specification.

Cosmetic wear that does not affect function — light scuffing, fading, or minor scratches from ordinary carrying and use — is treated as normal wear, not a defect, and falls outside this warranty. We evaluate every claim individually rather than applying blanket rejections, so if you're unsure whether your situation qualifies, describe it to us before assuming it doesn't.

If your product is registered, we already have what we need on file — nothing further to dig up. If it isn't, your order number, order confirmation email, or the phone number and email used at checkout are the fallback we use to verify eligibility and pull up your purchase history. Original packaging is never a strict requirement for a valid defect claim, though keeping it for the first few weeks after delivery can make an exchange faster either way.

Our default resolution is a like-for-like replacement with an identical unit. When that exact model is out of stock or discontinued, you choose between store credit valued at the full original purchase price, or a full refund issued to your original payment method — the decision is always yours, never made for you.

Approved refunds are issued the same day the decision is made; the funds typically reflect in your account according to your bank's or payment provider's own settlement timelines, which are outside our control.

Products bought during an offer, with a member discount, or partly paid with points are covered exactly the same way. A refund returns the amount you actually paid; how points are handled is set out in our Membership, Offers and Points Policy.

Warranty returns follow a dedicated process separate from ordinary change-of-mind returns. Packaging and return-shipping steps are on our Return & Refund Policy, and courier handling and timelines on our Shipping & Delivery Policy; for anything specific to a defect or warranty claim, our contact page routes your case directly to the right team instead of the general order-support queue.

We acknowledge every warranty request within 24 business hours of submission through our contact page. For a registered product, a decision typically follows within the same 24 hours, once we have the photos or video we need. For an unregistered product, add roughly 24–48 business hours on top of that for manual verification. Approved replacements ship within 1–2 business days; approved refunds are initiated the same day the decision is made.

Products explicitly listed as refurbished, open-box, or clearance carry a reduced coverage period stated on their individual product page at the time of purchase — typically 3 to 6 months against manufacturing defects only. Where no such notice appears on the listing, the standard 12-month policy applies in full, exactly as with a new item. Registration is especially worth doing on these, since resale-channel items are the ones our team otherwise has to verify most carefully.

Cables, connectors, carrying cases, and other accessories bundled with a main product are covered for the shorter of 6 months or the main product's own warranty term, since consumable-style accessories naturally see heavier physical wear than the primary device. Each accessory is assessed on its own condition, independent of the main unit it shipped with.

If a replacement unit develops the same defect again within 90 days of receiving it, we treat that as a confirmed model-level fault rather than reopening the review from scratch — you move straight to a refund or a different model of equivalent value, at your choice, without repeating the full claims process. This is also where a registered product pays off most: we already have the original claim on file, so there's nothing left to re-verify.

This warranty covers the repair, replacement, or refund of the defective item itself. It does not extend to incidental damage to other devices or property, nor to any indirect or consequential loss arising from a product's failure. Nothing in this clause limits any statutory right you hold under local consumer-protection law, which always takes precedence over this policy where the two conflict.

We may revise this policy as our catalog or operations evolve. Any change applies to orders placed after the update goes live; your claim is always assessed against the policy version in effect on the date you placed your order, so a later change never works against a purchase you already made. Questions about which version applies to your order can always be resolved through our contact page.