Warranty policy

This Warranty & Product Guarantee Policy governs warranties and product guarantees applicable to products purchased from OrderMania.

It should be read together with the OrderMania Terms & Conditions and Returns, Refunds & Exchanges Policy.

OrderMania operates under the laws of the Republic of Kenya. Nothing in this policy is intended to exclude, restrict or waive any consumer right or legal remedy that cannot lawfully be excluded.

1. OUR WARRANTY COMMITMENT

OrderMania aims to supply products that are:

As described.
Of acceptable quality.
Complete as represented.
Fit for their stated or applicable purpose.
Free from material manufacturing defects at the time of supply.

Where a product is covered by a warranty, OrderMania will honour the applicable warranty subject to this policy, the specific warranty terms supplied with the product and applicable Kenyan law.

2. WHAT IS A WARRANTY?

A warranty is a commitment that a product will meet specified standards or remain free from specified defects for a stated period.

A warranty may be provided by:

OrderMania.
The manufacturer.
An authorised distributor.
A supplier.
Another party responsible for the product.

The applicable warranty provider will depend on the product.

3. WHAT IS A PRODUCT GUARANTEE?

A product guarantee is a commitment made by OrderMania or another responsible party concerning the performance, quality or condition of a product.

Where OrderMania expressly provides a guarantee, the terms of that guarantee will be stated on the relevant product page, invoice, warranty card, order confirmation or other applicable documentation.

4. WARRANTY PERIOD

The warranty period depends on the product.

Unless a different period is expressly stated:

Products are covered only by the warranty expressly stated for that particular product.

A warranty period may be stated as:

7 days.
14 days.
30 days.
90 days.
6 months.
12 months.
Another period specifically disclosed for the product.

No warranty period should be assumed where none is stated.

Where a product has no separate manufacturer or OrderMania warranty, the customer's statutory rights under Kenyan law continue to apply.

5. WHEN DOES THE WARRANTY START?

Unless otherwise stated, the warranty period begins on the date the product is delivered to the customer or otherwise made available to the customer under the agreed transaction.

Where the manufacturer specifies a different warranty commencement date, the applicable manufacturer warranty terms may apply.

6. WHAT DOES THE WARRANTY COVER?

Unless the applicable warranty states otherwise, a product warranty may cover defects arising from:

Manufacturing defects.
Faulty components.
Defective workmanship.
Premature failure of covered components.
Other defects expressly covered by the applicable warranty.

The exact coverage depends on the product and warranty terms.

7. WHAT IS NOT NORMALLY COVERED?

Unless specifically covered by the applicable warranty, warranties generally do not cover problems caused by:

Misuse.
Negligence.
Accidental damage.
Physical damage.
Water or liquid damage.
Fire or excessive heat.
Power surges.
Incorrect voltage.
Incorrect installation.
Improper storage.
Unauthorised modification.
Unauthorised repair.
Tampering.
Use contrary to instructions.
Use outside the intended purpose.
Normal wear and tear.
Consumable parts reaching the end of their useful life.

These exclusions do not remove any mandatory legal rights available to a consumer.

8. NORMAL WEAR AND TEAR

Warranty protection generally does not cover ordinary deterioration caused by normal use.

Examples may include:

Scratches.
Surface wear.
Fading.
Gradual loss of battery capacity.
Worn cables.
Worn brushes.
Blades becoming dull.
Other consumable components reaching the end of their expected service life.

Whether something constitutes normal wear and tear will depend on the product, its expected use and the circumstances.

9. BATTERIES AND RECHARGEABLE PRODUCTS

For rechargeable products, battery performance may naturally reduce over time.

Unless expressly covered by the product warranty, ordinary battery-capacity degradation is not necessarily considered a manufacturing defect.

However, a battery that is defective, unsafe or fails prematurely in a manner covered by the applicable warranty may qualify for a remedy.

10. ELECTRICAL AND ELECTRONIC PRODUCTS

Electrical and electronic products must be operated according to their specifications and instructions.

Warranty claims may be rejected where inspection reasonably establishes that damage resulted from:

Incorrect voltage.
Power surges.
Incorrect wiring.
Incorrect installation.
Liquid exposure.
Physical damage.
Unauthorised repair.
Unauthorised modification.
Improper use.

Where a product is designed for professional installation, customers should use an appropriately qualified technician.

11. PRODUCT INSTALLATION

Where installation is required, the customer is responsible for ensuring that installation is carried out correctly unless installation was expressly included in the OrderMania service.

A warranty does not ordinarily cover damage caused by incorrect installation.

However, where installation was performed by OrderMania or its authorised representative, OrderMania will remain responsible for its own installation obligations as required by the applicable agreement and law.

12. UNAUTHORISED REPAIRS

Customers should contact OrderMania before arranging repairs during an applicable warranty period where reasonably possible.

Unauthorised repairs, alterations or modifications may affect warranty coverage.

However, OrderMania will assess each case based on the actual cause of the problem rather than automatically rejecting a claim merely because a product has been inspected by another person.

13. PHYSICAL DAMAGE

Warranty coverage generally does not include damage caused after delivery through:

Dropping.
Crushing.
Breaking.
Impact.
Improper handling.
Exposure to extreme conditions.
Deliberate damage.

Where the customer believes damage occurred during delivery, the matter should be reported promptly under the OrderMania Returns, Refunds & Exchanges Policy.

14. WATER AND LIQUID DAMAGE

Products that are not specifically designed to be water-resistant or waterproof should not be exposed to water or other liquids.

Liquid damage is generally excluded from warranty coverage unless the applicable warranty expressly provides otherwise.

Where a product is marketed as water-resistant or waterproof, the manufacturer's stated limitations and rating requirements apply.

15. WARRANTY FOR GROOMING AND BEAUTY PRODUCTS

For products such as:

Shavers.
Hair dryers.
Hair straighteners.
Hot combs.
Hair clippers.
Electric grooming equipment.

warranty coverage may apply to manufacturing or electrical defects but may not cover:

Broken components caused by impact.
Water damage.
Burn damage caused by incorrect use.
Unauthorised repairs.
Damage caused by unsuitable power supply.
Normal wear of blades, combs or other consumable components.

Hygiene-related return restrictions do not prevent a legitimate warranty claim concerning a defective product.

16. WARRANTY FOR HOME APPLIANCES

For appliances such as:

Deep fryers.
Mixers.
Water dispensers.
Heaters.
Fans.
Kitchen appliances.

the warranty may cover manufacturing or functional defects identified during the applicable warranty period.

The warranty may exclude damage caused by:

Incorrect power supply.
Incorrect installation.
Misuse.
Physical damage.
Liquid ingress where inappropriate.
Unauthorised modification.
Failure to follow operating instructions.
17. WARRANTY FOR FURNITURE AND HOUSEHOLD PRODUCTS

For products such as:

Dressing tables.
Shelves.
Household furniture.
Kitchenware.
Bedding.
Carpets.
Household accessories.

warranty coverage will depend on the particular product.

Unless expressly stated, ordinary cosmetic variations, wear and tear, stains, misuse or accidental damage may not be covered.

18. WARRANTY FOR GLASS, CERAMIC AND FRAGILE PRODUCTS

Glass, ceramic and other fragile products should be inspected upon delivery.

Damage caused by impact, dropping or mishandling after delivery may not be covered by warranty.

Where damage is suspected to have occurred before or during delivery, customers should notify OrderMania promptly and provide photographs where possible.

19. WARRANTY FOR SUITCASES AND BAGS

Warranty coverage for suitcases and bags may apply to manufacturing defects affecting:

Wheels.
Handles.
Zippers.
Structural components.

The warranty generally does not cover damage resulting from:

Overloading.
Rough handling after delivery.
Airline or transport handling where the applicable warranty excludes it.
Cutting or puncture.
Excessive force.
Normal cosmetic wear.

The specific warranty stated for the product will prevail.

20. WARRANTY FOR MULTI-PIECE SETS

Where a product is sold as a set, the warranty applies to the individual components covered by the applicable warranty.

Where one component develops a covered defect, OrderMania may:

Replace the affected component.
Replace the complete set where appropriate.
Repair the affected component.
Provide another appropriate remedy.
21. WHAT HAPPENS WHEN YOU MAKE A WARRANTY CLAIM?

Once a warranty claim is received, OrderMania may:

Verify the order.
Confirm that the product is within the warranty period.
Ask for photographs or video.
Ask the customer to perform reasonable troubleshooting.
Inspect the product.
Test the product.
Consult the manufacturer or supplier.
Arrange repair, replacement or another appropriate remedy.

The purpose of inspection is to establish the nature and cause of the problem.

22. PROOF OF PURCHASE

Customers should provide reasonable proof of purchase.

This may include:

Order number.
Receipt.
Invoice.
M-Pesa transaction reference.
Customer account.
Telephone number used for the order.
Other transaction information.

OrderMania may also verify purchases through its internal records.

23. WARRANTY CLAIM PROCEDURE

To make a warranty claim, contact OrderMania through an authorised customer-service channel.

Provide:

Order number:
Product:
Date received:
Description of problem:
Photographs/video:
Customer contact:

Where necessary, OrderMania may request additional information.

24. TROUBLESHOOTING

Before arranging collection or inspection, OrderMania may provide reasonable troubleshooting instructions.

For example, a customer may be asked to:

Check the power connection.
Confirm the correct switch position.
Test another compatible power source.
Reset the device.
Check whether an accessory is correctly fitted.
Follow the manufacturer's operating instructions.

Troubleshooting will not be used to unnecessarily delay a legitimate warranty claim.

25. INSPECTION

OrderMania may inspect or arrange inspection of a product before determining the appropriate warranty remedy.

Inspection may involve:

Functional testing.
Physical examination.
Serial-number verification.
Component inspection.
Manufacturer diagnostics.
Verification of accessories.
26. WARRANTY DECISION

After assessment, OrderMania may determine that the appropriate remedy is:

Repair.
Replacement.
Exchange.
Refund.
Replacement of a component.
Another remedy required by the applicable warranty or Kenyan law.

The remedy will depend on the circumstances and applicable legal requirements.

27. REPAIR

Where repair is appropriate, OrderMania may arrange for the product to be repaired by:

OrderMania.
The manufacturer.
An authorised technician.
An authorised service centre.

Customers will be informed where reasonably possible about the repair process.

28. REPLACEMENT

Where a product has a covered defect and replacement is appropriate, OrderMania may provide:

The same product.
The same model.
An equivalent product.

If the original model is unavailable, OrderMania will communicate the available options.

29. REFUND

Where repair or replacement is not appropriate or another refund is legally required, OrderMania may provide a refund in accordance with the Returns, Refunds & Exchanges Policy and applicable Kenyan law.

A warranty does not automatically mean that every fault results in an immediate refund.

The appropriate remedy depends on:

The nature of the defect.
The applicable warranty.
Whether repair is reasonably possible.
Whether replacement is available.
The customer's statutory rights.
30. REPEATED FAILURE

Where a product repeatedly develops the same or a material covered defect despite reasonable attempts to remedy it, OrderMania will assess whether another remedy is appropriate.

The assessment will take into account:

The nature of the defect.
Previous repairs.
Previous replacements.
Warranty terms.
The age of the product.
Applicable consumer rights.
31. WARRANTY REPLACEMENTS

Where a replacement is provided under warranty, the replacement may:

Be new.
Be equivalent to the original.
Be refurbished where appropriate and where this is disclosed and lawful.

The replacement will be subject to any applicable warranty terms.

32. REMAINING WARRANTY PERIOD

Where a product is repaired or replaced, the warranty treatment of the repaired or replacement product will depend on:

The original warranty terms.
The manufacturer warranty.
The nature of the replacement.
Applicable Kenyan law.

OrderMania will not use a replacement or repair to unlawfully reduce a customer's statutory rights.

33. WARRANTY TRANSFER

Unless expressly stated otherwise, warranties are generally linked to the original OrderMania transaction and may not automatically transfer to another person.

Where a product is sold or transferred to another person, the warranty position will depend on the applicable manufacturer or product warranty.

34. WARRANTY VOIDING

OrderMania will not use vague "warranty void" language as an automatic answer to every claim.

A warranty may be affected where there is evidence that the problem resulted from:

Unauthorised modification.
Misuse.
Unauthorised repair.
Physical damage.
Incorrect installation.
Incorrect power supply.
Other conduct specifically excluded by the applicable warranty.

The actual cause of the failure will be considered.

35. CONSUMABLES

Consumable items may have limited or no warranty coverage unless expressly stated.

Examples include:

Blades.
Filters.
Brushes.
Batteries.
Heating elements subject to normal wear.
Other components designed to be periodically replaced.

Where a consumable fails prematurely due to a manufacturing defect, the customer may still have an applicable warranty or statutory claim.

36. WARRANTY AND STATUTORY CONSUMER RIGHTS

This policy does not replace statutory consumer protections.

The Consumer Protection Act, 2012 provides consumer protections relating to the quality of goods and certain implied warranties and remedies.

The Sale of Goods Act also provides implied conditions and warranties concerning matters such as description, quality and fitness in specified circumstances.

Accordingly:

An OrderMania warranty is an additional contractual protection where offered. It is not intended to replace rights that Kenyan law gives the customer.

37. MANUFACTURER WARRANTIES

Where a product carries a manufacturer warranty, OrderMania may assist the customer in accessing the manufacturer's warranty service.

Depending on the product, the customer may be required to:

Contact the manufacturer.
Present the warranty card.
Present proof of purchase.
Take the product to an authorised service centre.

Where OrderMania is responsible for administering the warranty, we will provide the relevant instructions.

38. SUPPLIER WARRANTIES

Some products may be covered by supplier warranties rather than direct manufacturer warranties.

Where this applies, OrderMania may coordinate the warranty claim with the relevant supplier.

The customer remains entitled to applicable statutory rights against the appropriate contracting party under Kenyan law.

39. WARRANTY PROCESSING TIME

Warranty claims will be processed within a reasonable period.

The actual timeframe may depend on:

Product type.
Availability of spare parts.
Manufacturer response.
Technician availability.
Courier logistics.
Complexity of the fault.
Whether additional testing is required.

OrderMania will make reasonable efforts to keep the customer informed where a claim takes longer than expected.

40. WARRANTY SHIPPING COSTS

Where a warranty claim is accepted and the product needs to be returned for inspection, repair or replacement, OrderMania will determine the appropriate collection or return arrangement.

Where the defect is confirmed and OrderMania is responsible for the applicable remedy, OrderMania will bear reasonable costs associated with implementing that remedy where required by the applicable warranty or law.

41. CUSTOMER RESPONSIBILITY DURING WARRANTY PERIOD

Customers should:

Use products according to instructions.
Keep products reasonably safe.
Avoid unauthorised modifications.
Follow maintenance instructions.
Retain proof of purchase where practical.
Report material defects promptly.
42. SAFETY-RELATED WARRANTY CLAIMS

If a product:

Sparks.
Smokes.
Overheats abnormally.
Emits a burning smell.
Causes electrical shocks.
Becomes dangerously hot.
Shows another serious safety issue,

stop using the product immediately.

Do not attempt to repair it yourself.

Contact OrderMania as soon as reasonably possible.

43. PRODUCT RECALLS

If a manufacturer or competent authority recalls a product, OrderMania may contact affected customers using the contact information available to us.

The remedy will follow the applicable recall instructions, manufacturer terms and Kenyan law.

44. FRAUDULENT WARRANTY CLAIMS

OrderMania may investigate warranty claims where there are reasonable grounds to suspect fraud.

Examples include:

Product substitution.
Altered serial numbers.
False damage claims.
Deliberately damaged products.
Counterfeit products.
False purchase information.

Where fraud is established, OrderMania may reject the claim and take appropriate lawful action.

45. SERIAL NUMBERS AND IDENTIFICATION

For products carrying:

Serial numbers.
IMEI numbers.
Model numbers.
Security labels.
Other unique identifiers,

OrderMania may record these identifiers.

They may be checked during a warranty claim to confirm that the returned product is the product supplied.

46. COUNTERFEIT OR SUBSTITUTED PRODUCTS

OrderMania will not knowingly accept a counterfeit or substituted product as a genuine warranty return.

Where the returned product does not correspond with the product supplied, the claim may be investigated as a potential fraudulent return.

47. WARRANTY FOR SALE ITEMS

Discounted products, clearance products and promotional products may still carry warranty protection where a warranty is expressly offered or where statutory rights apply.

A discount does not automatically eliminate statutory consumer protections.

Where a product has a known defect and is sold at a reduced price because of that defect, OrderMania should disclose the material defect before purchase.

48. "AS IS" SALES

Where a product is genuinely sold in a disclosed condition such as:

Used.
Open-box.
Refurbished.
Display stock.
Clearance.

the relevant condition and warranty status should be disclosed before purchase.

A statement such as "sold as is" will not be interpreted as removing mandatory consumer rights under Kenyan law.

49. WARRANTY EXCLUSIONS MUST BE DISCLOSED

Where a product has special warranty exclusions, OrderMania will endeavour to disclose the material exclusions before or at the time of purchase.

Customers should check the applicable product listing, invoice, warranty card or product documentation.

50. NO AUTOMATIC WARRANTY FOR EVERY PRODUCT

Not every OrderMania product necessarily comes with a commercial warranty.

Where no specific commercial warranty is offered, customers still retain any rights and protections provided by applicable Kenyan law.

51. WARRANTY DOES NOT COVER CHANGES IN CUSTOMER PREFERENCE

A warranty is intended to address defects, failures or covered product problems.

It does not normally cover:

Change of mind.
Preference for another colour.
Preference for another model.
Purchasing the wrong size.
Purchasing the wrong product.

Such matters are dealt with under the OrderMania Returns, Refunds & Exchanges Policy, where applicable.

52. WARRANTY DOES NOT GUARANTEE UNLIMITED PRODUCT LIFE

A warranty does not mean that a product is guaranteed to operate indefinitely.

It applies to the specific period, conditions and defects covered by the applicable warranty.

Expected product lifespan may vary depending on:

Product quality.
Usage frequency.
Operating conditions.
Maintenance.
Handling.
Product category.
53. THIRD-PARTY WARRANTIES

Where a third party provides the warranty, OrderMania may facilitate communication between the customer and the relevant warranty provider.

The third party's warranty terms may apply in addition to statutory consumer protections.

54. WARRANTY COMMUNICATIONS

Warranty communications may take place through:

Website.
Email.
Telephone.
SMS.
WhatsApp.
Customer account.
Other authorised OrderMania channels.

Customers should ensure that their contact details remain accurate.

55. DATA USED FOR WARRANTY CLAIMS

OrderMania may process information necessary to:

Verify purchases.
Investigate warranty claims.
Arrange collection.
Contact manufacturers or suppliers.
Process refunds.
Prevent fraud.
Maintain warranty records.

Personal information will be handled according to the OrderMania Privacy Policy and applicable Kenyan data-protection law.

56. DISPUTING A WARRANTY DECISION

If a customer disagrees with a warranty decision, the customer may request a review.

The request should include:

Order number.
Product.
Warranty claim reference, if available.
Reason for disagreement.
Relevant evidence.

OrderMania will review the matter and communicate the outcome.

57. CUSTOMER COMPLAINTS

Warranty complaints may be submitted through:

Email: info@odermania.co.ke

Phone: 0141894824

WhatsApp: 0141894824

Website: ordermania.co.ke

Please include the order number whenever possible.

58. GOVERNING LAW

This Warranty Policy is governed by the laws of the Republic of Kenya.

It will be interpreted consistently with applicable:

Consumer protection laws.
Sale of goods laws.
Electronic commerce laws.
Data protection laws.
Other applicable Kenyan legislation.
59. CHANGES TO THIS POLICY

OrderMania may update this policy from time to time to reflect:

Changes in Kenyan law.
Changes in suppliers.
Changes in manufacturers' warranty arrangements.
Changes in products.
Changes in business processes.

Changes will not retrospectively remove rights that have already accrued where doing so would be unlawful.

60. RELATIONSHIP WITH OTHER ORDERMANIA POLICIES

This policy should be read together with:

OrderMania Terms & Conditions
OrderMania Returns, Refunds & Exchanges Policy
OrderMania Delivery Policy
OrderMania Privacy Policy
OrderMania Payment & Pricing Policy

Where a specific product has its own warranty terms, those terms will apply to that product provided they are lawful and were properly disclosed to the customer.

61. FINAL WARRANTY PRINCIPLE

OrderMania will handle warranty claims based on the actual condition and cause of the problem, rather than automatically rejecting claims because of technicalities.

At the same time, customers are expected to use products responsibly and honestly.

The purpose of this policy is to create a fair system that protects both sides:

Customers get a clear path to repair, replacement or refund where they have a legitimate claim.

OrderMania gets protection against misuse, accidental damage, unauthorised modification and fraudulent warranty claims.

Nothing in this policy is intended to exclude or restrict a consumer right or remedy that cannot legally be excluded under Kenyan law.

ORDERMANIA

Website: ordermania.co.ke
Email: info@ordermania.co.ke
Phone: 0141894824
WhatsApp: 0141894824
Business Address: Greencourt business center, F15, Latema road, Nairobi

© OrderMania. All Rights Reserved.

Effective Date: 2026