Warranty

1. Genuine, brand-new products

We sell products from Apple, Samsung, TCL, DJI, Ubiquiti, Sony, Logitech, Anker, Starlink and other manufacturers. Whatever the brand, products sold by iVillage are genuine and sold as brand-new, sealed products unless we expressly state otherwise.

Sealed and genuine sets out where our stock comes from and what you can check yourself when it arrives.

2. What we are, and what we are not

We are a shop. We are not an authorised dealer, distributor or service centre for any manufacturer, and we do not claim to be. We do not carry out manufacturer repairs ourselves.

What we do is help you make an eligible manufacturer warranty claim: bring it to us and we will deal with the manufacturer or its authorised service centre on your behalf where that is practical, or take it to the service centre yourself if you prefer. The decisions on that claim remain the manufacturer's.

3. Warranty period and terms

The warranty on a product is the manufacturer's warranty for that product and that serial number. Its length, what it covers and how a claim is made are set by the manufacturer, and they differ from brand to brand and from product to product.

For that reason we do not state a single warranty period for everything we sell, and we do not describe a product as carrying a fresh one-year iVillage warranty from the date of purchase. The manufacturer's published terms for your product are what apply.

If the warranty on a particular product matters to your decision, ask us before you order and we will tell you what the manufacturer states for it. Contact [email protected] or 024 139 2599.

4. Where stock is sourced, and where a claim is made

For brands such as Samsung and TCL, we buy through their authorised distribution in Ghana, and a warranty claim is made with their service centres here. For other brands, we buy from authorised distributors and retailers in the United States, the United Kingdom and Europe, and bring the stock in ourselves.

Manufacturers treat that differently. Some honour their warranty internationally, so a claim can be made wherever the brand has service. Others honour it only in the market where the product was first sold, and some brands have no service presence in Ghana at all.

This affects where a claim has to be made, how long it takes and what it costs to send a product for service. Where a claim has to be made outside Ghana, the product has to travel, and the transport rules below apply.

5. What to keep

A warranty claim is easier, and sometimes only possible, if you still have:

• the original box and its serial number label;
• the serial or IMEI number of the product itself;
• your proof of purchase from iVillage, such as the order confirmation or invoice; and
• the accessories supplied in the box, where the claim concerns one of them.

Where the feature is available, attach the serial number to your iVillage account. We may use it to confirm purchase information, warranty status, service history and repair eligibility.

6. What iVillage does

iVillage can assist you with an eligible manufacturer warranty claim or, where appropriate, arrange the process on your behalf. You deal with us, and we deal with the manufacturer or its service provider.

The manufacturer's own warranty terms, service eligibility, exclusions, diagnostics and repair or replacement decisions apply. We cannot overrule them, and we cannot promise an outcome on the manufacturer's behalf.

7. Repair-first approach

Where a fault is covered, the normal remedy is repair through the manufacturer's authorised or otherwise appropriate service route. Replacement is not automatic.

A product will be replaced only where the manufacturer, the relevant service provider, applicable law or the circumstances of the claim require replacement.

8. Repair times

If parts must be ordered, repair may take approximately 2 to 6 weeks, depending on diagnostics, parts availability, where the service is carried out and factors outside iVillage's control.

This is an estimate rather than a guaranteed completion date.

9. No loan-device promise

You should expect to be without the product during the repair process. iVillage does not promise a loan or temporary replacement unless we expressly agree one for a specific case.

10. Transport costs

Unless iVillage supplied the wrong product, caused the relevant issue or applicable law requires otherwise, the customer is responsible for transport costs:

• from the customer to the applicable service or repair location; and
• from the service or repair location back to the customer.

We may help arrange transport, but the cost may be charged to the customer. Where the service location is outside Ghana, that cost is higher and the process takes longer.

11. What a manufacturer warranty does not cover

A manufacturer warranty covers a fault in the product itself, within the period and on the terms the manufacturer sets. It is not insurance against everything that can happen to a product.

Exclusions vary by brand and by product, and the manufacturer's terms for your product decide. They commonly include:

• accidental damage, including drops and cracked screens;
• liquid damage;
• misuse, abuse, neglect and normal wear;
• unauthorised modification, or repair by someone the manufacturer did not authorise;
• damage caused by power supply problems or by third-party accessories; and
• consumable parts and gradual battery capacity loss, except where the manufacturer states a threshold.

iVillage cannot convert an excluded issue into a warranty claim.

12. Non-warranty repairs

Where possible, we may offer or arrange a paid diagnosis or repair for an issue that is not covered by warranty. Any applicable service or parts charges will be communicated before paid work is authorised.

13. Your data before service

Before handing over a product:

• back up your data;
• remove sensitive information where practical;
• sign out of the account the product is signed in to, such as your Apple Account, Google Account, PlayStation Network or the manufacturer's own app;
• disable Find My, activation lock or any other anti-theft lock where requested; and
• understand that the product may be erased, reset, restored or replaced during service.

To the extent permitted by law, iVillage is not responsible for data loss arising from a normal diagnostic, repair, reset, restoration or replacement process.

14. Your rights under Ghanaian law

A manufacturer warranty is in addition to your rights under Ghanaian law. It does not replace them, and neither does this Policy.

If goods were misdescribed, defective at the time of sale or otherwise failed to meet an obligation imposed by applicable Ghanaian law, those rights stand whatever a manufacturer's warranty says and whether or not that warranty has run out. Those rights are ours to answer, not the manufacturer's.

If a product arrives wrong, damaged or faulty, start with our Returns & Refunds policy rather than a warranty claim.

15. How to request warranty support

Contact [email protected] or 024 139 2599 with your order number, the serial number of the product, a description of the issue and any useful photos or diagnostic information.

We will tell you what the manufacturer's warranty covers in your case, where the claim has to be made and what happens next.