Warranty Guidelines and Procedures

I. Warranty Terms & Conditions:

1. A warranty sticker that indicates the date it was sold (month, day, and year) or a unique serial number and a warranty slip stating the product’s warranty start and end date is used to identify each item sold by PC Express. Units assembled by PC Express authorized technicians must also bear the assembly seal or sticker indicating the assembly date and identification of the technician.
2. PC Express products carry a standard limited warranty based on the table below:

3. Items found defective within the initial period of warranty based on the table above are allowed for Advance Warranty Replacement (AWR) depending on the availability of the replacement products and subject to the terms of Section II and Section III-5 below. AWR allows customers to receive a brand new replacement product after sending the defective item back to PC Express. After this initial week or month of advance replacement period from the start of the warranty, the remaining standard warranty period continues.
   • To avail of AWR, customers must first return their defective item to a PC Express store/service center within these initial 1 week or 1 month advance warranty replacement period based on the table above.
   • The returned defective item will be inspected and tested by a PC Express Technician to confirm the fault/defect. Once the technician verifies that the item is applicable for AWR, the customer will receive a brand new replacement product.
   • The product must be returned in its original packaging with all accessories and in pristine condition without physical damage.
   • Additional terms around PC Express' warranty claims process will apply when availing AWR.
4. Extended warranties advertised or offered by the manufacturer of the product have their own warranty terms and conditions which require the customer to register the product on the manufacturer’s website. For more information, please visit the manufacturer’s support page.

II. Warranty does not cover the following:

1. All physical damages including but not limited to electrical overstress (EOS) or “over-clocking”, bent pins, melted wires, circuit board cut traces, blown metal links, corrosion, due to accumulated dirt/moisture or insect/rodent urine, improper assembly, poor care, scratches, damages during transport, water damage, or damages caused by natural disasters.
2. Products with defaced or altered serial numbers and warranty stickers or any alteration, modification, or repairs made by a 3rd party.
3. Smartphone, desktop, and laptop products whose software has been modified, rooted, or tampered with or whose recovery partitions have been deleted.
4. Loss of data (backup files often) or transport costs
5. Free or promotional items.
6. Use of non-authorized inks, or continuous ink conversions on printers
7. LCD monitors with less than 6 dead pixels (bright/dark) are not eligible for warranty claims unless the product offers a Zero Bright Dot (ZBD) warranty
8. LCD monitors and laptops whose defect is initially diagnosed as black-out, no power, or no display output are not eligible for Advance Warranty Replacement (AWR) claim.

III. For Warranty claims, the following is to be strictly followed:

1. Present the defective item with the Warranty Slip to the PC Express Technician for diagnosis. A Job Order Form (JO) will be issued by the technician for all defective items. Present the Warranty Slip with the corresponding Job Order Form to claim warranty.
2. For lost Warranty Slips, present the Sales Invoice and a certified true copy of the Warranty Slip will be issued for a fee of ₱100 (one hundred Pesos).
3. Job Order Form (JO) is required upon claiming of replaced/repaired warranty items. if the JO is lost upon claiming, please present an affidavit of loss and 2 valid IDs for verification purposes.
4. Interbranch claiming of warranty is not allowed without Warranty Slip. Only the branch where the item was purchased can reissue a new warranty slip
5. For Advance Warranty Replacement (AWR) claims, the product must be returned in its original packaging along with all the intact components of the sales package.

IV. Warranty Process

1. Items covered by the warranty will be sent to the supplier/manufacturer. Always return defective items in its complete box/packaging and accessories
2. Defective items under warranty that have no available replacement are eligible for an upgrade, provided that the customer pays for the price difference between the upgraded and older model. Warranty on the replacement/upgraded item will be carried over from the defective item’s warranty date.
3. Customers will be contacted when a replacement item is made available in 60 days or less. Upon notification, a 60-day period will be given in order to claim the warrantied item. When claiming upgraded items, please return old boxes, accessories, drivers, etc. of the warrantied item. A storage fee of ₱50 (fifty Pesos) will be charged per day past the 60-day claim period. Items unclaimed after 90 days will be forfeited.
4. Always keep the Sales Invoice and Warranty Slip to facilitate Warranty Claims

      

Order Cancellation Policy

If you need to cancel an order you may do so by contacting us

When can I cancel my Order?

Cancellation for orders with promotions

• If canceling an item means your order is no longer eligible for a promotion or a quantity discount, your order total will be recalculated, and credit card charges may apply.
• If you cancel an order that was paid for with a discount voucher, the purchase amount will be credited to your account as a discount voucher with the same amount with validity depending on the promotion’s terms and conditions.

     

Sales Return Policy

1. NO RECEIPT, NO EXCHANGE. Sales returns are allowed only where the product was purchased. An ORIGINAL receipt is needed to process any sales return transaction.
2. NO CASH REFUND. A credit note with a validity of three (3) months will be issued for the returned products, in cases where the customer’s choice of replacement item(s) is not available. A credit note can be used only in the same branch where it was issued.
3. The exchange of purchased items will be allowed within three (3) days from the date of purchase (e.g. items purchased on January 1 will be permitted to be exchanged in total purchase value for another item until January 3). In the event of a sudden price drop within the three-day exchange period, the returned item will be valued at the current list price.
4. Items exchanged beyond the three-day period will be charged a restocking fee of ten percent (10%) within the first week additional five percent (5%) per week for the succeeding weeks (e.e 15% on the second week, 20% on the third week and so on). in the event of a price increase computations will be done on the original purchase price.
5. Only items with complete boxes, cd drivers, manuals, and in pristine condition will be accepted for exchange. Consumer items such as tablets, digital cameras, cellular phones, and headsets will only be permitted for return if the original package (e.g. shrink wrap, blister pack) has not been opened and the devices have not been used. Consumable items such as ink cartridges, ribbons, etc. that have been opened will not be honored for return. Software is not allowed for sales return.
6. The company reserves the right to decline any returns after deemed necessary.