Warranty Policy

Warranty Guidelines and Procedures

I. Warranty Terms & Conditions:

  1. A warranty sticker indicating the date of sale (month, day, and year) or a unique serial number, along with a sales invoice stating the product’s date of purchase, is used to identify each item sold by PC Express. Units assembled by PC Express-authorized technicians must also bear an assembly seal or sticker indicating the assembly date and the identity of the technician.

  2. PC Express products carry a standard limited warranty based on the table below:

    Product Category Product Type or Product Specific Advance Warranty Replacement Period Standard Warranty Period Additional Conditions
    Accessories and Cables USB Hub,  Patch Cord, Power Cord, Power Sata Cable, HDMI Cable, VGA Cable, Display Port,USB Printer Cable, All kinds of converter cable, UTP Cables & LAN Tester. None None N/A
    Bundles and Promotional Items Bundles Items, Free Items, Promotional/Sale Items None None N/A
      Tables & Chairs First Week of the Standard Warranty Period for mechanical parts (gas lift, wheels, hinges) 3 Months for mechanical parts (gas lift, wheels, hinges)  
    Branded Desktops All other Branded Desktops First Week of the Standard Warranty Period 1 Year  (excluding Dell, as warranty claims are handled directly by Dell onsite aftersales service) AWR will not be provided in the following situations:
             
            The Desktop's Monitor has issues such as no display, blackout, no power, bleeding screen or adaptor issues. These items will need to be directly sent for repair based on warranty terms.  Doesn’t meet the minimum number of dead pixels
      13th Gen and 14th Gen ASUS/Intel NUC Mini PC  First Week of the Standard Warranty Period 3 Years through PUR (Pick up and Return) or Authorized Service Center Activated/in-use Microsoft Office licenses. The end user license agreements of such software need to be re-verified, hence Advance Warranty Replacement is not applicable.
            Issues caused by or related to 3rd party components, accessories or peripherals. These items were not sold as part of the branded desktop package by PC Express. Hence, Advance Warranty Replacement will not cover faults involving non-PC Express accessories used with the branded desktop.
          ASUS local Call Center/Technical Support NO Advance Warranty Replacement for all Dell Desktops
            (Direct to Dell Onsite Support https://www.dell.com/support/home/en-ph )
             
          Service Time: Monday to Friday 09:00AM - 06:00PM  
             
          (02) 8539-3080 (For Globe and other telco subscribers)  
             
          1-800-188-82787 (For PLDT/Smart/Sun/TNT subscribers)  
             
          Chat and mail support  
             
          Authorized Service Center  
             
          Ubertech / Techsquad  
             
          Unit 106 G/F M. Bldg. 26 N. Domingo St., Quezon City  
             
          7799-8415 / 0917 5971873  
             
      12th Gen ASUS/Intel NUC Mini PC None 3 Years Warranty through PUR (Pick up and Return)  
             
          ASUS local Call Center/Technical Support  
             
          Service Time: Monday to Friday 09:00AM - 06:00PM  
             
          (02) 8539-3080 (For Globe and other telco subscribers)  
             
          1-800-188-82787 (For PLDT/Smart/Sun/TNT subscribers)  
             
          Chat and mail support  
             
      PCX Branded Desktops First Month of the Standard Warranty Period for Components 1 Year Warranty AWR will not be provided in the following situations:
        First Week of the Standard Warranty Period for Peripherals   The Desktop's Monitor has issues such as no display, blackout, no power, bleeding screen or adaptor issues. These items will need to be directly sent for repair based on warranty terms.  Doesn’t meet the minimum number of dead pixels
             
    Business Solutions Servers, NAS, Surveillances, AVRs, UPS, Surge Protectors, Networking Peripherals, Streaming Solutions First Week of the Standard Warranty Period 1 Year N/A
      SERVER - DELL     Online, chat and email support are available on a 24x7 basis. Telephone-initiated requests are available on a 24x7 basis for ProSupport and ProSupport Plus and on a 9x5 basis for Basic Hardware Support and are immediately routed to the next available technical support engineer.
      SERVER - ACER     Customer Care Standard Business Hours: Customer Care Phone and e-Mail support, 24 x 7, Mondays to Sundays / VIP / Commercial option when dialing hotline is option 3. Customer Care Hotline: (02) 85552300. Toll-free No.: 1800-1888-7037. Customer Care e-Mail: commercialservice.ph@acer.com. Social Media Support (24x7): www.facebook/AcerPH.
      UPS - APC     Warranty claim direct to APC Call: 1800 8 976 9999 Call: 02-7-976-9999 (PLDT/Globe) email: asetech@schneider-electric.com
    Components Motherboards, Processors, Memory Modules, SSDs, HDDs, Graphics Cards, Power Supplies, Expansion Cards, Internal Optical Drives First Month of the Standard Warranty Period 1 Year N/A
    Consumables Inks, Ribbons, Thermal Paste None None N/A
    Cooling Systems GENERIC: Aux Fans, AIO Cooling, CPU Fans, RGB Fan and Laptop Cooling Fan 1 Week None N/A
      BRANDED: Aux Fans, AIO Cooling, CPU Fans, RGB Fan and Laptop Cooling Fan 1 Month 1 Year N/A
    DIY Desktop PC   First Month of the Standard Warranty Period for Components 1 Year AWR will not be provided in the following situations:
        First Week of the Standard Warranty Periodfor Peripherals    
            The Desktop's Monitor has issues such as no display, blackout, no power, bleeding screen or adaptor issues. These items will need to be directly sent for repair based on warranty terms.
            Activated/in-use Microsoft Office licenses. The end user license agreements of such software need to be re-verified, hence Advance Warranty Replacement is not applicable.
            Issues caused by or related to 3rd party components, accessories or peripherals. These items were not sold as part of the DIY desktop package by PC Express. Hence, Advance Warranty Replacement will not cover faults involving non-PC Express accessories used with the desktop.
             
    Gaming Console Sony Playstation Gaming Console Unit, Game Controllers, Gaming Console Accessories None 1 Year Warranty through Authorized Service Centers Sony's warranty information and terms and service will apply. 
      Nintendo Gaming Console Unit Through Nintendo's Authorized Service Centers 1 Year Warranty through Authorized Service Centers Nintendo's warranty information and terms and service will apply.
      ROG Ally  First Week of the Standard Warranty Period 1 Year N/A
      Legion Go First Week of the Standard Warranty Period 1 Year N/A
    Laptops Laptop Unit First Week of the Standard Warranty Period 1 Year (excluding Dell products, as warranty claims are handled directly by Dell onsite after-sales service) . except LT-DELL INSPIRON 15 3511-I31115G4 12GB/512GB models Advance warranty replacement shall not be provided for laptops exhibiting defects in the following categories:
             
            Display problems - No display, blackout, or blank screen. Doesn’t meet the minimum number of dead pixels**.
            Power problems - Laptop not powering on or charging
            Adaptor issues - Damage to the laptop charger/adapter itself
            Issues caused by or related to 3rd party components, accessories or peripherals attached to the laptop.
      LENOVO / THINKPAD Customers may opt to file warranty claims directly with the following contacts for faster processing by sending an email to:Lenovo ThinkPad -  ph_premier@lenovo.com or Lenovo laptops covered by Premium Support - premcareph@lenovo.com    
             
             
            For the above issues, customers will need to submit the device directly to the authorized service center for diagnosis and repair service as per warranty terms and conditions. Advance replacement cannot be offered.
      Huawei and Dell Laptops None 1 Year Direct to Dell Onsite Support https://www.dell.com/support/home/en-ph
      Apple MacBook None 1 Year through Apple Service Centers N/A
      Battery None 6 Months N/A
      Charger / Power Adapter None 6 Months N/A
    Mobile Phones and Tablets All other Mobile Phones and Tablets None 1 Year through their respective Authorized Service Centers N/A
      Apple iPads and iPhones None 1 Year through Apple Service Centers N/A
    Peripherals Keyboard, Mouse, Headsets, External Storage Drives, External Optical Drives, Flash Drives, Memory Cards, Webcams, Speakers, Microphones First Week of the Standard Warranty Period except for JBL/Harman/Sony products 1 Year N/A
      Monitors First Week of the Standard Warranty Period 1 Year Advance warranty replacement shall not be provided for monitors exhibiting defects in the following categories:
             
            Display problems - No display, black screen, power not turning on.
            Bleeding screen issue on LCD/LED monitors.
            Adaptor issues - Damage to the monitor's power cable/adapter.
            Dead pixel policy exceptions - Advance replacement not valid if number of dead pixels is within acceptable limits as per policy of the brand brand and number of dead pixels per monitor.
             
            Xiaomi, Acer, Hp, Lenovo, LG, MSI, Nvision, Samsung, Gigabyte, it should be atleast 5 dead pixels.
             
            for ASUS, AOPEN, Focus, ViewPlus, PCX,  ViewSonic Monitors it should be atleast 1 deadpixel.
             
            MSI Monitors 3 bright dots or 4 dark dots.
      Lenovo Monitors     Customers may opt to file warranty claims directly with Lenovo for faster processing by sending an email to lenovoph@lenovo.com
      DELL Monitors None 1 Year  
      Sony Products None 1 Year through Authorized Service Centers N/A
      JBL & HARMAN Products None 1 Year through JBL Service Centers or HARMAN Service Centers CHAT: https://support.jbl.com/ph/en/ EMAIL: https://support.jbl.com/ph/en/ or support.apac@harman.com HOTLINE: (02) 8865-2317 MOBILE : Globe +63 917 849 7697/ Smart +63 998 542 0234 Mon - Fri - 8:00 AM 5:00 PM
      JBL Accessories (sold separately) Battery, Beam, Stick None 1 Year through JBL Service Centers or HARMAN Service Centers
      Vention/ Ugreen,JISU Life Products and Huntkey Powerstrip. 1 week 1 year  
      Power Banks First Week of the Standard Warranty Period 6 Months N/A
      Printers 1 Week Advance Warranty Replacement (for Brother, Epson and Hp, as long as it is a hardware issue) 1 Year or before the printer reaches its print capacity  Use of unauthorized inks, or continuous ink conversions on printers will void all warranties of the product.
        NO Advance Warranty Replacement (for Canon Brand as long no provided technical report approved for replacement) specified by the manufacturer. (Which ever comes first)  
             
          For faster warranty claims and services, please proceed to the nearest manufacturer's authorized service centers:  
             
          Brother  
          Canon  
          Epson  
          HP  
      Niimbot Products None 1 Year  
             
      Projectors First Week of the Standard Warranty Period 1 Year Warranty or before the number of duty hours specified by the manufacturer is reached (which ever comes first) N/A
          Bulb - 6 Months  
             
          For faster warranty claims and services, please proceed to the nearest manufacturer's authorized service centers:  
             
          Acer  
          Epson  
          Infocus  
             
    POWER STATION BLUETTI First Week of the Standard Warranty Period 1 Year Warranty through Bluetti Service Center Bluetti Service Center: Contact Person: Mark Mangalino Contact No.: 09687141199 Address: Unit 603, Richmonde Plaza, San Miguel Avenue corner Lourdes St., Ortigas Center, Pasig City
      PECRON First Week of the Standard Warranty Period 1 Year Warranty  
    Software Security, Operating Systems, Office Applications, Games None None N/A
    Others Cricut First Week of the Standard Warranty Period 1 Year N/A
      Honeywell First Week of the Standard Warranty Period 1 Year  
      Wacom Intous, Intous PRO, Bamboo, Cintiq, Signature pads, Interactive Display First Week of the Standard Warranty Period 1 Year N/A
      Wacom Accessories (Pens/ Cables/ Adaptors except nibs) First Week of the Standard Warranty Period 6 Months N/A
    Brand(s) with product registration upon purchase Acer     https://warranty.acer.com.ph
             
      Asus Motherboards and graphics cards (purchases from 1st Jan 2024 to 31st Dec 2026)     https://www.asus.com/ph/events/infoM/activity_warrantyextension
      Brother     registration must be completed within fifteen (15) days from the date of purchase.  https://www.brother.com.ph/en/support/warranty/registration
          https://www.bsisportal.com/bicp/ascportal/warranty_warrantyregistration
      Epson      registration must be completed within six (6) months from the date of purchase https://my.epson.com.ph/s/login/?ec=302&language=en_US&startURL=%2Fs%2F
         
      Lenovo       https://support.lenovo.com/ph/en/

  1. 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.

  2. 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. Warranty Claims and Procedures

To process a warranty claim, please strictly adhere to the following guidelines:

  1. Diagnosis: Present the defective item along with the Sales Invoice to a PC Express technician for diagnosis. A Job Order (JO) Form will be issued for all defective items.

  2. Claiming Items: Both the Sales Invoice and the corresponding Job Order Form must be presented to claim your warranty.

  3. Lost Documentation: The Job Order Form is strictly required. If the JO is lost, you must present a notarized Affidavit of Loss and two (2) valid IDs for verification purposes.

  4. Interbranch Claims: Interbranch warranty claims are not permitted without a valid Sales Invoice.

  5. Advance Warranty Replacement (AWR): For AWR claims, the product must be returned in its original packaging with all components and accessories intact.

  6. Turnaround Time: Warranty processing typically has a standard turnaround time of thirty (30) days.

IV. Warranty Process


  1. Items covered by the warranty will be sent to the supplier or manufacturer for repair or replacement. Defective items must be returned in their original packaging with all included accessories.

  2. If a direct replacement for a defective item is unavailable, it may be eligible for an upgrade. In such cases, the customer shall pay the price difference between the original and the upgraded model. The warranty period for the replacement or upgraded item will be based on the original purchase date of the defective unit.

  3. Customers will be notified once the replacement item is available (typically within 60 days). Upon notification, a 60-day grace period is provided to claim the item.

    o When claiming an upgrade, all original boxes, accessories, and drivers from the defective item must be surrendered.

    o A storage fee of ₱50.00 per day will be charged starting on the 61st day.

    o Items remain unclaimed after 90 days from the initial notification will be forfeited in favor of PC Express.

  4. Proof of Purchase: Please always retain your Sales Invoice 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?

Order for Delivery Cancellation is still allowed if we have not yet booked the delivery.
Store Pickup If the items need to be transferred from one branch to another, the cancellation can only be done before the transfer happens. Otherwise, cancellation is still allowed if the item is not yet released to the customer.
Pre-Orders Cancellation is allowed 7 days before the release date or if the order has not yet been processed by the supplier (whichever comes first). Reservation fees and/or down payments are non-refundable.
Special Orders Orders can be canceled if the item has not been processed by the supplier or manufacturer. Reservation fees and/or down payments are non-refundable.


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.