Warranty Policy

Last updated: 21 October 2026

1. Scope

1.1 This Warranty Policy forms part of the Terms of Use and the Terms of Sale. It explains how manufacturer warranties apply to Products sold by NEXTAURA 360 L.L.C-FZ through the Platform, and how we assist you with warranty claims.

1.2 Capitalised terms that are not defined in this Warranty Policy have the meanings given to them in the Terms of Use. References to “we”, “us” and “our”, and to “you” and “your”, have the meanings given in the Terms of Use. The terms “Change-of-Mind Return” and “Fault Return” have the meanings given in the Returns and Refund Policy.

1.3 This Warranty Policy applies to Products sold by us, whether the Order is delivered in the United Arab Emirates or to an international destination. It applies only to the original Order and to Products that we sold.

1.4 The version of this Warranty Policy published on the Platform at the time an Order is placed applies to that Order. Changes to this Warranty Policy take effect when published on the Platform, except that a material change takes effect for Account holders fourteen (14) days after we notify them of it by email. You should review the Policies regularly.

1.5 This Warranty Policy is published in English and in Arabic. For consumers in the United Arab Emirates, the Arabic version prevails if the two versions differ.

1.6 This Warranty Policy does not limit your rights under the Returns and Refund Policy, the UAE consumer protection law or any other mandatory consumer law that applies to you, as further described in clause 9.

2. Manufacturer’s warranty

2.1 Where a Product carries a manufacturer’s warranty, this is stated on the Product page, and the warranty card or warranty terms are supplied with the Product or provided by us on request.

2.2 The warranty is given by the manufacturer of the Product. The warranty period, what the warranty covers, the remedies available under it, and the conditions for making a claim are those set by the manufacturer in its warranty terms.

2.3 We do not give a separate contractual warranty of our own in addition to the manufacturer’s warranty, and we do not change, shorten or extend the manufacturer’s warranty terms. This does not affect our own obligations as seller under the UAE consumer protection law, including the obligation to honour the warranties that apply to a Product and to repair or replace a defective Product or refund its price, which apply to us whether or not the manufacturer meets its warranty.

2.4 Whether a repair or replacement under the manufacturer’s warranty extends or restarts the warranty period is determined by the manufacturer’s warranty terms.

2.5 The manufacturer may require a warranty claim to be dealt with by the manufacturer itself, by its local agent, or by an authorised service centre. Where this applies, the manufacturer’s warranty may be affected if a Product is opened, serviced or repaired by any other person.

3. Assistance with warranty claims

3.1 We assist with warranty claims for Products that we sold. A warranty claim is made by contacting Customer Service using the details in clause 10 and stating:

the Order number;
the Product concerned and, where applicable, its serial number or IMEI number; and
a description of the fault and the date on which it became apparent.

3.2 Proof of purchase. The manufacturer may require proof of purchase. The invoice issued for the Order, together with the Order Confirmation and the order details in your Account, serves as proof of purchase. On request, we provide free of charge a copy of the invoice for a Product that we sold, as set out in the Payments, Pricing and Promotions Policy.

3.3 Information and photographs. We may ask for a fuller description of the fault and, where available, photographs or a video, so that we can assess the claim and decide how to proceed with it.

3.4 Within the Fault Return period. Where the fault becomes apparent and is reported within the period for a Fault Return under the Returns and Refund Policy, we inform you that the claim may be handled as a Fault Return. You may choose to proceed with a Fault Return, with free collection in the United Arab Emirates, a refund of the delivery fee, and the refund or Exchange options set out in the Returns and Refund Policy, or to proceed under the manufacturer’s warranty.

3.5 Under the manufacturer’s warranty. Where the claim proceeds under the manufacturer’s warranty, we do one or more of the following, depending on the manufacturer’s process:

give you the details of the manufacturer, its local agent or its authorised service centre, and the information needed to make the claim directly;
contact the manufacturer or its agent on your behalf and pass on the details of the claim; or
arrange for the Product to be collected and sent to the manufacturer, its agent or its authorised service centre.

3.6 Inspection. The manufacturer, its agent or its authorised service centre inspects the Product to decide whether the fault is covered by the warranty. Where we arrange collection under clause 3.5(c), we may also inspect the Product before it is sent on, in the manner described in the Returns and Refund Policy.

3.7 Costs. Any cost of sending the Product to the manufacturer, its agent or its authorised service centre, and any charge made for work not covered by the warranty, is governed by the manufacturer’s warranty terms. We inform you of any such cost before it is incurred, and no such cost is incurred without your agreement. This clause does not apply to a Fault Return, which follows the Returns and Refund Policy.

3.8 Updates. Where we are handling or forwarding a claim, we keep you informed of its progress and of the outcome communicated to us by the manufacturer.

4. Outcome of a warranty claim

4.1 Where a claim is accepted under the manufacturer’s warranty, the manufacturer decides, in accordance with its warranty terms, whether the Product is repaired or replaced, or whether a refund is given. Where the manufacturer does not repair, replace or refund a Product that is defective, you keep your rights against us under the Returns and Refund Policy and applicable law.

4.2 Where a claim is rejected by the manufacturer, we pass on the reason given by the manufacturer and, where the Product was sent through us, we arrange the return of the Product to you.

4.3 If you disagree with the outcome of a claim, you may contact Customer Service. We review the information available to us and, where appropriate, raise the matter with the manufacturer. You may also use the complaints procedure described in clause 9.

4.4 Where the fault entitles you to a Fault Return under the Returns and Refund Policy, the outcome of a manufacturer’s warranty claim does not prevent you from exercising that right.

4.5 Where a Product is returned to you through us after a warranty claim, you may report to Customer Service any damage to the Product, any missing item that was sent with it, or any failure of the repair. The report must be made within seven (7) days of receiving the Product. We raise the matter with the manufacturer, its agent or its authorised service centre, and we inform you of the outcome. The period in this clause 4.5 does not shorten any period or limit any right you have under the Returns and Refund Policy, the UAE consumer protection law or any other mandatory consumer law that applies to you.

5. What a manufacturer’s warranty does not usually cover

5.1 The scope of each manufacturer’s warranty is set by its own terms. Manufacturer’s warranties do not usually cover:

damage caused by misuse, neglect, or use that does not follow the manufacturer’s instructions;
accidental damage, including damage from drops, impact, liquid, fire or power surges;
damage caused by repair, servicing, opening or modification of the Product by a person not authorised by the manufacturer, including unauthorised changes to the Product’s software;
normal wear and tear, including cosmetic wear such as scratches and fading;
consumable parts and items that are designed to wear out or be replaced in normal use, such as filters, bulbs, cartridges and, unless the manufacturer’s terms state otherwise, batteries;
damage caused by accessories, parts or consumables that are not original or approved by the manufacturer; and
Products whose serial number or other identifying mark has been removed, altered or made illegible.

5.2 The examples in clause 5.1 describe what manufacturers usually exclude from a warranty. They do not limit the Returns and Refund Policy. A Product that was damaged, defective, incorrect or not as described when it was delivered, or that develops a fault that is not caused by any of the matters in clause 5.1, remains eligible for a Fault Return in accordance with the Returns and Refund Policy.

5.3 Nothing in this clause 5 limits your rights under the UAE consumer protection law or any other mandatory consumer law that applies to you.

6. Products without a manufacturer’s warranty

6.1 Where the Product page does not state a manufacturer’s warranty, we do not provide or pass on a manufacturer’s warranty for that Product.

6.2 A Product sold without a manufacturer’s warranty is still covered by the Returns and Refund Policy, including the right to a Fault Return, and by your rights under the UAE consumer protection law and any other mandatory consumer law that applies to you.

6.3 If a Product sold without a manufacturer’s warranty develops a fault, you may contact Customer Service. We assess the matter in accordance with the Returns and Refund Policy and applicable law.

7. Customers outside the United Arab Emirates

7.1 This Warranty Policy applies to Orders delivered to international destinations in the same way as to Orders delivered in the United Arab Emirates, subject to this clause 7.

7.2 A manufacturer’s warranty may be valid only in certain territories, or may require service through an authorised service centre in a particular territory. Whether the manufacturer’s warranty can be used in your country is determined by the manufacturer’s warranty terms. Where this information is available to us, we provide it on request.

7.3 Where the manufacturer’s warranty cannot be used in your country, we assist you in accordance with clause 3 to the extent that the manufacturer’s process allows.

7.4 For a Fault Return of an Order delivered outside the United Arab Emirates, we pay the cost of return shipping in accordance with the Returns and Refund Policy.

7.5 Nothing in this Warranty Policy affects the mandatory consumer laws of your country of residence, including any rights they give you where a Product is defective.

8. Data and device preparation

8.1 Before you hand over a Product that can store information for inspection, repair or replacement, you are responsible for:

backing up any data, files, photographs, settings and software you wish to keep;
removing your personal data from the Product;
signing out of all accounts on the Product; and
disabling any password, screen lock, activation lock or device-location service linked to your account.

8.2 Repair or replacement may result in the loss of data, software or settings stored on the Product. A replaced Product is supplied without the data held on the original Product.

8.3 Accessories, memory cards, SIM cards, cases and other items that are not needed for the claim should be removed before the Product is handed over. Where we arrange collection, we tell you which items to include with the Product.

8.4 We are not responsible for the loss of data stored on a Product handed over for a warranty claim, except to the extent that the loss is caused by our breach of this Warranty Policy or by our negligence. The handling of data by the manufacturer, its agent or its authorised service centre is subject to their own terms.

8.5 Any personal data that we process in connection with a warranty claim is handled in accordance with the Privacy Policy.

9. Relationship with Fault Returns and consumer law

9.1 A manufacturer’s warranty is in addition to, and does not replace, your right to a Fault Return under the Returns and Refund Policy. Where both apply, you may choose which to use, as described in clause 3.4.

9.2 This Warranty Policy does not limit or exclude your rights under the UAE consumer protection law, including your rights where a Product is defective or does not conform to the Order. Those rights apply whether or not the Product carries a manufacturer’s warranty, and whatever the terms of that warranty.

9.3 If you live outside the United Arab Emirates, you keep the protection of the mandatory consumer laws of your country of residence.

9.4 If any provision of this Warranty Policy is less favourable to you than a mandatory provision of the consumer law that applies to you, the mandatory provision applies in its place.

9.5 Complaints about a warranty claim may be made free of charge by email, telephone or WhatsApp under the complaints procedure in clause 23 of the Terms of Use, which is summarised in the Consumer Rights notice. A complaint is acknowledged within two (2) Working Days with a reference number, receives a full response within fourteen (14) days, and may be escalated to a manager. Consumers in the United Arab Emirates may also contact the UAE Ministry of Economy and Tourism consumer protection line on 800 1222, and consumers outside the United Arab Emirates may contact the competent consumer authority in their country.

10. Contact us

10.1 Questions about a manufacturer’s warranty, and warranty claims for Products that we sold, may be directed to Customer Service using the details below.

NEXTAURA 360 L.L.C-FZ (One Basket)

Registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates

Email: info@onebasket.ae · Telephone and WhatsApp: +971 55 137 8765

Customer Service hours: 10:00 a.m. to 6:00 p.m. (UAE time)