Warranty Policy

Warranty Policy

At HILLARCH TRADING LIMITED, we are committed to supplying quality mobile phones, electronics and related products, together with reliable after-sales support.

This Warranty Policy explains the warranty coverage available for products purchased through our website and how to make a warranty claim.

This warranty is provided in addition to your statutory rights under UK consumer law.

1. Warranty Coverage

Unless otherwise stated on the individual product listing, most eligible products purchased from HILLARCH TRADING LIMITED are supplied with a 12-month limited warranty, starting from the date of purchase or delivery.

This warranty may cover:

  • Manufacturing defects

  • Hardware faults arising during normal use

  • Electrical or operational failures

  • Component failures not caused by accidental damage, misuse or external factors

  • Faults that prevent the product from operating as reasonably intended

Warranty coverage applies where the product has been used normally and in accordance with its intended purpose and any applicable manufacturer instructions.

Where a product is pre-owned, refurbished or graded, its cosmetic condition at the time of purchase will be described on the relevant product listing. Pre-existing cosmetic imperfections consistent with the advertised grade are not considered warranty faults.

2. What Is Not Covered

Our limited warranty does not normally cover faults or damage caused by:

  • Accidental damage

  • Drops, impacts or crushing

  • Cracked or physically damaged screens

  • Water, liquid or moisture damage

  • Misuse, abuse or negligence

  • Improper handling or storage

  • Unauthorised repairs, modifications or alterations

  • Damage caused by third-party repairs

  • Normal wear and tear

  • Cosmetic marks, scratches or dents that do not affect functionality and were consistent with the advertised condition

  • Incorrect installation or setup

  • Use of incompatible, defective or unsuitable accessories

  • Exposure to excessive heat, moisture, corrosion or other environmental conditions

  • Malware, unauthorised software modifications or software installed by the customer

  • Damage resulting from jailbreaking, rooting or other unauthorised modification of device software

Nothing in this section limits any rights you may have where a product was faulty, damaged, misdescribed or otherwise failed to meet applicable legal requirements when supplied.

3. Batteries & Consumable Components

Rechargeable batteries naturally lose capacity over time through normal use.

Normal battery degradation resulting from age and ordinary charging cycles is not generally considered a manufacturing defect.

However, a battery that is defective rather than simply experiencing normal degradation may qualify for warranty support, subject to inspection and the applicable warranty terms.

Other consumable or limited-life items may also experience normal deterioration through use.

Accessories such as charging cables and adapters will be assessed according to the nature of the reported fault, the condition of the item and any applicable statutory rights.

4. Warranty Claim Process

To make a warranty claim, please contact our customer support team and provide:

  • Your order number or other valid proof of purchase

  • Product name and model

  • IMEI or serial number, where applicable

  • A clear description of the fault

  • Details of when the problem started

  • Photographs or videos demonstrating the issue, where reasonably possible

We may ask for additional information to help diagnose the problem.

In some circumstances, basic troubleshooting may be required before the product is returned.

If the issue cannot be resolved remotely, we may ask you to return the product for inspection and testing.

5. Returning a Device for Warranty Inspection

Before returning a mobile phone, tablet, laptop or other device containing personal information, customers should, where reasonably possible:

  • Back up important personal data

  • Remove SIM cards and memory cards

  • Sign out of personal accounts

  • Disable activation locks such as Apple Find My or equivalent services

  • Remove passwords, PINs or screen locks where required for testing

  • Perform an appropriate data reset if instructed by our support team

Please do not send accessories unless requested.

HILLARCH TRADING LIMITED cannot guarantee the preservation of information stored on a device during diagnosis, repair or replacement. Customers should therefore maintain appropriate backups of important information.

This does not exclude any liability that cannot legally be excluded.

6. Inspection & Testing

Returned products may be inspected and tested to determine:

  • The nature of the reported fault

  • Whether the fault is covered by the warranty

  • Whether accidental, liquid or physical damage is present

  • Whether the product has been modified or repaired by an unauthorised third party

  • Whether the reported issue can be reproduced

If inspection confirms that the problem is covered by the warranty, we will provide an appropriate resolution.

If no fault is found, or the problem is determined to have resulted from circumstances excluded from the warranty, we will contact you with the outcome.

Any applicable charges will be communicated where appropriate before chargeable work is carried out.

7. Warranty Resolution

Where a valid warranty fault is confirmed, depending on the circumstances and applicable consumer rights, an appropriate remedy may include:

  • Repair of the product

  • Replacement of the product

  • Replacement with an equivalent product where an identical model is unavailable

  • Price reduction where appropriate

  • Partial or full refund where appropriate

The remedy available will depend on factors including the nature of the fault, product availability, the age of the product and your applicable statutory rights.

Any replacement supplied under our commercial warranty will be of an appropriate equivalent specification and condition. We will not use the commercial warranty to reduce any statutory entitlement you may have to a particular remedy.

8. IMEI, Serial Numbers & Device Identification

For mobile phones and other serialised electronic products, the IMEI or serial number of the returned device may be checked against our sales records.

Warranty support may be refused under the commercial warranty where:

  • The returned IMEI or serial number does not match the product originally supplied

  • Identification labels or serial numbers have been deliberately removed or altered

  • There is reasonable evidence that the returned product is not the product purchased from HILLARCH TRADING LIMITED

These measures help protect customers and our business against fraudulent warranty claims.

9. Data & Personal Information

Customers are responsible for backing up personal data before returning a device wherever reasonably possible.

Repair, diagnostic or replacement procedures may result in data being erased.

This may include:

  • Photographs

  • Videos

  • Contacts

  • Messages

  • Applications

  • Documents

  • Account information

  • Device settings

We recommend regularly maintaining an independent backup of important information.

Nothing in this policy excludes or limits liability where doing so would be unlawful.

10. Manufacturer Warranty

Certain products may also include a separate manufacturer’s warranty.

Where a manufacturer warranty applies, you may be able to obtain support directly from the manufacturer.

A manufacturer’s warranty is separate from your statutory rights against HILLARCH TRADING LIMITED as the retailer.

We may provide available purchase information to assist with a manufacturer warranty claim where appropriate.

11. UK Consumer Rights

Our 12-month commercial warranty is in addition to, and does not replace, your statutory consumer rights.

Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.

Where goods are faulty, consumers may have statutory rights to remedies including a refund, repair, replacement or price reduction depending on the circumstances and when the fault is identified.

For example, UK consumer law generally provides a 30-day short-term right to reject qualifying faulty goods. After that period, repair or replacement remedies may apply. Statutory rights may continue beyond the duration of a commercial warranty.

Therefore, the expiry of our 12-month warranty does not automatically mean that you have no legal rights regarding a faulty product.

Nothing in this Warranty Policy is intended to restrict, exclude or replace your statutory rights.

12. Business Customers

Statutory consumer protections referred to in this policy generally apply to individuals purchasing primarily for purposes outside their trade, business, craft or profession.

Purchases made wholly or mainly for business purposes may be subject to different legal rights and contractual terms.

Where you are purchasing products as a business customer, please contact us if you require clarification regarding applicable warranty coverage.

13. Fraudulent or Misleading Claims

We reserve the right to investigate warranty claims where there are reasonable grounds to suspect fraud, product substitution, deliberate damage or misrepresentation.

We may reject a claim under our commercial warranty where there is reasonable evidence that:

  • The product was deliberately damaged

  • A different product has been returned

  • The IMEI or serial number has been altered

  • The product was not purchased from HILLARCH TRADING LIMITED

  • False or misleading information has been supplied in connection with the claim

Nothing in this section affects legitimate statutory rights.

14. Changes to This Warranty Policy

HILLARCH TRADING LIMITED may update this Warranty Policy from time to time to reflect changes to our products, services, business practices or applicable requirements.

The latest version will be published on our website.

Changes will not unlawfully remove statutory rights relating to purchases already made.

15. Contact Information

For warranty claims, technical support or questions regarding this policy, please contact:

HILLARCH TRADING LIMITED

45 Tooting High Street
London
England
SW17 0SP
United Kingdom

Phone: +44 7350 028123
Email: sales@hillarchtrade.co.uk

Company Number: 6447143
VAT Number: 508204519

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