🛠️ Warranty Policy

At Masterpiece Systems Limited, we offer reliable products from trusted brands. Most items come with manufacturer warranties that cover defects and issues under specific terms. Please read below to understand your warranty coverage and responsibilities.

Manufacturer’s Warranty

  • Many products are covered by warranties provided directly by the original manufacturers.
  • Warranty terms (duration and conditions) vary by brand and product type.
  • We do not provide warranties beyond those offered by manufacturers.
  • Warranties apply only to products purchased from Masterpiece Systems Limited.
  • All warranty claims require the original tax invoice as proof of purchase.

When Warranty Does Not Apply

Warranty coverage is void if any of the following occur:

  • Improper Use: Using the product outside manufacturer guidelines.
  • Physical Damage or Misuse: Damage from drops, impacts, liquids, or similar.
  • Unauthorized Repairs: Repairs by non-authorized technicians.
  • Tampered Seal: Broken seals not handled by us or authorized partners.
  • Missing Proof of Purchase: No original invoice or receipt.
  • Power Damage: Electrical surges or lightning, unless otherwise covered.
  • Visible External Damage: Any physical or liquid damage.

How to Make a Warranty Claim

To submit a claim:

  1. Return the product with its original packaging and all accessories.
  2. Provide the original tax invoice as proof of purchase.
  3. The item will be inspected before repair, replacement, or credit issuance.

Important:

  • Return shipping costs are your responsibility unless the product is confirmed defective and covered by warranty.
  • If no fault is found or the product is out of warranty, you will bear return shipping costs.
  • If a replacement product is unavailable, a credit note may be issued.

Advanced Swap Option

  • We may offer an advance replacement before receiving your faulty product upon prior arrangement.
  • If the returned item is found to be Not Faulty (No Fault Found – NFF), you will be charged in full for the replacement.

Repairs and Turnaround Time

  • Some repairs may require sending the product to manufacturers or international service centers.
  • Repair times can take up to 12 weeks, depending on the issue and manufacturer.
  • Our responsibility is limited to repair, replacement, or credit as determined by the manufacturer.
  • Uncollected repaired items after 30 days may be resold to recover costs.

Refurbished & Certified Refurbished Products

  • These are pre-owned items restored to full functionality by manufacturers or authorized vendors.
  • May contain reused or replaced parts and cosmetic imperfections (scratches, dents).
  • Warranty coverage is limited and governed by manufacturer terms.
  • Masterpiece provides limited support on refurbished items.

Your Responsibilities

  • You are responsible for all shipping and handling costs related to warranty returns unless agreed otherwise.
  • You must collect repaired or replaced items promptly unless other arrangements are made in writing.

Limitation of Liability

Masterpiece Systems Limited is not liable for:

  • Losses caused by equipment failure or service interruption.
  • Indirect, incidental, or consequential damages (e.g., lost business or profits).
  • Verbal promises — only written warranty terms apply.

Indemnity

By purchasing or using our products, you agree to indemnify and hold Masterpiece Systems Limited, its staff, and affiliates harmless from any third-party claims related to product defects or failures.

Need Warranty Support?

For warranty questions or claims, contact us:

📞 +254724307684
📧 sales@masterpiece.ke
🏢 Kaunda Street, Town House Building, 4th Floor, Room 406, Nairobi, Kenya

🕒 Last Reviewed: 17 August 2025