Effective from December 21, 2022
At Native Union we pride ourselves on constant and undivided attention to details and the quality of our products, materials, and manufacturing processes. We always stand behind our products.
Here we’re happy to share our Product Warranty Policy with you. We hope you won’t have to put it in practice as quality and durability are always at the core of our product development process and something we strive towards every day. We still however encourage you to get familiar with our policies and join our community to benefit from them in full.
Thanks for your support, for believing in what we do and for being part of our journey!
Warranty duration
General Term
At Native Union we warrant our products against defects in material or workmanship for a period of 2 years from the original date of purchase of the product by the Consumer (the “Warranty Period”) even if your local laws demand a shorter period, to make sure you benefit from our 2-years warranty wherever you are, PLEASE REGISTER YOUR PRODUCT HERE.
Our Warranty policy does not cover any repair or replacement costs for any damage to your device because of the use of any of our products. We also do not express or imply warranties of any kind whatsoever with respect to the product in terms of particular purpose, design, merchantability, condition, quality, or performance of our product.
Native Union cannot be held liable for any indirect, incidental, or consequential losses arising from the use of its products. The entire liability of Native Union and its suppliers shall be strictly and unequivocally limited to the price you paid for the product.
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Refurbished Products
For all intents and purposes, by “refurbished” we mean a product or part that has been substantially returned to its original specifications* by our Native Union engineering and quality assurance teams.
Refurbished products are not occurring frequently. But in that rare occurrence, refurbished products are covered by a 1-year Warranty Period.
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Limited Lifetime Warranty
We’re very pleased to offer ‘Limited Lifetime Warranty’ for our ultra-strength Charging Cables, so you can rest assured that your cable will stand the test of time and normal use. Only cables purchased after March 2017 are covered by our Limited Lifetime Warranty. You’ll also see this by the ‘Limited Lifetime Warranty’ icon on the original packaging of your product.
With the innovative and ever evolving industry we’re in, please note that our ‘Limited Lifetime Warranty’ is referring to the lifespan of the product itself, and not to the technology it may be associated with, as charging protocols and standards evolve constantly. Over time, products will naturally become worn and obsolete, and materials and parts will wear down (what we can classify as normal wear and tear). Products may also become irrelevant and/or unusable due to advances in technology.
Our ‘Limited Lifetime Warranty’ is therefore defined as the product will work over its reasonable lifespan the way it is supposed to under normal conditions and consumer use. With respect to this, we’ve determined that the reasonable lifespan of our Charging Cables that are subject to this extended warranty to 5 years from the date of your purchase of the product.
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Activation of the Limited Lifetime Warranty
To enjoy the benefits of our ‘Limited Lifetime Warranty’ for the applicable products, please activate it by registering your product on our official website (nativeunion.com) within 30 days from the day of purchase.
Follow these simple steps:
- Access our ‘product registration page’ on our official website – either manually via your browser of choice or through the QR code from the original packaging of your new product
- Enter your details as per the form – if you have any doubts or hesitations, please refer to our Privacy Policy that will answer all the questions you may have on how your information is kept safe
- … and then submit - Done!
And please do not forget to join our Inner Circle to enjoy more benefits from us!
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What does our Warranty cover?
The Native Union Warranty covers all functional aspects of the Product under normal use. Only original, unaltered, and unmodified materials and workmanship are covered by the Warranty. The warranty applies only for the products obtained and purchased from Native Union retailers or Native Union official website.
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What our Warranty does not cover?
Our Warranty does not cover any abuse, defects resulting from inappropriate, incorrect use or the misuse of the product by you, including but not limited to:
- Misuse or mishandling of the product, such as connection to the wrong voltage, connection with other non-compatible or defective/malfunctioning devices and/or other
- Exposure to all types of excess and abnormal situations, such as excessive humidity, heat, exposure to liquids, sand or other contaminants, excessive force, and pressure and so forth
- Consequences or exposure to forces of nature, such as (but not limited to) flooding, droughts, earthquakes and/or any other natural disasters
- Installation and application failures
- Theft and loss of the product
- Lack of maintenance and/or care
- Normal wear-and-tear
- Negligence or accidents
- Alterations of the product by you and/or by a non-authorized third party
- Non-compliance with the manual instruction provided inside the packaging or on our website, when applicable and available
Our Warranty Policy clearly and unequivocally does not cover any other products that may be used in conjunction with Native Union products, such as smartphones, tablets, computers, headphones, accessories, and/or other devices and other personal property. Native Union and its affiliates will not be liable in any way regarding these devices.
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Under which conditions does the Warranty apply?
You are eligible to pursue a claim under a few easy conditions:
- You are able to present the product in question.
- You are able to present the official receipt of the product, clearly showing the product reference, the date and place of purchase, the retailer’s name and the price of the product.
- You have activated the ‘Limited Lifetime Warranty’ on the nativeunion.com if the product qualifies for it (see full list of ultra-strength Charging Cables here) within the accepted submission period of 30 days of receiving your product.
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Your claim – an easy process
If you find yourself in the unlikely situation of having to make a claim, we’ll make it simple for you. Just follow these simple steps to make sure we’ll be able to help you and solve your problem:
Step 1: Get in touch with our Native Union Customer Support Team through nativeunion.com via any of the contact methods provided. Go to the Support Page to determine the problem and its most appropriate solution.
Step 2: Our Customer Service Team will ask you to complete a ‘Claim Form’ that specifies the issue. You will have to provide:
- Proof of purchase
- Photos and/or a video of the faulty Product
- A short description (in a few words) of what has happened to the Product and under what circumstances
Step 3: With the above information at hand, our Customer Service Team will examine your claim and will get back to you as quickly as possible. Your claim inquiry may be accepted or rejected based on the information you will provide.
To obtain the benefit of the Warranty, you might be asked to deliver the Product in question for further inspection via prepaid transportation to Native Union at your own expense. If the claim is accepted, the fees for transportation will be refunded to you, but not if the claim is rejected.
Native Union does not assume the risk of loss of the Product during shipment from you to Native Union.
After the product is delivered to Native Union, the Native Union Engineering and Quality Team will inspect the Product carefully. The Customer Service Team will then contact you within fourteen (14) business days upon receiving the Product to share the results of the inspection and inform you of the follow up that Native Union is agreeing to (either refund you or replace the product, or an equivalent product, depending on stock availability). See OUR WARRANTY POLICY below.
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Shipping of claimed Product
If the claim is approved by Native Union, the costs associated with shipping the Product to Native Union and back to you shall be borne by Native Union and/or reimbursed to you. Please note that receipts of these costs will be expected to be presented for this reimbursement to be done.
In case the Product is repaired or replaced, the new Warranty runs from the day you receive the new Product.
Shipping costs to Native Union will not be covered by Native Union in the following situations: (i) if the products are returned for any reason other than a proven and accepted defect; (ii) if the warranty claim is triggered from another country than the original country of purchase; (iii) if costs are associated with unauthorized returns (any returns made outside of the approved warranty process).
In case the returned items found by Native Union quality control to be in working condition, the shipping costs shall be borne by you.
It is preferred that you choose a mailing option with tracking for the return package. If the package does not reach us, we will not be able to issue any refund or process an exchange for your product.
OUR WARRANTY POLICY
Our manufacturer’s warranty is not intended to change or limit your right under the laws of the country in which you purchased Native Union product.
Native Union does not warrant and is not responsible for any other product or device made by anyone other than Native Union.
If a material or workmanship defect arises with regards to any Native Union product and a valid claim is received within the Warranty Period, we will at our discretion: (i) repair the Native Union product using new or refurbished parts; (ii) replace the Native Union product with a new or refurbished Native Union product; or (iii) refund the purchase price of the defective Native Union product. You may also have other legal rights under the applicable local consumer protection law.
We cannot guarantee that the exact style, color, or product for the claim will be in stock at the time that your warranty claim is processed. Should a dispute between you and Native Union arise on the option to choose, the final decision is at the discretion of Native Union.
For clarity’s sake, products covered either by our ‘Limited Lifetime Warranty’ or by our manufacturer’s warranty may not be replaced in case its production is suspended, or materials and parts may not be available any longer. In this situation Native Union may opt to offer a credit for the amount paid for the original products.
The products purchased at final discounted price in regard to discontinuation and/or liquidation of inventory on Native Union website or at the stores of our authorized retailers are sold “as is” and no returns, replacement or warranty will be provided. ‘Limited Lifetime Warranty’ will not be applicable for Cables purchased at a “last chance to buy” discounted prices.
Except for the limited warranty expressly set forth above or to the extent restricted or prohibited by applicable law, Native Union expressly disclaims any and all other warranties express or implied, including any warranty of quality, merchantability or fitness for a particular purpose and you specifically agree that Native Union shall not be liable for any special, incidental, indirect, punitive or consequential damages for breach of any warranty of any type on any Native Union product. For the avoidance of doubt, the limited warranty does not cover damage that arose from negligence, misuse, wear-and-tear, or failure to follow the product instructions (e.g., dropping the product etc.). In addition to and without limiting the generality of the foregoing disclaimers, the limited warranty does not, under any circumstances, cover the replacement or cost of any non-electronic, electronic device (including but not limited to any mobile phone devices) or personal property inside or outside of the Native Union product.
WARRANTY GOVERNING LAW
The Warranty is governed by the laws of the Hong Kong Special Administrative Region. The Warranty shall not affect any additional rights that you may have under the laws of the jurisdiction where the Product was bought and governing the sale of consumer goods.
DEFINITIONS
Customer
The person owning the Product, hereabove referred as “you”.
Native Union
The company DESIGN POOL LIMITED (trading as “Native Union” or “Native Union Paris”), a company incorporated in Hong Kong and having its registered office at 33/F, 88 Hing Fat Street, Hong Kong, affiliated companies and assignees.
Product
The Native Union product that is (i) accompanied by this warranty and (ii) that is bought directly from Native Union or from an authorized dealer (this does not apply to used or refurbished purchases).