Warranty & Repairs

This page explains how product-specific warranties and repairs are handled for items ordered through SantonViva. A warranty is separate from the seven-day return request process described in our Return & Refund Policy.

1. When does a warranty apply?

A warranty applies only when it is stated on the product listing or supplied by the relevant manufacturer or seller. Warranty coverage, duration, repair location, required documents, and available remedies depend on those product-specific terms.

If no warranty is advertised or supplied, do not assume that the product includes one. The product must still arrive in the condition described, and eligible delivery problems may be reported under the Return & Refund Policy.

2. Who provides the warranty?

  • Manufacturer warranty: provided and administered according to the manufacturer’s terms and authorised service arrangements.
  • Seller warranty: provided by the independent seller under the terms stated on the listing, receipt, or warranty document.
  • SantonViva’s role: SantonViva records the order, helps communicate with the seller, and assists with reasonable warranty coordination. SantonViva does not automatically become the warranty provider for an independently sold product.

3. What a warranty may cover

Subject to the product-specific terms, a warranty may cover manufacturing defects, internal faults arising during normal use, or failure of an included component. The warranty provider decides whether an eligible remedy is diagnosis, repair, replacement, or another stated resolution.

4. What a warranty normally does not cover

  • Accidental, deliberate, liquid, impact, or cosmetic damage.
  • Normal wear and tear or consumable parts.
  • Incorrect installation, misuse, neglect, or use outside supplied instructions.
  • Unauthorised repair, modification, tampering, or removal of serial labels.
  • Damage caused by unsuitable power, accessories, storage, transport, or external events.
  • A fault or condition expressly excluded by the applicable warranty terms.

5. Warranty period

The warranty period begins and ends according to the terms supplied with the product. Keep the SantonViva order information, seller receipt where supplied, serial number, packaging, and warranty document. Contact support before ordering if warranty coverage is important and the listing is unclear.

6. How to request warranty assistance

  1. Contact SantonViva with the order number and product name.
  2. Describe the problem and when it began.
  3. Provide clear photographs or video, the serial number, and warranty document where relevant.
  4. Do not open, dismantle, or give the product to an unauthorised repairer while the claim is being reviewed.
  5. Wait for confirmed inspection, delivery, seller, or authorised-service instructions.

Because products are currently held and dispatched by independent sellers, the correct inspection or service destination depends on the product and warranty provider. Do not send or take the product to an unconfirmed address.

7. Inspection, repair, and replacement

The warranty provider may inspect or test the product before approving a remedy. Repair time depends on diagnosis, parts, seller or manufacturer procedures, and service capacity. A temporary replacement product is not guaranteed unless the applicable warranty specifically provides one.

8. Products without a formal warranty

Fashion, footwear, bags, beauty items, accessories, and many everyday products may not include a formal warranty. If such a product arrives damaged, incorrect, counterfeit, or materially different from its listing, contact SantonViva within seven days after delivery and follow the Return & Refund Policy.

9. Warranty support

  • WhatsApp/Phone: +256 700 948 008
  • Email: sales@santonviva.com
  • Support page: santonviva.com/contact-us/

Please include the order number whenever you request warranty or repair assistance.