Warranty requirements

Providing a clear product warranty builds trust with your customers, protects your brand reputation, and ensures compliance with consumer protection laws. When listing products on noon, you must choose the correct warranty classification and duration for your items.

Part 1: Choose Your Warranty Type

When you list or update a product, you must select one of the following three classifications:

• Brand or Manufacturer Warranty:  Products officially imported and supplied by the manufacturer or brand for a specific region or country are covered under the manufacturer’s or brand’s warranty. This warranty ensures repair, replacement, or refund support in the event of defects within the specified warranty period. It confirms that the product meets the required quality standards and provides customers access to authorized service centers for technical support at no additional cost for covered defects.
  

  These products can be repaired at any authorized brand or manufacturer service center without limitation during the applicable warranty period. Selecting this option ensures that the product complies with regional quality and regulatory standards while guaranteeing the customer’s right to receive direct support from the brand or its authorized service providers throughout the warranty period.

  Note: If a Brand or Manufacturer Warranty is selected, the seller must ensure that accessible walk-in service centers are available in major cities or that the brand provides support through online channels.

  Sellers must provide and maintain complete Brand or Manufacturer Service Center details to ensure regional compliance and accessible customer support. To learn how to add, update, or request the deactivation of a service center, click here to visit our help center article.

• Seller Warranty: Under this classification, the seller assumes full responsibility for providing comprehensive warranty coverage and related services, ensuring strict compliance with the consumer protection laws of the country in which the product is offered.

• No Warranty: This classification applies to products that are listed and sold without any coverage from the seller, brand, or manufacturer's warranty.

If a seller is offering renewed or refurbished products, such products must also be classified under “Seller Warranty,” unless the products are sourced directly from the brand and are officially covered under a valid “Brand or Manufacturer Warranty.”

In the case of upgraded or modified products, here the original product specifications have been modified by the seller, such products must also be classified under “Seller Warranty,” unless the seller has formal confirmation or alignment from the brand or manufacturer stating that the product will continue to be supported under a valid “Brand or Manufacturer Warranty.”

Critical Compliance Rules (Disclaimers)

You must classify your products exclusively under Seller Warranty if your items fall into any of the following categories:

1. International Stock: If the brand does not provide valid warranty support in the customer's destination country for the full required duration.

2. Renewed or Refurbished Products: Unless they come directly from the brand and carry an official manufacturer warranty.

3. Upgraded or Modified Products: If you have altered the original product specifications, unless you have formal confirmation from the manufacturer that they will still support the item.

Part 2: How to Update Your Warranty

You can manage your warranty settings in Seller Lab either for a single product or in bulk for multiple listings.

Option A: Updating a Single SKU

- Log into Seller Lab, click on Catalog on the left menu, and select My Catalog.

- Find or search for the specific SKU you want to update.

- Click on the product to open its details page, then click the Offer tab.

- Scroll down to the Warranty section. Select the Warranty Type from the dropdown menu 

- Then input the Duration in months (must be between 24 to 60 months).

- Click Save Changes at the top right to apply the update to the live site.

Option B: Updating Warranties in Bulk (Excel/CSV Upload)

If you have multiple products to update at once, you can use the Bulk Import tool:

- From the left menu, click Catalog and then select Imports.

- Click Add Import at the top right of the page.

- Set the Type dropdown to Warranty and the Subtype to Warranty Update.

- Click Download Template to get the spreadsheet.

- Fill in the template using the required columns:

1. country_code: The marketplace country (e.g., AE).

2. psku: The standardized noon product SKU code.

3. business_model: Must match noon, Global, or Supermall.

4. warranty_type: Must be written exactly as manufacturer, seller, or no_warranty.

5. warranty_duration: Enter a plain number representing months (e.g., 12, 24). Do not add words like "months" or "years".

- Go back to Seller Lab and then click on Next.

- Upload your file or use the paste tool, and click Submit.

You can track the processing status under the Warranty tab on the Imports page. If your file contains many rows, refresh the page after a short wait until it marks as Complete.

Part 3: Bulk Import Best Practices & Tips

To ensure your bulk file processes successfully without any formatting hiccups, follow these quick tips:

1. File Format Matters: The product catalog does not import older .xls files. Always save your file as .xlsx, .csv, or .tsv.

2. Fixing Formatting Errors: If you encounter persistent text formatting issues when saving your file, use the Paste tab feature in Seller Lab to copy and paste your data directly into the portal instead of uploading the sheet.

3. Proper Text Encoding: 
   - Windows users: Select Save As > Save as type > Unicode Text.
   - Mac users: Select Save As > Format > UTF-16 Unicode Text.

4. One Row per Offer: Ensure each individual row in your file represents exactly one single offer (e.g., one mobile phone, one toy, or one T-shirt).

5. Quick Minor Changes: If you only need to make a few small edits to your catalog, a fast way to do it is to export your current data from the Exports tab, edit the warranty columns in that file, and import it right back into Imports.

6. Be Patient with Large Files: If your file contains thousands of updates, it might take a little time to process. Use the Refresh button at the top right of the imports page until the status switches to Complete.

Part 4: Troubleshooting Common Bulk Errors

If a row fails during upload, it is usually due to one of these common mistakes:

• Error: "The psku_code does not match any existing product"

  • Why this happens: The psku entered in your sheet is incorrect or doesn't exist in your catalog. Double-check that it perfectly matches your active products before re-uploading.

• Error: "Invalid warranty_type value"

  • Why this happens: The system only accepts lower-case values written exactly as: manufacturer, seller, or no_warranty. Any other spelling, capitalization, or text will cause that row to fail.

• Error: "Invalid warranty_duration format"

  • Why this happens: The duration field must be a plain number representing months (e.g., 6, 12, 24). Never include words like "months" or text like "1 year".

Part 5: Customer Warranty Claims

Products sold with valid warranty coverage are fully eligible for service under the noon Warranty Policy. If a customer files a valid claim, the request will be processed, managed, and resolved according to standard warranty guidelines and applicable local consumer protection terms. For complete procedural details, please read the official Warranty Policy page.

That's it!

Got any more questions?

Contact us on seller@noon.com.