Seller warranty policy

Introduction

The warranty commitment you provide to customers is instrumental in strengthening consumer trust and confidence, encouraging them to purchase your products on the noon platform. As a seller, you are accountable for upholding this promise and ensuring that all branded and non-branded products you offer are supported by a clear and reliable warranty in accordance with noon's policies.

Customers are entitled to initiate a warranty claim within the specific coverage period designated at the time of purchase. In accordance with applicable consumer protection laws, the seller, their authorized service center, or the brand’s service center is responsible for resolving the claim within fourteen (14) days from the date the item is delivered to them. The resolution must involve repairing the item or replacing it with an equivalent or upgraded model if the original is unavailable or authorizing a refund if neither repair nor replacement is feasible.

Note: Failure to complete the warranty resolution within the specified timeframe by the seller, their authorized service center, or the brand’s service center may result in noon issuing a full refund to the customer, with the refunded amount debited from the seller’s account.

Note: All durations in this policy are calendar days unless explicitly marked as 'business days’.

Legal Obligations for Warranty Coverage

In accordance with applicable consumer protection laws, a warranty is mandatory for specific product categories—most notably electronics, electrical appliances, and durable goods—within the UAE, KSA, and Egypt. Failure to uphold these legal requirements for the designated categories may lead to the imposition of penalties or other regulatory measures by the governing authorities.

Note: Furthermore, noon reserves the right to execute a full refund to the customer, with the corresponding amount debited directly from the seller’s account.

Warranty Coverage Types

Brand or Manufacturer Warranty: Warranty services are provided and managed by the brand or manufacturer through their authorized service centers.
Seller Warranty: Warranty services are fully managed and supported by the seller in accordance with noon’s warranty policies and timelines.
No Warranty: Products sold without any warranty coverage are not eligible for repair, replacement, or refund under warranty claims.
Warranty Type Configuration Updates: For comprehensive guidance regarding configurations and warranty update procedures, please visit Procedures for Warranty Updates

Regional Warranty Requirements

KSA: In accordance with local regulations, a two (2)-year warranty is mandatory for all electronics, electrical appliances, and machinery. For electronic accessories, these may vary as per brand or manufacturer policy.
UAE: a one (1)-year warranty coverage is required for electronics, electrical appliances, and machinery. For electronic accessories, these may vary as per brand or manufacturer policy.
Egypt: Durable commodities must be supported by a two (2)-year guarantee, effective from the delivery date. Sellers are obligated to provide coverage against manufacturing defects, adhering to all legal requirements and any superior contractual terms granted to the consumer.
Bahrain, Kuwait, Qatar, Oman: Warranty obligations are governed by the respective local laws of each country.

Claim Handling Process: Brand or Manufacturer Warranty

For claims under a Brand or Manufacturer Warranty, noon will provide customers with the brand’s authorized service center information, as provided by the seller, or details collected from official brand channels, or details obtained from other trusted sources as specified by noon.

It is the seller’s responsibility to regularly review and ensure the accuracy of the service center details. If any discrepancies are identified, the seller must request an update through the appropriate channel to noon for correction or modification. Service center details can be viewed on the Service Center Management page in Seller Lab.

If a claim is rejected by a brand or manufacturer’s authorized service center for reasons other than customer misuse—such as the item being counterfeit, pre-activated, or intended for a different region—and the customer requests further assistance, noon will review and validate the rejection received from the customer, brand, or service center.

If the rejection is confirmed to be due to non-misuse reasons, noon will issue a full refund to the customer and debit the corresponding amount from the seller’s account. Such action may be taken within sixty (60) days from the date the rejection request is received.

The seller will be notified of the refund via email, and the standard warranty RTV procedure will subsequently be initiated for the refunded items.

The seller may raise a dispute against such refund within seven (7) days from the date of refund notification sent to the seller’s warranty email address. Any dispute raised after this period will not be considered valid.

Furthermore, in cases where noon decides to pick up a customer claim and submit it to the service center on behalf of the customer, and the service center fails to resolve the issue within the agreed 14-day TAT from the date of delivery, noon reserves the right to issue a refund to the customer. Furthermore, noon reserves the right to debit the refunded amount from the seller’s account. noon will facilitate the recovery of the defective unit from the service center and return it to the seller through the standard warranty RTV process.

While noon will facilitate the sharing of service provider contact details, the seller remains responsible for coordinating directly with the service center to recover the refunded unit or monitor repair progress.

Important Note: For items sold under manufacturer warranty, noon reserves the sole discretion to determine whether the customer should be directed to the service centre directly or whether the item should be collected from the customer by noon and forwarded to the service centre on the customer’s behalf for repair.

How to update your Brand or Manufacturer Service center Details, click here

Claim Handling for Brand or Manufacturer warranty(Bulky Item)

Products classified as bulky items by noon are eligible for on-site technical support or home service within seven (7) days from the date of the first notification sent to the brand or manufacturer service support centre. For these items, the brand is responsible for ensuring door-to-door service coverage across the region. If the item needs to be transported from the customer location for further repair or maintenance, the brand-authorized service centre will have an additional seven (7) days to complete the repair and deliver the unit back to the customer.

Under no circumstances should the service provider exceed the overall fourteen (14) days SLA from the date of first notification sent to the brand or manufacturer service support centre, including cases where the unit has been picked up from the customer location for repair. This includes any required second visit, if needed, to resolve the issue.

Note: If service visits are not arranged within the stipulated timeframe (i.e., within seven (7) days) and a final resolution is not provided within fourteen (14) days, noon reserves the right to issue a full refund to the customer. Furthermore, noon reserves the right to debit the refunded amount from the seller’s account. Once the refund has been processed, the responsibility for retrieving the defective unit(s) from the customer’s location or service centre shall remain with the seller.

Please refer noon Guidelines for Bulky Items for the definition of Bulky Item.

To ensure a seamless process, noon will maintain consistent communication with sellers and the service centre via email, providing guidance and support for issue resolution during claim handling.

How to update your Brand or Manufacturer Service center details, click here.

Claim Handling Process: Seller Warranty

Sellers are fully responsible for managing all warranty claims related to their products during the warranty period, including coordinating and completing repair, replacement, or refund authorization within the required timelines. noon remains committed to supporting sellers in this process by facilitating logistics for non-bulky items, including pickup from the customer and delivery to the seller’s location, as well as return delivery from the seller back to the customer. noon also ensures consistent communication through email follow-ups or Seller Lab visibility to support efficient case resolution.

It is important that sellers finalize the repair resolution, replacement, or agree on refund authorization within the mandatory fourteen (14) days from delivery time to the seller to avoid a full refund debited from the seller’s account. To ensure a seamless process, noon will maintain consistent communication with sellers, providing the necessary guidance and assistance to resolve any challenges encountered during the claim resolution period.

Note: Please note that pickup and delivery services facilitated by noon to the sellers (within noon’s serviceable areas) are considered additional services to sellers, and noon reserves the right to apply charges for such services with prior notification. The availability of these services is at noon’s sole discretion and may be modified, suspended, or discontinued without prior notice.

Claim Handling for Seller warranty (Bulky Item)

Products classified as bulky items by noon are eligible for on-site technical support or home service within seven (7) days from the date of the first notification seller received from noon for the service request. If the item needs to be transported from the customer location for further repair or maintenance, the seller will have an additional seven (7) days to complete the repair and deliver the unit back to the customer.

Under no circumstances should the seller exceed the overall fourteen (14) days SLA from the date of first notification seller received from noon for the service request, including cases where the unit has been picked up from the customer location for repair. This includes any required second visit, if needed, to resolve the issue.

Under the seller's warranty, the seller is responsible for ensuring that technician visits are arranged promptly throughout the region. In instances where the seller does not have regional service coverage, they must utilize their own or third-party logistics network to arrange product retrieval, complete the repair or replacement, and return the unit to the customer in a timely manner.

Please refer noon Guidelines for Bulky Items for the definition of Bulky Item.

Note: If service visits are not arranged within the stipulated timeframe (i.e., within seven (7) days) and a final resolution is not provided within fourteen (14) days, noon reserves the right to issue a full refund to the customer, with the corresponding amount debited from the seller’s account. Once the refund has been processed, the responsibility for retrieving the defective unit(s) from the customer’s location remains with the seller.

Claim Handling Process: No Warranty

This classification applies to products listed and sold without any Seller, brand, or Manufacturer warranty coverage.

Note: The seller remains legally liable for any warranty claims or legal actions initiated by a customer if a product is eligible for warranty under applicable local laws, despite being tagged as "No Warranty." noon reserves the right to issue a full refund to the customer in these circumstances. Any such refunded amount will be debited directly from the seller's account.

Warranty Claims – Detailed Handling Process(Non-Bulky Items)

noon to seller Delivery Process:

Items picked up from customers will be delivered to the seller’s warranty-designated warehouse by a noon delivery associate. If the seller has not provided a designated warranty warehouse, noon may attempt delivery to any active warehouse associated with the seller. In cases where the seller does not have an active warehouse associated, noon will send communication requesting the seller to provide or update warehouse details prior to delivery.

Before delivering the item to the seller’s warranty-designated warehouse for repair, noon reserves the right to inspect the product at its warehouse to document and record its physical condition.

noon will facilitate the delivery of the defective unit to the seller's location. In instances where the seller is unavailable to receive the shipment, noon will execute a maximum of three (3) delivery attempts, with formal email notifications following each unsuccessful attempt.

Delivery Attempts Exhausted: noon will execute a maximum of three (3) attempts to facilitate the delivery of the unit to the seller’s warranty-designated warehouse. If the seller has not provided a designated warranty warehouse, noon may attempt delivery to any active warehouse associated with the seller. All attempts will be made while remaining within the original fourteen (14) days SLA calculated from the item delivery date.

Upon exhaustion of these attempts without successful pickup or delivery, a full refund will be processed to the customer, and the refunded amount will be debited from the seller’s account.

Any disputes related to such logistics failures must be submitted to noonwarrantycommunications@noon.com within two (2) days from the date of the final failed delivery attempt notification.

Requests for Proof of Delivery must be submitted within two (2) days of receiving the delivery confirmation from noon. Any requests or inquiries regarding delivery documentation submitted after this period will be considered invalid and will not be eligible for review.

Note: For the resolution of all inquiries, disputes, and updates regarding warranty claims, sellers are required to communicate exclusively with noonwarrantycommunications@noon.com. Correspondence directed to alternative email addresses will not be recognized as valid for the purpose of addressing warranty-related inquiries, disputes, concerns, and updates.

Post Seller Delivery Handling Process :

Should any complications arise during the warranty claim process post receipt of the item for repair, sellers must submit a comprehensive notification to noon via email or any other official channel provided by the noon warranty team within two (2) days of item delivery to the seller’s warehouse. Reportable issues include, but are not limited to:

Security locks, password protection, or enabled "Find My iPhone" (FMI) features.
Non-receipt or failure of item delivery.
Discrepancies regarding Proof of Delivery (POD) documentation.
Incidents involving missing accessories or the delivery of an incorrect item.
Receipt of items exhibiting physical damage.

Note: Any disputes raised beyond the above-mentioned TAT will not be considered valid or eligible for review.

Sellers are obligated to finalize the repair or resolution within a mandatory service level agreement (SLA) of fourteen (14) days from the date of successful delivery of the unit to the seller's warranty designated warehouse.

Upon receipt of the product, the seller must complete a diagnostic assessment within three (3) days. If the assessment confirms that the defect is due to customer misuse, the seller must notify noon via email within the same timeframe and attach a signed and stamped technical report in PDF format. The communication must also include the product’s availability date for collection to facilitate pickup scheduling.

The seller is required to provide one printed copy of the technical report to the noon delivery associate at the time of pickup; failure to provide this document will result in cancellation of the collection. A second copy, signed by the associate, must be retained by the seller as official proof of handover for dispute purposes. If the seller receives an email notification from noon regarding a failed pickup, or indicating that an item was not collected from the seller’s location despite the item having been successfully handed over, the seller must raise a dispute within two (2) days from the date of the failed pickup notification email.

It is mandatory that sellers hand over the specific unit corresponding to the designated warranty reference number. Each warranty reference number must be linked to a single item, and consolidated handovers under a single reference number are strictly prohibited.

Seller to noon Pickup Process:

Once the item is ready for pickup, sellers may respond directly to the same email received from noon’s delivery notification, including any supporting documents if applicable. Upon receipt of the seller’s response, noon will initiate the pickup process within two (2) days. It is the seller’s responsibility to ensure the item is properly packed and securely sealed prior to handover to the logistics team. Any internal damage caused by improper or insufficient internal packing will be reported to the seller, and the associated cost, up to the full value of the product, will be billed to the seller’s account.

noon will attempt to collect the unit from the seller a maximum of three (3) times within the mandatory fourteen (14)-day resolution period from the date of delivery for repair. The seller is required to ensure the successful handover of the unit within this timeframe. Failure to facilitate the handover within the stipulated period will result in a full refund being issued to the customer, with the corresponding amount debited from the seller’s account.

Once the product is picked up from the seller and delivered to the noon warehouse, the seller will receive a notification confirming receipt. After completion of the outbound warranty quality check (QC), the product will be dispatched to the customer.

Pickup Attempt: Following the seller’s confirmation via email, noon will initiate up to three (3) collection attempts within three (3) days from the date of the seller’s confirmation email, while remaining within the original fourteen (14) days SLA calculated from the item delivery date. If the handover cannot be completed due to the product not being ready, or due to the absence of required documents such as the delivery note, technical report, or repair summary, a full refund will be processed to the customer, and the refunded amount will be debited from the seller’s account. Detailed refund information will be communicated to the seller through formal email correspondence.

Pickup Attempts Exhausted: noon will execute a maximum of three (3) attempts to facilitate the pickup of the unit, while remaining within the original fourteen (14) days SLA calculated from the item delivery date. Upon exhaustion of these attempts without successful pickup, a full refund will be processed to the customer, and the refunded amount will be debited from the seller’s account. Any disputes related to such logistics failures must be submitted to noonwarrantycommunications@noon.com within two (2) days from the date of the final failed pickup attempt notification.

noon logistics network Coverage

Sellers Within noon’s Serviceable Logistics Network: noon remains committed to facilitating comprehensive pickup and drop-off services for all warranty claim units within its serviceable network. A maximum of three (3) attempts will be executed for both pickup and delivery transactions to ensure operational efficiency.

Should logistics attempts remain unsuccessful following the third attempt, noon reserves the right to process a full refund for the customer. In such instances, the total cost associated with the warranty refund will be debited directly from the seller’s account.

Sellers Operating Outside noon’s Serviceable Logistics Network: If the seller operates in a non-serviceable area, noon will support with the delivery of the item to the seller's location, but noon will not arrange pickup from the seller’s location. In such cases, noon will notify the seller that the area is non-serviceable for pickup, and it will be the seller’s responsibility to return the item through their own logistics to the designated noon warranty warehouses located in Riyadh, Dubai, or Cairo. These locations will only accept warranty shipments upon prior notification from the seller via email to noonwarrantycommunications@noon.com

If the seller fails to dispatch the item within the agreed fourteen (14)-day TAT, noon will issue a notification email to the seller and proceed with a full refund to the customer. The seller is also required to confirm authorization for refund processing upon receipt of the warranty claim, and based on this confirmation, noon will proceed with the refund accordingly.

Warranty Claim Communications Process

Non-Bulky Item Claim Communication Process

Following the successful delivery of the unit, noon will initiate a structured communication cycle to monitor the repair status and ensure compliance with the mandatory timelines. To support timely resolution, a minimum of three (3) formal email notifications will be sent to the seller or their authorized service provider.

The communication workflow, from the date of delivery of the item to the seller, is outlined as follows:

Initial Notification: Confirmation of receipt and delivery of the defective unit to the seller.
Diagnostic Request: Request for submission of the technical diagnosis or status update in the absence of an initial report.
Resolution Follow-up: Reminder requesting claim progress or final resolution where no update has been provided.
Deadline Advisory: Notification highlighting the approaching expiry of the SLA resolution window.
Final Refund Notice: Formal intimation that a full refund will be processed to the customer if the repaired or replacement unit is not submitted within the mandatory fourteen (14) day SLA.

Bulky Item Claim Communication Process

Bulky item claim details will be sent to the seller’s warranty communication email address. These emails will contain all the necessary information required to arrange a home visit or technical assistance. It is the seller’s responsibility to coordinate directly with the customer and arrange the service visit within the agreed timeframe.

Once the visit is completed, the seller must share the technical report or repair summary with noon through the same email thread in which the customer information was provided. Upon receiving confirmation from the seller, noon will conduct a customer confirmation call to validate the visit and service resolution. If the customer confirms that the issue has been resolved during the visit, noon will close the warranty claim.

If the customer reports that the issue was not resolved during the visit, noon will send a follow-up reminder to the seller requesting further action or confirmation. In the absence of a response or resolution from the seller, noon reserves the right to process a full refund to the customer and debit the corresponding amount from the seller’s account.

Additionally, if the seller fails to respond to noon’s communication or does not arrange the service visit within the agreed timeframe, noon may proceed with a full refund to the customer and charge the seller accordingly. Following the refund, it remains the seller’s responsibility to recover the defective product from the customer’s location. Where the seller does not have regional service coverage, the seller must arrange recovery using their own or third-party logistics services.

Note: Sellers or authorized service centers are responsible for proactively managing all warranty claims, including timely resolution, coordination of logistics, and submission of complete technical reports in accordance with noon’s policies, independent of noon’s communication reminders. Sellers or service centers are required to communicate exclusively with noonwarrantycommunications@noon.com.

Updating Warehouse and Communication Information For Warranty Shipments

Updating warranty warehouse details:

Sellers can update their warehouse where they'd like us to deliver items for warranty claims here. The seller must ensure that the warehouse details provided in the form are approved. If the warehouse is not approved, then it will not be considered for any transactions between noon and the seller.

Updating warranty Communication details:

For all warranty-related communications, only the most recently updated warranty email address in the partner account will be used. In cases where multiple warranty email addresses are provided by the seller, the latest updated warranty email ID will be considered the official point of contact for all warranty-related matters.

Previously registered or outdated warranty email addresses will not be used for any communication regarding warranty claims, updates, or resolutions. Sellers are responsible for ensuring that their email contact details are accurate and up to date at all times.

For guidance on updating your warranty email address, please refer to: Edit or Update Warranty Contact Details in Seller Lab.

Note: Failure to maintain accurate warranty warehouse details and warranty email information for warranty transactions may result in a forced refund being applied. noon reserves the right to process a full refund to the customer, with the corresponding amount debited directly from the seller’s account.

Technical Report Guidelines :

- Repaired Products: The technical report must offer a comprehensive overview of all restoration activities, including a specific inventory of parts replaced, detailed diagnostic findings, and a formal verification of the item’s current operational functionality.

- Rejected / Non-Warranty Resolutions (Customer Misuse, Physical or Internal Damage): The report must include conclusive photographic and video evidence documenting misuse or environmental conditions that fall outside the statutory warranty coverage.

- Mandatory Documentation Requirement: Any submission lacking the requisite supporting documentation—such as visual evidence, diagnostic logs, or repair certifications—shall be deemed invalid and will not be recognized for claim processing.

Note: Failure to adhere to noon’s technical reporting guidelines will result in the rejection of the report and the issuance of a full refund to the customer, with the corresponding amount debited from the seller’s account.

- Regional Requirement - Arabic Technical Reports: In KSA, all technical reports must be submitted in Arabic and presented on the seller’s or service center’s official letterhead. Failure to comply with these linguistic and formal standards will result in a full refund being billed to the seller. Reports must specify identifying issues and test results for repairs, or confirm that replacements are new, non-refurbished units; any physical or liquid damage must be explicitly documented.

Warranty Refunds/Compensation Scenarios and Seller Accountability :

In the event of a breach of the warranty terms and conditions, the seller’s account may be debited, and a formal notification will be issued to the seller. The following scenarios constitute valid grounds for processing a customer refund and charging the corresponding amount to the seller’s account.

SLA Breach:

Failure to complete the restoration, replacement, or handover of a warranty claim within the mandatory fourteen (14) day service level agreement (SLA) will result in a full refund being processed and billed to the seller under the category “SLA Breached.” During this period, noon will send supplemental email communications requesting status updates to ensure timely resolution of the claim. Detailed refund information will be communicated to the seller through formal email correspondence.

Missing Parts or Accessories:

Warranty claims submitted with associated accessories will be delivered to the seller for assessment. Sellers are obligated to ensure that the resolved unit is returned with all original components. Any discrepancies related to missing accessories will be managed as follows:

- If the missing component is available with the seller and the mandatory SLA has not expired, noon will initiate a single collection attempt. Failure to facilitate the handover within this attempt will result in a full refund being processed and billed to the seller.

- If the seller does not have the missing accessory, noon will verify regional availability of the component. If the accessory is available, a partial refund in noon credits will be issued and billed to the seller under “Missing Accessories.” If the customer declines the partial compensation or the component is unavailable, a full refund will be processed and billed to the seller.

Agreed to Refund / Out of Stock (OOS):

In instances where a seller authorizes a refund or reports an inventory shortage for a delivered claim, noon will process the resolution under the classification "Agreed to Refund or Out of Stock (OOS)." Formal notification of the refund details will be dispatched to the seller via email.

Rejected By Seller or Service Center:

Should a seller or authorized center reject a valid warranty claim—at noon's sole discretion—during a delivery attempt, a full refund will be executed. The associated cost will be billed to the seller under the category "Rejected By Seller," with refund details communicated via formal email.

Inaccessible Seller (Not Reachable):

Sellers must maintain accurate warehouse configurations via the designated form and ensure active contact preferences within the Seller Lab. Failure to update these records, resulting in unsuccessful logistics or communication, will lead to a full refund categorized as "Not Reachable" following the fourteen (14) day SLA. Detailed refund information will be dispatched via email.

Repeated Claim:

If a customer initiates a warranty claim for a recurring defect within thirty (30) days of the Return to Customer (RTC) date, noon will process a full refund. The refund amount will be debited from the seller’s account under the category “Repeated Claim,” and formal notification will be sent via email.

In addition, if a warranty claim for the same technical issue is raised for a third time within the warranty coverage period, noon will issue a full refund to the customer. The corresponding amount will be billed to the seller under the category “Third Claim,” and formal notice will be communicated via email.

Goodwill Compensation:

For claims involving faulty accessories, noon will issue a refund in credits if the value is below the regional threshold (UAE: 100 AED, KSA: 100 SAR, Egypt: 400 EGP). Claims exceeding this threshold will be processed as regular warranty items. If an accessory is available on the platform, a credit refund will be issued; otherwise, goodwill compensation will be provided based on regional standards. All such transactions will be billed to the seller under "Goodwill (Accessories) / Goodwill (Price Difference) / Goodwill (Compensation)," with details sent via email.

Compensation for Service Delays (MCI Compliance): Should the resolution exceed the mandatory SLA, the customer is entitled to compensation in accordance with the Ministry of Commerce and Industry (MCI) guidelines. If the delay is attributable to the seller, the resulting compensation costs will be billed directly to the seller’s account.

Missing,Incorrect or Non-providing Technical Reports:

It is imperative that sellers return repaired or replacement warranty units accompanied by a signed and stamped technical report. If this documentation is not provided, noon will issue a notification requesting submission of the technical report within the same fourteen (14) days SLA from the date of delivery to the seller’s warehouse for repair.

In cases where the seller handovers the repaired or replacement unit before the SLA deadline but fails to provide the required technical report, the seller must submit the report within the remaining SLA period. If the unit is handed over on the fourteenth (14th) day of the SLA, the seller will be granted one (1) additional day from the date of the missing report notification to submit the required documentation.

Failure to provide the technical report within the applicable SLA will result in noon reserving the right to issue a full refund to the customer and debit the corresponding amount from the seller’s account. Such refunds will be processed under the category “Missing Technical Report,” and formal notification will be sent to the seller via email.

Cross-Border Warranty Refund:

Warranty claims involving cross-border transactions where the seller lacks a local fulfillment facility will be processed as a cross-border refund. noon will communicate the refund details to the seller via formal administrative notification.

Counterfeit or Pre-activated Units:

Branded products shall be submitted to authorized service centers for formal verification. In instances where a diagnostic assessment identifies the unit as counterfeit, pre-activated, or intended for a different region, noon reserves the right to process a full refund to the customer, with the corresponding amount debited directly from the seller’s account. The seller will receive formal notification of the refund, accompanied by the requisite technical report or official correspondence from the service center.

The seller may raise a dispute against such refund within seven (7) days from the date of refund notification sent to the seller’s warranty email address. Any dispute raised after this period will not be considered valid.

Brand Service Center SLA Breach :

noon may facilitate and actively coordinate warranty claims with the brand or manufacturer’s authorized service centers, where applicable and operationally feasible. If noon is involved in the claim process and the service center exceeds the mandatory fourteen (14) days SLA from the date the item is delivered to the service center for repair, noon reserves the right to issue a refund to the customer under the category “TAT Breached.” Furthermore, noon reserves the right to debit the refunded amount from the seller’s account.

Unresolved Technical Faults:

All items received from sellers or service centers after repair or replacement shall undergo a quality assessment at the noon warehouse within three (3) business days from the date of receipt at the noon warehouse.

If a unit fails noon’s quality assessment, a full refund will be processed to the customer. Where the item was repaired or replaced by the seller, the refunded amount will be debited from the seller’s account. Where the item was repaired or replaced by the service center, noon reserves the right to issue a refund to the customer and debit the corresponding amount from the seller’s account.Refund details will be communicated to the seller through formal email correspondence.

Damaged Item and Packaging Liability:

If a unit is received with damage attributable to inadequate packaging, a full refund will be issued and billed to the seller. The seller maintains full accountability for such damages. Any disputes regarding the physical condition of the unit will be governed in accordance with the “Dispute Handling for Warranty Refund Cases” section outlined in this document.

Inactive or Missing Warehouse Configurations:

In instances where valid warehouse details are unavailable or no warehouse details have been registered, a formal notification will be sent to the seller’s warranty email address. The seller must respond via email within seven (7) days confirming the update of the warehouse, after which the warranty claim will be forwarded to the seller for technical resolution. Failure to respond within the designated timeframe will result in a final notification being issued on the eighth (8th) day, followed by a full refund being processed for the customer and debited directly from the seller’s account.

Impact of Seller Account Status on Warranty Processing

In cases where a seller account is classified as banned or suspended for any reason in the noon system, or has a negative balance in the Statement of Account(SOA), noon will not facilitate the delivery of units for warranty servicing. Under such circumstances, noon reserves the right to process a full refund to the customer, with the corresponding amount debited directly from the seller’s account.

Dispute Handling for Warranty Refund Cases

In cases where a customer has been refunded by noon and the corresponding amount is debited or will be debited from the seller’s account, the seller may raise a dispute against such refund within seven (7) days from the date of the refund confirmation email sent to the seller.

Any dispute raised outside this timeframe will not be considered valid.

All dispute-related concerns must be submitted via email only to noonwarrantycommunications@noon.com . Correspondence sent to any other email address will not be recognized as a valid dispute.

Special Warranty Handling Scenarios and Guidelines

Handling of Hygiene-sensitive Products:

The following protocols govern the management and resolution of hygiene-sensitive product claims, including but not limited to AirPods, VR headsets, earphones, feeding pumps, electric toothbrushes, and headsets. If technical restoration is feasible, the seller is required to repair and return the original unit submitted by the customer. If the item is determined to be beyond economical repair and a replacement is authorized, the seller must provide a brand-new, factory-sealed unit. In cases involving spare part replacement, the seller must ensure that all components used are new, genuine, and have not been previously used or refurbished.

Product Recall Guidelines :

In the event of a product recall initiated by a regulatory authority or the brand due to safety or quality concerns, noon will facilitate the retrieval of affected units from customers to ensure regulatory compliance. Prior to initiating customer refunds, noon will issue a formal notification to the seller regarding the recall process. noon will process full refunds for all affected customers, and the total value of the recalled products will be debited directly from the seller’s account. Following completion of the refund process, noon will initiate the standard Warranty RTV procedure to return the recalled units to the seller’s location. The seller remains solely responsible for coordinating with the manufacturer or brand for recovery of the product value or any related financial settlement, and noon shall bear no liability for such recovery or settlement arrangements.

Consumable Parts Warranty:

Any non-coverage of consumable parts must be clearly disclosed in the product catalog or product specifications at the time of sale. Examples of consumable parts include bike tires, brake pads, chains, and similar wear-and-tear components. If such exclusions are not clearly mentioned during the sale process and the customer raises a warranty claim related to those components, the seller will be required to honor the warranty claim. In cases where the seller rejects the claim, noon reserves the right to validate the case and, if found valid, process a full refund to the customer and debit the corresponding amount from the seller’s account.

Note: If consumable parts are found to be damaged or not in good condition, but the customer’s complaint relates to a core component such as the motor, battery, controller, or any other primary functional part, the seller must not reject the warranty claim solely due to the condition of the consumable parts.

Wear and Tear Warranty Guidelines:

Sellers must not reject a warranty claim if the customer’s reported core issue is unrelated to the wear and tear condition identified on the product. For example, if an e-bike has a broken light but the customer reports that the product is not charging or not functioning, the seller cannot reject the entire claim based on the damaged light. Rejection is only permitted when the reported issue directly relates to the wear and tear or a physically damaged component.

Note: It is imperative that sellers explicitly outline the warranty terms for consumable parts within the product description or specifications. Failure to maintain this transparency may adversely affect the administrative handling of subsequent claims.

Offer Note Guidelines:

In accordance with noon's Seller Warranty Policy, coverage must be provided without limitation, excluding specified consumables. Any restrictive terms or limitations documented within the Offer Note will be considered invalid and will not be recognized for claim processing. Disputes involving such limitations will result in a full refund being issued to the customer and billed directly to the seller's account.

Warranty Claim Coverage Duration :

Customers are eligible to raise a warranty claim up to the last day of the warranty period. Sellers must consider the claim creation date as the valid reference point, not the date of receipt or delivery to the seller for repair. For example, if the warranty expires on 5 January and the customer raises a claim on the same day, the claim remains valid even if the item is delivered to the seller for warranty repair on 10 January and processed thereafter. In such cases, the seller is required to honor the warranty claim. If the seller rejects a valid claim under this scenario, noon reserves the right to process a full refund to the customer and debit the corresponding amount from the seller’s account.

Warranty RTV Process

Warranty RTVs will follow the processes outlined below, depending on the applicable scenario and seller preference.

Delivery RTV Process

For RTVs eligible for delivery to the seller’s warehouse, noon will make a maximum of two (2) delivery attempts.

If the first delivery attempt is unsuccessful, an email notification will be sent to the seller. noon will make a second delivery attempt within three (3) days from the date of the notification.

If the second delivery attempt is also unsuccessful, the seller will receive an email notification requesting the collection of the RTV items from the noon warehouse within seven(7) days from the date of the second delivery attempt notification.

If the seller remains unreachable, fails to receive the RTV, or does not attempt collection within the specified timeline, noon will send a final notification informing the seller that the RTV will be confiscated. Once confiscated, the RTV will no longer be eligible for payment, compensation, or dispute.

If the seller rejects any RTV during the delivery attempt, the seller will receive an email notification requesting collection of the items from the noon warehouse within seven(7) days from the date of the notification.

If the seller fails to collect the RTV within the specified timeline, noon will issue a final notification informing the seller that the RTV will be confiscated. Once confiscated, the RTV will no longer be eligible for payment, compensation, or dispute claims.

Pickup RTV Process

For RTVs eligible for collection from the noon warehouse, the seller will receive an email notification requesting collection of the items within seven(7) days from the date of the collection notification.

If the seller fails to collect the Warranty RTV shipment within the specified timeline, noon will send a final notification informing the seller that the RTV will be confiscated on or after the eighth (8th) day from the date of the initial collection notification.

Once confiscated, the items will no longer be eligible for payment, compensation, or dispute claims.

Seller Warehouse Unavailable

To ensure efficient handling of RTV (Return to Vendor) items, sellers must maintain a valid warehouse registered in the customer’s country where the warranty commitment was made.

If a seller does not have an active warehouse:

A final email communication will be sent to the seller to update the warehouse, and the item will be held for seven (7) days.
If no response is received within this period, the item will be disposed of.
Once disposed of, the seller will no longer be able to request redelivery of the item, and no compensation, including the item value, will be provided.
It is the seller’s responsibility to maintain updated warehouse details to avoid the disposal of RTV items.
Warehouses outside the customer's country where the warranty commitment was made will not be considered as a valid warehouse for RTV.

Sellers can update the warehouse where they would like RTVs for warranty to be delivered here.

For any inquiries regarding Warranty RTV status, sellers may contact: noonwarrantycommunications@noon.com

Note: noon reserves the right to amend or update this policy at any time without prior notification to sellers.

That’s it

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