How Our Repair Warranty Works

Repair warranty starts after the repair is completed or delivered and admin sets the warranty start date and time. The warranty information — including start date, expiry date and a claim option — then appears on the customer repair status page where available. Warranty covers the repaired fault or parts supplied, not new damage or unrelated faults.

Warranty does not start the moment a quote is approved or an invoice is issued. It starts after the repair is completed or the device is delivered back to the customer — and after Your IT and Tech Mates sets the warranty start date and time in the job record.

Until the warranty start date is set, the warranty section will not appear on the customer repair status page. If you have collected your device and the warranty section is not yet showing, it may mean the warranty start date is still being processed. Give it a short time and check the status page again, or contact Your IT and Tech Mates directly if it has been more than a day.

Warranty is applied per repair job. If a device has two separate repairs done at different times, each repair may have its own warranty period starting from when that specific work was completed.

Warranty is intended to cover the specific fault that was repaired and any parts supplied by Your IT and Tech Mates for that repair. In plain terms, it means:

Warranty coverage is assessed on a job-by-job basis. If you are unsure whether a returning issue would be covered, raise a warranty claim through the status page and a technician will review it.

Repair warranty has clear limits. The following are not covered by a standard repair warranty:

• New physical damage: drops, cracks, dents or scratches that occurred after the repair was completed
• Liquid damage: any new liquid exposure after the device was returned
• Misuse or accident: damage caused by the customer or by conditions outside normal use
• Unrelated faults: problems with components or functions that were not part of the original repair
• Software and data issues: operating system faults, software conflicts, data loss or app problems
• Customer-supplied parts: parts provided by the customer rather than sourced by Your IT and Tech Mates
• Changes made after repair: faults caused by updates, modifications or other work done after the device was returned

If your device has a new fault after a repair but it is unrelated to the original work — for example, a charging port fails two weeks after a screen replacement — that would be treated as a new repair rather than a warranty claim. Contact us through Quick Help to lodge a new request.

To raise a warranty claim, go to the repair status page and find the relevant job. If the warranty is currently active, there will be an option to raise a warranty claim from the job summary.

When raising a claim, describe the returning fault as clearly as possible. Mention when it returned, whether it is exactly the same as the original fault, whether there has been any physical event such as a drop or spill, and whether the device is still functioning at all.

A technician will review the claim and respond. If the claim falls within the warranty scope, the next steps will be confirmed. If the fault appears to be unrelated to the original repair, the technician will advise on the options for a new repair review.

Warranty claims must be raised while the warranty is still active. Expired warranty claims are not accepted through the automated system. If you are close to the expiry date and notice a returning fault, raise the claim as soon as possible rather than waiting.

After the warranty repair is completed, the original warranty expiry date remains in effect. A warranty repair does not extend or reset the warranty period — see the FAQ below for more on this.