Warranty & Return Policy

Last updated: 26th, August 2025

At Newmatic Uganda, we are committed to delivering premium built-in kitchen appliances and ensuring our customers enjoy the best after-sales service. This policy outlines our warranty coverage, return guidelines, and customer support process.

1. Contacting Us

Before Purchase Enquiries
If you are considering purchasing a Newmatic appliance and need clarification, please contact us:

• 📞 Sales Enquiries: newmatic.uganda@gmail.com

• 📧 Email: newmatic.uganda@gmail.com

After Purchase Support
If you have already purchased a Newmatic product and require assistance:

• 📞 Customer Care / WhatsApp: +256 759 736 614

• 📧 Email: newmatic.uganda@gmail.com

2. Warranty Coverage

All genuine Newmatic products purchased from our authorized stores or distributors in Uganda are covered by our factory warranty. Warranty periods vary depending on the product:

⚠️ Warranty does not cover damage caused by abuse, misuse, accidents, neglect, unauthorized repairs, or self-installation.

3. Returns & Refunds

• Wrong Product Ordered: We do not provide cash refunds. Instead, a credit note of equal value will be issued for use in future purchases.

• Not Satisfied on Delivery: Customers are strongly advised to inspect all products upon delivery. If you are not satisfied, you may return the product immediately with the delivery staff.

• Post-Delivery Returns: If you decide to return a product after delivery, you must contact our customer service within 7 days. The product must be unused, undamaged, and returned with all packaging, accessories, and documentation intact.

• Installed Products: Products that have already been installed cannot be returned or refunded at full price.

Newmatic Uganda reserves the right to reject any return if the product is found in unsatisfactory condition.

4. Return Process

1. Upon delivery, inspect your appliances carefully before signing off.

2. If defects are found, our delivery staff will return the item for replacement.

3. If you self-picked the product, you are responsible for the return shipping cost or returning the item to our store.

4. Once inspected and confirmed defective, we will either:

   • Replace the product at no cost, or

   • Issue a credit note if the product is unavailable.

5. Installation & Warranty Validity

• Installation of chimney hoods, hobs, ovens, and microwave ovens must only be carried out by Newmatic-certified technicians.

• Self-installation or installation by unauthorized personnel is dangerous and voids the warranty permanently, even if re-installed later by our technicians.

• For more information, please check our Delivery & Installation Guidelines.

6. Warranty Service

• Within Warranty: If your product develops a fault during its warranty period, please contact customer service. We will send a technician to assess the item. If the product cannot be repaired, we will replace it free of charge or issue a credit note if it is out of stock.

• Out of Warranty: If the warranty has expired, you may still contact us for repairs. Our technicians will inspect the product and provide a repair quotation.

7. Important Notes

• Warranty applies only to products purchased from Newmatic Uganda or authorized dealers.

• Proof of purchase (invoice or receipt) is required for all warranty claims.

• Warranty does not cover normal wear and tear, consumables, or external damage caused by the customer.

8. Contact Us

For all warranty and return inquiries, please reach out to:

Newmatic Uganda
📍 7th Street Industrial Area
📞 Customer Care: newmatic.uganda@gmail.com
📧 +256 759 736 614