Warranty Policy

Our warranty service is available through the following channels:

• WhatsApp: +51 999 888 777 (Monday to Friday, 9:00 AM to 6:00 PM; Saturdays, 9:00 AM to 1:00 PM).
• Email: warranty@catecommerce.pe
• Live chat: Available on our website during business hours.
• In-person: Av. José Pardo 601, Miraflores, Lima (by appointment only).

Ownership: Cat E-commerce S.A.C., Tax ID (RUC) 20123456789, is the platform owner and responsible for warranty management with the customer.

To process a warranty claim, you must present:

• Proof of purchase: Receipt or electronic invoice issued by Cat E-commerce. Third-party receipts are not accepted.
• Complete product: With all accessories, manuals, cables, remotes, and original packaging (where applicable).
• Serial number or IMEI: Must match the one registered in our system at the time of purchase.
• Detailed fault description: To expedite technical diagnosis.

The warranty is valid only for the original purchaser and is non-transferable, unless expressly stated by the manufacturer.

Our warranty service timelines are:

• Immediate exchange: For products with obvious defects at delivery, we process the exchange within 7 calendar days.
• Technical diagnosis: Up to 30 calendar days for products requiring specialized evaluation.
• Resolution: Once diagnosed, we notify the customer and proceed accordingly: repair, exchange for an equivalent product, or issuance of a credit note.
• Credit note: Issued in the name of the original purchaser. It can be used for any product in our store and is valid for 6 months.

If the diagnosis determines the fault is not covered by the warranty, the customer may request a paid repair with prior authorization.

The warranty covers:

• Manufacturing defects and hardware failures that prevent normal product operation.
• Defective internal components (boards, circuits, mechanisms).
• Pre-installed software issues affecting basic device operation.

The warranty does NOT cover:

• User-installed software, third-party applications, viruses, or malware.
• Loss of data or personal information stored on the device. Data backup is the sole responsibility of the customer.
• Configurations, installations, or customizations performed by the user.
• Normal wear accessories: batteries (normal wear), earbud tips, cables, cases.
• Consumables: inks, toners, paper, filters.

The warranty is automatically voided in the following cases:

• Broken or tampered security seals: Includes warranty stickers, security-painted screws, and manufacturer seals.
• Physical damage: Impacts, drops, deep scratches, cracked screens, damaged connectors, or opened casings.
• Liquid exposure: Any evidence of spills, immersion, or moisture detected by the device's internal sensors.
• Unauthorized handling: Repairs, modifications, or disassembly performed by service centers not certified by Cat E-commerce or the manufacturer.
• Improper use: Operating the product outside manufacturer specifications, using non-original accessories that cause damage, or connecting to inadequate voltage sources.
• Natural disasters: Damage caused by floods, fires, earthquakes, or lightning strikes.

Cat E-commerce acts as an intermediary between the customer and the service centers authorized by each manufacturer. The process is as follows:

• The customer delivers the product at our facilities or arranges home pickup.
• We register the case and forward it to the Authorized Service Center (C.A.S.) for the relevant brand.
• The C.A.S. performs diagnosis and repair according to manufacturer standards.
• Once repaired, we notify the customer for product delivery or shipping.

The total process time (reception, diagnosis, repair, and delivery) shall not exceed 45 calendar days, except in exceptional cases duly communicated to the customer.

Products with displays (TVs, monitors, laptops, tablets, smartphones) are subject to the following specific policies:

• Dead or stuck pixels: Warranty is accepted when the panel has 3 or more defective pixels. A single pixel does not qualify for warranty replacement or repair.
• Backlight bleeding: Only recognized as a defect when the bleed is visible under normal use conditions and affects the viewing experience. Minor bleeding only visible in total darkness is not covered.
• Physical screen damage: Cracks, impacts, vertical/horizontal lines caused by pressure or drops are not covered by the standard warranty.
• Image retention (burn-in): Not covered by warranty on OLED or similar panels, unless it occurs within the first 6 months and is attributable to a manufacturing defect.

Shipping cost coverage during a warranty process is determined as follows:

• Metropolitan Lima: Cat E-commerce covers 100% of shipping costs (pickup and delivery).
• Other regions: Shipping to our service center is borne by the customer. Return of the repaired or replaced product is covered by Cat E-commerce.

In cases where the diagnosis determines the product has no fault or the damage is not covered by the warranty, return shipping costs to the customer will be borne by the customer, regardless of location.

For large-volume products (furniture, appliances), transportation costs are quoted on a case-by-case basis.