Uniway Service & Warranty

Store / Company: Uniway Computers (“we”, “us”, “our”)
Effective Date: January 26, 2026
Coverage Region: Canada
Support Contact: support@uniway.ca

This policy describes:

  • our Standard Warranty (included with eligible products), and
  • our optional extended coverage: Advanced Protection Plan (“APP”) (only if purchased and shown as a separate line item on the customer’s invoice).

Hardware-only coverage: Unless explicitly stated, both the Standard Warranty and APP cover hardware defects/failures only and exclude software, security incidents, and data services.

1) Proof of Purchase & General Eligibility

To obtain service under this policy, the customer must provide:

  • valid proof of purchase (invoice/receipt), and
  • the covered product (including serial number where applicable), and
  • any accessories required for testing (e.g., power adapter, cables, original components needed for operation).

Coverage may be refused or voided if:

  • serial numbers or tamper labels are removed, altered, or unreadable,
  • the product has been modified, disassembled, or repaired by an unauthorized party, or
  • the product is missing essential parts/accessories required to diagnose the issue.

2) General Exclusions (Applies to Standard Warranty and APP)

Customers are required to inspect the product for any visible physical damage or functional abnormalities promptly upon receipt.

 

Any physical damage or missing components must be reported to Uniway Computers within two (2) calendar days of delivery.

 

Unless reported within this inspection period, the product will be presumed to have been delivered in good condition, excluding shipping-related damage.

 

Physical damage reported after the inspection period may be considered customer-caused and may not be eligible for warranty coverage, subject to Uniway Computers’ assessment and discretion.

 

The Standard Warranty and APP do not cover any of the following (including but not limited to):

A) Accidental / physical / environmental damage

  • drops, impacts, crushing, bending, cracked screens, broken hinges
  • liquid damage, corrosion, moisture exposure, contamination
  • fire, smoke, flood, natural disasters
  • broken ports/connectors, bent pins, damaged sockets

B) Improper use / out-of-spec operation

  • misuse, negligence, improper installation, improper maintenance
  • operation outside manufacturer specifications (power, temperature, airflow, etc.) where there is evidence this condition materially contributed to the failure
  • unsafe tuning or settings that exceed manufacturer specifications and materially contribute to failure, including overclocking and overvolting (and related BIOS/firmware settings)

C) Unauthorized service or modification

  • disassembly, modification, soldering/rework
  • third-party repairs or attempted repairs
  • missing/altered serial numbers or tamper seals

D) Software, security, and data

  • OS issues, driver conflicts, updates, software compatibility issues
  • viruses, malware, ransomware, security incidents
  • data loss, backup, data recovery, or data transfer services

E) Consumables & normal wear

  • consumables and wear items (e.g., batteries) are not covered for normal wear (including capacity/health decline) unless explicitly stated as covered on the customer’s invoice
  • cosmetic issues that do not affect function (scratches, dents, discoloration)
  • normal wear and tear not caused by a verifiable defect

3) Standard Warranty (Included)

Standard Warranty coverage is subject to Section 1 (Eligibility) and Section 2 (General Exclusions).

3.1 Refurbished Computers and Laptops
All refurbished desktop computers and laptops include a 90-day limited hardware warranty.

What it covers

  • Hardware defects or hardware failures only.

What it does NOT cover

  • Software compatibility issues
  • System-related issues (including but not limited to OS bugs, updates, or driver conflicts)
  • User-installed programs and issues caused by third-party software
  • Any exclusions listed in Section 2

3.2 Custom Gaming PCs (Brand New / Non-Refurbished)
All custom-built gaming PCs that are brand new (i.e., not labeled as refurbished) include a 1-year limited hardware warranty.

What it covers

  • Hardware defects or hardware failures only.

What it does NOT cover

  • Operating system issues
  • Software compatibility problems
  • Any exclusions listed in Section 2

Manufacturer warranty note:
Certain individual components (e.g., CPU, GPU, motherboard) may carry longer manufacturer warranties, and customers may be able to claim service directly through the manufacturer.

4) Standard Warranty Service

4.1 How Standard Warranty Service Works
If the customer reports an issue during the Standard Warranty period, we may:

  • provide troubleshooting steps,
  • perform intake/testing to verify the issue, and
  • determine whether the issue is covered under this policy.

4.2 Standard Warranty Remedies (If Approved)
If a Standard Warranty service request is approved, we will provide one of the following remedies (at our discretion):

  • Repair (covered parts and labour for verified hardware faults), or
  • Replacement (subject to the replacement rules below), or
  • Store credit (when repair/replacement is not feasible), subject to the cap in Section 4.3.

4.3 Store Credit Cap (Standard Warranty)
If store credit is issued under the Standard Warranty, the maximum store credit amount is limited to the original purchase price of the covered product (excluding taxes, shipping charges, and any fees), and is issued at our discretion.

4.4 Replacement Rules (Standard Warranty)

  • Refurbished computers/laptops: replacement will be a same-grade refurbished unit (same performance/condition tier) and is not guaranteed to be the same model.
  • Brand-new custom gaming PCs: replacement will be a brand-new system with equivalent specifications/performance and is not guaranteed to be the same brand.

4.5 No Fault Found
If our testing cannot reproduce or verify the reported hardware issue (“No Fault Found”), the product will be returned as-is. Diagnostic fees may apply (see Section 6.4).

5) Advanced Protection Plan (APP) — Optional Extended Coverage

APP is an optional extended plan that provides repair and replacement coverage for hardware failures, subject to the terms and exclusions in this policy (including Section 2).

5.1 APP Eligibility, Term Options, and Limitations

  • APP is offered in 1-year or 2-year terms (as sold at checkout).
  • APP applies only when it appears as a separate line item on the customer’s invoice.
  • The APP term starts on the invoice purchase date and runs for the term purchased.
  • APP is tied only to the specific purchased product listed on the invoice (and serial number where applicable).
  • APP is non-transferable and cannot be moved to another product or another owner.

5.2 What APP Covers
APP covers hardware defects and hardware failures that occur under normal intended use during the APP term. The total value of replacement(s) and/or store credit provided under APP will not exceed the original purchase price of the covered product (excluding taxes and fees).

If an APP service request is approved, we will provide one of the following (at our discretion):

  • Repair (covered parts + labour), or
  • Replacement (subject to the replacement rules below), or
  • Store credit subject to Section 6 (when repair/replacement is not feasible).

5.3 Replacement Rules (APP)

  • Refurbished computers/laptops: replacement will be provided as a same-grade refurbished unit (same performance/condition tier) and is not guaranteed to be the same model.
  • Brand-new custom gaming PCs: replacement will be provided as a brand-new system with equivalent specifications/performance and is not guaranteed to be the same brand.

Note: APP is also subject to the General Exclusions in Section 2.

6) Service Process (Standard Warranty / APP)

Service Availability (Canada-Wide / In-Store Support)
All Standard Warranty and APP coverage provided by Uniway Computers is valid Canada-wide. Customers may obtain service at any Uniway Computers retail location in Canada, regardless of where the product was originally purchased (in-store or online), subject to the terms and exclusions of this policy.

6.1 Before The Customer Submits The Product

  • Back up the customer’s data. Repairs/replacements may require OS reinstallation or component swaps.
  • Remove personal accounts/passwords if possible.
  • Include accessories required for testing (e.g., power adapter).

6.2 How to Submit a Service Request

  • In-store purchases: bring the product and proof of purchase to Uniway Computers.
  • Online purchases: contact support to obtain return/intake instructions (RMA where applicable).

6.3 Testing & Decision

  • We test the product to verify the issue.
  • If the issue is covered, we proceed with repair, replacement, or store credit (as applicable).
  • If the issue is not covered or cannot be verified, the product will be returned as-is and we may provide paid service options.

6.4 Diagnostics & Diagnostic Fees

  • Free diagnostics for approved in-warranty service requests: If the product is determined to have a covered hardware defect within the applicable Standard Warranty or APP term, diagnostics are free of charge.
  • Diagnostic fees may apply for non-covered cases: If the request is out of coverage, excluded under this policy, or results in “No Fault Found,” Uniway Computers may charge a diagnostic fee. Any applicable fee will be communicated before the service is finalized.

6.5 Shipping & Delivery Costs (Service by Mail/Shipping)
For warranty service requests submitted by mail/shipping:

  • Customer-to-Uniway shipping: The customer is responsible for the cost of shipping the product to Uniway Computers (including packaging, insurance, and applicable shipping charges).
  • Uniway-to-customer return shipping: If the service request is approved and determined to be in warranty under the applicable Standard Warranty or APP term, Uniway Computers will cover the cost of return shipping to the customer’s Canadian address.

Important notes:

  • If the service request is out of warranty, excluded, or results in “No Fault Found,” the customer remains responsible for shipping costs (both directions), unless we agree otherwise in writing.
  • Customers are responsible for ensuring the product is packaged safely. Uniway Computers is not responsible for damage caused by insufficient packaging during transit.
  • Return shipping coverage applies to standard ground shipping within Canada.

7) Data, Privacy & Customer Responsibilities

  • The customer is responsible for backing up the customer’s data.
  • Uniway Computers is not responsible for data loss during diagnostics, repair, replacement, or system resets.
  • If credentials are provided for testing, they will be used only for service purposes.

8) Legal & General Terms

  • Where required by law, applicable consumer protection legislation prevails.
  • Uniway Computers may update this policy from time to time. Updates apply prospectively and do not reduce coverage already purchased, unless required by law.

Frequently Asked Questions (FAQ)

  1. What if my product has been discontinued?
    If the original model is discontinued or unavailable:
    • Refurbished computers/laptops: we will replace it with a same-grade refurbished unit (same performance/condition tier). Replacement is not guaranteed to be the same model.
    • Brand-new custom gaming PCs: we will replace it with a brand-new system with equivalent specifications/performance. Replacement is not guaranteed to be the same brand.
      If replacement is not feasible, we may offer store credit (Standard Warranty: Section 4.3; APP: Section 5.2).
  2. Do you cover Windows/OS issues, drivers, or software compatibility?
    No. Standard Warranty and APP are hardware-only. OS issues, driver conflicts, updates, compatibility problems, and third-party software issues are excluded (see Section 2).
  3. Do you cover data recovery or backups?
    No. Data recovery, backups, and data transfer are not included unless purchased as a separate service.
  4. What happens if you can’t reproduce the issue?
    If testing cannot confirm the reported fault (“No Fault Found”), we will return the product as-is. Diagnostic fees may apply (see Section 6.4).
  5. Are individual parts covered longer by the manufacturer?
    Sometimes. Certain components (CPU/GPU/motherboard, etc.) may have longer manufacturer warranties, and customers may be able to claim service directly through the manufacturer.
  6. Will I get a brand-new replacement?
    • Refurbished computers/laptops: replacements are same-grade refurbished units (not guaranteed to be the same model).
    • Brand-new custom gaming PCs: replacements are brand-new systems with equivalent specifications/performance (not guaranteed to be the same brand).
  7. Does accidental damage count (drops, liquid, cracked screens)?
    No. Accidental/physical/liquid damage is excluded under both Standard Warranty and APP (see Section 2).
  8. How long does service take?
    Service time varies based on testing results, parts availability, and the resolution type. APP may receive prioritized handling where available, but timelines are not guaranteed.
  9. Who pays for shipping when I mail in my warranty service request?
    If the customer submits a warranty service request by shipping the product to us:
    • The customer is responsible for the cost of shipping the product to Uniway Computers.
    • If the service request is approved and determined to be in warranty (under the Standard Warranty or APP term), Uniway Computers will cover the cost of return shipping to the customer’s Canadian address.
      If the service request is out of warranty, excluded, or results in “No Fault Found,” the customer is responsible for shipping costs (including return shipping), unless Uniway Computers agrees otherwise in writing.
  10. How should I package my product for shipping?
    The customer is responsible for packaging the product securely (adequate padding, protection, and a sturdy box). Uniway Computers is not responsible for shipping damage or loss during transit, including damage caused by insufficient packaging. We strongly recommend using tracked shipping and shipping insurance.
  11. Can I get warranty service at any Uniway Computers store in Canada?
    Yes. Our Standard Warranty and APP coverage are valid across Canada. The customer can visit any Uniway Computers store location for intake and service, subject to the terms and exclusions in this policy.