Warranty
Products sold with a stated warranty are covered according to the terms of the relevant manufacturer or authorized distributor. GameOn receives and coordinates the claim, but the brand or distributor inspects the product and decides whether the claim is approved, rejected, repaired, replaced or otherwise resolved.
Warranty approval comes first
Receiving a claim does not mean it has been approved. Repair or replacement follows the manufacturer/distributor’s approved remedy. A refund is exceptional and requires separate approval under the conditions below.
Warranty eligibility — please read first
Deliver the complete product at least 15 working days before warranty expiry
For submission through GameOn’s commercial warranty process, the product, original retail packaging, required contents and supporting documents must be physically received at our customer support centre with at least 15 working days remaining before the applicable Pakistan warranty expires.
Contacting us, opening a support request, making a video or booking a courier does not reserve or extend the warranty. The time is needed to receive the unit, troubleshoot and verify the reported issue, prepare the case and submit an eligible claim to the manufacturer, distributor or authorized claim centre before expiry.
- The product must have been purchased directly from GameOn through gameon.pk or our official sales team.
- Contact support promptly and obtain the correct service address. Allow enough time for your courier to deliver the complete claim before the 15-working-day intake cutoff.
- The original retail packaging must be retained with intact, readable model, serial-number and identification labels. Product and box serials must match.
- All original accessories and components required by the brand for assessment must be present, with proof of purchase and the requested fault evidence.
- Approval remains subject to verification and the manufacturer/distributor’s applicable Pakistan warranty terms for the exact model and batch.
Claims received with fewer than 15 working days remaining do not meet GameOn’s standard intake deadline. Contact support immediately to check whether an eligible alternative submission route is available; acceptance of a late submission cannot be promised.
For this intake requirement, working days mean Monday to Saturday, excluding Sundays and public holidays. Ask support to confirm the last acceptable receipt date and receiving hours for your product. Courier transit is additional time that you must allow; the Friday support break is not a whole non-working day.
Verification and submission of an eligible claim must take place before warranty expiry. Final brand assessment, repair or replacement may finish later. Where a complete, eligible product reached us on time, a delay caused solely by GameOn after receipt will not be treated as the customer’s late submission.
Original packaging and readable labels are mandatory
You are responsible for keeping the original product retail packaging in a condition suitable for identification and assessment, with readable, intact model and serial labels and any required warranty seals. Keep the box, inserts and supplied contents for the full warranty period.
Normal opening of the retail carton to use a product is different from removing identification labels or breaking a manufacturer’s protected product warranty seal. This condition requires you to preserve the original packaging; it does not require an ordinarily used product to remain factory-unopened throughout its warranty.
Use an additional protective outer carton when shipping the original retail box to us. Damage caused during customer-arranged transport remains subject to the transport exclusions.
Pakistan warranty period by brand
The applicable commercial warranty is the Pakistan coverage expressly stated by GameOn for the exact product at the time of sale, under the relevant local manufacturer, distributor or authorized service arrangement. General brand maximums are shown below; check the exact listing and invoice before purchase.
For example, packaging or an international page may mention a three-year warranty, while the exact item sold by GameOn has a locally stated 10-month or one-year term. The local term expressly offered for that item is the one used for submission through GameOn; the overseas period is not substituted for it.
These are general maximums, not a guarantee for every product. Any product-specific local period must be confirmed before purchase. If the listing and invoice disagree, ask support to resolve the discrepancy; an undisclosed shorter term is not silently substituted after the sale.
The separate 15-working-day receipt requirement applies to the GameOn submission process. It is not an extension of the stated coverage period.
Coverage and exclusions
Potentially covered after brand approval
- A manufacturing defect confirmed by the manufacturer or distributor.
- Hardware that stops functioning under normal intended use within the applicable warranty period.
- Firmware, chipset, switch, sensor, port or cable failure not caused by misuse, modification, external damage or normal wear.
- Other faults expressly covered by the warranty terms for the exact product.
What voids warranty or is not covered
- Electrical burn marks on boards, ports, connectors or components.
- Opened screws, broken seals or evidence of opening or repair by the customer or an unauthorized third party.
- Custom firmware, hardware modification, repainting, component replacement or other alteration.
- Physical damage caused by drops, impact, pressure, bending or improper transport.
- Water, liquid, humidity, corrosion or moisture damage.
- Damage caused by incorrect assembly, installation, mounting, forced fitting or use with an incompatible product.
- Damage caused by a power surge, unstable supply, incorrect voltage, unsuitable adapter or improper connection.
- Normal wear and consumables unless specifically covered, including mouse feet, cable insulation, keycap legends, surface finish and battery degradation.
- Minor cosmetic marks or appearance differences that do not affect normal function.
- Lost or missing original retail packaging, unreadable or damaged identification labels, mismatched serials or other missing identification required by the brand. Such claims are refused under the commercial warranty process.
Functional faults and personal expectations
A warranty claim must relate to a covered defect or functional issue, supported by evidence and assessment. A minor difference in sound or feel between mouse buttons, keyboard switches or other components is not by itself a warranty fault where the product registers inputs correctly and operates within its stated specifications.
Personal preferences about sound, feel, appearance or the expected gaming experience do not qualify a correctly functioning, non-faulty product for replacement. This also applies to similar subjective concerns with other product types.
Missed clicks, unintended double-clicks, repeated disconnections or abnormal input delay may be functional symptoms and should be reported separately. Share a clear recording, the conditions in which the issue occurs and relevant connection or software settings. GameOn and the service channel may check whether the symptom comes from the product, compatibility, settings, interference or other equipment.
For an intermittent symptom, further evidence or repeat testing may be needed. If a covered fault cannot be established, the claim may not be approved. We will explain the assessment outcome; a subjective allegation alone does not establish a manufacturing defect.
Display and dead-pixel policies vary by brand and model
A dead or stuck pixel does not automatically qualify a laptop, monitor or other display for warranty replacement. Some manufacturers treat one or two pixels as within manufacturing tolerance, while others require three or more, a particular pixel type, cluster or screen location.
The threshold and test method published by the manufacturer or distributor for the exact model controls the claim. GameOn can submit the product for assessment but cannot approve a pixel claim or override a rejection where the brand’s threshold has not been met.
GameOn’s role in the warranty process
GameOn acts as the claim-handling facilitator between the customer and the relevant manufacturer or distributor. We receive the product, check that the required documents and contents are present, forward it to the appropriate service channel, communicate updates and return the resolved unit.
The manufacturer or distributor performs the technical inspection and makes the commercial warranty decision. GameOn cannot independently approve a defect, choose a resolution, promise a replacement or overrule the brand’s written assessment.
How a warranty claim works
- Document the fault promptly. Provide clear video evidence of the reported symptom and supporting photographs. Keep your order number, original packaging with readable matching labels and all required contents.
- Contact GameOn. Call / WhatsApp +92 3111 651 120 or email hello@gameon.pk for the service address, the required evidence and the last acceptable receipt date. A support message alone does not preserve the submission deadline.
- Arrange timely delivery. You arrange secure delivery to our support centre. The complete unit and required evidence must arrive with at least 15 working days remaining before the applicable local warranty expiry. GameOn does not arrange reverse collection.
- Verification and submission. GameOn checks the product and prepares and submits an eligible case to the manufacturer, distributor or authorized claim centre before expiry. The service channel then performs its assessment and decides the commercial warranty remedy.
- Resolution and release. A repaired or replacement unit is released for a confirmed collection appointment or sent using the agreed service. Applicable outbound delivery is customer-paid for ordinary warranty claims. Wait for support’s ready-for-collection confirmation before visiting or sending a rider.
Parts availability, replacement stock, imports, holidays, repeat testing or distributor workload can extend service time. Warranty submission is not automatic warranty approval, and a refund needs the separate approval described below.
Warranty shipping and safe transport
For an ordinary warranty claim, the customer arranges and pays to deliver the complete product to our support centre before the applicable intake deadline. GameOn does not arrange reverse pickup or collection from the customer in any case or city, including Lahore. Our original-order delivery through logistics partners is not a return-collection service.
A warranty replacement is not automatically delivered free of charge. If you need a repaired or replacement unit sent back, you pay the quoted outbound delivery charge. This may differ from the subsidized or promotional rate charged at purchase. Self-collection is available only after support confirms the item is ready and provides the collection details.
You must retain the original retail packaging with readable labels and protect it in an additional outer carton with adequate cushioning. You are responsible for choosing secure transport for the inbound journey. Keep the tracking receipt and photographs, and consider suitable transit cover.
Physical damage incurred during customer-arranged transport is not a manufacturing defect. A damaged unit may be rejected under the manufacturer’s physical-damage exclusions and the damage may prevent verification of the original fault. We will record its condition and explain the outcome. The customer and their chosen carrier are responsible for that transport, subject to applicable law.
Possible warranty resolutions
Repair or replacement
Depending on the brand’s policy, assessment and available stock, an approved claim may result in repair of the submitted unit, replacement with a new unit, replacement with a brand-serviced or repaired unit, or an equivalent model selected by the manufacturer/distributor. The customer cannot select a different resolution where the brand has approved a valid repair or replacement.
Exceptional refund after warranty approval
A refund is not the standard warranty remedy and is not approved merely because a claim has been submitted. The warranty claim must first be approved. A refund may then be exceptionally authorized if a suitable replacement is unavailable or out of stock, if the service channel cannot provide a suitable resolution, or if an abnormal price increase makes replacement at the prevailing price commercially unfeasible.
In those circumstances, GameOn may settle the approved commercial warranty claim by refunding the original net billed amount actually paid for the affected product after discounts. It is not a refund at the current inflated market price.
Where that invoice-value refund is authorized as the resolution, GameOn is not required under this commercial warranty to source a replacement at the inflated price. The customer cannot require an upgrade, current-price credit, price-difference payment or replacement instead of that authorized settlement. These terms remain subject to any rights or remedies that applicable law does not allow to be excluded.
The exceptional refund and amount are confirmed before processing. Once the refund is approved and original payment details are verified, it is processed within 1–3 working days to the same account from which payment was received. Bank or payment-provider settlement can take additional time.
Illustrative amount — not a product offer
A product was billed at Rs 10,000 and later costs Rs 16,000. If its warranty claim and an exceptional invoice-value refund are approved, the product refund is Rs 10,000, not Rs 16,000. There is no automatic Rs 6,000 price-difference payment.
Important conditions after repair or replacement
- Repair or replacement normally continues under the remaining warranty from the original purchase date; it does not automatically start a new full warranty unless the manufacturer/distributor expressly confirms otherwise.
- A replacement may have different packaging, part number, firmware, minor cosmetic details or revised specifications where the manufacturer has updated the model or production batch.
- If an identical model is unavailable, the manufacturer/distributor decides whether an equivalent model, repair, credit or original-value refund is offered.
- Warranty service does not cover consequential loss, loss of use, installation cost, third-party service cost or compatibility with equipment not supplied as part of the claim, except where expressly accepted by the manufacturer/distributor or required by applicable law.
Data and account responsibility
Before submitting a laptop, storage device, computer or other data-capable product, back up important information and remove passwords, accounts, memory cards and unrelated accessories unless specifically requested. Testing, repair or replacement may erase data or reset the product. GameOn, the manufacturer and the distributor are not responsible for data loss, account access or recovery during warranty service, except where applicable law requires otherwise.
These are the terms of GameOn’s returns process and the applicable commercial warranty. Nothing in this policy excludes a right or remedy that applicable law does not allow us to exclude.
