Equipment Warranty Policy
Every product supplied by Royal-Sceptre Company Ltd is backed by a manufacturer-supported warranty. We are committed to ensuring your instruments perform reliably throughout their working life — and to resolving issues swiftly when they arise.
Royal-Sceptre has an office in Nairobi, Kenya, and serves clients across East Africa, Uganda, Rwanda, Malawi, Tanzania, Ethiopia, COMESA markets, and the wider Eastern and Southern Africa region.
Standard Warranty — 12 Months
All new equipment sold by Royal-Sceptre carries a 12-month warranty commencing from the date of delivery to the customer (evidenced by signed delivery note or courier confirmation). This warranty is backed by the respective manufacturer and serviced through Royal-Sceptre's authorised technical team in Nairobi.
Extended Warranty — 24 Months
Customers may upgrade to a 24-month extended warranty at the time of purchase or within the first 30 days of ownership. The extended warranty includes all standard coverage plus priority turnaround for repairs (5 business days vs. standard 10 business days) and one complimentary calibration check during the extended period. Contact our sales team for pricing.
What the Warranty Covers
- Manufacturing Defects: Faults arising from materials, workmanship, or components that fail under normal operating conditions as specified in the product datasheet.
- Component Failure Under Normal Use: Electronic components, mechanical assemblies, sensors, and displays that fail during normal operation within the warranty period.
- Firmware/Software Defects: Pre-installed firmware bugs that prevent the instrument from functioning as specified. Firmware updates are supplied free of charge during the warranty period.
- Premature Wear Under Specified Conditions: Parts that degrade faster than the manufacturer's published service life under proper use conditions.
Warranty Exclusions
- Physical Damage: Cracked housings, bent probes, broken displays, or any damage resulting from dropping, impact, or mishandling.
- Misuse or Improper Application: Use of the instrument outside its rated specifications (voltage, temperature, load, environment) as documented in the user manual.
- Unauthorised Repair or Modification: Any repair, modification, or calibration performed by a party not authorised by Royal-Sceptre or the manufacturer automatically voids the warranty.
- Calibration Drift from Improper Storage: Instruments stored in conditions outside manufacturer specifications (humidity, temperature, dust, magnetic fields) — calibration drift resulting from such conditions is not covered.
- Consumables: Batteries, fuses, electrodes, filter elements, reagents, and other consumable components are not covered.
- Normal Wear and Tear: Cosmetic wear, fading labels, worn keypads, and similar deterioration from regular use.
- Force Majeure Damage: Lightning strike, flood, fire, or other events outside normal operating environments.
How to Make a Warranty Claim
- Step 1 — Contact Support: Email sales@royalsceptre.com with the subject "Warranty Claim – [Product Name] – Order #[NUMBER]". Describe the fault in detail and attach photographs or a short video where possible.
- Step 2 — Provide Proof of Purchase: Attach or reference your original invoice, delivery note, or order confirmation email. The warranty period is calculated from the delivery date.
- Step 3 — Technical Assessment: Our technical team will review your claim within 3 business days and advise whether the item should be shipped to our Nairobi service centre or inspected on-site (for large/heavy equipment).
- Step 4 — Repair or Replacement Decision: Following inspection (within 10 business days of receipt at our service centre), Royal-Sceptre will either repair the instrument at no cost, supply a replacement unit, or — where neither is feasible within a reasonable timeframe — issue a full refund.
- Step 5 — Return of Repaired Equipment: Repaired or replacement instruments are returned to the customer via insured courier at Royal-Sceptre's cost.
For urgent warranty queries: sales@royalsceptre.com | +254798 885 694