Warranty terms

This policy is issued by 3ASH Global L.L.C-FZ, owner of the 3ASH DEVICE store. Last updated: 23 October 2026.

3ASH 12-month warranty

Every certified pre-owned device we sell comes with a 3ASH warranty for 12 months from the day you receive it, included in its price. The whole warranty is on this page. A new device is covered by Apple's warranty instead; see New devices below.

Warranty stages

  • First 6 months: we repair a covered fault at no cost to you, parts and labour.
  • Months 7 to 12: labour is on us, and you pay only for a new part if the repair needs one. We send you its price before the repair and start only with your approval.

Returns and warranty

Within 10 days of delivery you can return the device under our return policy. After that, this warranty covers functional faults under its terms.

What is covered

  • Functional faults that appear with normal use: cameras, speakers and microphones, buttons, charging, mobile network, Wi-Fi and Bluetooth, Face ID or Touch ID.
  • System faults that prevent normal use, if they were not caused by a modification or a third-party app.
  • Screen: we guarantee it is sound when you receive it. If a defect appears, such as bright spots or touch faults, tell us within 10 days of delivery, and our repair engineers determine its cause after inspection.
  • Battery:
    • At delivery, battery health is at least 80%. If it is lower, tell us within 10 days of delivery and we replace the device or refund you.
    • A manufacturing defect in the battery, including swelling, is covered under the warranty stages.

How we decide coverage

Our repair engineers inspect every device sent to us under warranty and determine the cause of the fault. A defect in the device itself is covered. If the fault turns out to be caused by misuse, the warranty does not cover it, but we are still happy to repair it for you at cost price, because we care about helping you. We send you the inspection result in writing, with photos. The repair may be carried out by a repair partner we choose, and we share your contact details with them for that purpose only.

What is not covered

  • Faults caused by misuse.
  • Cracks, drops, dents and any other accidental damage.
  • Liquid damage.
  • A device that was opened, repaired or modified outside 3ASH, or whose warranty sticker was removed or tampered with.
  • Scratches and cosmetic changes after delivery.
  • Screen defects reported more than 10 days after delivery.
  • Jailbreaking or unofficial software modifications.
  • Faults caused by unsuitable chargers or accessories, or by exposure to extreme heat or cold.
  • Forgotten Apple Account passwords or device passcodes, and Activation Lock linked to your account.
  • A device whose serial number or IMEI was removed or tampered with.
  • The normal loss of battery health with use.
  • Loss, theft, and software problems caused by third-party apps or settings.

What we do

  1. We check the device.
  2. If the fault is covered, we repair it under the warranty stages above.
  3. If a repair is not possible, we replace it with a device of the same model and storage, in the same condition or better.
  4. If no replacement is available, we refund you.

Timing and cost

  • We reply to your claim within 2 business days.
  • We usually finish the repair or replacement within 7 business days of receiving the device. If a part takes longer, we tell you how long. Days spent waiting for your approval or for information from you are not counted.
  • We do not provide a replacement device during the repair.
  • When the fault is covered, we collect the device and bring it back free of charge anywhere in the UAE.
  • If the fault is not covered, there is no inspection fee. We send you a repair quote at cost price and do nothing without your approval. If you decide not to repair it, you pay the cost of shipping the device back to you, and we tell you the amount before we send it.
  • If we inspect the device and do not find the fault you reported, we send it back with the inspection result, and you pay the shipping cost.
  • A repair or replacement does not restart the warranty: the repaired or replacement device keeps the time left on your original warranty.

Who the warranty is for

The warranty belongs to the person who placed the order and to the device they bought from us. It does not pass to another owner if the device is sold or given away. For a claim we ask for the order number and its details.

How to make a claim

Message us on WhatsApp at +971 58 523 6688 or through the contact page, with your order number, a short description of the fault, and a photo or video if you can. Before you hand over the device:

  • Back up your data.
  • Turn off Find My.
  • Erase the device.

We may first ask you to try a few simple steps remotely; if they do not solve the problem, we arrange collection. If the device reaches us locked to your account, we cannot inspect it, so we send it back and you pay the shipping cost.

Warranty extension

  • You can add a 3ASH warranty extension on the product page when you buy the device, or within 10 days of buying it by messaging us on WhatsApp, provided the device has no fault when you buy the extension.
  • It continues the cover for functional faults after the first 12 months. It does not cover cracks, liquid or any accidental damage.
  • The extension cannot be cancelled on its own once bought. If you return the device within the return period, the extension is refunded with it.
  • The length, price and what the extension includes are shown next to the option before you buy.

Accessories

Accessories are not covered by the device warranty. Each accessory's warranty is stated on its page.

Your legal rights

This warranty is in addition to your rights under UAE consumer protection law and does not reduce them.

New devices

What a new device is

  • A device that has not been used or activated, delivered in its original sealed box.
  • It is marked "New" on the product page and on your invoice.
  • We do not open its box before shipping, so the pre-owned conditions and checks do not apply, and its battery is new from the factory.

Warranty

  • A new device is covered by Apple's limited warranty under Apple's terms. If a fault is covered by Apple, we help you contact Apple or an authorised service provider and give you the documents you need.
  • Apple's limited warranty lasts one year from the date of the original purchase, and your 3ASH tax invoice is your proof of purchase. You can see your device's coverage with its serial number on Apple's site: checkcoverage.apple.com.
  • Notice about versions made for other countries: some new devices are versions made for markets outside the UAE, such as the "nano-SIM + eSIM" and "Dual nano-SIM" versions. Apple's terms say that Apple may restrict warranty service for iPhone and iPad to the country where Apple or its Authorized Distributors originally sold the device, so Apple may not provide warranty service for these versions in the UAE. Apple's warranty service for the UAE version is available in the UAE.
  • The 3ASH warranty extension is not offered for new devices.

Returns

  • A new device cannot be returned because you changed your mind, whether its box is sealed or opened.
  • A manufacturing fault is repaired under Apple's warranty, and we help you as described in the warranty section above.
  • If you receive a device other than the one you ordered, or its box arrives damaged, tell us on delivery and before opening it, and we replace it and cover the costs.