Every repair shop needs a warranty policy, and most shops have one by accident - a vague promise that gets interpreted per-argument. A written policy does the opposite: it converts warranty conversations from negotiations into process. This checklist builds one that protects both your margin and your reviews.
Part 1: Define the Coverage Windows
| Repair type | Suggested window | Rationale |
|---|---|---|
| Screens (aftermarket) | 90-180 days | Panel faults surface early if at all; quality tiers vary |
| Batteries | 180 days | Gauge and capacity issues emerge within months |
| Ports and flexes | 90 days | Wear-item usage dependent |
| Board-level work | 30-60 days, or no warranty quoted | Recurrence risk is real; price it honestly |
| Liquid treatment | Cleaning only, no functional warranty | Corrosion is progressive - say so in writing |
Match your windows to your supplier terms: our supplier warranty and returns process tells you what your own claims window is, and your retail window must sit inside it.
Part 2: Write the Exclusions Explicitly
Most warranty disputes come from exclusions nobody wrote down. Cover at minimum:
- New physical damage - a crack, dent, or new drop voids the warranty on the repaired part. Date-stamp your work with photos at handover.
- Liquid exposure after repair - even IP-rated reseals are best-effort.
- Third-party openings - another shop opening the device ends your warranty; your seals and internal photos prove who was last inside.
- Software issues unrelated to parts - iOS behavior, account locks, carrier faults.
- Normal wear - battery health decline from usage is chemistry, not defect.
Part 3: The Claim Process Customers Can Follow
- Customer contacts you with the symptom - before visiting, to triage.
- You check the work order, the warranty window, and the exclusion list.
- In-warranty: diagnosis appointment, then repair, swap, or refund per severity.
- Out-of-warranty: quote the follow-up repair normally.
Publish the process on your receipt and your website. The policy that customers can read is the policy that prevents arguments.
Part 4: The Supplier-Side Loop
Your retail warranty costs money only when you cannot recover the faulty part. Build the loop:
- Photograph every failed part before disposal and log it in a comeback register - our guide on comeback logs shows the fields worth tracking.
- Batch claims to your supplier monthly rather than piece-by-piece.
- Track which SKUs generate claims - a SKU above a few percent comeback rate is a purchasing decision, not a warranty problem.
FAQ
Should warranty be lifetime? Lifetime warranties sound generous and price badly. Choose windows you can honor.
Can we offer different windows for different part grades? Yes - and it is honest: premium grades justify longer coverage, and customers understand paying for it.
What about labor-only failures? Your workmanship warranty covers mistakes regardless of part age - separate it from the parts warranty in writing.