General Warranty & After-Sales Policy
Effective Date: 3 September 2026
This policy explains Pearlexa's general warranty and after-sales framework for eligible Pearlexa consumer-electronics products sold through pearlexa.lk in Sri Lanka. Warranty periods and product-specific coverage can differ between products and product series. The warranty that applies to a particular product is stated on the relevant product page, packaging, supplied warranty documentation, invoice/order record or applicable Product Warranty Schedule.
1. Product-Specific Warranty Periods
Pearlexa does not apply one universal warranty period to every current or future product. Each product may have its own express warranty period and additional conditions based on its design, intended use and product category. Where a Product Warranty Schedule is published, that schedule supplements this General Warranty & After-Sales Policy.
Current product-specific schedules include:
2. What an Express Pearlexa Warranty Is Intended to Cover
Unless the applicable product-specific terms state otherwise, an express Pearlexa warranty is intended to cover genuine defects in materials, workmanship or normal product function that arise during the applicable warranty period under normal use within the product's published ratings, installation requirements and instructions.
3. Warranty Assessment and Remedy
Pearlexa may first troubleshoot, inspect or test the product and verify the relevant purchase and product details. Where a qualifying defect is confirmed, Pearlexa will provide the remedy appropriate to the circumstances and applicable terms. This will normally be repair or replacement with the same model or an appropriate equivalent where available. Where Pearlexa cannot reasonably provide an appropriate repair or replacement, or where another remedy is required by applicable law, Pearlexa will provide the appropriate lawful remedy, which may include a refund.
4. Proof of Purchase and Product Identification
Customers should retain the purchase receipt, invoice or order confirmation and the product serial number or other product identifier where applicable. Pearlexa may request reasonable information needed to verify the purchase, product identity, applicable warranty period and reported fault.
5. Warranty Exclusions
To the extent permitted by law and subject to the product-specific warranty terms, warranty coverage may not apply to damage or failure caused by misuse, accident, unauthorized repair or modification, improper installation, operation outside published electrical/environmental ratings, abnormal external electrical conditions, physical or liquid damage after delivery, consumable wear where expressly identified, or use contrary to supplied instructions. Pearlexa will not rely on an exclusion to avoid responsibility for a defect, safety obligation or consumer right that applicable law requires us to remedy.
6. Warranty Transport and Service Handling
For a qualifying warranty claim, Pearlexa will provide reasonable instructions for inspection, collection, return or service. Where a product needs to be transported because a qualifying warranty defect is confirmed, Pearlexa will arrange or bear reasonable transport as appropriate to the circumstances and applicable law. Customers should not send products to the registered office or another location without first receiving service instructions.
7. Replacement Products
Unless the applicable product-specific terms, written confirmation from Pearlexa or applicable law provides a longer period, a replacement product continues under the remaining applicable express warranty period of the original purchase. A replacement does not reduce any consumer right that cannot lawfully be excluded.
8. Software, Connectivity and Connected Services
Some Pearlexa products may include software, firmware, mobile-app or connected-service functionality. Product-specific documentation may state the supported features, compatibility requirements and service conditions. Ordinary technical support, software/service availability and a hardware warranty are separate matters unless the applicable product-specific terms expressly state otherwise.
9. After-Sales Support
Pearlexa provides product and technical assistance through Pearlexa Care and our support team. Depending on the product, this may include setup assistance, troubleshooting, warranty intake, diagnostics, repair coordination, replacement handling and other after-sales support.
10. Relationship to Returns and Refunds
A warranty claim is separate from a change-of-mind return. Pearlexa's general position on incorrectly supplied, damaged, defective or materially misdescribed products, and on paid orders that Pearlexa cannot fulfil, is set out in our Returns, Replacements & Refunds Policy.
11. Consumer Rights
This policy and any Product Warranty Schedule operate in addition to consumer protections that cannot lawfully be excluded. If a dispute remains unresolved after contacting Pearlexa, a customer may use any redress mechanism available under applicable Sri Lankan law, including the Consumer Affairs Authority of Sri Lanka where relevant.
12. Contact
Pearlexa Pvt Ltd
Company No. PV 00354432
76/G, 2nd Lane, I. Jothipala Mawatha,
Malabe 10115, Western Province, Sri Lanka
Phone: +94 70 177 3290
Support: support@pearlexa.com