Xbox Support

Xbox 360 and Xbox One Consoles and Accessories – Returns/ Warranty Procedure

Warranty Periods:

  • Xbox 360 and Xbox One Consoles – 1 Year warranty from date of purchase
  • Xbox 360 and Xbox One Accessories – 6 Month warranty from date of purchase
  • Kinect Sensors – 1 Year warranty from date of purchase

 Retail Store Procedure – Faulty console or accessory within the FIRST 14 DAYS of purchase date:

  • Customer can return the faulty item to the retail store it was purchased from.
  • Faulty item needs to have all the components that came with the purchase, including the original packaging and receipt. (Items that are not in the original packaging will not be credited).
  • The retailer must replace the complete console or accessory and return the faulty item to Prima Interactive within 8 weeks of the purchase date.
  • No reference numbers are issued to authorise the exchange.

To arrange collection of the faulty units that were FAULTY within the FIRST 14 DAYS at store level, please email

Documents and information to accompany the email:

  • Customer receipt
  • Store Name
  • Contact Person
  • Contact Number
  • Store address
  • Explanation as to what is wrong with the item
  • Purchase and exchange receipts
  • Any documentation required for a credit
  • Please check that the serial number on the box matches the S/N on the console.

Customers Warranty Procedure – Faulty console or accessory AFTER 14 DAYS of purchase date:

  • Stores may not swop out or replace the faulty Xbox console or accessory after 14 days.
  • Customer needs to contact Microsoft directly to log a warranty claim. (*Contact details as per below).
  • Stores are unable to log the warranty claim on behalf of the customer. Microsoft request personal information from the customer and verification via email or a one time pin.
  • A reference number (Service Request Number) will be issued by Microsoft to the customer and within24/48 hours Seabourne will receive the warranty claim information.
  • Seabourne will arrange the collection of the faulty unit and dispatch a replacement as long as, the console or accessory has not been tampered with in any way. (Warranty Claim should be resolved in 7 working days – if there are any delays passed 7 days, customer to call Seabourne and quote the Microsoft Service Request number).

*A warranty claim can be logged:

1. On-line via the Microsoft Device Support site –

Open 24 hours a day, 7 days a week

2. Calling the Microsoft Call Centre – 0800 991 550 (Toll Free)

Monday – Friday: 10:00 – 18:00

(Alternative Number if the Toll Free number is not working: 0860 22 55 67 or 0214273027).

Seabourne Contact Details – Only to be contacted once the customer has a Microsoft Service Request Number.

1st Contact:  Rachael / Nicole / Magda 011 396 1900

Escalation past 7 days of warranty being logged:  William – 011 396 1900

All emails to go to with William in copy

For additional queries please contact:

Arthur Mabaleka – Prima Interactive Xbox Support Representative

Tel: 011 549 2320/1/2