Sometimes our technicians are unable to repair a device. For example, because the damage is too extensive or because a part is no longer available. In that case, we will look for another solution for you. So you will never be left empty-handed.
We will always contact you first
Does our assessment show that we cannot repair your device? We will let you know by email. We will explain what is wrong and which solution we can offer you.
Is the issue covered by the warranty?
Then we will resolve it for you free of charge. There are two options:
- A replacement device: you will receive an equivalent device of the same model and in the same condition and with the same storage capacity. If it is not in stock, we will work with you to find a suitable alternative.
- Your money back: are we unable to offer an equivalent device? Then we will refund the purchase price. Depending on how long ago the original order was placed, a partial refund may apply. This almost always corresponds to the current value.
Please note: are you receiving a replacement device? Then the warranty of your first device applies. It does not start again.
Is the issue not covered by the warranty?
For example, in the case of damage caused by a fall or water damage? We will let you know what is possible:
- Paid repair: if the device can still be repaired, you will first receive a quote. You decide whether we carry out the repair.
- Your device returned: do you not want a repair, or can the device really no longer be repaired? Then we will return it to you unrepaired.
My data was still on the device
If you receive a replacement, you will not get your old device back. So always make a backup before sending your device to us. We cannot retrieve or transfer data for you.
How long does it take?
We will let you know as soon as possible, usually within the turnaround time of 3 working days. If we need to look for a replacement device, it may take a little longer. We will keep you updated by email.
Need help?
Do you have questions about the solution we propose? Contact our service desk on working days from 08:00 to 17:00 via WhatsApp, chat, telephone or email.
Checked, repaired, guaranteed. This is refurbished.