1- Return and warranty policy:
We accept returns within a period of 14 days after the end of the sale in the event that the product does not meet the expectations generated or indicated and under mutual agreement as long as the condition of the product, box and accessories is exactly the same as it was. been received. For returns due to product malfunction or technical failure, the return period will be considered up to 30 days.
In order to be able to make a credit for the amount paid, it is essential that the product arrives to us with the original box and with all the accessories without having been used. The amount of products with signs of use, incomplete or manipulated will not be refunded.
For both withdrawal returns and replacements, it is essential that the products include their original box and accessories, as well as not present any signs of use, damage or considerable flaws in both appearance and system. Otherwise the request will be considered null and void and the unit will be repaired.
Based on the manufacturers’ warranty and return conditions, any product, box or accessories that are returned in a state different from that sent will be considered used. This includes that the product has had some use, even minimal, has charging cycles, has been turned on and/or activated, and has other signs of use. Consequently, the return due to withdrawal will be rejected. Our team will not authorize returns due to withdrawal that are deemed to inflict some of these price conditions on the request, in order to avoid subsequent rejection by the manufacturers and the consequent costs for customers.
All units of global ROM international models, mainly from the manufacturer Xiaomi, Oneplus and Huawei, come directly from the factory with the unsealed box, because the units are checked prior to shipping and the Global ROM is configured for correct operation in Europe. That does not mean that they stop being new. If you check the unit you can see that it has no defects, if you check its IMEI as well as the charging cycles, you can clearly see that they are new.
The warranty on all our new products is 2 years from receipt of the product. For any type of procedure, it is essential that proof of purchase be kept. The first year the warranty is granted by the manufacturer, which our store is in charge of managing. The warranty for refurbished products is 1 year.
Most manufacturers usually consider some device components as consumables, mainly including smartphone screens and batteries. They suffer great wear and tear based on use, load cycles, humidity and other setbacks. Due to this, manufacturers only provide a 1-year warranty from receipt of the product for these consumable components. Once this period has passed, the client must attend to it and replace it by their own means.
Any repair carried out by the same client, user, third parties not authorized by the manufacturer, will be grounds for cancellation of the remaining warranty and the product will no longer be covered by the warranty.
The shipping cost and the commission generated by the payment method must be deducted from the total to be paid.
Return shipping will be borne by the buyer in case of return due to withdrawal and by the seller in the event of a technical failure or failure to comply with what is indicated. Under no circumstances will we accept a package sent to our warehouse freight collect.
Our company will replace any original defective product if the problem appears within the first 30 days of use. If a problem appears later, the item will be sent to the factory for repair or replacement, with shipping being the responsibility of the seller in the event of a technical failure.
It is absolutely mandatory to present proof of purchase and IMEI of the product in the case of mobile telephony for returns such as warranty procedures. Upon receipt of the defective product, our technician will review the issue and we will send your unit to the manufacturer for repair. The usual repair time from the manufacturer is 10-15 business days and round-trip shipments take approximately 20 business days, so in total it will be an estimated time of 30-45 business days. Please note that damage caused by impacts or misuse of the unit, as well as modifications to the system, are exempt from warranty and will not be resolved.
For products in the warranty period, based on the manufacturers’ recommendations, our online support team reserves the right to request from the customer/user of the product all the tests that it considers appropriate and that are suggested by the manufacturer in order to determine if the failure may be caused by the user, custom installations or modifications, viruses or conflicts between applications. The user is responsible for the modifications that have been carried out in the system, as well as its facilities, and it is their duty to ensure its correct maintenance and safety. The user must correct said changes and system damage by their own means and, failing that, demonstrate that the fault caused is factory-related and not system-related. For this, online tools are made available by manufacturers that allow these anomalies to be detected.
If 6 months have passed since the delivery of the product, the manufacturer reserves the right to request the user/customer to prepare a technical report prior to any authorization of a warranty request. Said technical report is required by the manufacturer to avoid requests for damage caused by use/user and show that it is due to manufacturing defects covered by said warranty. The client is responsible for preparing said technical report and paying for it if applicable. If it is a manufacturing fault, the manufacturer will pay the cost of said report after the request is resolved. The customer is responsible for making said report at any repair center associated with the product in question, as well as the location of the technical service that will issue said report based on their preferences and territorial location.
If you are in the second year, to use the warranty, please contact us directly.
The delivery time may vary according to inconveniences or delays in transportation, for which our stores are not responsible.
All warranty requests must be made by opening tickets, following the steps indicated by our customer service team.
Our customer service team will provide each customer with the corresponding shipping address for each case. We are not responsible in the event that a customer sends a product under warranty to any address other than that indicated by our support.
Products that are international models (global ROM), during the warranty period, must be sent by customers to our warehouse in China, which is where the manufacturer provides its technical service and warranty only.
For global version products, most of them have an extended warranty from the manufacturers and their repair and technical assistance can be managed directly with the manufacturer’s service in the customer’s destination country. In this case, customers must manage their warranty locally directly with the manufacturer under our instructions.
Products that have been purchased in conjunction with direct replacement insurance will be replaced with a new similar product during the insurance coverage period. The replacement period will depend on the availability of the replacement product in each case.
To use the direct replacement insurance, it is essential that the insured product only has technical failures inherent to the unit and not generated by incorrect use or manipulation of the system. It is also essential that the unit does not show considerable damage or signs of use on the outside. Units with signs of use and defects in appearance will not be replaced.
In purchases with shipping from Hong Kong or China, it is likely that the customer will have to pay customs costs to their country when receiving the package. The tax is the responsibility of each client and will not be refunded by our company under any circumstances. If you have any questions regarding the taxes that must be paid on your shipment, the client can consult the customs and tax agency directly, since they are in charge of collection and management.
It is suggested that the client does not choose to request the return of the shipment to origin, since it can take months to process and sometimes customs never finishes completing the return, which would make it impossible for us to issue the refund. We can only refund returned shipments that finally arrive at their destination and are delivered to our warehouse. Any shipment that does not arrive at our warehouse and is tracked as delivered cannot be refunded. The customer is responsible for any defect or loss that the shipment may suffer upon return from customs.
The customs classification period depends exclusively on customs, is beyond our control and may considerably extend the delivery time estimated in the offer. The estimated delivery time in the offer does not take into account delays caused by customs.
The customer waives any claim or official complaint for not receiving his shipment or refund due to a shipment not received under customs return.
The customer is responsible for knowing, prior to purchase, their obligations regarding current regulations on the importation of international products.
Any NON-receipt of a shipment caused because the client has not made the corresponding customs procedures is beyond our responsibility.
The maximum delivery time for orders with international shipping without considering customs delays is 60 days, which may be extended due to customs delays. It is the period estimated by the transport to locate the shipment or consider it lost. After that, if we have confirmation from transportation that the shipment has been lost, our company will complete the refund to the customer. A refund cannot be completed before transportation confirms the loss of the shipment.
In case of returns or returns, the customer is responsible at all times for the state of the shipment, product, box and accessories, any case of damage, deterioration or loss of the shipment, the customer is responsible for the same, thus directing their claims to transportation and insurance contracted by the client.
Our company is from Hong Kong, so VAT-VAT is 0% included in the price.
The customer accepts these conditions at the time of purchase and agrees to respect and accept them.
In the event of any contradiction regarding these conditions, any claim or complaint will be filed under our jurisdiction in the city of Hong Kong.