All about returns
All our phones come with a 2-year warranty!
What does the warranty cover?
The warranty covers all technical failures of the product, excluding shock and water rust. The warranty period can be extended if a warranty extension has been purchased when ordering from CertiDeal.
How to report a problem?
To report a problem, you can go to your personal space in the "My orders" section. When you click on the small arrow on your order, the "After-sales service" button appears. You must follow the steps step by step to define the problem. The request will be created and we will contact you within 48 hours at the latest.
What happens next?
If the request has been validated, and the remote solutions do not solve the problem, we will open a warranty procedure.
You will receive an email with instructions on how to return the product (address, packaging, reset, etc.).
We will contact you as soon as we receive the product at our facility. You can follow the progress of your order in your personal space under "My orders".
Once we have received the package, the process may take 5 to 10 working days to finalize the return request. During this period, we will diagnose the product and, depending on the case, proceed with a repair or an exchange.
If you have not yet contacted us, but would like to try the DFU restore procedure, to see if the problem can be solved in this way and avoid sending your phone back to us, see the article dedicated to the restore procedures.
How to pack my phone?
Pack your smartphone in a cardboard box.
Pack your smartphone in a cardboard box for optimum protection. If you don't have a cardboard box, try your local shop! They will surely have what you are searching for. :)
Keep your accessories (cable, wall socket, case, earphones) and don't send them back with the smartphone.
Wrap it so that it cannot move.
To prevent your smartphone from moving around inside your box, the idea is to pad the empty spaces with newspaper, for example, or bubble wrap if you have some!
Close the box and stick the voucher.
To close your box, use large removal tape to prevent it from opening during transport.
Finally, stick your voucher on the box so that it is visible to the delivery person.
Check, post and off you go!
Last check, shake your box (gently! Don't break it ;)): if you don't hear your smartphone moving around inside it, your parcel is ready to be sent.
Drop it off at the carrier Office, and they'll take care of the rest!
