All breakdowns, independent of your use, are taken care of during the 24-month warranty.

Here is the list of the breakdowns covered by the warranty :)

• Network
• WiFi / bluetooth
• GPS
• Sound speaker, internal speakers, microphone...
• Camera (front and rear) / Flash
• Touch
• Charging connector
• Face ID
• Touch ID / Home button
• Phone does not turn on.
• Vibration
• The battery
  
  

If the product is returned to us for a repair and the device shows a knock or is rusted by water, it is out of warranty and CertiDeal will not cover these additional expenses.

If the failure is not directly related to your use, the warranty will apply.

The CertiDeal warranty is very similar to the manufacturer's warranty.

The tempered glass, 3 mm thick, is placed directly on your device by our technicians.

The protective silicone case is flexible and transparent.

This pack protects the device in case of impact and limits breakage.

72% of customers bought it, 96% recommended it.

We have also a Premium version of the Zen Pack that includes a Premium Quality and Much Solid phone case.

Both options are offered during the purchase process and are often discounted for the satisfaction of the majority of our customers.

If our articles have not answered your questions, you can contact our customer service department at the following address: help@certideal.com.

According to a study by Eurostat, there are an estimated 700 million unused electronic devices across Europe, with a significant portion being smartphones.

These backup phones, kept by their owners when purchasing a new device, often become obsolete within a few months. As a result, they are never used again and remain abandoned in a drawer.

Moreover, each of these phones contains at least six valuable materials, such as gold, silver, and copper. The European Environmental Bureau highlights that recycling one million mobile phones can recover thousands of kilos of precious metals. These rare materials can be recycled if these smartphones are sold to CertiDeal.

So, do something for the planet and your finances: save your old phone! Give it a new life: CertiDeal will ensure it enjoys a well-deserved retirement and is well taken care of!

Access our trade-in offer through the following link: Resell

Unlike traditional SIM cards, which are physical and can be removed and replaced, an eSIM is a built-in hardware component that can be programmed with the mobile operator's information.

The eSIM works in a similar way to a traditional SIM card, as it allows a device to connect to a mobile operator's network. However, instead of inserting a physical SIM card, the user can activate and configure an eSIM directly on the device.

This can be done by scanning a QR code provided by the operator or by downloading the SIM card information onto the device.

The main advantage of the eSIM is its flexibility. There is no need to physically change SIM cards when switching operators or countries. It can simply be configured with the desired operator's information. This also makes it easier to use multiple accounts or phone numbers on the same device.

Not all devices are compatible with eSIM: this depends on the device's hardware and software.

Are there models that only work with an eSIM?

To check whether your device is compatible with eSIM, please go to your phone's settings and type «eSIM» in the search bar.

If you can add a SIM card on your device, it means it is compatible with eSIM.

To learn how to configure an eSIM, see this article:

How to set up my eSIM?

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?

The time indicated corresponds to the maximum period for which we undertake to deliver your product at your home or a relay point.

In the vast majority of cases, your product will be dispatched before this deadline.

Once you complete the form again, you will receive an automatic email with a new prepaid UPS shipping voucher. With this new voucher, you can proceed to ship your phone for free.

If you do not receive your UPS voucher, we invite you to contact us via email at the following address: rebuy@certideal.com so that we can provide you with a solution as soon as possible.

1. Open your device's settings.

2. Go to the «Wi-Fi» section.

3. Turn on the phone's Wi-Fi.

4. Then go to the phone's mobile data settings.

5. Tap «Add eSIM».

6. Tap «Use QR Code».

7. Scan the QR code.

8. Once the QR code has been scanned, simply wait for the eSIM to be activated.

Your eSIM card is now set up on your device and ready to be used!

To learn more, see our article: What is an eSIM?

If you ordered a model lower than iPhone 8:

Go to Settings=> Battery=> Battery status: the battery will display a status of 100 or 99%.

If you ordered a model equal to or greater than iPhone X:

You have iOS 13 or lower: go to Settings=> Battery=> Battery status: the battery will display a status of 100 or 99%.

You have iOS 14 or higher and a model greater than or equal to iPhone X:

Unfortunately Apple has disabled the battery status screen if the battery has been changed outside the Apple Store (which is the case for your phone). You will therefore see a message showing "repair" and then a message explaining that the iPhone can not give the battery health because the battery was changed outside the Apple Store. No problem, you will be able to check the battery health in other ways.

There is a lot of software available to check the battery level. We recommend the 3utool software, available on Mac and PC at the following link https://www.3u.com/. iTunes must already be installed on your computer.

For all our Smartphones & MacBooks (excluding the new battery option):

• A battery with at least 85% of its original capacity in Premium condition

• A battery with at least 80% of its original capacity in Perfect condition

• A battery with at least 80% of its original capacity in Very Good condition

• A battery with at least 80% of its original capacity in Good condition

For our iPads, the battery is always guaranteed to be at least 80% of its original capacity in all conditions.

What is the warranty on my device’s battery?

The battery of your device, whether new or not, is covered by our 24-month warranty. The warranty covers battery failures that occur without any action or damage from your side (for example: a phone that immediately shuts down, overheating, a swollen battery, etc.).
The warranty does not cover the remaining capacity of your battery, which will naturally decrease over time depending on usage.

If you selected the new battery option, you benefit from:

• A brand-new battery with 100% of its capacity

• The same 24-month warranty on the battery

Do you want to check your battery status?

• If you ordered a model older than iPhone 8:
  Go to Settings ⇒ Battery ⇒ Battery Health: it will show a value between 97% and 100%.
  Setting up the device and synchronising data uses a lot of resources, so the iPhone automatically recalculates battery life. This does not mean the installed battery isn’t optimal. After configuration and first use, the figure stabilises.

• If you ordered a model iPhone X or newer:

  • With iOS 13 or earlier: go to Settings ⇒ Battery ⇒ Battery Health: it will display 98% or 100%.

  • With iOS 14 or later: Apple disabled the display of battery health if it was replaced outside an Apple Store (which is the case for your device). You will see a “Repair” message explaining that the iPhone cannot provide the battery capacity.

There are many programs available to check battery level. We recommend 3utools, available for Mac and PC at http://www.3u.com. Please note: iTunes must be installed on your computer beforehand.

Here are the steps to follow:

1. Fill the form at this  link: Resell
   
2. Erase the data on your device by resetting it and remove the iCloud account.
   If you have difficulty removing the iCloud account from your phone, we explain how to do it here: https://certideal-eu.helprace.com/i147-how-to-remove-the-icloud-account-from-my-device-if-it-cannot-be-turned-on
   
   Attention! We will not be able to buy your device if it is still connected to your iCloud account.
3. Prepare your package and send it for free with the UPS shipping label we sent you by email.
   If you want more tips on how to prepare your shipment, we invite you to consult the following page: https://certideal-eu.helprace.com/i148how-to-package-your-product
   
4. Once we receive your device at our facilities, our technical team will verify that the phone meets the criteria you specified (model, condition, capacity).
5. As soon as the tests are completed and the phone is declared compliant, we will proceed with the payment for your device. Otherwise, if your device does not meet the specified criteria, we will contact you as soon as possible with an appropriate counteroffer.

You already use or wish to use eSIM technology:

Starting from the iPhone 14, all models sold on CertiDeal are compatible with eSIM technology.

To set up the eSIM on these iPhone models, see the following guide: How to configure the eSIM on my iPhone?

You prefer to use or keep a physical SIM for your iPhone 14, 14 Plus, 14 Pro or 14 Pro Max:

If you wish, we can offer you a physical SIM instead of an eSIM. Place your order and you will then receive an email to make your choice.

You prefer to use or keep a physical SIM for an iPhone in the 15, 16 or 17 series:

For most of these models on sale starting from the iPhone 14, we can offer you a physical SIM instead of an eSIM, if you prefer. Place your order and you will then receive an email to make your choice.

However, some products are available exclusively with eSIM, with no option to switch to a physical SIM.

These are the following models:

• iPhone 15 256 GB
• iPhone 15 Pro 256 GB
• iPhone 16 128 GB, iPhone 16 256 GB
• iPhone 16 Pro 128 GB, iPhone 16 Pro 256 GB
• iPhone 16e
• iPhone 17 Air (sold by Apple exclusively with eSIM)

For all other models and capacities, you will be able to let us know your preference after placing your order.

Note: Apple's iPhone 17 Air is sold only with eSIM and most likely future iPhones will be too. This technology will become the standard in the years to come!

• Check if the problem is not coming from the charger. Try charging your smartphone with another charger.
• Check that there is no dust on the charging connector that prevents contact with the charger. We invite you to watch this video.
• Do a forced reboot of the device.

In fact, the screen can stay locked or black without a real hardware problem. A forced reboot does not mean that you lose the contents of the device. You can force restart the device even if the screen is black or the buttons are unresponsive.

Follow these steps:

• iPad models that do not have a home button: quickly press and release the volume up button. Quickly press and release the volume down button. Then press and hold the power button until the device restarts.
• On iPhone 8 or later models: Quickly press and release the volume up button. Quickly press and release the volume down button. Finally, press and hold the side button until the Apple logo appears.
• iPhone 7, iPhone 7 Plus and iPod touch (7th generation): Press and hold the top (or side) button and the volume down button until you see the Apple logo.
• iPad with home button, iPhone 6s or earlier models, and iPod touch (6th generation) or earlier models: press and hold the home button and the top (or side) button until you see the Apple logo.

We hope these steps solve your problem. If not, we will open a return procedure for your order.

The return procedure

To open a return procedure, please refer to our article dedicated to that topic.

• A battery with at least 85% of its original capacity in Premium condition

• A battery with at least 80% of its original capacity in Perfect condition

• A battery with at least 80% of its original capacity in Very Good condition

• A battery with at least 80% of its original capacity in Good condition

For our iPads, the battery is always guaranteed to be at least 80% of its original capacity in all conditions.

What is the warranty on my device’s battery?

The battery of your device, whether new or not, is covered by our 24-month warranty. The warranty covers battery failures that occur without any action or damage from your side (for example: a phone that immediately shuts down, overheating, a swollen battery, etc.).
The warranty does not cover the remaining capacity of your battery, which will naturally decrease over time depending on usage.

If you selected the new battery option, you benefit from:

• A brand-new battery with 100% of its capacity

• The same 24-month warranty on the battery

Do you want to check your battery status?

• If you ordered a model older than iPhone 8:
  Go to Settings ⇒ Battery ⇒ Battery Health: it will show a value between 97% and 100%.
  Setting up the device and synchronising data uses a lot of resources, so the iPhone automatically recalculates battery life. This does not mean the installed battery isn’t optimal. After configuration and first use, the figure stabilises.

• If you ordered a model iPhone X or newer:

  • With iOS 13 or earlier: go to Settings ⇒ Battery ⇒ Battery Health: it will display 98% or 100%.

  • With iOS 14 or later: Apple disabled the display of battery health if it was replaced outside an Apple Store (which is the case for your device). You will see a “Repair” message explaining that the iPhone cannot provide the battery capacity.

There are many programs available to check battery level. We recommend 3utools, available for Mac and PC at http://www.3u.com. Please note: iTunes must be installed on your computer beforehand.

We offer our customers a 24-month guarantee on all the products available on CertiDeal website. In the event of a breakdown, CertiDeal is your sole point of contact!
Our premises are based in France. We take care of the diagnosis, repair or replacement of the appliance depending on the problem, as well as the cost of returning the appliance.

However, our buyback offer is not conditioned on the purchase of a new device, so you can access it without placing an order with us. CertiDeal will offer you a price based on the criteria you have specified (model, condition, capacity).

To access our buyback offer for your device, we invite you to click on the following link: Resell

For more information, we invite you to consult the following page of our FAQ: https://certideal-eu.helprace.com/i146-how-to-sell-my-smartphone-on-certideal

Tip: with a slightly damp toothbrush, rub the affected area (speaker, microphone, sound output in calls next to the front camera).

We hope we have solved the problem, otherwise we will open an application. To do this, we invite you to consult our article dedicated to this topic.

The tempered glass, 3 mm thick, is placed directly on your device by our technicians.

The protective silicone case is flexible and transparent.

This pack protects the device in case of impact and limits breakage.

72% of customers bought it, 96% recommended it.

We have also a Premium version of the Zen Pack that includes a Premium Quality and Much Solid phone case.

Both options are offered during the purchase process and are often discounted for the satisfaction of the majority of our customers.