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.

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?

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.

• 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.

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.

There are 4 different cases of non-compliance:

• The product is not the correct color: You have the option to keep the product and as a commercial gesture for the error we will give you a discount code of 12 euros. Or you can request an exchange (Remember that for products in "Correct" status the color is not guaranteed).
• The model of the smartphone is not correct: In this case, we suggest an immediate exchange.
• The product does not have the correct capacity: In this case, we will also immediately initiate an exchange procedure.
• The product is not of the correct aesthetic category: For this type of request, we must have the necessary elements to support it. Please contact us by clicking on this link, without forgetting to specify in the subject of the message the reference of the order.

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

• A battery with at least 90% 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 30-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 30-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.

Before starting a return process…

Does it feel like your smartphone is draining too quickly? On all iPhones, regardless of the model, the battery typically lasts less than 8 hours of normal daily use. We have never seen a model exceed this time.

Have you checked all the settings that could drain or optimise your battery? Many default settings on a new iPhone consume more power than necessary.

Here are some examples of optimisation:

• In Settings ⇒ General ⇒ Accessibility: enable “Reduce Motion”

• In Settings, minimise Background App Refresh for apps (individually adjustable per app)

• In Settings ⇒ Privacy ⇒ Location Services: select “Never” or at least “While Using the App” for apps that don’t require location services

• Enable Low Power Mode

We hope this helps 🙂 If the problem persists and your battery is still under warranty, we will open a return procedure.

The return procedure

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

You can report the following types of problems:

• Technical issues
• Aesthetic issues
• After-sales service request
• Accessory issues
• If you have an inconvenience or you cannot make your request through your customer account, you can contact us by clicking on this link. Don’t forget to indicate the subject [After Sales Service Request] + the order reference.

Our products are guaranteed "Satisfied or refunded" up to 21 days after delivery. During this period, you can request a refund of your order.

Beyond this date, we will apply the warranty if you have any problem with your mobile smartphone, i.e. repair or replacement.

For more details, here is a description of each aesthetic category proposed by CertiDeal:

• Excellent: Screen: As new. Housing: Invisible surface micro scratches at 20cm. Tested and guaranteed for 2 years, unlocked and in a 100% functional technical condition.
• Very good: Screen: Excellent condition. Housing: Micro surface scratches often invisible at 20cm. Tested and guaranteed 2 years, unlocked and in 100% functional technical condition.
• Good: Screen: Micro scratches visible at 20 cm and invisible when the screen is on. Housing: Scratches or impacts visible at 20 cm. Tested and guaranteed 2 years, unlocked and in 100% functional technical condition.

If upon receipt of your device, you find that your product does not meet the definition of the aesthetic grade you requested, we invite you to take photos of your device and send them to help@certideal.com. We will review your request and determine the response you will be given. If your request is legitimate, we will exchange the product or provide compensation :)

If you are absent during carrier's normal opening hours, the carrier will deliver your parcel to the nearest relay point. You will have 7 days minimum to collect your parcel.

Changing the delivery address becomes complicated if you try to do so more than 24 hours after placing your order, as it depends on how far along your order is in the processing stage. If it is extremely impossible to receive the parcel at the address originally communicated, please contact us by e-mail at help@certideal.com.

Communicate the new address directly during the first exchange.

Our team will do its utmost to modify the address before dispatch or block and redirect the parcel if it has already been dispatched.

An invoice is automatically sent by email to each customer when your order has been sent. If you have not received this document after the delivery, you can download it directly from your CertiDeal space, in your order history.

You can track the progress of your order at any time in your personal space under the heading "My purchases". There you will find your order reference, consisting of 9 capital letters, and the status of your order.

What does this notification mean?

This notification appears when a repair has been performed on a device and provides information about the component being replaced: battery, screen, camera.

Only an Apple Genius Bar or Apple Authorized Service Provider can replace a component on the latest iPhones without these messages being triggered. This does not mean that the battery (for example) is defective, but that it has been replaced with a new one just as good as the original. And the same goes for other components.

The notification will be visible on the lock screen for a few days, and then it will only be visible in the phone settings. As for the battery, you can check its capacity with apps. You can find our battery tips in our faq in After sales services > Battery related question.

Which devices are affected?

Only the most recent iPhones (iPhone X and above) are affected.

For iOS 15.2 and later, different information is displayed depending on your model. You can check it by going to Settings > General > About > PARTS & REPAIRS HISTORY:

For iPhone XR, XS, XS Max and later versions, including iPhone SE (2nd generation), you can see if the battery has been replaced.

For iPhone 11, 12 and 13, you can see if the battery or screen has been replaced.

For iPhone 12 and 13, you can see if the battery, display, or camera has been replaced.

For iOS versions earlier than iOS 15.2, you will see an "Important battery message", "Important display message" or "Important camera message".

 
In short, this notification does not affect the performance of your device. At CertiDeal, each of the devices on offer undergoes rigorous testing for condition and functionality to ensure that the devices are of the highest quality, as good as new!

And if you still have any problems, or would like more information, you can contact us.

We propose a procedure that could solve the problem at home directly. In fact, some failures may appear without a real hardware problem, and a restore or a tweaking procedure may be enough to solve the problem.

To solve your problems, here are the steps to follow : 

First of all, make a copy of your data. Be careful, this will erase your data.

1. Make sure your Mac is up to date. If you use iTunes, make sure you have the latest version.
   1. On a Mac with macOS Catalina, open Finder. 
   2. On a Mac with macOS Mojave or earlier, or on a PC, open iTunes. 
2. If iTunes is open, close it, then open it again.
3. Keep the device connected and wait until the recovery mode screen appears:

• 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. Press and hold the top button until the device starts to reboot. Keep pressing the top button until the device enters recovery mode.

• On iPhone 8 or later models: 

Quickly press and release the volume up button. Quickly press and release the volume down button. Then press and hold the side button until you see the recovery mode screen.

• On iPhone 7, iPhone 7 Plus or iPod touch (7th generation): 

Press and hold the top (or side) button and the volume down button at the same time. Keep them pressed until you see the recovery mode screen.

• iPad with home button, iPhone 6s or earlier and iPod touch (6th generation) or earlier: 

Press and hold the home button and the top (or side) button at the same time. Keep them pressed until you see the recovery mode screen.

Attention! Make sure to create a backup of your data before proceeding with this procedure.

Removing it is quite simple. Here’s how to proceed:

1. Go to the following website: https://icloud.com/find and click on “Sign In.”

2. Enter your Apple ID and password.

   If you have forgotten your Apple ID or password, click on the option “Forgot Apple ID or Password.”

3. Click on “All My Devices” and then select the phone you want to disconnect from the iCloud account.

4. Click on “Erase” and then on “Remove from Account.”

   The iCloud account is now disconnected from the device!

If you encounter any difficulties in removing the iCloud account from your phone, please contact Apple Support via the following link:

https://www.apple.com/en/contact/

Additionally, keep your accessories (cable, wall charger, case, earphones) and do not send them with the smartphone.

Secure It So It Doesn't Move
To prevent your smartphone from moving inside the box, fill the empty spaces with newspaper, or bubble wrap if you have it available!

Seal the Box and Attach the Label
To close your box, use strong packing tape to ensure it doesn't open during transport.

Finally, attach your shipping label to the box so that it is visible to the courier.

Check, Send, It’s Done!
Perform a final check by shaking your box: if you don't hear your smartphone moving around inside, your package is ready to be sent.

Drop it off at a UPS access point, and they will take care of the rest!