The Seller is obliged to offer Buyers a 12-month contractual warranty period, which serves as an additional safeguard for the quality and functionality of the product offered, going beyond the statutory consumer rights. This period is calculated from the date the product is delivered to the Buyer and covers any defects or operational irregularities resulting from material or manufacturing faults. The Seller is not permitted to offer any contractual warranty period longer than 12 months. Any warranties exceeding this limit, or covering a broader scope of services, may only be granted directly by the Platform Administrator under separate terms and conditions set out in its regulations and policies.

Regardless of the contractual warranty, the Seller bears full liability, under the laws applicable to the market where the product is delivered, for the lack of conformity of the goods with the Sales Agreement. This liability includes the obligation to provide Buyers with the right to make a complaint for a period of 24 months from the date of delivery. During this time, the Buyer is entitled to exercise their rights related to the discovery of defects or faults that undermine the conformity of the goods with the agreement.

The Seller’s liability applies in particular when the purchased product proves defective, fails to meet the parameters or functionalities specified in the product description, or when its appearance or operation deviates from the declared condition. This applies both to defects discovered during use and those that already existed at the time of delivery to the Buyer, even if they became apparent only later. An exception is made for natural wear and tear resulting from normal use of the device, which is not covered by either the contractual warranty or the liability for non-conformity of the goods with the agreement.

Compliance with the above provisions is essential to ensure Buyers’ full protection of their rights, to maintain a high level of trust in the Seller’s offer, and to ensure that all actions are in line with the Platform’s regulations and applicable laws.

In the event of a complaint or warranty claim submitted by the Buyer, the Seller is obliged to review the claim within 14 calendar days from the moment it is received. If returning the device is necessary for the review, this period is counted from the day the Seller receives the product.

Upon receiving the device, the Seller normally has 7 business days to repair or replace it. In exceptional cases, this period may be extended — up to a maximum of 30 business days. If the repair requires sourcing hard-to-find spare parts, the period may be prolonged, subject to the Buyer’s consent.

When sending the product back, the Seller should provide a tracking link. This allows the Buyer to check the current delivery status at any time and see where their device is located.

If the Product is returned to the wrong address due to the fault of the Seller or the carrier, the Seller must immediately clarify the situation, cover all necessary costs, and offer compensation to the Buyer.

The Buyer is entitled to a refund of the shipping costs in the case of a justified complaint.

If the Buyer returns a product with a disclosed defect that is not covered under the granted warranty (for example, defects caused by the Buyer’s actions or negligence), the Seller is required, within no more than 72 business hours from the moment of physically receiving the returned shipment, to provide the Buyer with a clear, detailed, and complete explanation of the reasons for excluding warranty liability. This explanation must be supported by indisputable evidence that unequivocally confirms the defect in question does not qualify for repair or replacement under the warranty.

A warranty claim may only be rejected if the Seller possesses reliable test documentation proving that the reported defect or damage did not exist at the time the product was originally shipped to the Buyer. This documentation must be made available to the Buyer in the form of clear test reports generated using authorized and approved diagnostic software. These reports must be accompanied by high-resolution photographs of the device, with the date of capture and the device’s serial number or IMEI number visibly displayed directly on the screen, in order to confirm the authenticity of the evidence.

If the Seller fails to provide the Buyer, within the required timeframe, with complete evidence justifying the exclusion of warranty liability and simultaneously refuses to fulfill their warranty obligations, the Platform reserves the right to charge the Seller for the costs of repairing the device and returning it to the Buyer.

The scope of the warranty does not include software-related defects arising from the Buyer’s actions or interference, such as the intentional or unintentional installation of malicious software (e.g., viruses). Such damage may only be classified as caused by the Buyer if the Seller can prove this fact by presenting a valid certificate of software authenticity or an official device test report generated using appropriate diagnostic tools (for smartphones – exclusively tools that are approved).

With regard to cases of oxidation or corrosion of the device’s components, warranty liability may only be excluded if the Seller presents conclusive proof that, at the time of delivery, the product showed no signs of liquid contact or corrosion. Such proof should be in the form of a test report supplemented with photographs of the Liquid Contact Indicators (LCI) taken in a manner that allows for their clear and unquestionable identification.

Regardless of the circumstances, the Seller is not permitted to charge the Buyer any costs related to service work, diagnostics, verification, or technical inspection of the product carried out as part of the warranty procedure, whether under contractual or statutory warranty – even if the warranty claim is ultimately rejected.

As a general rule, the warranty granted for a product automatically expires if the device is opened, disassembled, or otherwise tampered with by any individual or entity other than the seller who was a party to the original sales agreement. Such interference is considered a breach of the product’s integrity, which may result in the loss of eligibility for warranty services.

However, there are specific, strictly defined exceptions to this rule, in which opening or disassembling the device does not automatically lead to the termination of warranty coverage.

The first exception applies when the customer obtains written and explicit consent from the seller to have the device inspected by an authorized repair service holding the appropriate certifications and permissions to work with the specific type of product. In such cases, merely opening the device for diagnostic or repair purposes does not constitute grounds for voiding the warranty.

The second exception concerns the possibility of using an external repair service without the risk of losing the warranty, provided that such an arrangement is permitted under the contractual terms or mutually agreed upon by both parties. It is important that the service provider operates in compliance with applicable standards and does not introduce modifications beyond the scope of the necessary repair.

Another permissible scenario is the so-called mystery shopping test — a procedure initiated by the Platform involving an independent inspection carried out by a certified service provider to verify the quality of products offered by the seller. In this context, opening the device is justified and will not result in the loss of warranty, provided the test is conducted under the Platform’s authorization.

The final exception applies to situations where the device has a swollen battery, making it unsafe to ship under the standard return or warranty claim process. In such cases, the customer is entitled to have the battery replaced at a local repair service solely to restore the device to a condition suitable for safe transport. If the local repair service confirms the swelling of the battery, the seller is obligated to cover all reasonable costs related to the diagnosis, analysis, and replacement of the defective component.

Compliance with the above provisions ensures a balance between protecting the Buyer’s interests and giving the seller certainty regarding the technical condition of the product at the time of fulfilling warranty obligations.

In situations where the Buyer challenges the Seller’s decision to reject a warranty claim, the Seller has the right – in order to reach an objective resolution of the dispute – to commission a detailed inspection of the product by an independent, certified partner service center with the appropriate authorizations and proven expertise in diagnosing devices of the relevant type.

If the Buyer presents the results of a diagnostic test carried out by a repair workshop that contradict the Seller’s own findings, the decisive and binding result shall be that of the test conducted by an impartial, independent third party. Such an inspection must be performed in a reliable manner, using authorized diagnostic tools, and the report must include complete photographic documentation, device identification details (serial number, IMEI), and a description of the applied testing procedure.

If the independent service center confirms the validity of the warranty claim, the Seller is obliged not only to accept the claim but also to cover the full costs of the test conducted by the independent entity, as well as any costs incurred by the Buyer in the repair workshop that initially performed the diagnosis.

Furthermore, if the results of the inspection carried out by the independent service center clearly indicate the necessity of repair, that service provider shall have the right – with the Buyer’s consent – to carry out the repair directly, without the need to send the device back to the Seller. In such cases, the Seller shall bear all costs associated with the repair, including parts, labor, and any follow-up testing to confirm the proper functioning of the device after the defect has been remedied.

This procedure is intended to ensure that the Buyer’s rights are fully protected while also guaranteeing that disputes regarding the technical condition of the product are resolved in an objective, transparent, and evidence-based manner, in line with the highest standards of service on the part of both the Seller and independent service providers.