Warranty & Repairs

Is there a problem with your product? Don't worry, we're here to help. Register your product for repairs immediately using the green button or read this page for more information.

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All products that can be purchased from us are subject to statutory warranty and manufacturer's warranty. This means that the product should do what consumers can reasonably expect of it.

Warranty

It is important to us that your product is repaired properly and quickly. That is why we work with the best repair companies certified by the brand of your product. This way, we can guarantee a repair that meets the manufacturer's standards. When you purchase a telephone device from us, you are entitled to a six-year legal warranty, but some products also have a manufacturer's warranty. This warranty is provided directly by the manufacturer. The legal and manufacturer's warranty expire at the same time, in which the legal warranty serves as the basis, and the manufacturer's warranty can be seen as an addition.

The repair company will determine whether your defect is covered by the warranty or not.

• Your product has software problems or another defect through no fault of your own
  If your product stops functioning properly due to a manufacturing defect, repair is covered by the warranty and is free of charge. Your product will be delivered back to you free of charge after repair. Of course, you prefer to avoid that your product has to be repaired. Fortunately, you can solve many software problems yourself. Therefore, always check out our page with common problems and solutions before you send your product for repairs.
  
  Please note: Does your product also have user damage? The repair company always repairs all defects in order to guarantee the quality of the product. A partial repair is not possible. It is therefore possible that you will receive a quotation for this.


• Your product has user damage
  Fall, impact, water, and pressure damage are never covered by the warranty. Your warranty is also cancelled in the event of damage caused by dirt, which affects the functioning of your product, or incorrect cleaning of your product. Finally, your warranty also expires if the device is opened by a third party, which is someone who doesn't have permission from the manufacturer. In those cases, you'll always receive a quotation. You can then decide for yourself if you want your product repaired against that price.

Repairs not covered by the warranty

Your product's brand selects the repair shops that are allowed to carry out warranty repairs. After the repairs by a party certified by the brand, the original warranty period of your product will start again. These repair shops always use original parts and check your product completely, so that everything works as it should and your product meets the standards of the brand. Because of this, a quote for a repair that is not covered by the warranty can sometimes be higher than you might expect.

Does your phone have user damage and is it therefore not covered by the warranty? Then you can also choose to have your phone repaired at a non-certified repair company in your area. These parties are often cheaper and faster and sometimes also offer the possibility to use original parts. Keep in mind that after the repair you will no longer be entitled to the manufacturer's warranty.

Do you no longer have a warranty, for example, because your warranty period has expired or because your device has user damage? In this case, we do not cover the inspection costs.

Please note! If you let your device be repaired by an uncertified party, you will lose the warranty on your device. We therefore only recommend this if your defect is not covered by the warranty and the warranty period of your product expires within a few months.

Register your device for repairs

We are sorry to hear that you are having issues with your phone or tablet! Luckily, we can fix this for you. Repairs usually take somewhere between 5 and 10 business days. If the repairs company needs to order parts, this can be a bit longer.

Always reset your device to the factory settings before you send it for repairs. Do you have an Apple iPhone? Then make sure the Find My iPhone function is disabled. Otherwise your device can not be repaired.

Register product for repairs >

Register your accessory for repairs

A faulty accessory is very inconvenient, but we will help you to fix it. We always give you at least 6 months warranty on all accessories.

Are you sending in earphones for repair?
From a hygiene point of view, earphones that you send in for repair should be free of dirt. When you send us earphones that are not clean, a cleaning fee of €12.50 will be charged. After professional cleaning, we will send in the earphones for repair.

Tip! Did your accessory cost less than €30? If so, send a picture of your broken product via the contact form at the bottom of our Customer Service page. Then we can help you even faster.

How does a repair work?

1. Always reset your product to factory settings before sending it in for repair. Do you have an iPhone from Apple? Make sure to also disable the Find My iPhone feature, otherwise your product cannot be repaired.


2. Register your product through your customer account or the personal order status page. You will receive a shipping label via email for free return shipping.


3. Pack your product securely and attach the shipping label to the box. Then drop off the package at a delivery point.
   • When you drop off the package, you will receive a proof of delivery with a Track & Trace code. Be sure to keep this safe!


4. Repairs typically take 5 to 10 working days. This period begins when the repair company starts working on your product.


5. The repair company receives the product and inspects it for any user damage. They also check if the product has been opened by a non-certified party and whether it falls within the warranty period.
   • If there is dirt, drop, impact, moisture, or pressure damage, the product will always fall outside the warranty conditions.


6. If there is user damage, or if the product has been opened by a third party or is not within the warranty period, the product cannot be repaired under warranty.
   • If the product is not covered by the warranty, the repair company will first provide a quote for the repair costs. Based on the quote, you can decide whether you want the product to be repaired or not.
   • If you decide not to repair the product based on the quote, you can request the product to be returned unrepaired. You will only pay the inspection costs.
7. If there is no user damage, the product has not been opened by a third party, and it falls within the warranty period, the product will be repaired under warranty.


8. After an average repair time of 5 to 10 working days, the repair company will return the product to you. If the product was sent through Gomibo, we will forward the package to you upon receipt. You will receive the package within 1 to 3 days!

Insure your device

When you purchase a device from Gomibo, you can choose to take out a Tulip Assist insurance to protect you from high repair costs. This is possible for up to two weeks after you received your phone. With this insurance, your device is insured for free for the first 3 months. From then on, you can cancel your insurance every month.

When you are ensured with Tulip Assist, you can report damage, theft, or loss via the Tulip Assist website. Tulip Assists experts will start working on it immediately!

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Restore your device to factory settings

Before you send your device for repairs, it is necessary to restore the factory settings. This removes all your settings, apps and pictures from your device. You can create a back-up to restore these files and settings. In our device support we explain how to back up and reset your device.