If your product is not functioning correctly, we recommend first checking the user manual or instructions that came with the product. Often, you can find a solution there. If the issue persists, contact us at info@gearsupply.eu. When submitting a claim, please describe the defect in detail and attach photos or videos if possible. You have several options to send the product to us: you can drop it off at the nearest ZBox, bring it to one of our stores, or send it by mail along with a cover letter. If the defect is reported within 14 days of purchase, we will refund your money or exchange the product.

If you discover that your product arrived damaged or incomplete, it is important to act quickly. First, please contact the shipping company within 48 hours of receiving the package and report the damage. Then, log into your account or contact us at info@gearsupply.eu to open a new case and select the option "delivered damaged or incomplete." Provide all necessary information, including photos of the damage and packaging. If the product did not arrive at all, follow the same procedure. After the case is opened, our customer service team will contact you with the next steps and a resolution.

To file a claim, you will need the purchase receipt or order number. If you are sending the product by mail, do not forget to include a cover letter detailing the defect and your contact information. This letter will help us process your claim faster and more efficiently. If you have lost your proof of purchase, you can provide alternative evidence, such as order confirmation emails or records in your customer account.

Yes, warranty conditions for business purchases may differ. As of April 13, 2023, the warranty period for business purchases has been reduced. Products purchased after this date can be claimed within 24 months from the purchase date. If you purchased the product before this date, the previous warranty conditions apply. Detailed information about the warranty policy for businesses can be found in our terms and conditions here.

Yes, all necessary accessories required for using or diagnosing the product must be included in the claim. Accessories often include power cables, chargers, remote controls, stands, and other components. We recommend including all accessories received with the product to ensure proper diagnosis and repair. For televisions, the stand must always be provided to prevent screen damage during transportation.

The original packaging is not required for submitting a claim, but we recommend using it if possible. The original packaging provides the best protection during transportation and reduces the risk of further damage to the product. If you do not have the original packaging, use a suitable alternative that ensures sufficient protection. We take care to ensure products are safely packed and delivered without damage during transit.

Yes, another person can pick up your claim if you notify us in advance. Simply inform us of their name and contact details by phone or email at info@gearsupply.eu. The person collecting the claim must bring the original receipt for the claim. For business customers, the credit note will only be issued to the registered person listed in our system.

During the repair process, it is highly likely that all data will be erased, as the device is usually restored to factory settings. This is necessary to eliminate the influence of third-party applications and allow for proper diagnostics and repair. We recommend regularly backing up all important data, and especially performing a full backup before submitting a claim. A detailed guide on how to back up different phone models and other devices can be found on our website Phone Data Backup.

If you have received a non-repairable report, please contact us via email at info@gearsupply.eu and upload a clear scan or photo of the report. Once we receive and verify the report with the supplier, we will issue a credit note for a refund or offer you the option to select a new product. This process usually takes a few business days, during which we will keep you informed about the status of your claim.

Yes, when submitting a claim, you can choose your preferred resolution – exchanging the product for a new one or receiving a refund. The specific solution depends on the authorized service center’s assessment and the type of defect. If the authorized service confirms that the product cannot be repaired, you are entitled to a replacement product or a refund. We always strive to accommodate our customers and find the best possible solution.

No, proof of payment is not required to submit a claim. We only need your email, order number, or the product’s serial number. These details allow us to quickly locate your order in our system and begin the claims process. If you have proof of payment, it may speed up the process, but it is not mandatory.