Warranty – Returns - Replacements
General Warranty Terms
1. General
All
products are accompanied by a warranty from the manufacturer, as defined by its
formal agency. The warranty for packaging accessories such as headphones,
charger, usb cable, etc. as well as the warranty for battery differs from that
of the device and it is shorter (for example Samsung 1 year, Xiaomi, Huawei, LG
6 months etc.). The warranty from the manufacturer does not cover damage
resulting from misuse, fall, humidity, interference from unauthorized service
and the product is then automatically out of warranty. The same applies to
cases of loss of password intended for the anti-theft protection of the device.
In case of loss there is no way to lose or unlock the device. Such are Apple's
services: Find iPhone/iPad activated through iCloud, for Android devices with a
version over 5.1.1 through Google account, for Samsung devices through Samsung
account, Xiaomi Mi account etc. Purpose of these services is to protect the
device from theft and to have a way of retrieving the codes only themselves
through their providers.
In case of non-coverage
of the device with warranty due to misuse, i.e. in case the device is out of
warrant, there is a minimum charge 16€ excluding
VAT for technical inspection and the shipping costs in case of dispatch (This
cost relates exclusively to the formal agency, the authorized service and the
transport company, it is not for DrTech.gr services).
Products
labeled with EU are covered by a guarantee to all authorized service of manufacturers
in Greece.
2. Activate Warranty
The
warranty is valid with the receipt or sales invoice accompanying the package.
In order to make use of the guarantee, the product must be delivered to an authorized
service of the formal agency for checking. This can be done through our store
in Athens or directly to the nearest authorized service. For
delivery to the any authorized service, it is necessary to present the product
together with the packaging, the receipt and the (written) description of the
problem.
3. Warranty
Procedure
For the completion
of warranty procedure, the dealer is responsible for fixing and repairing the
problem. The time required varies depending on the type of problem.
The store is responsible for the processing. Refund is only possible if the product
cannot be repaired.
4. Replacement Process
Only if the
product is within the conditions DOA (Dead On Arrival) can it be replaced with a
product of the same or similar characteristics. Otherwise, the store through
the official service repairs any damage and returns the product to the consumer.
5. Useful Links
Consumer’s advocate: http://www.synigoroskatanaloti.gr/
Βanking
Mediator: https://www.hobis.gr/
Online
Dispute Resolution: https://ec.europa.eu/consumers/odr
Specifically:
https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/faq/index_el.htm
The legal warranty
covers, according to the European Union, product defects or problems that are
believed to already existed at the time of delivery and became apparent within
the next two years. However, the period in question shall be 6 months after the
purchase of the product:
-Any defect/problem
occurring within 6 months shall be considered to have already existed at the
time of delivery. In this case, the store (the seller) must repair or replace
the product at no cost to the consumer.
- After 6
months, the consumer may still consider the store (the seller) responsible for
any defect/problem that occurs by the end of the two-year warranty period.
However, the store (the seller) may ask you to prove that the defect existed at
the time of delivery of the product. This is often difficult and the consumer
should contact a technical expert.
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6. Analytical
Procedures
Products’
photos are samples and may differ in the coloring of the final product. Returns
or replacements of products (e.g. due to color) are accepted only upon request
and as long as the product has not been opened or used.
Products
from which the necessary protectors and labels of the supplier/manufacturer
have been removed:
Beauty products, such as perfumes, cosmetics and toiletries, if their packaging
or outer plastic cover/film has been damaged, are not accepted for return or
replacement. Also, refunds are not accepted in cases of alteration of its
packaging.
Products
must be returned:
a) unused,
in their original packaging – box and cellophane – and in excellent condition
b) with all
labels on
c) in the
exact same condition in which they were received, intact, sealed and without any
attrition.
A
prerequisite for returning products is that you have in your possession the
relevant purchase document proving the transaction (e.g., Retail Receipt or
Sales Invoice).
The cost of
transportation for all products returned to the Company, is borne by the buyer/customer.
DrTech.gr
reserves the right to do not accept product refunds or returns when it
considers that there are particular reasons.
DOA/DAP
DrTech.gr
provides consumers the assurance of replacement of any defective device
purchased by us, when certain conditions are met.
DOA/DAP
Conditions: If you purchased a device that due to a
manufacturing error could not be put into operation in the first place (i.e. to
normally operate), it is automatically classified as DOA i.e. "Dead On
Arrival", which means that the device never worked. If you purchased a
device that was put into operation (i.e. it normally operated at first) but
then in the next few days showed symptoms of serious malfunction, then the
device is automatically classified as a DAP i.e. "Dead After
Purchase", which means that the device has ceased to function or has
experienced serious problems (or actual defects) within a reasonable period
specified (or proposed) by the manufacturer. In the case of DAP the replacement
or repair of the device is defined exclusively by the manufacturer's service
policy.
PROCEDURES:
The certified procedures we follow as a store are in line with the official
procedures followed by manufacturers and official outlets worldwide. So, if you
buy from our store a device that unfortunately falls within the above mentioned
categories (DOA/DAP) then you should first inform us by phone or send us an
email in order to register the problem (so the defect/problem is registered within
the DOA/DAP time schedule) and direct you to the right actions to be made afterwards,
in order to be provided this special limited Warranty.
Also, for
your best support you should take seriously into account the following: Please,
we urge you to be primarily informed about this special category (DOA/DAP) of
the device you are interested in. Each Manufacturer defines (or proposes) in a
different calendar manner the specific period of time that the product is
considered as DOA/DAP and may vary from Company to Company. Usually, this
period includes only a few days or even in some cases a maximum time that the
device was used after it was put into operation. All standard procedures we
follow for (DAP/DOA) apply to all customers without exception. In no case, we
have the right to arbitrarily or act discriminatory or selectively towards a
portion of customers contrary to the instructions or in violation of the terms
of the manufacturer concerned. Any decision as to whether or not a particular
device is covered by the warranty (DAP/DOA) is made by the official technical
department of each Manufacturer in our country. Under no circumstances shall it
be recognized as DAP/DOA unless there is a corresponding official written
reminder from the technical department. The length of time required for this
inspection depends solely on them, taking into account (and by law) the minimum
possible inconvenience to the customer and for any delay in it, DrTech.gr bears
no responsibility whatsoever.
DrTech.gr
in no case replaces a product with a similar or different product or refunds
money to any customer, unless the relevant check is carried out and afterwards a
written proof from the manufacturer (orally of the technical department) that
the product is considered as DAP/DOA is made. Any objections or disagreements
on the part of the customer should be communicated/transfered primarily to us
and by extension to the responsible technical control department, as well as to
the responsible Consumer Protection Department of the Ministry of Development.
EXCEPTIONS:
The special limited DAP/DOA warranty does not apply if:
The damage
is proven to be the fault of the customer from the technical
department of the manufacturer or the service department (regarding the warranty as to the fault of the customer,
you can refer to the general warranty conditions of our store).
The
appliance is not accompanied by the box and all its parts (e.g. battery,
booklet, cable, hands free, charger, etc.).
The period
of validity of the Warranty, which is demonstrated between the proof (or
invoice) of purchase and the receipt document from our store for inspection,
has passed.
If your
device has not been purchased from our store or if the EAN number or the unique
IMEI number clearly indicated on the purchase document is not identical to that
of the device you purchased from us.
If for any
reason you have additional questions about the terms or ways of the DAP/DOA warranty,
please contact us to let you know. In any case we are committed that with
responsibly and seriousness, we provide you with high quality products and
services, in accordance with the strictest standards and quality controls of
the global market.
Defective
products as a result of user wrong manipulation/use
We cannot
approve replacement or refund for products damaged due to misuse. In this case
we return the product to you.
It is noted at this point that in cases where devices sent to our store for repair are out of warranty (due to user fault), the consumer is charged the total value of €19.84 including VAT and the product is returned unrepairable (Cost €9.00 plus VAT for the inspection by the service department and a cost of €7.00 plus VAT for the shipping costs -to and from our company-, i.e. €16.00 plus VAT or €19.84 including VAT) . The same costs are charged to the consumer if the device sent for inspection to the service department does not show any damage that makes the inspection by the service department necessary (for example if it simply needs a software upgrade that can be easily carried out by the user, an upgrade of an application, if the problem occurs on external defective headphones purchased from another store and not on the device itself, etc.).
If you wish, we can undertake the repair of the
product at a cost that is borne by the buyer upon consultation and confirmation
of repair costs. The product is stored in DrTech's warehouse for up to 30 days
and after 30 days is placed on the market.
Defective
products that during the Service check show to be working
Our service
partners will contact you by phone or e-mail to ask you for more information to
address the problem. In case we cannot contact you, we will store the product
for a maximum period of 30 days and then place it on the market. Caution:
If the repair is not covered by the warranty (misuse, accident, collision,
etc.), you will burden yourself with the relevant costs. If the product is in
good condition and is operating normally, we will refund it to you and you will
burden yourself only with shipping costs.
Warranty
The warranty does not cover the charger, the headset and the battery of the
device (Unless the manufacturer defines something different)
The
warranty does not cover the device software.
The
warranty does not cover shipping and transportation costs for repair and/or
replacement of the product to and from our company.
The warranty
shall automatically cease to be valid if:
The damage
was caused because the user does not use or maintain the device according to
the user manual.
The damage
was caused by wetting, falling or careless guarding.
The damage was caused by repair, conversion or cleaning of the appliance in an
unauthorized store or service department.
Information
has been altered such as: date of purchase, name and type of product or proof
of purchase document has been altered. The warranty card is not transferable.
The damage
was caused by additional accidents such as force majeure, difference or drop in
power voltage, poor battery charge by the buyer (Initial charging 5-6 hours).
Please keep
the warranty card (proof) in a safe place because you will not be given a new
one in case of loss.
CLARIFICATIONS
By
confirming each order electronically, it is understood and confirmed that all terms
are fully understood and unconditionally accepted. Any question, clarification
or unclear understanding of the shipping, payment and warranty terms currently
mentioned should be clarified by the buyer, requesting further details in
writing. In the event of any disagreement, the recipient shall notify DrTech.gr
with written text within 48 hours of the products delivery to the recipient,
indicating the notification by registered letter or submit it electronically
requesting proof of receipt. In this case, the customer is obliged to return immediately,
intact all the goods and DrTech.gr expressly reserves the right to withdraw
from this sale without compensation. DrTech.gr in any case commits itself, that
it will do its best to ensure you a reliable and advantageous shopping
experience in every respect.
Return Policy
The D.O.A. service is provided to consumers/customers
for products that do not work upon arrival (Dead On Arrival / Delivery). In
order for this service to be valid, the product must be returned to DrTech.gr, within 7 days, in order to be
checked by an authorized service for the nature of the defect/problem. If it is
proved by the official service of the respective dealership, that the product
has a manufacturing defect/problem, the product is replaced with the same or
one with similar specifications - features. In case there is no stock for
replacement, the consumer's money is refunded.
Right of Withdrawal/Back out - Order Cancellation
Applies only to remote purchases and not to goods
delivered to our store.
More & detailed information
https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_el.htm
The consumer is entitled to withdraw/back out, within
a period of fourteen (14) calendar days from the date of receipt/order of the
goods, in case the product is not of the specifications ordered (technical
characteristics, model, color).
Then:
a) The consumer returns the
goods, without undue delay and in any case within fourteen (14) calendar days
from the day on which he announced to the supplier his decision to withdraw
from the contract and
b) is charged with the cost of
returning the goods.
In case the consumer is entitled to back out and
return the products bought, DrTech is obliged to return the amount paid by the
consumer free of charge and without undue delay and definitely within fourteen
(14) calendar days from the day the product was returned to DrTech.gr.
All devices are covered by the guarantee/warranty of
the respective official manufacturer/dealership. For the Xiaomi (and Oppo)
devices the warranty is in some cases provided by our store DrTech.gr.
As a result, depending on the device you have, after
the 7-day period you can contact the respective authorized dealership directly
(below we list the some telephone numbers and e-mail addresses of two official
authorized service departments and dealerships)
Indicative Official Authorized Service Departments:
APPLE
iSystem
Leoforos Mesogeion 269
Chalandri, 15231
Tel: +30 215 215 4400
service@i-system.gr
HUAWEI, HONOR
Procordia IKE
Michalakopoulou 178
Athens, 11527
Tel: +30 2170007575 - 2111988000
info@procordia.gr
Huawei Pick up & Return: https://consumer.huawei.com/gr/support/postal-service/
ONEPLUS
To send a repair-service request (for OnePlus devices) please follow the link below (after creating an account or logging in to an existing one):
https://www.oneplus.com/gr/support/repair?_ga=2.158552506.1053293289.1678441034-750134939.1678441028
You will need:
a) IMEI number of the device (shown on the packaging of the device)
b) Photos of the device, taken from all sides (to help the service team detect the mentioned problem)
The time to complete the service check, according to OnePlus, is approximately 10 (working) days.
REALME
T2P Technology to People
Apollonos 6
Elliniko, 16777
Tel: +30 2160027021 - 2109609412
info@t2p.gr, service@t2p.gr
SAMSUNG
Smartec S.A.
Feidippidou 7
Chaidari, 12461
Tel: +30 215 215 4400
info@smartec.gr
NOKIA, LG, MICROSOFT, LENOVO, MOTOROLA, HTC
TS Solutions
Leoforos Kifisou 38
Athens, 104 42
Tel: +30 210 519 7500
SONY
ASTRA SERVICE SA (TV & PlayStation)
Marinou Antypa 88
Neo Irakleio, 141 22
Tel: +30 210 686 0010
Thank you for all your trust and clearly for choosing
our e-shop.
DrTech.gr Group