Time limit
You have 30 days to return your order, instead of the usual 14 days.
How to return an item
- First, submit a return request from the help centre (topic “Returns & Warranty”). This is required before sending anything back.
- Pack the product as explained in How to pack a return.
- Send it to the address we give you. It must reach us within 30 calendar days of the order date. Parcels sent from a pick-up point are not accepted.
Conditions
- The product must be in exactly the same condition as when it was sold, with its warranty sticker if it has one.
- A battery must show fewer than 5 cycles more than the count recorded at the time of sale.
- You are responsible for the product until we receive it.
Items that do not meet these conditions cannot be refunded.
Late or non-compliant returns
On request, we can send the product back to you for a flat handling and return fee of 15 € plus shipping costs, payable before it is sent. If payment is not received within 10 days of our message, the product will be considered abandoned.
Faulty product? The 2-year warranty applies.
Why it matters
Use suitable packaging, similar to the packaging we shipped your order in. We cannot accept a return that has been poorly packed.
Fragile parts: three layers
Circuit boards, hard drives, logic boards, keyboards, housings and screens:
- Individual protection: a sealed padded envelope or bubble wrap, a thick foam pouch or a cardboard envelope.
- Padding: bubble wrap, foam or kraft paper protecting the part on all sides.
- Rigid outer protection: a cardboard box only.
Sensitive electronics: anti-static bag
Parts that arrived in anti-static packaging (logic boards, circuit boards, connectors, drives, cards…) must be returned in an anti-static (ESD) bag, in addition to the packaging described above, just as we sent them to you.
What the warranty covers
All our products come with a 2-year warranty from the date of purchase, covering faults and hidden defects present at the time of purchase.
Making a warranty claim
- Contact us before sending anything back, via the help centre (topic “Returns & Warranty”), with details and photos showing the fault.
- Our team of technicians will help you resolve your problem. Most faults are identified and fixed this way, so please give us as much information as possible about the problem you are experiencing.
- If the fault is confirmed, we will tell you how to send the product back. For addresses in mainland France, return shipping may be covered.
Once checked, the faulty product is replaced with an identical product. If it is no longer in stock, we will issue you a credit note for the amount paid for that product, which you can use on our website. The warranty does not entitle you to a refund.
Conditions
- The product must be in exactly the same condition as when it was sold, with its warranty sticker if it has one, and properly packed.
- The part must have been fitted by the person who ordered it.
- You are responsible for the product until it reaches us.
What the warranty does not cover
- A product that has been modified, damaged or incorrectly fitted, and any damage caused during fitting (damaged connector or flex cable, impact, part forced into place).
- A part fitted by someone other than the person who ordered it: see Having a part fitted by a repairer.
- Battery capacity, which depends on how the battery is used (except in the case of a manufacturing defect).
- A product returned without our agreement, or with no actual fault, cannot be handled under the warranty. In this case, a flat fee of 30 € is charged as a contribution towards handling, testing and return shipping costs, plus postage.
