Warranty & Support

Warranty and support


Warranty duration
Warranty costs
Warranty methods
Warranty process
Repairing times for issues covered by warranty
Kinds of repairable damages

 


Warranty duration
Warranty lasts 24 months.
Most of Chinese smartphones’ producers offer 12 month-warranty.
The additional 12 months are offered by GrossoShop, as seller.

 


Warranty costs
The procedure of repair/analysis of the problem implies the payment of an amount which can vary according to the customer’s country.

 


Warranty methods
In case of factory’s fault, it’s necessary to contact our warranty support by telling us:
Order number
Defect
Brand and model of the device
IMEI code of the device


During the 24 months, in case of defect, the device will be picked up by one of our partner couriers. The device will be checked by a partner service centre, then GrossoShop will go on by sending the device to the official repair centre of the brand.
Shipping costs to China, in this case, are GrossoShop’s responsibility. The shipping will be done via express courier in order to reduce shipping times to the minimum.

 


Warranty process
In case of defect, the device will be picked up by the courier at the address provided by the customer. After the pickup, the device will be delivered to GrossoShop’s partner service centre which will do a first defect analysis by testing it. Then, the centre will check the possibility to repair the device by themselves or - as an alternative - the device will be sent to the official repair centre in China. There, the official repair centre will repair the phone and will unquestionably consider if the damage is due to a wrong use or to a factory fault.
According to this evaluation by the official repair centre, the repair will be done under warranty or not. In this latter case, the repair may imply additional costs and an estimate will be sent to the customer. In case the customer accepts, the device will be repaired. If the estimated is rejected by the customer, the smartphone will be sent back unrepaired.

 


Repairing times for issues covered by warranty
The necessary times for a warranty procedure vary from a minimum of 15 days to a maximum of 90 days. This varies according to several reasons.
If the repair can be done directly at the partner service centre, times are shorter. If it can be done just by the official repair centre, times can overcome the 90 working days.
NOTE: in order to offer a good service, if the repair overcomes the 120 working days from the pickup date, GrossoShop guarantees the issuing of a coupon code of the same amount paid by the client, which must be used within 15 days from the date of the issuing. During the 120 working days, no replacement nor coupon code can be done. It’s mandatory to wait for the necessary times.

 


Kinds of defects repairable by the partner service centre
Software problems
Almost any kind of software issues, which can restore potential device’s bricks.

Hardware problems
Charger connector replacement
Microphone replacement
Speaker replacement
Display replacement (if it is due to strikes)

Different defects from the above mentioned ones will have to be restored at the official repair centers in order to guarantee a ultimate and complete solution.


Defects for free accessories
For possible breaks or defects of the free accessories (those GrossoShop sends as free gifts) there is no warranty nor replacement at all.

 


 

DOA

DOA: Times
In case of DOA (Dead On Arrival), that is the product is delivered with a factory defect (this is a very low percentage during the last 12 months), the customer has to contact us within 7 days after the delivery. Beyond this time, the product will not be considered DOA anymore but it will have to go on with the usual warranty procedure.

 

DOA: costs
There are no additional costs for the customer. If the warning is done within 7 days after the delivery, the device will be picked up and a coupon of the same amount spent by the customer will be issued.

 

DOA: the way it works
In case of DOA, the customer will have to contact our warranty department within 7 days after the delivery, by specifying:

  • Order number
  • Defect
  • Product
  • IMEI

Within 24-48 hours, an operator will handle the DOA case and - after having checked the defect - the pickup will be arranged.
After the partner service centre gets and checks the product, if the defect is detected, the refund - or the issuing of the coupon - will be done within 5-7 working days.

 

DOA: solutions
In case of DOA within 7 days after the delivery, After the partner service centre gets and checks the product, if the defect is detected, the refund - or the issuing of the coupon - will be done within 5-7 working days with no additional costs for the customer.


 

Return policy

Return times
Return costs
Return policy
Return and refund times



Return times
The customer will be able to return the goods within 14 days from the delivery date.
The reasons for a return can vary but our policy does not allow - in any case - that the product is used or tested and then returned to the seller. If the product does not match the customer’s expectations, he/she does not have to use it and has to ask for a return in a very short time.



Return costs
Our policy considers the refund of the order without the shipping costs paid during the purchase and with the charge of the goods’ pickup up foreseen in the return procedure.
The product must be returned as brand-new with no use or wear signs, both for the device itself and for the box and its accessories. Any sign detected will be judged and the amount will be deducted from the final refund.



Return method
In case of return, the customer will have to contact info@grossoshop.net by indicating the reason for the return. The pickup of the device will be arranged and then, after the delivery of the item at the logistic centre, everything will be checked and the refund (without shipping fees and with the charge of pickup costs) will be done.



Return and refund times
As explained in the above-mentioned procedure, after the pickup arranged with one of GrossoShop’s operators, the refund will be issued within 5-7 working days.