Help Center

0903 760 703 (apel taxabil 1.5€/min + TVA)

GENERAL

+ Can I track my product while in service?

Based on the ticket code you received in the service notification, you can track your mobile device at all times. Access the www.service-return.com platform, the “Track the repair status” and you can find out when it will be repaired. The ticket code is in the form ABC-123456, for example.

+ How can I return a product?

The return of a product is simpler than ever. Access the ”Return a product” section and enter in two steps the information regarding the name of the product, the date it was ordered at and the date of its delivery, the reason for the return, your full name, email address, telephone and the product pick-up address. This service is only available to the customers of selected traders. Please see the list of traders before entering the data.

+ Is there a telephone number I can call if I want more information or I cannot manage?

Tech Care or Watch Care card holders benefit from a special service information telephone line available from Monday to Friday, between 9.00 a.m. and 6.00 p.m., normal rate. Service Return clients not holding Tech Care or Watch Care cards, can call our colleagues from Monday to Friday, between 9.00 a.m. and 6.00 p.m., on the phone number 0903.760.703 (for a charge of EUR 1.5 /minute, VAT not included)

+ What does the reduction value of a product mean?

All products ordered online or bought from partner stores reach one of our reception centres for a detailed check. 

If the product is found not to be in its original state, showing signs of impact, scratches or technical malfunctions, an assessment sheet will be prepared; it consists of calculating the cost required to repair the damaged product in order to bring it to its original state.

Legal matters: 

In accordance with Article 9 of GEO 34/2014, the buyer, if dissatisfied with the performance or quality of the product, or after ascertaining that the product does not meet his/her requirements, is entitled to withdraw from the contract within 14 calendar days after the receipt of the product. If the contract is terminated, the product must be in its purchase state, accompanied by all the accessories, user manuals and any included software, as well as the warranty certificate (the original copy), and its box must be undamaged. In accordance with Article 13 of GEO 34/2014, the amount paid for the product is reimbursed within 14 days and the customer is required to send us the package within 14 days after the withdrawal from the contract, otherwise we can postpone the reimbursement of the amount

paid for the product until we receive the product.

+ What happens if the deadline for the repair is not met?

Service Return offers premium solutions at all times. If the deadline for the repair is not met within 15 days after arrival in Authorized Reception Center, we will offer you in exchange a new identical product or with specifications at least similar to the one received in the European Service Return Reception Centre.

+ What is Service Return?

Service Return is the only premium service in Europe addressing all European citizens seeking to benefit from warranty services, servicing and return of their devices (mobile telephones, tablets, gadgets, watches). This service is available in all the 28 countries of the European Union.

+ What products and brands can I benefit from Service Return services for?

Service-Return is a premium service addressed specifically to premium devices users. We offer service, warranty and return for mobile telephones, tablets and ”Smartwatch” smartwatches, Quartz, automatic, mechanical or electronic watches, drones and other gadgets. 

The list of updated brands is permanently brought up to date and is available by sending an email to help@service-return.com.

+ Who collects my product and when?

Within 24-48 hours after filling in the form, you will be contacted by a Fancourier/Cargus representative to collect the package. The transport cost is 24.9 RON and it will be later withheld from the return value.

The destination address of the package is as follows:

Recipient: Service Return

Services

+ How can get a more detailed evaluation?

The second opinion involves sending the product to another service unit than the one offering the first finding and, if the result offered by it contradicts the original finding, Service Return will provide you an identical product or at least with the same specifications as the previous one.

The second opinion service costs RON 299 and it can be paid online by card.

+ Is there a telephone number I can call if I want more information or I cannot manage?

Tech Care or Watch Care card holders benefit from a special service information telephone line available from Monday to Friday, between 9.00 a.m. and 6.00 p.m., normal rate. Service Return clients not holding Tech Care or Watch Care cards, can call our colleagues from Monday to Friday, between 9.00 a.m. and 6.00 p.m., on the phone number 0903.760.703 (for a charge of EUR 1.5 /minute, VAT not included)

+ What are the Care Packs?

What Packs are extended warranty service packs. They are in the form of a unique code card and can be purchased together with your device.

Currently, Service Return offers 6 types of Care Packs:

  • Tech Care
  • Tech Care +1
  • Tech Care +2
  • Watch Care
  • Watch Care +1
  • Watch Care +2

Tech Care is for ”Consumer Electronics”, namely mobile telephones, tablets, ”Smartwatch” smartwatches, drones, and other gadgets.

You can buy extended warranty Service Return within 10 days after purchase. You just have to send a request to care@service-return.com.

Watch Care is for Quartz, Automatic, Mechanical or Electronic watches.

SERVICE

+ Do I have to change the security settings of my device?

Yes. Upon the arrival in service, to correctly diagnose your device, we need access to all its functionalities.

Thus, all blocking settings of your device need to be disabled (password, unlocking pattern, Icloud or Google account).

+ How long does it take to have a product repaired?

The repair may last between 7 and 15 days.

For extended warranties, Service Return guarantees to all Tech Care card beneficiaries the repair of the mobile devices within 5 days after the product arrived at the Authorized Reception and Service Centre. In the case of Watch Care card holders, the repair may last between 10 and 15 days, according to the card.

+ How should I package the product?

You should package the product in the original box. If this is not possible, you can use another package. It is important to package the product properly, to fill it in with protection materials, to ensure its safety during transport.

+ I was denied any service repairs. Why? What can I do?

If your product could not be repaired or replaced, you will receive the product back together with a notice to be taken to the seller for settlement.

+ If the product breaks down, do I have to go to the authorized service centre or back to the shop I bought it from?

The Service Return service is exclusively online. You only have to go on www.service-return.com and access the ”Send a product in service” section to have your product repaired. An employee of our partner courier company will contact you in the shortest time possible to collect the product and send it to the Authorized Reception and Service Centre.

+ Is there a telephone number I can call if I want more information or I cannot manage?

Tech Care or Watch Care card holders benefit from a special service information telephone line available from Monday to Friday, between 9.00 a.m. and 6.00 p.m., normal rate. Service Return clients not holding Tech Care or Watch Care cards, can call our colleagues from Monday to Friday, between 9.00 a.m. and 6.00 p.m., on the phone number 0903.760.703 (for a charge of EUR 1.5 /minute, VAT not included)

+ My device doesn't work. What should I do? What are the steps to send a telephone/tablet in service?

You only have to access the ”Send a product in service” section on our website and fill in a short, simple and concise form based on which you can send your product in service and a courier will contact you in the shortest time possible to collect the product.

Before sending the product, disable all blocking settings of your device (password, unlocking pattern, iCloud or Google account).

+ My product is out of the warranty period, what documents do I need to have it repaired?

To be able to start the repair procedure, we need you to send us a copy of the proof of purchase (receipt or invoice) and the original copy of the warranty certificate. Furthermore, it would be best if you sent us the telephone/tablet/watch in its original packaging, with all the accessories and cables it came with.

+ Who will repair the telephone and where?

Service Return is an authorized centre and collaborates with authorized service centres for all the displayed brands. We will receive your product and we will direct it to an authorized service, according to the reported fault. We collaborate with over 20 authorized centres in the European Union.

Product return

+ How long does it take to get the replacement product or the money back?

If you chose to have the product replaced with the same model/another model and if the returned product meets the return conditions, you will be contacted in the shortest time possible by a sales representative of our partner for its replacement and the shipping of the new product.

If you chose to be reimbursed the purchase amount and if the returned product meets the return conditions, we will reimburse the money in the account you mentioned in the return form. The money will be transferred to your account within 14 calendar days after we receive the product.

+ How should I package the product?

You should package the product in the original box. If this is not possible, you can use another package. It is important to package the product properly, to fill it in with protection materials, to ensure its safety during transport.

+ Is there a telephone number I can call if I want more information or I cannot manage?

Tech Care or Watch Care card holders benefit from a special service information telephone line available from Monday to Friday, between 9.00 a.m. and 6.00 p.m., normal rate. Service Return clients not holding Tech Care or Watch Care cards, can call our colleagues from Monday to Friday, between 9.00 a.m. and 6.00 p.m., on the phone number 0903.760.703 (for a charge of EUR 1.5 /minute, VAT not included)

+ What conditions do I need to meet to be able to return the product?

If you are considering to use the product, do not do it. You cannot use the products you receive before making a decision regarding the annulment of the sale contract. The right to withdraw is in place to allow you to examine the product as you would examine it in a store, not to provide 14 days of free use.

You are only responsible for the reduction in value of the product due to handling, other than the one needed to determine the nature, quality and operation of the product.

The products need to be returned in the original packaging, with the original, intact labels, the original copy of the warranty certificate, if issued by the manufacturer/dealer, and all the documents you received.

+ Who will repair the telephone and where?

Service Return is an authorized centre and collaborates with authorized service centres for all the displayed brands. We will receive your product and we will direct it to an authorized service, according to the reported fault. We collaborate with over 20 authorized centres in the European Union.