First of all, thank you for your support to iBuygou, we will try our best to help our customers solve issues in a timely and professional manner.
We require that our customers follow the procedures outlined below and also complete the required form which will be sent by our After sales team. Without the completed form and Ibuygou will be unable to repair your product.
For all the after-sales cases should be directed to our support helpdesk: email@example.com.
2 years warranty in EU (Free of Charge)
1. EU warranty just for Xiaomi brand smartphones.( No other brands, No other products)
2. Except both Mix 2 and Xiaomi note 3 must ship back to China repair ( 1 year warranty in China free of charge ) Other models phone all will be repaired in EU ( 2 years warranty in EU free of charge ) but there may be some cases where the phone is required to repair in China, our after-sales team will advise and guide you the process of sending back.
3. The default product warranty period is 1 year in China free / 2 years in EU free starting from the date of purchase, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. If the buyer has damaged/misused the item(s), it will not be eligible for free repair.
4. To fill in the RMA Form is A must, please download the repair form firstly: Here with the form link for you : EU repair Mi center. Be sure to fill in each blank. As you finish the form, you will need to send this form to firstname.lastname@example.org.
5. The customer has the responsibility to assist iBuygou after sales to make the problem clear. You should describe your problem in detail to help us assist in your query in order to avoid delays in repairing your product(s).
6. Customers must pay the shipping fees for returning the item to Ibuygou (back to EU / China repair place ), while we will cover the shipping fees to send the repaired item back to the customer. Please must send the tracking No. to Ibuygou.
7. Please return product(s) by registered mail (the cheapest service) including tracking number to the nearest Post Office or EMS; please be sure to keep the shipping receipt with you after return. Please ensure to write 20USD for the value of the product being returned. We will process the request for you once the products are received. Ibuygou customer service will send you confirmed e-mail as we receive repaired phone in one business day.
8. EU repair takes 3-5 working days, China repair takes 7-10 working days to Complete the repairing while receiving the defective smartphone. We also provide free comprehensive testing for your mobile phones to make sure your phone in good and healthy condition before we ship it back to you.
9. For additional information please contact our Customer services team at email@example.com.
In order to meet EU customers aftersales requirement, Ibuygou setup one EU Repairing Station in Poland, where is displayed Above in 2015. With the partnership with most famous EU local repairing station, Ibuygou have established the better after service with professionalism. The aftersales service is completed in Ibuygou Polish Aftersale Station if the defectives are within the Warranty. For more info, please send email to firstname.lastname@example.org.
Dead on Arrivial (DOA)
Returning DOA (Dead On Arrival) product. Any malfunctioning product on arrival (excluding cases of reckless handling of the product) within 3-7 days after receiving is eligible for a replacement.
2. Customer need provide us with proof as below: Photos of the original package with the front and back sides and photos/videos showing the problem.
3. Please make sure the item is in re-sale condition without any wear and tear otherwise we can only offer to repair and not replace.
4. The tracking no of the returning phone has to be informed to email@example.com as soon as the proper package(workable smartphone, all fully accessories included )is shipped to IBUYGOU EU Address.
5. Ibuygou China ship the brand-new replacement in 3 working days as soon as Ibuygou China has confirmed with Ibuygou EU about the truth of well-cared package sent by customer.
Warranty Exemptions and Notes
According to our warranty statement, the warranty does not cover the following listed standards:
Meanwhile, repair center will determine whether a product is "Out of Warranty" at the company's discretion according to the following listed standards. Repair of Out of Warranty products shall be separately quoted by the repair center and respective service shall be provided once the service fee is fully paid.
Phones are guaranteed for three months for the replaced parts which are without human damage. If the phone is out of standard warranty. If the phone is near warranty according to the received date by the repair center to guarantee don't make an appointment in advance.
Handsets/Accessory Products Limited Warranty:
Hardware product one year warranty,Xiaomi original battery,charger and other accessories packaged with the product have 6 months.
Earphone/charger/Power bank/Battery: 6 months.
The limited warranty does not cover:
1. Asthetic damage (e.g. Scratches, signs of man made damages e.g Drops, Strikes, Tampering and also cosmetic damage).
2. Defects or damage resulting from excessive force, pressure, torsion or use of metallic objects on the touch screen (e.g. Keys, Money in pockets).
3. Devices that have the serial number or the IMEI number removed, defaced, damaged, altered or made illegible e.g. the warranty label is damaged or removed, the product is opened or repaired by others (none iBuygou authorised repairer) and warranty seals broken.
4. Any physical feature defects or damage resulting from improper testing, operation, maintenance, installation, service or adjustment not furnished or approved by the manufacturers e.g. ROOT, Bootloader unlocking via unofficial methods e.g. cracking or hacking, or any other none standard modification not authorised by the manufacturer.Xiaomi.eu ROM is accepted for repair as long as the bootloader has not been modified through unofficial means.
5. Man made damage (for example: broken screen, USB or SIM slot damage).
6. Liquid damages e.g. Chemical, Water or Moisture (Humidity) or Extreme Temperatures or Environments which may cause corrosion.
7. Lost IMEI number because of the incorrect flashing or other operation.
8. Screen issue because of the incorrect use (example yellow spot or stripe is from big exprssure on screen).
9. Loss of data, accounts, passwords or configurations caused by poor configuration by the customer, third parties or by work and checks not carried out by our technicians or authorized personnel. Damage caused by normal wear and tear of parts requiring repairs and periodic replacements (external batteries, camera lenses, screens, headphones or hands free).
iBuygou will not be responsible for the costs of sending the articles that are within the assumptions of cancellation or exclusion of guarantee mentioned above.
If a terminal is out of warranty for one of the reasons mentioned above, the customer must pay the minimum cost of inspection of the terminal, $15USD.
iBuygou will not be liable in any case for damages that could present the terminal upon arrival at our technical services. All shipments to / from our technical services are made with contracted transport insurance. In order to avoid problems and facilitate possible complaints to transport companies, it is essential to provide and retain 6 photographs to the terminal. In the event that the terminal presents any type of damage when arriving at our technical services, these photographs will be requested to proceed with the insurance claim of the transport company.
A. Returning the wrong product. If the item you received is completely different from the one you ordered, please contact our Customer services team with photos/videos of the different product. If it's our fault we will replace it for free or if you still wish to keep the product(s) we will offer a discount for compensation. Otherwise you are obligated to pay shipping cost for the return and replacement.
B. Returning product you are unsatisfied with. If you are not happy with your product for any reason please return it within 15 days after the receipt of delivery including original packaging for a refund or an exchange. If the return is not caused by our error. We will charge 20% of the product's price for refund and re-stocking fee or if an exchange is requested you are obligated to pay shipping cost for the return and replacement product(s).
Other special product warranty
Product accessories including removable batteries and electronics are covered as normal by standard 1 year warranty. However product accessories which do not have battery or electronic components (Earphones, Screen protectors, Cases, Clothing etc) are NOT covered by any warranty terms. Additionally if your product has a removable battery, the battery itself is not covered by manufacturer warranty after the first day use if fault is not reported. Please be sure to report any fault relating to removable batteries as soon as possible. If the report is made after 1 month the replacement cannot be given under warranty.
In general we do not suggest customers send back the product for repair if the value of product is under US$100 due to the shipping time and cost, we will offer a coupon or other solution, examples such as Earphones, Accessories and such as Cases. (Excludes Screen protectors and other one time use products, clearance Smartphones etc).