GUARANTEE AND AFTER SALES SERVICE

After-sales service is one of our major commitments.
However, as intermediaries, we are bound to and strictly apply manufacturers' and distributors' terms and conditions regarding returns.

We are also committed to total transparency regarding the guarantee of our products in order to avoid any misunderstanding. If you have any questions, please do not hesitate to contact our Customer Service.

GENERAL GUARANTEE PROCEDURE

  • Any return of a part must be preceded by the creation of AFTER-SALES RETURN via your customer account. Any return of goods made without a form or with a form filled manually will not be processed by our services.
  • If the documents received do not strictly conform to the form (missing part, wrong reference...), the overall processing of the return is immediately suspended.
  • The processing time is a maximum of 48 working hours after receipt of your package (except exceptional leave from the service).
  • The guarantee stickers or stamps found on almost all our spare parts must not be removed or damaged.
  • Risks relating to the delivery of returned products are the responsibility of the customer. It is therefore your responsibility to ensure that the products are optimally protected and to use a means of transport that offers adequate tracking (preferably Chronopost, TNT or UPS).
  • Shipping costs are the responsibility of the customer.
  • The value of the product will be the value on the date when the credit note is issued and not its value at the time of purchase. Requests for refunds or exchange will not be accepted.
  • Due to the clarity of our terms and conditions regarding returns, non-refunded parts are never returned to the customer, unless they expressly request it on the return form.
  • Any complaint must be made within 48 hours following the receipt of the credit note by e-mail. After this period, the non-refunded parts will be destroyed and no claim can therefore be considered.

UTOPYA's RETURN UNDER GUARANTEE PROCEDURE


ONLINE RETURN


SHIPPING


PROCESSING


UTOPYA CREDIT

  • Make sure that the returned parts comply with the guarantee conditions.
  • Create a return request on your customer account, section "After Sales Returns".
  • When you have completed all your RMA requests, click on "Summary Form". The document is then sent to you directly by email.
  • Make sure that the form contains all the products you wish to return. Date and sign this document.
  • Ship the package within 10 days using a secure and tracked shipping method.
  • Note the tracking number in a safe place.
  • Don't forget to enclose the return form with the package.
  • Make sure that the form and the returned parts correspond perfectly.
  • Your package is processed within 48 hours by the UTOPYA specialised service
  • If specifically requested, the products that are not refunded will be returned to you.
  • You will receive a credit note and your account is credited.
  • You can use this credit note for the total or partial payment of your next order.


PRODUCTS PURCHASED BY MISTAKE

  • Products ordered by mistake (misdiagnosis, customer did not come to make the repair, reference error...) can be returned within 30 days from the date of purchase. After this period they cannot be taken back
  • The return request must be made via your customer area, under the heading After-Sales Service. It is essential to specify the reason for return as "purchase made by mistake".
  • The products must be in perfect condition and unused. The packaging must also be in perfect condition (still wrapped, if applicable).
  • Any return of a functional product (purchase made by mistake) via a classic guarantee procedure will be refused and a handling fee of €20 exc. VAT minimum will be charged.

SPARE PART GUARANTEE (PHONES/TABLETS)

  • Spare parts must be returned in perfect condition and must not show any scratches or traces of use (especially glue or adhesive). A spare part (generic or original) loses its manufacturer's guarantee as soon as it is installed on the end customer's device.
  • Generic spare parts (ESSENTIAL, PLATINUM or classic ranges) are guaranteed for 1 year from the date of purchase.
  • The spare parts of the C2O BY UTOPYA range are guaranteed for life except for the batteries which are guaranteed for 1 year (or 300 cycles).
  • Original manufacturer's spare parts (SERVICE PACK) are guaranteed for 1 year from the date of purchase on our site. The product must not show any traces of assembly or gluing. It must also be returned in its original box, also in perfect condition (without writing or labelling of any kind). No exception can be made on this point.

GUARANTEE OF SPARE PARTS (COMPUTERS)

  • Computer spare parts must be in perfect condition and must not show any scratches or traces of use (especially glue or adhesive). A spare part (generic or original) loses its manufacturer's guarantee as soon as it is installed on the end customer's device.
  • Spare parts (generic or original) from the IT department are guaranteed for 1 year from the date of purchase.

GUARANTEE ON ACCESSORIES AND OFFICE EQUIPMENT

  • The products from the ACCESSORIES area of the site (cases, covers, cables, tools...) as well as all the products from the OFFICE EQUIPMENT area do not benefit from any guarantee (except for the exceptions stated below).
  • Original accessories (APPLE, HUAWEI, SAMSUNG) are covered by a one-year European guarantee from the date of sale. This guarantee can be exercised directly with the manufacturer or via our after-sales service. The defective accessory must be returned in its original packaging and must not show any abnormal traces of use. Any product returned without its original packaging cannot be taken back.
  • WD hard drives are guaranteed directly by the manufacturer (information available HERE).
  • SEAGATE hard drives are also guaranteed directly by the manufacturer (information available HERE).

NEW DEVICES GUARANTEE

  • HUAWEI: European guarantee of one year from the date of purchase on UTOPYA. If a problem arises, the end user must visit a brand-approved retailer (list of retailers available upon request). In no case should the product be returned to us. 
  • SAMSUNG: One year European gurantee from the date of purchase on UTOPYA. If a problem arises, the end user must visit a brand-approved retailer (list of retailers available upon request). In no case should the product be returned to us. 
  • XIAOMI: European guarantee of one year from the date of purchase on UTOPYA. The malfunctioning smartphone must be returned to us and then sent to the manufacturer for analysis. If the defect is proven, the manufacturer reserves the right to repair the smartphone or to reimburse you for the cost of the repair (average processing time approx. 4 to 6 weeks). This operation is the same for all smartphones sold in France, including those in the official XIAOMI store.

SECOND-HAND EQUIPMENT GUARANTEE

  • A smartphone whose aesthetic rating does not comply with the purchased product must be returned within 30 days after receipt (purchase procedure carried out in error). After this period no returns will be accepted.
  • Since 15 January 2020, second-hand smartphones sold on the UTOPYA site have a one-year guarantee from the date of purchase against any manufacturing defect.
  • Products with a manufacturing defect should be returned to the after-sales service department using the usual RMA procedure. The repair time is approximately 3 to 4 weeks from receipt (in case of repair, generic parts will be used). If the product cannot be repaired, an exchange is made with an equivalent smartphone (or superior model). If the product is no longer available, a credit note refund is issued at the original purchase price.
  • Prior to any guarantee claim, the end customer must save and delete all information on the smartphone. No accessories should be included with the smartphone (case, cable, magnetic holder etc).
  • A device returned under guarantee must be free of any protection in order to allow all the necessary tests (no active lock code, no associated iCloud account, “Find my iPhone" option disabled...). We will not be able to process under guarantee a device presenting any kind of security, it will then be returned to the customer as is and at their expense.
  • UTOPYA can in no way be held liable in case of misuse of the product by the end user and in particular:
    • Product showing traces of alteration other than those present at the time of sale (knocks, obvious scratches, etc.).
    • Unsuitable use (traces of oxidation, corrosion...).
    • Technical handling of the product (attempt to open or repair)
    • Changing or updating of the product's operating system.
    • Installation of third-party products or software (or jailbreak).
    • Product whose tracking number or EMII has been erased or is illegible.
    • Software block.
    • Use of third-party charging accessories not approved by the manufacturer
  • The guarantee does not cover the following items:
    • Defects in appearance as described in the UTOPYA internal grading system and accepted by the customer at the time of sale.
    • Face ID or Touch ID detection system.
    • Battery (except in cases where the charge capacity at the time of sale by UTOPYA is less than 80%)

KINGSTON PRODUCT GUARANTEE

  • LIFETIME GUARANTEE: Memory modules including ValueRAM®, HyperX®, Retail Memory and Kingston system-specific memories, Flash memory cards (e.g. Secure Digital, Secure Digital HC and XC, CompactFlash, MultiMediaCard, SmartMedia, excluding Industrial Temperature microSD and Bali microSDHC UHS-1 Class 10) cards and Flash adapters.
  • 5-YEAR GUARANTEE: DataTraveler® USB Flash Drives (except DataTraveler® Workspace), IronKey® USB Flash Drives, SSDNow® KC100 (Solid State Drives) and Industrial Temperature microSD Cards.
  • 3-YEAR GUARANTEE: DataTraveler 2000, HyperX SSD (FURY, Savage, and Predator) SSDNow® (Solid State Disk Drives) except for SSDNow® DC400, SSDNow® KC100, SSDNow® KC400, SSDNow® S200/30GB, SSDNow® SMS200/30GB, SSDNow® UV300, SSDNow® UV400, SSDNow® DCP1000, and SSDNow® SSD Series UV500 and M.2 G.2 (SM2280SEG2).
  • 2-YEAR GUARANTEE: SSDNow® S200/30GB, SSDNow® SMS200/30GB, DataTraveler® Workspace, DataTraveler® Bolt Duo, MobileLite® Wireless - Gen 3, MobileLite® Wireless - Gen 2, MobileLite® Reader, MicroSD Reader, Headset HyperXâ„¢ Cloud (excluding any free promotional items included in the package), HyperXâ„¢ mouse mat, Nucleumâ„¢, HyperXâ„¢ keyboard and mouse, ChargePlayâ„¢ Duo.