Complaints
Your statutory rights when the goods do not conform to the contract — plus our voluntary two-year commitment.
Statutory liability for conformity of the goods
We are liable by law for a lack of conformity of the goods with the contract that exists at the time of delivery. This statutory liability applies to every device and accessory we sell and cannot be limited by our own conditions.
Used devices are sold in a clearly described condition. Cosmetic signs of use described in that condition are not a lack of conformity. Mechanical damage or liquid damage caused after delivery is not a lack of conformity either.
Remedies you can require
Where the goods are not in conformity, you can require that they be brought into conformity free of charge by repair or by replacement.
Where the statutory conditions are met — for example the repair or replacement is impossible or disproportionate, we refuse it or fail to carry it out within a reasonable time, the lack of conformity appears again, or it is serious — you can require a proportionate price reduction or terminate the contract and receive a refund.
Our voluntary two-year commitment
In addition to the statutory rules we voluntarily commit to a two-year period on every device we sell, including used ones, covering functional defects. This is an additional commitment of the seller. It does not limit, shorten or replace your statutory rights and you can always rely on the statutory rules instead.
How to submit a claim
Email us at info@buyiphones.eu with your order number and a description of the defect, ideally with a photo or video. We will send you instructions for sending the device to our service centre.
Before sending, please back up your data and sign out of your Apple account so that we can diagnose the device.
Process and timelines
We confirm receipt of your claim by email and handle it within 30 days of receipt. Depending on the nature of the defect we repair the device, replace it with an equivalent one, or refund you.
This page summarises the statutory minimum and our own commitments in plain language; it is not legal advice.
- Return an order
Withdrawal and return form
- Warranty claim
Warranty claim form
Can't find your order?
If Retino cannot find your order or does not offer return shipping from your country, email us with your order number and whether you want a return or a warranty claim. We will send you the correct return address and instructions. For an ordinary return, you arrange and pay for shipping if it is unavailable in Retino.