At the time of warranty claim, a video / picture is required to demonstrate the exact issue faced by the customer.

Please, use another device to take pictures and make videos where the issue is clearly visible. Make it as detailed as possible, to easily diagnose the issue.

Proof example:

If the issue is about touch screen, make sure to:

1. Adjust screen sensibility in your device (from Settings).

2. If the problem persists, provide a video where the issue is visible and clear.

If it's a software issue, try to replicate the exact problem so our experts can validate without delays.

If the physical condition is not aligned to your expectations, please show us in a video / picture the reasons and we will take a look. Please remember that the claim will only be valid if the condition it's not aligned to the condition you ordered (f.e. Good / Very good / Excellent).

If your charger is defective, make sure you are using the charger that was sent with the device.

If your device doesn't support your language and it's a laptop, please check your order details and make sure you ordered the right keyboard language.

If it's a mobile phone or a tablet, please make sure to show from the settings page how your language cannot be set.

If S Pen is not working or missing, then show us the error message that appears in your phone. Missing S Pens claims will only be accepted if the claim has been raised during the delivery date.

If your Phone came with another account, please send us a screenshot or picture from the settings app where the account is clearly visible.