If your product is not working properly, we recommend first checking the user manual or operating instructions that came with the product. You can often find a solution to the problem there. If the problem persists, contact us at info@freshgear.eu. When filing a complaint, describe the defect in detail and attach photos or videos if possible. Then you have several options for sending the product to us: you can put it in the nearest ZBox, bring it to one of our stores, or send it by mail with a cover letter. If the defect is reported within 14 days of purchase, we will refund your money or replace the product.

If you find that your product arrived damaged or incomplete, it's important to act quickly. First, please contact the shipping company within 48 hours of receiving the package and report the damage. Then, in your account, or contact us at info@freshgear.eu and create a new case, selecting "delivered damaged or incomplete." Provide all necessary information, including photos of the damage and packaging. If the product didn't arrive at all, follow the same procedure. After creating the case, our customer service will contact you with next steps and a solution to the situation.

To file a claim, you will need the number of your proof of purchase or order. If you are sending the product by mail, don't forget to include a cover letter in which you describe the defect in detail and provide your contact information. This letter will help us process your claim faster and more efficiently. If you have lost your proof of purchase, you can provide us with alternative proof of purchase, such as emails confirming your order or records in your customer account.

Yes, for business purchases, the warranty conditions may differ. As of April 13, 2023, the warranty period for business purchases has been shortened. Products purchased after this date can be claimed within 24 months from the date of purchase. If you purchased the product before this date, the previous warranty conditions apply. Detailed information about the warranty terms for businesses can be found in our terms and conditions here.

Yes, for a claim, it is necessary to provide all accessories that are essential for using or diagnosing the product. Accessories often include power cables, chargers, remote controls, stands, and other components. We recommend including all accessories that you received with the product so that it can be properly diagnosed and repaired. For TVs, it is always necessary to bring the stand as well to prevent damage to the screen during transport.

The original packaging is not necessary for filing a claim, but we recommend using it if possible. The original packaging provides the best protection during transport and reduces the risk of further damage to the product. If you don't have the original packaging, use a suitable alternative that provides adequate protection. We make sure that products are safely packaged during transport and delivered without damage.

Yes, someone else can pick up your claim if you inform us in advance. Just let us know the name and contact information of this person by phone or email at info@freshgear.eu. The person picking up the claim must have the original receipt for the claim. For business customers, the credit note will only be issued to the registered person listed in our system.

When repairing a device, it is very likely that all data will be erased, as the device is usually returned to factory settings. This is necessary to eliminate the influence of third-party applications and to properly diagnose and repair the device. We recommend regular backup of all important data, and especially before filing a claim, perform a complete backup of your device. A detailed guide on backing up various phone models and other devices can be found on our website Phone Data Backup.

If you have received an unrepairable report, please contact us via email at info@freshgear.eu and upload a legible scan or photo of the report. After receiving and verifying the report with the supplier, we will send you a credit note for a refund or the option to select a new product. This process usually takes several business days, during which we will keep you informed about the status of your claim.

Yes, when filing a claim, you can choose your preferred solution - exchanging the product for a new one or getting a refund. The specific solution depends on the statement of the authorized service center and the type of defect. If the authorized service confirms that the product cannot be repaired, you are entitled to a product exchange or a refund. We always try to accommodate our customers and find the best possible solution.

No, it is not necessary to present a proof of payment to file a claim. We just need your email, order number, or product serial number. This information allows us to quickly find your order in our system and start the claims process. If you have proof of payment, it can speed up the process, but it is not essential.