Warranty & After-Sales Service

Article 1 – Liability

  • 1.1 After-sales service is one of our main commitments. However, as distributors, we are strictly subject to and apply the manufacturers’ return conditions.
  • 1.2 The warranty for products is sometimes managed by UTOPYA and sometimes directly by the manufacturer. This information, as well as the duration of the warranty, is indicated on each product page.
  • 1.3 UTOPYA’s liability under after-sales service is strictly limited to the replacement or refund of the product recognized as defective, to the exclusion of any compensation for indirect damages, loss of business, data, or additional costs.

Article 2 – Products Ordered by Mistake

  • 2.1 Products ordered in error (misdiagnosis, end-customer not coming for repair, wrong reference, etc.) may be returned within 30 days from the purchase date, provided that the product is still distributed by UTOPYA. After this period, no returns will be accepted.
  • 2.2 The return request must be made via the usual after-sales section. It is essential to specify the reason as "ordered by mistake".
  • 2.3 Products must be in perfect condition and must never have been used. In addition, the external packaging must also be perfectly new and bear no writing, price, labels, etc.
  • 2.4 Any return of a functional product (ordered by mistake) via a standard warranty procedure will be refused and processing fees of at least €20.00 (excl. tax) will be applied.
  • 2.5 Returns for products ordered by mistake are only possible for spare parts. Other products (tools, accessories, complete devices, etc.) cannot be returned for this reason.
  • 2.6 All costs related to the return, including if the product is refused due to non-compliance with conditions, are solely at the customer's expense.

Article 3 – General Return Procedure

  • 3.1 Any return of parts must be preceded by a return request via your customer account, which must then be signed by the company manager. Any return made without the official form or with a manually filled form cannot be processed.
  • 3.2 If the parts received do not strictly match the form (missing part, wrong reference, etc.), the return processing will be immediately suspended pending further information from the customer.
  • 3.3 Warranty stickers or seals on spare parts must never be removed or damaged under any circumstances. A part will not be accepted for warranty if it does not have the original warranty seal.
  • 3.4 The risks related to the shipment of the after-sales package are the customer’s responsibility. It is mandatory to use a shipping method with proof of delivery (signature required). We reserve the right to refuse any package delivered by a carrier without prior signature.
  • 3.5 Shipping costs are the customer’s responsibility.
  • 3.6 Processing time is a maximum of 5 business days after receipt of the package. This period may be extended in case of exceptional events: service closure, activity peaks, absence of one or more dedicated team members, etc.
  • 3.7 The value of the product retained will be that of the date of the credit note issuance (and not the initial purchase price), allowing the customer to reorder the same product directly. However, the refund value cannot exceed the product's purchase price.
  • 3.8 To simplify after-sales returns, UTOPYA provides prepaid return labels charged at €4.90 (excl. tax) for France and €5.90 (excl. tax) for other countries. This amount will be automatically deducted from the credit note for the returned products. If the amount of the credit note is less than the return cost, UTOPYA reserves the right to invoice the difference separately. Prepaid return labels are strictly reserved for parcels containing only spare parts, with a total value less than or equal to €250 (excl. tax). The transport insurance associated with these labels covers only spare parts within this limit. Above this amount, the customer bears the risk of non-compensation in case of loss or damage. It is therefore recommended to use an alternative shipping method, with additional insurance, for any return of parts with a value exceeding €250 (excl. tax). It is forbidden to include mobile phones (new or refurbished) in parcels sent with a prepaid return label. The insurance does not cover mobile phones. For all phone warranty returns, the customer must arrange shipping by their own means and at their own expense, using an appropriate carrier. Please note: Prepaid return labels are not available in all countries. Customers outside France must request availability before using this service, as certain countries may be excluded from the prepaid label system.
  • 3.9 If a return is considered abusive (abnormally high weight, products not from UTOPYA, non-compliant quantities, etc.), an additional charge of €9.00 (excl. tax) per kilo will apply.
  • 3.10 Any return that does not comply with the procedure described above does not engage UTOPYA’s responsibility, which reserves the right to refuse any processing or compensation outside this procedure.

Article 4 – Handling of Anomalies

  • 4.1 We strongly recommend that customers request the return of non-accepted parts on the return form. If this box is not checked, the return of parts cannot be requested after processing.
  • 4.2 Any claim must be made within 30 business days after the processing of the warranty package. After this period, non-accepted parts will be destroyed, and no claim will be considered.
  • 4.3 Any anomalous parcel (RMA not created or non-compliant) will be kept for 20 business days. After this period, the parts will be automatically destroyed and cannot be processed in any way.
  • 4.4 The destruction of non-accepted parts is irreversible and will not give rise to any claim, compensation or recourse by the customer.

Article 5 – Warranty for Spare Parts

  • 5.1 Spare parts presenting a manufacturing defect must be returned in perfect condition and show no scratches or traces of use (including glue or adhesive). Front and rear films must be present, especially on screens. The warranty exclusively covers manufacturing defects identified and recognized by UTOPYA, to the exclusion of any other cause.
  • 5.2 The warranty period for our spare parts depends on the agreements we have with the various manufacturers. This is indicated on invoices and on all product pages.
  • 5.3 A spare part (generic or original) loses its manufacturer’s warranty as soon as it is installed on the end customer’s device. It is therefore essential to test the screen before removing the front and rear adhesives.
  • 5.4 No screen can be accepted for warranty if it shows any damage (LCD or glass).
  • 5.5 The warranty does not cover normal wear and tear, damage caused by improper use, incorrect installation, or any modification of the product.

Article 6 – Manufacturer Returns

  • 6.1 The warranty for some products is managed directly by the manufacturers. This information is specified on all product pages and invoices.
  • 6.2 The end customer must contact the brand’s after-sales service directly, and the return must be made according to the manufacturer’s conditions.
  • 6.3 In no case can UTOPYA, as a distributor, substitute itself for the brand to exchange or refund a product under the manufacturer’s warranty.

Article 7 – Return of Preowned Laptops

  • 7.1 The possible warranty period for Preowned laptops is indicated on the purchase invoice. It starts from the purchase date from UTOPYA and not from the resale to the end customer.
  • 7.2 A device that has been opened loses its warranty, even if the malfunction is unrelated to the prior opening.
  • 7.3 Please back up all data before returning under warranty. We cannot be held responsible for any data loss during repair or replacement. The customer acknowledges sole responsibility for data backup and cannot hold UTOPYA liable for any data loss or alteration during after-sales service.
  • 7.4 The battery is not covered by the warranty except in the case of a failure detected a few days after receipt.
  • 7.5 The charger is not covered by the warranty.
  • 7.6 Particular care must be taken to protect the device. Any damage during transport will void the warranty.

Article 8 – Return of Preowned Mobiles

  • 8.1 Preowned devices are second-hand devices that may have issues described in the product title.
  • 8.2 The buyer must check the device’s condition within 48 hours of receipt; after this period, the device is deemed to have been received as described.
  • 8.3 Any request for return or claim after this period must be accompanied by sufficient proof of the initial defect.
  • 8.4 UTOPYA cannot be held responsible in the event of operator blocking (blacklist) occurring more than 30 days after the sale date.
  • 8.5 The presence of non-original spare parts is not grounds for a warranty return.

Article 9 – Warranty for BOLT Spare Parts

  • 9.1 BOLT spare parts have a lifetime warranty covering display, touch issues and LCD/OLED breakage.
  • 9.2 Screens with broken external glass or excessive shock are not covered.
  • 9.3 The warranty also covers unintentional errors by the professional during installation, including issues related to connectors.
  • 9.4 The warranty does not cover damage resulting from improper installation, non-compliant use, or modification of the product.

Article 10 – Lithium Battery Warranty

  • 10.1 Lithium batteries are products subject to particular constraints for storage and installation. Their proper functioning depends on the internal chemical state, which naturally evolves over time, even when new and uninstalled. Therefore, the following rules must be observed to be eligible for warranty support.
  • 10.2 The warranty applies only under the following conditions:
    • The battery must be installed within six months of the purchase date from UTOPYA.
    • During storage, the battery must be kept in a suitable environment: temperature below 26°C, protected from humidity, light, and thermal variations.
    • The battery must show a voltage above 3.2V upon return for inspection. Any battery below this threshold is deemed to have suffered deep discharge and will be excluded from the warranty; this is considered a result of storage or excessive duration, not a manufacturing defect.
    • The battery must be intact, with no signs of shock, bending, swelling, opening, repair attempts, or traces of abnormal use, polarity inversion, or moisture.
  • 10.3 In case of a warranty return, the customer must indicate the purchase date and, if applicable, the installation date. Any battery installed or stored beyond six months is expressly excluded from the warranty, even in the case of loss of capacity or malfunction.
  • 10.4 The customer is informed that a lithium battery naturally loses charge over time, and self-discharge, accelerated by prolonged storage, may result in irreversible degradation (capacity loss, overheating, swelling, premature failure). These phenomena do not constitute a hidden defect or manufacturing defect but fall under the customer’s responsibility to manage stock accordingly.
  • 10.5 In case of prolonged storage, it is the customer’s responsibility to check battery voltage before installation and reject any battery with a voltage below 3.2V. No refund, exchange, or warranty claim will be accepted in such circumstances.
  • 10.6 Batteries showing physical damage, traces of moisture, deformation, swelling, damaged cable or connector, or which have been opened, disassembled, or mishandled, cannot be returned or exchanged under warranty under any circumstances.
  • 10.7 The lithium battery warranty covers only proven manufacturing defects under the strict conditions above, excluding normal wear or deterioration due to poor management, inadequate storage, or installation after the maximum period.

Article 11 – Safety and Fire Prevention (Lithium Batteries)

  • 11.1 Lithium batteries require particular attention to safety. Any battery that is damaged, bent, pierced, swollen, showing signs of leakage, burning, deformation, unusual odor, or abnormal heat during unpacking or installation must never be installed or connected to a device.
  • 11.2 The customer undertakes to visually inspect and, if necessary, measure the battery voltage before installation. If there is any doubt about the battery’s integrity or proper functioning, it must be immediately disposed of via the appropriate recycling channel.
  • 11.3 It is strictly forbidden to force the installation of a battery into a device with a deformed chassis, liquid residue, or any other structural defect likely to damage the battery during installation or use.
  • 11.4 In case of incident (overheating, smoke, fire), immediately disconnect the device if it is safe to do so, move the battery away from any source of heat or flammable materials, and follow appropriate safety procedures (including the use of sand or a lithium-suitable fire extinguisher).
  • 11.5 UTOPYA shall not be held responsible for the consequences of fire, accidents, or material or bodily injury resulting from mishandling, improper installation, forced installation, or use of a visibly damaged or improperly stored battery.
  • 11.6 The customer acknowledges having read these rules and undertakes to apply them, as the safety of people and property remains their final responsibility.

General Clause

Any warranty, return, or exchange request is subject to prior validation by the UTOPYA technical teams. The customer acknowledges having read these conditions, which prevail over any purchase conditions or documents sent by the customer, unless expressly agreed in writing by UTOPYA.