Last updated: October 2026

iOutlet Warranty

The warranty covers manufacturing defects and component failures. It does not cover damage caused by use. Read this page before requesting assistance.

Commercial warranty periods

The commercial period runs from the date of purchase and requires the corresponding proof of purchase. It applies to the cosmetic grades of the same line. B2B contracts and other categories may have their own conditions, indicated in the offer or in the contract.

What is a warranty

The warranty covers defects originating from the device itself: a component that stops working without anything having happened to it. A logic board that fails, a speaker that stops producing sound, a screen that loses touch sensitivity without having suffered an impact.

Accidents and what happens to the device after you receive it fall outside the warranty: that is a matter for insurance. If it was dropped, got wet, overheated or was crushed, the damage has an external cause and the repair is at your own expense, even within the period.

What is covered

Functional defects and faults that were not caused by the user, in accordance with the applicable conditions. The analysis may include:

• internal components, memory, modem and connectivity;
• screen and touch response, when there are no signs of impact or pressure;
• cameras, sensors, biometrics and audio;
• technical battery fault, distinguished from normal wear;
• ports and buttons that fail without connection to misuse.

A sign of wear does not void the warranty for a fault that has nothing to do with it. A scratch on the back does not prevent coverage for a failed modem.

What is not covered

The most frequent cases:

• Drops and knocks. Cracked screen or rear glass, dented corners, camera that stopped focusing after an impact. A drop can damage internal components without leaving a visible mark on the outside.
• Liquids and moisture. Water, rain, sweat, spilled drinks, bathroom steam, condensation. The manufacturer's stated water resistance decreases with use and does not cover liquid damage.
• Heat. Device left in a car in the sun, near a heat source, or charging under a pillow.
• Pressure and twisting. Sitting with the phone in a back pocket, an overstuffed backpack, weight on top of a closed laptop. Usually appears as a bent chassis, spots or lines on the screen.
• Unsuitable chargers and cables. Damage to the charging port or circuit caused by non-certified accessories or power surges.
• Opening or repair by third parties. Any intervention, modification or unauthorised repair attempt.
• Software. Issues caused by third-party applications, jailbreak or root.
• Normal wear and tear. Cosmetic marks already reflected in the device grade and battery wear from use.

Also excluded are data loss, known defects accepted when purchasing an Outlet product, and devices delivered with active accounts or locks while they remain locked.

Accessories have their own conditions and timeframes. Please consult the Terms and Conditions and the offer information.

How the technical assessment is carried out

A technician inspects each device received before any decision is made. The cause of a fault is recorded on the device itself:

• internal liquid contact indicators, which change colour and do not revert;
• oxidation and corrosion on the board and connectors;
• signs of impact, bent chassis and displaced components;
• signs of opening, tampered screws and non-original parts.

Cleaning or drying the device on the outside does not remove these signs. Omitting a drop or liquid contact does not change the outcome: it adds the analysis cost and the time you are without the device.

Analysis cost when the fault is not covered

If the analysis confirms a covered defect, you pay nothing: neither the analysis nor the repair or replacement.

If the analysis concludes that the fault results from a non-covered cause, such as a drop, liquids, moisture, heat, pressure or opening, we charge the technical analysis cost: £30/hour + VAT (£36.90/hour including VAT). You receive the analysis result and an explanation of what was found by email.

We do not charge the analysis cost when the fault is covered.

Is it worth sending it in? Answer this first

• Did the device suffer a drop or impact before the fault appeared?
• Has it been in contact with water, rain, sweat or steam?
• Was it exposed to heat, direct sunlight or left inside a car?
• Was it squeezed, bent or placed under heavy weight?
• Has it been opened or repaired outside iOutlet?

If you answered "yes" to any of these questions and the fault appeared afterwards, it is not a warranty case. It is not worth sending it in: the assessment will identify the cause and you will bear the assessment cost.

If you are not sure, write to us first and describe what happened, leaving nothing out. We will tell you whether sending it in makes sense.

How to request support

1. Back up the data you wish to keep.
2. Send an email to [email protected] from the address associated with the order.
3. Provide the order number, IMEI or serial number, describe the fault, what happened to the device before the fault appeared and any steps already taken.
4. Wait for instructions before sending the device. The team will confirm whether technical analysis is required and provide the address and applicable procedure.
5. By sending the device you accept the conditions on this page, including the analysis cost when the fault is not covered.

This address handles only technical issues with devices. For orders, payments, deliveries or returns, use Purchase Support on the Contact.

Do not send a device with iCloud, Find My, MDM, Knox, a Google account, a passcode or any other active lock enabled. Also remove personal data whenever it is safe to do so.

Address for warranty and returns

Rua de Olivença n.º 9, Loja 27
3000-306 Coimbra
Portugal

This address does not serve the public. Please follow the instructions received by email first.

Assessment and resolution

Once the device is received, the team verifies the issue and communicates the outcome. The resolution depends on the cause, the warranty conditions and the applicable rights. It may involve repair, replacement, a price reduction or termination of the contract, as appropriate.

The process is suspended while any blocks remain that prevent the device from being analysed.

Consumer legal rights

The iOutlet commercial warranty does not reduce or replace consumer legal rights, and nothing on this page limits them. In Portugal, these rights are set out, among other legislation, in Decree-Law No. 84/2021. For sales to other countries, the mandatory consumer-market rules of the destination country also apply.