FAQ

Select the desired repair for your device in our shop and order the service just like you would in a regular online store. After payment, you will receive an email with the order confirmation.

This email also contains a link to download your delivery note. Please print it out and enclose it with your shipment. The email also contains a link to DHL, where you can purchase an online shipping label that will be automatically sent to our address.

Please note the insured amount: For devices valued at more than €500, we strongly recommend purchasing transport insurance. With transport insurance, your device is covered up to a value of €2,500.

Once we receive your defective device, we will repair it within 48 hours and ship it immediately.

Money back guarantee!
We can't repair your device within 48 hours?
You will then receive the €29 express surcharge back immediately.

The repair status can be checked here at any time.

Starting January 2025, our shipping service providers will charge additional fees if a delivery address is incorrect and the shipment cannot be delivered. In this case, we will unfortunately have to charge a reshipment fee of €5.99 plus a reminder fee of €5.00. To avoid unnecessary costs, we ask you to pay particular attention to the accuracy of your delivery address when ordering.

Shipping within Germany

- The prices stated on the product pages include statutory VAT and other price components.
- Delivery is exclusively via DHL and UPS. However, deliveries to packing stations are not possible.
- Shipping within Germany is a flat rate of 5.99€

You can pay either by credit card or PayPal.

Shipping to Austria

Note: The shipping price outside of Germany only includes return shipping . The customer is responsible for the outward shipping. - The prices listed on the product pages include VAT and other price components. - Delivery is exclusively via DHL and UPS. However, delivery to packing stations is not possible. - Return shipping to Austria is a flat rate of €14.90. You can pay by credit card or PayPal.

Shipping conditions for customers from Switzerland

Please note that until further notice, we are not offering shipping to Switzerland and unfortunately cannot accept any parcels from Switzerland . We regret these circumstances and thank you for your understanding. Should anything change in our shipping conditions, we will inform you immediately.

If you've already paid for shipping with your order, this covers the cost of returning the repaired device. The additional charges you see are for shipping the device to our repair center. We appreciate your understanding for this split of shipping costs.

The warranty period varies depending on the product and manufacturer. We generally offer a 12-month warranty on our products.

For Apple display repairs we offer the following:

Original Apple Display Warranty (1 year)
Premium HandyRetter Guarantee (10 years)
Replica display warranty (3 months)

Detailed warranty information for your specific product can be found in the warranty terms and conditions included with the product or available on our website. If you have any questions about the warranty, please contact our customer service at any time.

Yes, we only use genuine spare parts. Our priority is to ensure the best possible quality and performance. Genuine spare parts are specifically designed and tested for your device, ensuring their reliability and longevity.

The repair time depends on the specific issue and the availability of the required spare parts. Typically, you'll have your phone back within 1 to 1.5 weeks. For more detailed information about your specific case, you can contact our customer service or track the status of your repair online.

After a repair, we cannot guarantee the original water resistance of the device. While we always strive to perform all repairs to the highest quality standards, the water resistance may be compromised after opening the device. We recommend handling the device with care after repair and avoiding contact with water.

To submit a complaint to us, we ask the customer to follow the following steps:

Send an email to info@derhandyretter.de :

Please send your complaint to our email address info@derhandyretter.de . Please include your order number and a detailed description of the reason for the complaint.

Add images (if possible):
If possible, please attach images or videos to your email that can illustrate the issue. This will help us better understand the complaint and process it more quickly.

Our customer service will review your complaint as quickly as possible and provide you with feedback. We strive to resolve your concerns promptly and satisfactorily. Thank you for your understanding and cooperation.

Yes, you can drop off and pick up your device in person. Please schedule an appointment in advance using the following link:
Make an appointment for personal device drop-off and pick-up

You don't need to place an order in our online shop. Simply use the calendar to schedule a convenient time to drop off and pick up your device in person at our location on Hohenstaufenring.

No, you do not need to reset your phone before sending it in for repair. We do not erase any data from your device. In case we need to perform a functionality test after the repair, we will need the unlock code. Please ensure you have it available to ensure the verification process runs smoothly.

Normally, booking an appointment online doesn't reserve or order a spare part. Booking an appointment primarily allows you to schedule a specific time to drop off your device.

In some cases, a rough estimate of the required spare parts may be made when booking an appointment to ensure they are available on-site or can be ordered in a timely manner. However, in most cases, the exact diagnosis and replacement part requirements are only determined after a thorough inspection of your device, which usually takes place upon drop-off.

After the repair, we typically perform a functional test to ensure everything is working properly. This is crucial to providing you with a warranty on the repair. To do this, we need the lock code to access the device and verify proper functionality.

Yes, you can still request a repair from us, even if you don't want to disclose your lock code for professional or data protection reasons. However, please note that in this case, we cannot guarantee the repair.

If your child wishes to bring a device to us, we require a written statement (not email) from the parents and a copy of their ID card. The statement should include the following:

Consent to repair: Parents consent to the repair of the device.

Specify the maximum cost: Parents specify the maximum amount for repairs. This is important to ensure that all financial decisions are made within the specified limit.

It's important that the parental declaration is clear and concise and contains all the necessary information. These measures are designed to protect your interests and ensure the security of the entire process.

Yes, we offer a mobile phone disposal service. If you would like to dispose of your mobile phone with us, please contact our customer service. We will ensure that the disposal is carried out in an environmentally friendly manner and in accordance with applicable regulations.

When transferring data, we can only recover photos, videos, and contacts. Please note that we cannot guarantee the completeness of the transferred data. If the data transfer is unsuccessful, a flat-rate processing fee of €39.00 will be charged. Thank you for your understanding.

We ask that you respond to the estimate within 14 days. If we do not hear from you within this period, we reserve the right to return your device unaltered or charge a storage fee.