General Conditions

1. Any device sent for repair under warranty must be accompanied by a valid purchase invoice and must be registered in advance on the website www.dil.lu. A mailing list, also available on our website, must accompany the repairs.
2. A valid purchase invoice is a computerized document containing the store's contact details, the model, the serial number (IMEI), the sale price and the date of the invoice or receipt.
3. Purchase invoices sent after a quote has been established cannot be taken into consideration for warranty validation.
4. The cost of the repair remains the responsibility of the customer if the repair is not covered by the warranty according to the conditions defined by the manufacturer or in the absence of a compliant purchase invoice.
5. Repair cannot be carried out under warranty if traces of oxidation are observed, the device's IMEI label is missing or if the device has suffered damage (drop, shock, mechanical stress, etc.).
6. Data backup, device settings, unlocking the security code, cleaning (dust, traces, etc.) and virus removal are not covered by the warranty. The customer is required to make a backup before submitting the repair and to delete the device from their Google or iCloud account in the event of abandonment since the management of their data is entirely their responsibility. DIL cannot be held responsible in the event of loss or accidental use of data.
7. All elements (administrative guarantee, accessories, condition of the device) are checked upon receipt of the devices. An acknowledgement of receipt is then sent and must be checked by the customer. Any problem or difference must be reported within 24 hours by email to info@dil.lu. After this period, no complaints will be taken into account.
8. In the event that the repair cannot be covered under the warranty, a quote will be automatically drawn up unless the customer has previously agreed to a specific amount. If the device is declared irreparable due to damage not covered by the warranty (oxidation, torn track, etc.), it will be returned directly in the condition in which it was, with administrative costs being charged. The quote is drawn up subject to change and may be subject to change if other faults are found during the repair.
9. In the event of refusal of the quote (request for unrepaired return) or if the fault is not noted, administrative costs, as specified on the quote, will be invoiced.
10. In the event that a quote is established, the customer will have a deadline to communicate his response. After this deadline, the repair will be returned with invoicing of administrative costs or considered abandoned at the discretion of DIL. Abandonment, whether following an exceeded deadline for responding to a quote or upon express request of the customer, will in both cases irreversibly result in the transfer of ownership from the customer to DIL.
11. Repairs (return shipments) are sent in secure containers (rigid and sealed) so no loss or damage can occur during transport. The container must be opened by the customer and must be refused if one of the seals is missing. Repairs are accompanied by a return list containing all returned items (devices, accessories, etc.). This list must be checked by the customer and any problem concerning the containers or returns must be reported within 24 hours by email to info@dil.lu. After this period, no complaints will be taken into account.
12. All repairs are guaranteed for 3 months for the same fault. In the event of an unjustified return (fault not found or different problem), administrative fees will be charged.
13. No price indication regarding a repair outside of warranty can be given without a prior diagnosis of the device.
14. DIL cannot be held responsible for the delay or other concerning devices sent to an external center. Reminders are sent regularly to ensure follow-up, however recourse is limited.