Terms of Service
General warranty and warranty period information
The warranty is valid for 24 months. The warranty period begins on the date of purchase. The warranty covers all types of material damage and manufacturing defects that can arise as a result of the normal, proper and intended use of your product.
If the defect is covered by our warranty, you will receive the repaired device or a replacement device. The replacement device will either be a device that is in mint condition (for example, a completely refurbished device) or an entirely new device. The decision as to whether the product should be repaired or replaced rests with the warrantor (TrekStor). The decision as to whether the device that needs to be sent in for warranty repairs should be replaced by a completely refurbished device of equal quality or by a device that is of a higher quality (one with higher specifications) is also at the discretion of the warrantor.
A new warranty period does not begin when the product is repaired or exchanged, and the warranty period is also not extended in these cases. This also applies to replacement or repaired parts.
Please keep your original receipt or invoice in a safe place. These documents serve as a necessary proof of purchase for your product. If this proof cannot be produced, the warrantor (TrekStor) reserves the right to deny a warranty repair or approval. If a material or functional defect arises in the product within two years of the date of purchase, the product will be accordingly repaired or replaced by TrekStor, provided that the defective device and the proof of purchase (receipt or invoice) are provided within the two-year period and that the warrantor (TrekStor) is provided with a description of the defect (defect and time of occurrence) that is as detailed as possible along with the product.
Note: A detailed description of the defect allows TrekStor to conduct targeted troubleshooting, which will then make it easier to quickly process the case.
If it proves necessary for our service portal or service hotline users to send in the product despite receiving phone support, we will provide them with a free DHL return shipping label. Make sure to securely package the product for transport when you send it to us. The warranty does not cover the costs of shipping damages that are caused by improper packaging.
The warrantor (TrekStor) does not assume any liability for any additional sent-in materials that were not included in the original package contents (such as memory cards). Any damage or defects present at the time of purchase must be immediately reported after unpacking the product. Repairs carried out after expiry of the warranty period are subject to charge.
Our products are manufactured with due care to strictly defined quality standards and closely inspected prior to shipment. The warranty service covers all types of material damage and manufacturing defects that can arise in products as a result of the normal, proper and intended use.
Proper and intended product use primarily entails full and strict compliance with all of the instructions provided in the operating instructions. Refrain from any actions or uses that are warned or advised against in the operating instructions.
Product parts that are subject to normal wear and tear and should therefore be considered wear parts are excluded from the warranty. This especially applies to batteries.
Pixel errors are generally not considered defects.
The warranty also does not extend to replay errors from media that are in an incompatible format or have been created with unsuitable software.
If it is determined during the repair that the defect is not covered by the warranty, the warrantor (TrekStor) reserves the right to bill the customer a handling fee for arising expenses as well as to bill the customer for repair materials and work in accordance with a cost estimate.
Note: The cost estimate is produced following an initial inspection of the device and created on the basis of the work done on your behalf. Because of this, it can only serve as a guideline. The actual costs of repair may exceed the costs listed in the cost estimate.
If this is the case, you will be informed in advance. The decision as to whether you will accept or decline this procedure rests with you.
Special warranty terms for tablet PCs, mobile phones and devices with a memory function
Any software that is included with your product is covered by a limited warranty. This especially pertains to pre-installed operating systems, but also applies to any programs that are included with your product. The warrantor guarantees that the storage device on which the software is delivered is free from material and processing defects. This guarantee is valid for a 90-day period from the date of purchase. If the storage device is defective, the warrantor (TrekStor) will replace the defective storage device for free. Any further claims are excluded.
With the exception of the warranty for the storage device, all software is delivered as is. It is not guaranteed that the delivered software functions flawlessly or without interruptions or that it fulfils your requirements.
The warranty will be considered void in the following cases:
- If the product has been damaged by external influences such as accidents, force majeure or causes outside of the warrantor’s (TrekStor) control, such as a lightning strike, water, fire or insufficient ventilation
- Accidental damage, abuse, unintended and/or improper use and handling (such as the application of any kinds of liquids and/or chemicals)
- If the damage has been caused by modifications that you have made to the product, such as alterations and expansions, added parts and the use of accessories not permitted for the product, or by neglect (such as total discharge or exposure to extreme temperatures, moisture or humidity)
- Damage caused by viruses, software errors or improper transport or packaging
- Damage caused by loss during product shipping
- If the product defect has been caused by improper maintenance or repairs that were conducted by someone other than the warrantor (TrekStor) or a service partner authorised by the warrantor (TrekStor)
- If the seal or label (for example, on the battery case or on the battery cells) has been broken or obviously manipulated
- If the product’s model number, serial/IMEI number or product number has been altered or made illegible
- If the battery has been charged using chargers that are not approved by TrekStor, if the battery has been damaged by overcharging or in the case of non-compliance with the special instructions for handling batteries included in the operating instructions
Exclusion of liability
TrekStor is not liable for the loss of SIM cards, memory cards or stored data either during or after the warranty period.
Product repairs may require deleting all data from the device. Please ensure that you have backed up all of the data that is stored on the device before sending in the device. We would like to emphasise that repairs restore the product to its factory settings. The warrantor (TrekStor) is not liable for any costs incurred by software configuration, loss of revenue, loss of data, loss of software or other subsequent damage caused.
You are responsible for completely deleting data from the product that is not covered by data protection regulations or that should not be publicly released prior to sending in the product.
The warranty service excludes financial losses, downtimes, loss of revenue and similar and by no means covers rental devices, travel expenses or similar. The warranty service is limited to the acquisition value or fair value of the product.
We would like to note that false statements (incorrect date of purchase or inaccurate descriptions of defects such as in the case of defects caused by personal negligence) may lead to subsequent costs (repair costs, return transport costs, scrap costs etc.).
Service hotline information
Please note that we cannot offer any service or support for products made by other manufacturers. In these cases, please contact the respective product manufacturer.
Please have your receipt or invoice as well as your product serial number and model name ready for all enquiries.
The manufacturer shall reserve the right to constantly further develop the product. These changes may be made without any direct reference to them in the operating instructions. As a result, the information contained in the operating instructions does not need to reflect the current technical design.
Unauthorised modifications to the device (particularly installing external firmware not approved by the manufacturer or modifications to the device hardware) may result in a loss of all warranty claims.