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Information regarding returns and guarantee repair

Dear Best Buy Customers,
To ensure the smooth processing of return and repair cases, we ask you to take note of the following:
Please understand that the possibility to return items is limited to those obtained directly from Best Buy Cyprus.

Please send returns to:
Best Buy Cyprus

Fofo kai Vasos Vasilou

45 Limassol Cyprus 

If you require clarification, please contact:
Service-Hotline: +357 25952206
Email: info@bestbuycyprus.com

With regard to claims under guarantees and repair processing, the current provisions of the manufacturer’s guarantee apply.

It is necessary to distinguish between the following cases:

1. Repair under guarantee
2. DOA
3. Cancellation of agreement

1. Repair under guarantee

When you purchase your mobile phone, you are normally granted a 24-month manufacturer’s guarantee. This guarantee covers free repair of any faults and the replacement of defective components. Guarantee provisions for accessories may deviate from this.
In all cases, we recommend the processing of claims under guarantee via a service centre authorised by the manufacturer. You profit from direct and rapid processing.

Please remember to enclose the following when submitting the item:

  • Proof of purchase in the form of an end customer receipt with IMEI number
  • Precise description of fault
  • All accessories (connecting cable, mains charger, rechargeable battery, charging dock, etc.).

A manufacturer’s guarantee is normally excluded in the case of the following defects:

  • Mechanical damage
  • Corrosion by liquid
  • Use of third-party accessories
  • Damage due to improper use
  • Unauthorised opening of the device

If repair under guarantee is not possible, you generally receive an offer/quotation for repair, which has to be paid for, from the service centre.
If you prefer us to process the claim, we will take over the coordination with an authorised service centre. Please note that, in this case, the overall processing period may be significantly longer.

2. DOA (dead on arrival)

DOA is defined as a hardware defect on the item being used or installed for the first time. As a rule, the manufacturer only prescribes a very short period for termination (generally 2 days after the date of the end customer receipt). Please note that the following DOA processing does not apply to damage due to improper use or mechanical damage.
To comply with the manufacturers’ DOA regulations by the relevant deadlines, please first send your DOA request to info@bestbuycyprus.com . An exact description of the fault and the end customer receipt must be enclosed.

Please remember to enclose the following when submitting the item:

  • Proof of purchase in the form of an end customer receipt with IMEI number 
    (If a defect has already occurred at the hardware presentation, a legally-binding explanation is required from you, which confirms that the item was not already sold to end customers)
  • Precise description of fault
  • All accessories with sales packaging

3. CANCELLATION

A cancellation of agreement is the withdrawal from or rescission of the purchase agreement for the device concerned. A rescission via the supplier chain is only possible under the following circumstances:

  • At least two attempts to remedy the defect (attempted repairs) by a repair centre authorised by the manufacturer.
  • The first attempt to remedy the defect took place within the first six months after the sale of the item to the end customer.
  • Please note: a software update is not regarded as an attempt to remedy the defect.
  • Items with defects due to improper use or mechanical damage cannot be returned for cancellation of the agreement.

Please first send your cancellation of agreement request to info@bestbuycyprus.com .

An exact description of the fault, at least two repair reports and receipt must be enclosed.

Please remember to enclose the following:

  • Proof of purchase in the form of an end customer receipt with IMEI number
  • All accessories with sales packaging
  • Precise description of fault