The Solution Shop After Sales and Warranty

Have any questions?

If you have any questions please contact us using the chat (in the bottom right), on our facebook page or email us at help@thesolutionshop.group and we will do all we can to answer you as quickly and fully as we can.

You might also find answer to any questions you have on our help center.

We are please to say that we now operate three after sales centres throughout the EU, along with a further two return centres. This means that we are able to offer unparalleled support to our customers.

Returns

We operate 2 return centres in the EU and two logistics hubs that help us to offer 30 day returns on all our products from the date of delivery. This means that if you decide you don’t want a product and as long as it is in “as new” quality you can return it for free. For a full refund of the product cost, excluding shipping. If you want a to return an item from your order you simply contact our support team within 30 days of receiving your order and let them know. From there they will contact you to provide a return information form (to be included in the return package) and will ask you to confirm you choosen transport method (see the list below). Then simply await pickup of your package or drop it off (depending on what transport method you choose) and we will receive it within 3-4 days. As soon as we receive it we will issue a refund within 2-3 working days, assuming that device is returned in “as new” condition.

If you want to get started with a return, simply contact our team at return@thesolutionshop.group with your order number and address (This is to confirm your identity), and they will arrange the entire thing within 1-2 days.

Warranty Support

Our two warranty repair centres are located in Poland and Portugal. If something goes wrong with any of your items we will fix and repair it for you quickly and efficiently, as long as it is within it’s warranty, from either one of these repair centre. If our engineers decided that the item can not be fixed at our repair centre then it will be flown to China for the repair to take place. We arrange transport free of charge and you can choose which ever method is easier for you (see below for a list of method available).

If you experience an issue please email us at warranty@thesolutionshop.group and it will be dealt with quickly and efficiently. Once our team have established the cause and problem, they will provide you with a pre-paid label, for your chosen transport service, and then provide you with a information form for our return centre. You simply package your phone carefully and include the information form in the package and drop off/ await collection of your parcel. Parcels normally take 2-3 days to get to our centres, repair normally takes 4-5 days and return postage normally takes 3-4 days.

Unless otherwise noted on the products page, the default product warranty period is one year starting from the date of purchase, during which you are eligible for free repair. If the buyer has damaged/misused the item(s), it will not be eligible for free repair.

Dead on Arrival (DOA)

It is extremely unlikely that your item will arrive Dead on Arrival (DOA) as we test and check all items before they leave our fulfilment centre in Shenzhen or Hong Kong. But if this does occur you can simply utilize the our normal return procedure, means that we pay for and arrange all transport back to our returns centre.  As soon as the item arrives at our return centre and new product will be dispatched from our office in the UK, Poland, Hong Kong or Shenzhen. A 10% refund will then be returned to you as compensation for the delay in receive a functioning item. If you receive an item DOA please contact any of our support teams (Billing, Shipping, Technical or Warranty) and they will but our DOA policy into action.