All our products have a minimum one-year warranty and some products even have a lifetime. This warranty offers you and your customers great benefits, such as a free exchange of a defective product and assistance with repair from our experts. In order to be able to keep our customers as well informed as possible about our warranty conditions, this article discusses the situations when warranty does and does not apply. Is your question not listed? Please contact our customer service.
When is a product covered by the warranty?
It can sometimes happen that a delivered product does not function as it should. An example of this is a screen with ghost touch or a peeling frame. When such a screen is returned for warranty, it is not a problem that foils have been removed, also the black layer for heat protection on the back of the OLED screens does not have to be flawless to qualify for warranty for these errors. Because ghost touch and a loose frame are problems that can also arise after a while, this is also covered by warranty even with some scratches in the glass. However, the warranty has expired if there is a crack in the glass or damage to the LCD/OLED. The lack of protective films on a defective product does not affect the warranty of all products of any quality. This is also the case when a product is returned in a different packaging than the original. All products will then still be covered by warranty with the exception of all Samsung Service Pack parts, which must be returned regardless of a defect or not always in original packaging.
Example: battery (with warranty)
Even a battery can sometimes not be completely good and that is of course covered by warranty, provided it is within the warranty period and it is not damaged. A battery that has become thick is also covered by warranty. If the battery has creases on the bottom in the black foil, this is not a problem as this is something that can happen when removing the battery if it was mounted. Unfortunately, if a crack has occurred in this, this is no longer covered by the warranty.
Example: Adhesive/adhesive strips (with warranty)
It is possible for various parts to be mounted by means of adhesive. This is the case, for example, with the adhesive strips on iPad/Samsung digitizers and iPhone/Samsung/Huawei/Nokia dock connectors. If these are defective but have been assembled and are returned without disassembly damage, this is covered by warranty, even if the adhesive strip/adhesive is no longer completely neat. This applies to all products of any quality that are mounted by means of adhesive.
When is a product out of warranty?
However, there are situations where a product is no longer covered under warranty despite a warranty period that has not yet expired. Below we cover the most common cases:
1. Spots/streaks in the image
It is possible that spots and/or stripes can be seen in the LCD/OLED on a screen. This is damage caused by pressure damage during assembly, use or by falling. This is something that is not covered by the warranty when one or more protective films have been removed. This is also the case if the glass is not broken. This applies to all screens of any quality. We therefore recommend testing these screens before mounting them. This so that you can be sure that no damage has occurred during transport. When you start assembling the screen you agree with the cosmetic condition of the screen and the warranty will expire on LCD/OLED damage, connector damage and/or damage to flex cables. This agreement ensures that both before and after assembly/installation no unpleasant situations arise due to damage caused by incorrect assembly. If one of the above problems occurs with the screen during testing, you can return it to us in the original packaging including unremoved foils.
2. Glass damage
Unfortunately, if the glass of a new screen is cracked, no warranty can be offered. This damage indicates a drop or extreme pressure damage from mounting or use and therefore cannot be covered under warranty. This applies to all screens of any quality.
3. Cable between screen frame and housing
The cable may tear if it gets between the screen frame and the phone housing. This can cause the screen to stop functioning as intended immediately, but also after using it for a while. However, this is damage caused by mounting and cannot be remedied under warranty for this reason. This is something that is not covered by the warranty when one or more protective films have been removed. To prevent this, the cable can be pressed towards the inside of the phone with a nylon spudger when closing the phone so that the cable does not get caught between screen and housing. This applies to all screens of any quality.
4. Tear in cables
If there is a break in a cable, the warranty has expired if the protective foils are removed. This is because it concerns damage caused by mounting. This is caused by too much tension on the cables. This applies to all parts of any quality.
5. Using wrong brand screen
When the wrong brand screen is used with the iPhone 7 Plus, 8 Plus, Xr or 11 (LG, Toshiba or Sharp), this can cause a malfunctioning touchscreen. The use of the correct brand of screen only applies to the refurbished, Regate, pulled and Finity screens. If this is the case, the screen can only be taken back if both the screen and the packaging are returned in full original condition. This does not apply when using compatible screens.
6. Using the wrong type of screen
If the wrong type of screen is used with the iPhone Xs, Xs Max (4-part or 6-part), this can cause a malfunctioning touchscreen. The use of the correct brand of screen only applies to the refurbished, Regate, pulled and Finity screens. If this is the case, the screen can only be taken back if both the screen and the packaging are returned in full original condition. This does not apply when using compatible screens.
7. Broken Connectors
If a connector is broken or the teeth are bent, this is not covered by the warranty. This is because this damage is seen as installation damage caused by pressing the connector too hard or incorrectly at the place where it should be connected. This applies to all parts and every quality.
8. Wrong order/no longer needed
An incorrectly ordered or no longer required product cannot be returned if it is no longer in a salable condition. This includes a damaged/incomplete product, missing/damaged protective foils, plastic containers and/or other packaging materials. This also applies when written on it and applies to all products.
9. No return form included
When we handle a return and there is no return form available, it is very difficult and sometimes even impossible for us to determine the reason why the products have been returned or who the sender is. For this reason, we unfortunately cannot handle returns without a return form. Return forms can be found on the website. (https://www.directscherm.nl/service/shipping-returns/).
10. Protective films replaced afterwards
Unfortunately, if protective films have been replaced on a product that has a problem that is not covered by warranty without protective films, this does not apply. For example, “Ordered incorrectly/no longer needed” or “Stains/streaks in the image”. All protective films must never be removed in order to make a warranty claim for these problems. This applies to all products of any quality.
11. Optical Damage
If a product shows visible damage on the outside, this will unfortunately not be covered by the warranty. Examples include scratches in the product, dents in chips/covers, and any other visible damage that shows that a product has not been used or assembled as intended. This applies to all products of any quality.
12. Warranty stamps/stickers
If a product is not provided with our warranty stamps or warranty stickers, we unfortunately cannot offer a warranty on these products. All our screens and parts are provided with one of the following stamps/stickers:
Red shiny with "MS" (sticker)
Blue shiny with "MS" (sticker)
Gold shiny with "MS" (sticker)
DirectScherm logo (sticker)
Regate logo (Stamp)
Finity logo (Stamp)
All products with CAASI stamps or imprint
All products with Avance stamps or imprint
In extremely exceptional cases, stamp(s) or sticker(s) may be missing. This actually never happens, but in order to avoid annoying situations, we would like to ask you to check whether these are not missing before mounting. You can always contact us about this so that we can take a look with you if necessary. Unfortunately, we cannot under any circumstances provide a guarantee in the absence of our guarantee stamps/sticker, even if the product comes from us. The only exception to this is that Directscherm has been contacted about this prior to assembly so that we can exchange the product or solve it in a different way because this is known to us.
Warranty overview / Lifetime Warranty
Thanks to Directscherm's warranty program, we offer a "lifetime warranty" on almost all our qualities. This warranty offers you and your customers great benefits, such as a free exchange of a defective product and assistance with repair from our experts.
Our warranty periods can vary per product. Therefore, take a good look at which product falls under which quality. Take into account the term of a warranty.
- Finity, Regate en Caasi producten - Lifetime warranty
- Service pack schermen/onderdelen - Lifetime warranty
- Refurbished/Pulled displays - 12 months
- Batterijen - 12 months
- Compatible schermen - 12 months
- Onderdelen en accessoires - 12 months
- Unfortunately, we cannot offer a warranty on products that have been soldered or welded, since it cannot be checked whether the defect was caused by a factory defect or incorrect assembly.
Would you like to know more about our "Lifetime Warranty" or do you have questions about a certain quality? Our experts are happy to speak to you [email protected].