What is Meteor’s policy on returns and repairs?

 

We really hope that you love your new phone or mobile device. However, if you do need to return it to us we have made our returns policy to make it as straightforward as possible. Just read the section relevant to your purchase. Each section also includes some information on how you can get your device repaired under the manufacturer's warranty.

 

Online/Telesales Purchases – Returns Policy

 If you have bought your device from meteor.ie or over the phone via our Telesales team please see our returns policy below:

Less than 14 days: 

If for any reasons you are not happy with your new phone or broadband device, under the Consumer Information, Cancellation and Other Rights Regulations you have the right to cancel your contract by providing us with a clear written statement (letter by post or e-mail) to this effect. You may use the notice published on the "Cooling off" section of our web site for this purpose. If you cancel your contract we will reimburse you all payments including costs of delivery, without undue delay and in no case less than 14 days from the date we are informed of your decision to cancel this contract. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.


Responsibility for any diminished value goods and services: 

If you are returning goods after exercising your right to a cooling off period and the goods are found by Meteor to be damaged, you may be held liable for any reduction in the value of the phone/handset beyond that necessary to establish their nature, characteristics and functioning. This reduction in value will be assessed by reference to the full market value of the goods, which will be displayed where the goods are offered for sale on the web site. The full market value is equivalent to the full pre-pay price that Meteor would charge for the handset in question as currently displayed on the web site. The charge for diminution will apply in the following circumstances:

1.Goods damaged beyond repair/ failure to return the goods – charge of 100% of the value of the goods.

2.Goods visibly damaged but functioning, e.g. cracked or broke screen- charge of [30%] of the value of the goods.    


Less than 28 days – device is faulty (excluding iPhone)
If you find that your phone or broadband device is not working properly you have 28 days to return it to one of our Meteor stores listed here. Exchanges and refunds of faulty phones (excluding iPhones) will be provided within 28 days of the purchase date and where the fault can be verified in store. All returns should be accompanied with a valid receipt, all packaging the phone came in, any associated accessories and the phone manual. Your manufacturer’s warranty will be deemed void should the phone be physically damaged (including moisture damaged). Please read the manufacturer’s manual for details of warranty T’s&C’s.

If you are not near one of our Meteor stores listed here you can call 1800 303 592 and we will send you a prepaid returns envelope. We will assess your phone/broadband device and depending on the fault we may either offer you a repair, replacement or refund.

iPhones
iPhones come with a one year manufacturer’s warranty for hardware repair and up to 2 years of technical support from the date of purchase. Visit www.apple.com/ie/support for technical support on your iPhone or call the Apple support line on 1850 946 191. Please visit one of our retail stores with your proof of purchase and our staff will help troubleshoot your issue or send it for repair. You can also use the Apple Online Assistant to send your iPhone for repair

Over 28 days – device is faulty

If your device develops a fault after 28 days from the date of purchase, please return to one of our retail stores where we offer a manufacturer’s warranty repair service. Repair service times may vary and loan phones will depend on availability and a refundable deposit.

 

Meteor Store Purchases – Returns Policy

Less than 28 days – Device is faulty (excluding iPhone)

Exchanges and refunds of faulty phones only (excluding iPhones) will be provided within 28 days of the purchase date and where the fault can be verified in store). All returns should be accompanied with a valid receipt, all packaging the phone came in, any associated accessories and the phone manual. If necessary, phones may be returned to a technician appointed by the manufacturer so that the fault can be verified before any exchange or refund is provided. Your manufacturer’s warranty will be deemed void should the phone be either physically damaged (including moisture damage). Please read the manufacturer’s manual for details of warranty T’s &C’s. We do not offer a change of mind or an unwanted gift policy for any in-store handset purchases.


If you are not near one of our Meteor Stores listed here, you can call 1800 303 592 and we will send you a prepaid returns envelope. We will assess your phone/broadband device and depending on the fault we may either offer you a repair, replacement or refund.



iPhones


iPhones come with a one year manufacturer’s warranty for hardware repair and up to 2 years of technical support from the date of purchase. Please visit www.apple.com/ie/support for technical support on your iPhone or call the Apple support line 1850 946 191 Please visit one of our retail stores with your proof of purchase and our staff will help troubleshoot your issue or send it for repair. You can also use the Apple Online Assistant to send your iPhone for repair.

 

Over 28 days – device is faulty
 

If your device develops a fault after 28 days from the date of purchase please return to one of our retail stores where we offer a manufacturer’s warranty repair service. Repair service times may vary and loan phones are subject to availability and a refundable deposit.

 

Walk-in repair service & Repair service by post

Walk-in repair service
We offer a walk in repair service through one of our repair agents Fónfix (based in Dublin.)
The Fónfix repair centre is located at:
Fónfix,
1 Sandyford Park
Sandyford Industrial Estate
Sandyford
Dublin 18
Fónfix website

** Please note Fonfix charge a non-refundable handling charge of 15 euro for their walk-in repair service


Repair by Post
You can post your broken phone or broadband device to:
Fónfix,
1 Sandyford Park
Sandyford Industrial Estate
Sandyford, Dublin 18

We recommend you send by registered post for tracking purposes, using a padded envelope for protection.

Important information when returning your phone / broadband device for repair:

-Remove your SIM Card and store it in a safe place, as this is not needed for the repair process.

-Remove your Memory Card (if any).

-Make sure to include your name, address, a contact phone number and a description of the fault.

-Please keep a note of the IMEI number of your phone, this is the 15 digit number displayed on the back of your phone. You can also retrieve this number by dialling * # 06 #.

-Transfer and / or delete from your phone memory any images, messages, downloaded materials or numbers, personal to you, as they may be lost during repair.

Meteor will use reasonable efforts to maintain the security of such information, but you acknowledge that Meteor is not liable or responsible for any inadvertent loss or damage to (or to any other materials notified above not to be included as part of the repairs process), or any caused through the necessary repairs process (which may include deletion of information). It is your responsibility to remove and save in advance of sending your phone / broadband for repair.

If your phone is under manufacturer warranty, this service is free, but please be aware that the warranty will not cover customer misuse or any liquid damage. Further details of the manufacturer's warranty will be in your manufacturer guide .Meteor acts only as a pass-through agent for the purposes of processing any warranty claims.
 

If your phone / broadband stick is no longer under warranty, our repair centre or ourselves, will call you and inform you of the cost of repair before working on it.