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FAQ – Frequently Asked Questions

About us

Phoneparts is a new company, but our staff boasts almost thirty years of expertise in TLC business.

Our goal is to become the European reference point for product quality and customer support.

In addition to all the equipment needed to carry out the repair work, we sell genuine (or very high-quality compatible) replacement parts for all brands and models of best-selling smartphones and tablets.

We are repair shops/resellers, can we have a special price list?

Yes, your prices will vary following your monthly turnaround, thanks to our adaptive discount levels.
You can check your level in the “My Account” section.

Do you also repair devices?

Not at the moment, we are parts resellers for repair shops.

I can't login with my account credentials, what can I do?

If you have forgotten your password, click on the link to reset your password, you will receive an email with the instructions to insert a new password.

If you have any other problems authenticating call our support at +356 2704-2749, WhatsApp at +356 77555086, or write us at info@phoneparts.com.mt

We have more than an office, can we have multiple addresses?

Yes, you can have a billing address (mandatory) and an optional shipping address.

Can I see my orders history?

Yes, in your account area you can see your orders history, download the invoices, edit your addresses, etc.

Do you have a minimum amount for the orders?

Yes, the minimum order amount is 20€, shipping and taxes excluded.

Our company is based in the EU, are we subject to VAT charges?

If your company has a VAT number registered in the VIES system, you can buy with VAT Reverse Charge at 0%.

What kind of payments do you accept?

At the moment we accept Paypal, Credit Cards through Paypal processing, Bank transfers.

For our Maltese customers we also accept cash at pickup at our facility in Swatar.

How are the orders shipped?

All orders are shipped by 24H International Express Couriers in every European country.

What are the delivery times?

All orders inserted before 3PM are processed by our staff, and given to the courier, on same day.

All orders are usually delivered in 24H or 36H.

Please note that we cannot be held responsible for delays caused by force majeure.

I've received a faulty product, what can I do?

First of all be so kind to carefully check the product before starting a “refund/change” request in order to verify that the product is really defective. For example, in case of an LCD, it is very useful to test it with another mother board and verify that the installation is properly done.
In the case of a really defective product you can proceed in a very simple way with a “refund/change” request directly from your account area, you just need to choose the order which refers to the defective product and after that send the “refund/change” request.
Customer will always bear return shipping cost, except special agreements between Phoneparts and the customer himself.

How much time do I have to ask for a refund for a faulty product?

All spare parts are covered by a 3 months’ warranty; this warranty starts from the receiving date. However, if a “known” defect appears after three months, Phoneparts will consider to refund the customer.
All tools are covered by the European legal warranty, to be more precise: a 12 months’ warranty for professional users and a 24 months’ warranty for private users.
Customer will always bear return shipping cost, except special agreements between Phoneparts and the customer himself.

How are refunded the products which are acknowledged as faulty?

If the product is considered defective by Phoneparts, the refund will be issued with a voucher or according to the chosen payment method at the moment of the order: PayPal, bank transfer.
In some cases, if it is possible, the defective product can also be substituted.
Customer will always bear return shipping cost, except special agreements between Phoneparts and the customer himself.

What condition must the faulty products be, to qualify for a refund?

All defective products must always be sent back in their original packaging.
Tools:
original box, accessories, power cable and all impact protection parts.
Phoneparts will not consider products with incomplete packaging or damaged products
Spare parts:
all spare parts must always be sent in their original packaging, impact protection material such as plastic airbag, front and rear protection film, and also adhesive parts protection film.

If the customer for some reasons cannot send the defective products complete with all its parts, the customer must previously inform Phoneparts staff and wait for a shipping authorisation.
Customer will always bear return shipping cost, except special agreements between Phoneparts and the customer himself.

Under what conditions is my sensible data handled?

Every page of our website is accessed using the HTTPS protocol, which encrypts all data transmitted between your web browser and this website by the latest TLS protocols.

No payment transaction is processed or transits through our servers, but is instead executed directly on the companies secure servers responsible for the payment process.

None of your private payment data is treated, saved or read by our IT staff or equipment.

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