By using this website, you agree to these terms of use. Accessing and using the website www.dualstore.ro is subject to the following terms of use and all applicable laws. By visiting and using this website, you automatically accept the terms and conditions below. In the case of legal entities, the terms and conditions below will serve as the contract with which you agreed by using this site.

The PickUp and Return service is offered to customers for easier access to warranty and post-warranty services. We do not assume responsibility for faulty packaging, pickup or delivery delays occurring for any reason by the courier. We do not take responsibility for delivering products with damaged packaging or contents.

The term RESISTANT or RUGGED refers to the IP rating, if applicable, and can be found in the specifications of each product, if applicable. This term does not refer to resistance to shocks, mechanical shock, breakage, fire, throwing, hitting, etc. These aspects are not covered by the warranty. More details can be found here.

A rugged phone, but not resistant to mechanical shocks, would be a device designed to withstand factors such as water, dust, and other harsh environmental conditions but is not specifically designed to withstand impacts or mechanical shocks. Such a phone may be resistant to water and dust, but it may not have a construction or technologies specifically designed to protect against damage caused by falls or impacts.

These phones could be useful for individuals exposed to moisture, dust, or other adverse environmental conditions. It is important to check the exact specifications of such a phone to understand exactly what environmental conditions it can withstand and what types of damage are covered by its resistance.

Generally, rugged phones that are not specifically designed for protection against mechanical shocks may offer some protection against wear and environmental conditions, but users should be aware of their limitations regarding resistance to drops and impacts, and these aspects are not covered by the warranty.

We are not responsible for photo, video, or text materials displayed on other websites.

Email: service@dualstore.ro

Details and conditions of the DualStore Super Customer Program - Extended Warranty

Details and conditions of the Standard Warranty

ATTENTION! Phones sent for warranty must not contain personal data or be password protected. Otherwise, the phone will be returned to the customer for compliant submission. For accurate evaluation and diagnosis, it is absolutely mandatory to send the product together with the accessories received in the package.

1.Please fill in the service form carefully:

 

2. The defective product can be sent to us: a. By courier - in this case, upon your request, a courier will pick up the defective product; (If the courier does not come to pick up the package, it is very important to contact us or to send it yourself to the address on the invoice). Couriers do not pick up on Saturdays, Sundays, and legal holidays. The courier may pick up the package between 3-12 days. Please note that the courier is a third-party company, and we are not responsible for its activities. We kindly ask you to notify us via email at service@dualstore.ro for any issues with package pickup.

b. By shipment - in this case, please ensure that:

• You attach a copy of the service request.
• It is mandatory to attach the invoice (copy or original), and we recommend attaching the original warranty certificate of the product.

 

The Pick-Up & Return service provides:

a. Retrieval of the defective product within a maximum of 72 working hours from the notification; b. Delivery of the product to us within a maximum of 72 working hours; c. Information about the product while it is in our possession; d. Returning the product after repair or replacement.

The Pick-Up & Return service does not cover:

a. Products not covered by the warranty provided by DualStore.ro; b. Transport fees in case of withdrawal; c. Products for which the warranty period has expired; d. Products for which the claimed defect does not manifest; e. Products that do not meet the warranty conditions. WE DO NOT WORK WITH ROMANIAN POST

In the cases described in points d-e above, the return shipping costs for the product/products, both outbound and return, are charged to the customer, with payment on delivery.

We are not responsible for the timely pickup by the courier, as it is a third-party company, the pickup request is made automatically after receiving the service entry request, if the courier does not arrive at the specified address, please contact us or deliver the package with the defective product to the courier company, with the pickup number at the email address provided (we cover the shipping costs, except for points d-e).

In addition, DualStore.ro reserves the right to:

a. The duration and condition of products delivered by other courier companies; b. Products shipped without prior service request; c. Products damaged during transport due to inadequate packaging.

This form applies only to warranty products; for other cases, please contact service@dualstore.ro.

 

After completing the form, you will be contacted by phone or email, and upon confirmation, we will send a courier to pick up the product from the address provided by you to be sent to the service unit.

Please read the warranty information carefully before completing the form.

WE DO NOT ASSUME RESPONSIBILITY FOR FAULTY PACKAGING BY THE CUSTOMER WHEN SENDING THE PRODUCT FOR WARRANTY OR RETURN. We do not take responsibility for any delays in the delivery of parcels collected by the courier. We do not take responsibility for any damages that may occur during delivery to and from our service unit. Every product entering our service unit will undergo mandatory cleaning, sterilization, factory reset, and software update (where possible). This applies to products under warranty or out of warranty.

WARRANTY INFORMATION Before starting the device, please consider:   The user manual is provided to guide the user on the functionality of the device. It is not a certificate of technology. Some features may vary due to modifications, software updates, or printing errors.

Safety Measures For the correct use of the product, please read the user instructions carefully before using it.

• Use only the battery and charger provided by our company. If you use other non-compliant products, you may encounter various problems such as product overheating. • To ensure long-lasting and maximum battery capacity, please charge the battery for 8-12 hours before first use. • Do not throw the product or battery into the fire, as there is a risk of explosion. • The product usage time is directly related to environmental conditions. At extreme temperatures, the product's operating time will be shorter, and the battery will discharge faster. • The recommended temperature for using the device is 5-35°C; at temperatures outside this range, you may experience issues with the screen and touchscreen functionality, signal, or other anomalies, the battery no longer operates at normal parameters, discharging more quickly, the phone may shut down even if it shows that it is 40%60%80% charged. • Do not use the product in very low or very high temperatures or in humid or dusty environments. Also, do not leave the product in direct sunlight. • Do not drop the product and avoid strong shocks. • If you spill water or any other liquid on the product surface, you should immediately turn it off and wipe it with a soft cloth. • Do not touch the charger, power cable, or socket with wet hands. This can lead to electric shock. • Do not disassemble the product or accessories and do not attempt to repair the product. Disassembling the product will void the warranty.

Warranty for car mirrors, dedicated navigation systems, media players, car amplifiers, car subwoofers, or car cameras that require wire connections, plugs, or reversing cameras (ANY OTHER WAY EXCEPT CONNECTING THE POWER SUPPLY TO THE CAR LIGHTER SOCKET)

Attention: To benefit from the warranty, it is necessary to install the product in a service center with an authorized auto electrician. Proof of installation is required, which includes the fiscal receipt from the date of installation. Any unit with an authorized auto electrician is accepted.

To provide service for your product, please fill out the form, and we will contact you as soon as possible.

Attention:
The warranty for spare parts is 90 days and is only valid if installed in an authorized service center. To claim the warranty, you will need the installation estimate and the receipt from the installation date.
In the case of product returns or sending items for service, we are not responsible for the loss of SIM cards, accessories such as headphones/cases/SD cards/etc. sent with the product that are not part of the original package provided by the manufacturer. If you happen to send something that does not belong to the original package, please inform us and request it by email at contact@dualstore.ro. If we find these items, we will send them back via courier, and the courier charges will be covered by the owner. These accessories will be discarded if not claimed within 6 months of their receipt at our facility.

Warranty Period:

The warranty for new sealed products is 24 months for individuals and 12 months for legal entities. The warranty for accessories such as batteries, headsets, cables, sd card, chargers, cases, etc., is 12 months.

The warranty for resealed or refurbished products varies from new ones and is specified for each product individually (usually 12 months), as well as for the associated accessories (unless otherwise specified). The warranty for second-hand products and those sold on consignment is 12 months, along with the associated accessories. The warranty for spare parts is 90 days (valid only if installed in an authorized service center). For warranty, a mounting estimate and fiscal receipt from the date of installation are required.

The warranty for headphones and portable Bluetooth speakers is 24 months. The warranty for backpacks, bags is 12 months - this warranty does not cover torn material, broken or forced zippers. The warranty for replacement bands for smartwatches, fitness bracelets, etc., is 30 days. The warranty for protective film accessories is 30 days if installed correctly (according to the installation instructions) and in a specialized center (proof of installation is provided by fiscal receipt or invoice). Improper adhesion (not centered) may lead to detachment, which is not covered by the warranty. Warranty period for electric scooters and bicycles: 24 months for individuals, 12 months for legal entities - this warranty period applies to all assemblies except consumables. Consumables: Battery warranty 6 months Tire and inner tube warranty 24 months or maximum 400 km (not applicable in the event of puncture, broken wire, bent, hit, cracked) Brake discs and brake pads 400 km or 6 months, without warranty if the discs are ovalized, pads prematurely worn due to improper use. Discs become ovalized due to temperature differences, for example: excessive braking (slope, congestion, etc.) followed by entering the wheel into the water.

 

Average lifespan of mobile phones, laptops, PC tablets is 24 months. Average lifespan of accessories, cases, chargers is 12 months. Average lifespan of electric scooter batteries, electric bicycles, go-karts is 6 months.

Before using the electric bicycle, it is mandatory to visit an authorized bicycle service center for the necessary adjustments to start the product. !!! Attention: The product does not have the necessary adjustments for safe use. !!! Attention: Without proof of operation by an authorized Service (invoice and stamp on the warranty certificate in the package), the warranty is void. No warranty is granted in the following cases: defects caused by improper use, installation/operation by an unauthorized person, improper maintenance, impacts, cracks, broken bearings from use on rough or potholed roads, curb jumping, etc., improper installation.

ATTENTION ! The autonomy of electric scooters and bicycles is tested in a closed space, with a weight of 65-70 kg (height of the person 1.75m), constant speed of 20-25 km/h or eco mode, external temperature 20-25 degrees, wind under 15 km/h, and straight horizontal plane (without slope).

Maintain the battery charge level above 10%.

If you do not use the electric scooter for an extended period of time, such as in the cold season, it is recommended and even mandatory to charge the battery every 3 months to prevent it from discharging completely. Attention: for electric bicycles and scooters, in the first kilometers, please use the brake carefully, the new brake pads need to be run in. During the break-in period, a sharp noise may be present during braking. Just like a car, electric scooters and bicycles need periodic checks, for a perfect operating condition of the scooter, a total maintenance is required every recommended maximum 500 km, by no means to exceed 1000 km of use. Mechanical maintenance does not include the costs of replacing parts that are not covered by the warranty. Maintenance and revisions are listed in the user manual.

What maintenance includes:

Check screws, especially in the folding system Check brakes, discs, pads, ventilation (hydraulic) Check bearings Tire condition Complete check of all components and replacement if necessary Cleaning / Washing and dustproofing other adjustments... The products comply with the declarations of conformity No. 1-5 /2000 (G.D. 168/1997) and are warranted in accordance with: G.O. no. 21/1992, G.O. 34/2014, and G.D. no. 140/2021

*Phone batteries, tablets, Bluetooth headsets, or other gadgets are consumables and have a warranty of 12 months. or a limited number of charges available in the device's technical specifications.

 

Attention! Software updates are not covered by warranty. If you request an update from us, you will be charged for the update service.

The following situations are not covered by warranty:

• Decrease in performance of consumables, such as batteries, over the period of use unless the defect is caused by the materials used, manufacturing defects, or quality of execution.
• Defects of any kind arising from the installation or use of programs (software) not supplied by the manufacturer.
• Defects of any kind arising from normal wear and tear due to the use of products under normal conditions.
• Breakage of watch straps and bracelets is not covered by warranty.
• The warranty does not apply to software or other equipment owned by third parties.
• Cleaning products that have dirt, iron filings, liquids in the speaker area, headphones, sound holes, charging ports, etc.
• Sanitizing, cleaning, or replacing affected parts, as appropriate, will incur additional charges.
• Flat tire, cut tire, punctured inner tube, bent wheel, etc.
• New, second-hand, or refurbished products are subject to the same terms of use and operation.

The warranty does not cover situations where some applications no longer function after the developer's update (YouTube, Facebook, Netflix, WhatsApp, etc.).

For waterproof models, the following situations are not covered by warranty:

• Water entering through the charging port or other slots where the rubber seal cap has not been properly closed, or the SIM slot screws have not been tightened (where applicable).
• Saltwater, thermal water (sea, ocean, etc.) - saltwater or thermal water can damage seals, buttons, contacts, etc.
• Water jets.
• Swimming pool with chlorine or other chemical substances.
• Hot water.

We are not responsible for defects that occur during or after service procedures on products that have come into contact with liquids or show signs of mechanical shock.

To have warranty coverage for repairing a product, the Customer must accept the replacement of all parts and subassemblies listed in the service record after diagnosis.

After repair and testing, under normal use, products with severe mechanical shock or liquid contact may still develop some minor or major defects that cannot be detected (cracked motherboard, cracked transfer ribbon, interrupted battery, etc.).

Situations leading to the product's warranty being void:

Attention! Phones sent in for service must not contain personal data or be password-protected. Otherwise, the phone will be returned to the customer for compliant submission!

Products received by us for service must not be logged into an iCloud, Mi, Gmail, etc. account or have any active passwords or fingerprints; otherwise, they will be returned to the owner. Breaking passwords, security accounts is strictly prohibited.

Non-compliance with handling, transportation, storage, installation, operation, and maintenance conditions provided for in the standards contrary to technical standards in Romania:

• Purchase documents are not provided (invoice), have been damaged/altered, or are illegible;
• The device shows damages caused by mechanical accidents, impacts, shocks, cracks, chips, burnt or cracked components/parts, liquid ingress, super glue and other substances, exposure to fire, misuse or negligence, changes in the device's condition, improper storage – repeated operation under large temperature differences causing internal condensation, excessive exposure to moisture or sunlight, antenna or protective cover damage, or usage negligence;
• The device has a cracked display or touchscreen;
• The product has been used with accessories other than those recommended by the manufacturer (different battery than the one recommended by the manufacturer, different wall charger than the original one, which may provide different power voltages than the nominal one specified in the user manual, car chargers, hands-free devices);
• The seal applied by the seller or manufacturer has been damaged, erased, or replaced;
• The product has a broken or forced SIM card or memory card reader, broken or torn charging port, SIM card slot, or external memory slot (micro SD, SD, or other types of cards), with play;
• Software interventions or repairs performed by unauthorized persons or units other than those specified in this certificate;
• Unauthorized rooting leads to warranty void;
• Replacement belts or watch/bracelet straps are broken. Attention, if the product has been wet, it must be immediately dried, and charging it is prohibited until the product is completely dry; otherwise, the product may suffer irreversible damage/defects. The respective product is no longer covered by warranty.

If the defect is not covered by the warranty or the reported problem is not confirmed, our company will request reimbursement of the shipping fees paid by us upon returning the product. Products out of the warranty period or those that do not comply with the general terms and conditions of warranty provision are not subject to the legal term of 15 days for resolution; the resolution period is a minimum of 30 days and a maximum of 120 days from the date of receipt at the service center. Products not collected from the service center within 60 days from the completion of operations will be declared abandoned and handed over to collection centers.

Explanation of the terms mechanical shock, mechanical action, and contact with liquids:

• Cracked, shattered screen, cracked glass,
• Dropped product, signs of impact, placing pressure on it,
• Scratched, deeply scratched glass, defects resulting from contact with various hard or sharp objects,
• Bent, cracked, or shattered casing,
• Liquid traces inside, even if the phone is water-resistant (IP67, IP68, etc.), some conditions are not respected, such as: keeping the product submerged in water for a long time, pressing buttons during liquid contact, contact with aggressive liquids: chlorine, salt, or other substances that may be in the water.

 

If a product exhibits defects caused by rough handling (bending, contact with sharp objects, dropping, etc.) or defects and damages resulting from incorrect use of the product, any product containing liquids falls outside the scope of the warranty and cannot be repaired or replaced without cost.

We are not responsible for lost data from the phone during hardware or software repair procedures. We do not take responsibility if the protective film shows minor scratches or peeling off from the display or back cover during the service procedure. We cannot protect the film, only the actual screen and casing.

If you have software-related issues, please visit the technical support and download section or email us at service@dualstore.ro.

If a product with a valid 12 or 24-month warranty cannot be repaired within a legal period of a maximum of 15 calendar days (this period may differ if it falls on public holidays or courier companies do not operate for various reasons such as weather conditions), it will be replaced with a similar product if available in stock or with another one with similar specifications, and if there is any price difference, it will be discussed with the respective customer, followed by the shipment of the package upon their written agreement. The warranty resolution period of 15 days may only differ with the written consent of the claimant.

The service acceptance report is based on the AWB, with the date indicated on the shipping document upon receipt at the service center.

The operating time of the phone depends drastically on the mode of use of the device: a. 1 minute of conversation, GPRS, WI-FI, IRDA, or BLUETOOTH access reduces standby time by 30-90 minutes; b. 1 minute of light (typing, games, organizer) or access to external memory - MMC, SD, etc. - reduces standby time by 60 minutes; c. 1 minute of network search reduces standby time by 5-10 minutes.

The repair time for products outside the warranty or no longer covered by the warranty may range from 30 to 120 working days (depending on whether the required part is in stock or needs to be imported, or if the product needs to be sent to the manufacturer (China or Hong Kong), the repair time can be up to 9 months. If the customer does not agree to these terms, the product will be returned to them.

IMPORTANT: The LCD / LED screens of electronic products sold by us comply with ISO 13406-2 Class II. All

 

Native resolution	Number of pixels	Number of million pixels	Accepted defects
1024 x 768	786,432	0.8	2
1280 x 1024	1,310,720	1.3	3
1600 x 1200	1,920,200	1.9	4
2048 x 1536	3,145,728	3.1	6

 

The table below shows the number of defective sub-pixels accepted per one million pixels (according to ISO 13406-2 standard):

 

Native resolution	Number of pixels	Number of million pixels	Accepted defects
1024 x 768	786,432	0.8	4
1280 x 1024	1,310,720	1.3	7
1600 x 1200	1,920,200	1.9	10
2048 x 1536	3,145,728	3.1	16

 

IMPORTANT 2: Some tablets, especially the very thin or those with capacitive screens, may exhibit "fluctuation" when pressure is applied to the back of the screen. This fluctuation is NOT considered a technical issue, as it is inherently caused by the construction of the PC tablet. If this bothers you, you can return the product within the 14-day return period provided by law. Another issue sometimes encountered with A10 chipset PC tablets, which is NOT considered a technical problem, is the poor touchscreen performance when the PC tablet is charging. In this situation as well, please return the product within the first 14 days if you are not satisfied with it.

IMPORTANT 3: Dual SIM phones may have signal reception 2-5% weaker than single SIM phones, especially on the 3G Digi Mobil network. To avoid this, for those using the Digi Mobil network, we recommend choosing models compatible with the 3G 900 MHz frequency. Due to the agreement between Digi Mobil and Vodafone, when the Digi Mobil signal on 2100 MHz drops below a minimum threshold, the phone automatically switches to national roaming on the Vodafone 900 MHz network.

Important 4: Software updates are not covered by the warranty and are charged separately. If you perform an update on your own account and the product becomes defective, it is not covered by the warranty for restoration.

WE ARE NOT RESPONSIBLE IF THE COURIER DOES NOT COLLECT YOUR PARCEL FOR ANY REASON. TO BENEFIT FROM THE WARRANTY, IT IS NECESSARY TO ENSURE THAT THE DEFECTIVE PRODUCT REACHES US.

The average duration of use is 2 years.

The meaning of the IP and WR codes for phones and smartwatches:

Attention: All water, shock (if applicable), and dust resistance tests are conducted in the manufacturers' laboratories. Water resistance is according to the IP index only for contact with pure water (without salt, chlorine, acid, alcohol, sugar, etc.). Shock resistance (if applicable) depends on each manufacturer and refers to accidental shocks on flat surfaces (accidental drops). Avoiding the exposure of products to water jets – not covered by warranty

 

IP Resistance Levels (Solid)	Description
1	No protection
2	Protection against objects larger than 50 mm cube
3	Protection against objects larger than 12.5 mm cube
4	Protection against objects larger than 2.5 mm cube
5	Dust protection (dust can only penetrate in extremely small quantities and does not affect device operation)
6	Total dust protection

IP Resistance Levels (Liquid)	Description
1	Object is protected against water droplets
2	Object is protected against water droplets falling at an angle of 15 degrees
3	Object is protected against water spray up to a maximum angle of 60 degrees
4	Object is protected against splashing water regardless of angle, short duration, accidental. Not to be used in rain, pressure washing, continuous wetting, etc
5	Object is protected against jets of water sprayed through a nozzle of 6.3 mm at a flow rate of 12.5 liters per minute, for 3 minutes, from a distance of 3 m
6	Object is protected against jets of water sprayed through a nozzle of 12.5 mm at a flow rate of 100 liters per minute, for 3 minutes, from a distance of 3 m
6k	Object is protected against jets of water sprayed through a nozzle of 6.3 mm at a flow rate of 75 liters per minute, for 3 minutes, from a distance of 3 m (water pressure from a hydrant)
7	Object is protected against immersion in water up to 1 m depth for a maximum of 30 minutes
8	Object is protected against immersion in water up to 1.5 m depth, maximum 30 minutes (exact data varies by manufacturer)
9X	Object is protected against high-pressure water jets, high temperature, and high flow (such a jet of water can be fatal to humans)

Additional Letters	Meaning
f	Oil resistant
H	High voltage device
M	Device in motion during water test
S	Stationary device during water test
W	Environmental conditions

WR Indicator Meaning on Dial or Watch Case	Accidental Contact with Water	Shower	Swimming	Non-professional Diving	Professional Diving	Using the crown or buttons underwater
No WR Indication	No	No	No	No	No	No
With WR Indication	Yes	No	No	No	No	No
With WR Indication 30m/3 ATM/3 Bar/100 ft	Yes	No	No	No	No	No
With WR Indication 50m/5 ATM/5 Bar/165 ft	Yes	Yes	No	No	No	No
With WR Indication 100m ÷ 200m/10 ATM ÷ 20 ATM/10 Bar ÷ 20 Bar/330 ft ÷ 660 ft	Yes	Yes	Yes	Yes	No	No
With WR Indication over 200m/20 ATM/20 Bar/660 ft	Yes	Yes	Yes	Yes	Yes	No