At smartport you have several paths in parallel when something goes wrong. So you know exactly who to contact when, here's the clean separation:
Three terms, clearly separated
- Statutory warranty — binding, 24 months from delivery, claim against the seller. It covers defects that already existed at the time of delivery.
- Manufacturer guarantee — a voluntary commitment from the manufacturer (e.g. Apple, Samsung). Terms, duration and services are set by the manufacturer. It comes on top of the statutory warranty — not instead.
- smartport seller guarantee — our own promise as the seller: you reach us directly for the full warranty period, without any detour via the manufacturer. We coordinate repair, exchange or refund with you and — when sensible — bring the manufacturer in ourselves.
> Marketplace note: This seller guarantee applies to devices sold directly by smartport. You can identify the seller on the product page and in your order via the "Sold by …" note. If you buy from a third-party seller on smartport, our Marketplace Buyer Protection applies in addition — we mediate and step in if the seller doesn't respond.
What this means in practice
- You never have to go to the manufacturer first before we help. "Please contact Apple" is not our standard line.
- You can still contact the manufacturer additionally if you find it faster — both rights exist in parallel.
- For clear defects within the first months we usually handle the whole process ourselves, incl. free return shipping.
What's not covered
- Normal wear (battery aging within the usual range, light traces of use on devices sold as "New with opened seal" are not seller-guarantee claims).
- Self-inflicted damage (e.g. drops, water damage, improper third-party repairs).
- Software / usage questions outside of hardware defects — manufacturer hotlines are fastest there.
For unclear cases just contact us. We decide together with you and our tech team.