ZUK.EU offers 2 years European Local Warranty for ZUK mobile phones and 6 months warranty for accessories.
If items are faulty for non-artificial reasons within two years (from the date of arrival), customers can send them back for free repair. Dis-assemble, misuse, drop, waterlog or any other artificial factor causes the damage of item are not in scope of the warranty.
ZUK.EU will be in charge of all the repair handling fee and the non-artificial defective component replacement charge( motherboard & screen are not in the scope of this free repair policy)
PLEASE NOTE: ZUK.EU only repairs and replaces the products purchaced at ZUK.EU. Customers must provide the order number on ZUK.EU and the IMEI number of the phone for warranty. Please note that we keep records of serial numbers (or IMEI) of every phone we sold.
ZUK.EU kindly advises every respected customer to read the following regulations carefully before purchase.
We do NOT accept "No reason" return. Like "I do not like", "It is not like I thought", "I thought it should have some more functions", "My phone signal is weak" , "Speed not like I wish" etc.
Customers should inform our service people in 2 days if Items Defective On Arrival.
1. Immediately file a case and get a paper proof with a stamp from the courier company.
2. Send us an email with detailed pictures showing the defective items, package situations and the case number or paper for proof.
3. With the case number we will quickly confirm the incident and get the compensations from the shipping courier.
4. We will send you a new replacement or give you full refund of the defective item.
In this situation, we may ask you to send back the defective item before we send you a new one if it is in high value.
1. Please immediately send some images about package and defective items to our service people.
2. After confirmation, we will resend you a new replacement or give you a total refund.
For this situation, we can almost judge that the defect is caused by the warehouse packing such as lacking h3 bubble protection, so our warehouse department staff will also make some improvements in packing aspect.
We may ask you to send back the defective item before we send you a new one if it is in high value.
1. Please immediately contact the shipping courier and file a case there.
2. Tell us the case number and send us some pictures showing all items you get on arrival, all the labels on the packing, and also the package situations.
3. We will resend you the missing items after we confirm the situation.
Most importantly, if you have the taxation fee receipt, don't hesitate to take a picture for us as the weight can tell something about the missing.
If the item you received is completely different from the one you ordered, e.g. different color, different model etc.
1. Please contact us with photos about package and items.
2. If you are willing to keep the wrong items, we will offer a 5% of the item value for compensation. If you don’t want to keep it, you can return for the right one by our cost.
Defective items should be sent back to Our European Repair Center for free repair. All Customers should contact our Customer Service Department for RMA before returning items. ZUK.EU will not accept any returned package without permission.
If PayPal dispute is there, customers have to afford the shipping fee according to PayPal regulations. So we kindly advise customers contact our service people for solution. We are always here to help customers. Thank you for your cooperation.
Q: Who is responsible for the return Shipping fee when the item does not work?
A: it depends on how many days you have used the item.
Under all of the following circumstances, replacement or refund can be made only after we get the returned items.
For items needed to be refunded, there should be no scratch or any damage on the appearance, or else ZUK.EU has to charge customers 20% of the item amount for restocking.
If any component has been changed（except for the battery and motherboard, our service people will contact you for paying the bills.(PS: All the artificial factors cause the damage of battery or motherboard is beyond the warranty.)
1. Dead on arrival: ( replacement or refund warranty)
ZUK.EU will be in charge of the returning Shipping fee if it is the DOA item, and after we receive the returned package we will send out the new replacement by our expense or refund you.
2. Within 1 month: (free repair warranty)
ZUK.EU will give you credit of the shipping fee partial in the form of coupons and partial of the refund to your PayPal account.
3. Within 1 to 6 months: customer share (free repair warranty only)
Items should be returned by customers’ cost for free repair and ZUK.EU will pay for shipping the repaired one to customers.
4. Within 6 to 24 months: Customer (free repair warranty only)
Customers pay for the Round-trip shipping fee to return the items for free repair within one- year usage.
Return shipping way accepted
Q: What kind of shipping method to send back the item?
A: The cheapest registered mail with tracking number. If customers want to send back by fast shipping, we are sorry that you should have to pay the bills.
Any question about the above, please free to contact us via
Before returning any unit for service, customer should back up data and remove any confidential and/or personal information from the product. ZUK.EU is not responsible for damage or loss of any program, data, or removable storage media.
Return the product by registered mail (the cheapest way-post service) with tracking number from the nearest Post Office or EMS; If the mail service with tracking number costs more, please be sure to properly keep the shipping receipt with you.
Please remember to include a note in your returned package indicating the following details:
This note will help expediting the processing time for you.
Do not get what you need? For any questions please email us via firstname.lastname@example.org