Refund policy

1. Returns Policy (B2B Purchases)

Sales made by HEM France are exclusively reserved for professionals (B2B). In accordance with legislation applicable between professionals, the right of withdrawal does not apply. Consequently, we do not accept any returns of goods for personal convenience or ordering errors. Any purchase is deemed final once validated. The only accepted returns concern hardware faults covered by the manufacturer's warranty (see after-sales procedure below) or proven delivery errors on our part (reported within 3 working days; see Terms and Conditions of Sale).

2. After-sales Service Procedures (Faults and Warranties)

In the event of a hardware fault, your product is covered by the manufacturer's warranty. The vast majority of equipment is covered by a 2-year warranty (parts and labour), except JBL products (one-year warranty). These warranties exclude damage mentioned in our Terms and Conditions of Sale (breakage, oxidation, misuse).

Mandatory instructions before sending any item for after-sales service:

Remove the carrier SIM card and any microSD card.
Disable and remove all security codes (PIN code, pattern, password).
Back up and then delete all your personal data from the device.
You must include a copy of the proof of purchase (consumer invoice showing the model and IMEI).
Include a letter precisely describing the fault and stating your full contact details.
Note: We strongly recommend sending parcels with tracking.

3. Where should you send your faulty product?

Support depends on your device brand. Please follow the instructions below:

Alcatel

Alcatel devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Send the product to the following address with a photocopy of the purchase invoice and a letter explaining the situation:

Anovo Brive
15, rue Daniel de Cosnac
BP561
19107 Brive Cedex
Email: sav.anovo@anovo.com
Tel.: +33 (0)8 92 68 20 04

Please note that the following items must be included when sending your Alcatel product to the repair centre:

The faulty product and its accessories.
A letter giving your full contact details and explaining the reason for the return (with a precise description of the symptoms).
A copy of the proof of purchase (the product model and IMEI must be clearly identified).

Before shipping:

Remember to remove the operator SIM card and, if present, the SD card.
Remove all security codes.
Send everything to the address provided using a tracked parcel service (recommended).

Apple

Apple devices are covered by a one-year parts and labour warranty, excluding damage described in our General Terms and Conditions of Sale.

For any after-sales service request, contact Apple Technical Support on +33 (0)805 540 003 or visit the website.

Asus

Asus devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

For any after-sales service request, visit the website.

Blackview & Oscal

Blackview devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document.

Crosscall

Crosscall devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document.

Cubot

Cubot devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document.

Doogee

Doogee devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document.

Doro

Doro devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

After-sales return address:

Cordon Electronics
14, rue de la Violette
ZI de Quevert
BAT A2 / ACTIVITÉ DORO
22103 Dinan/Quevert
Tel.: +33 (0)2 23 36 04 38 / 0892 69 27 92
Fax: +33 (0)2 23 35 56 96
Doro hotline: +33 (0)5 63 21 53 86

Return the complete device with a photocopy of the end customer's purchase invoice and a form specifying the nature of the fault. Repairs take approximately 15 days.

You can check the status of your device on the website.

Huawei

Huawei devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Return the device directly to the following repair centre:

SBE France – Cordon Group
10 rue de la Capelle
ZI de l'Inquétrie
62280 Saint-Martin-Boulogne
Tel.: +33 (0)8 92 35 08 08
Fax: +33 (0)3 21 87 72 69

The device must be returned on its own (without the box, battery, charger, headset, etc.), together with a photocopy of the consumer’s purchase invoice and a letter stating your contact details and describing the fault. Repairs take approximately 15 days. You can track the status of your device on the website.

JBL

JBL devices are covered by a one-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Before submitting an after-sales service request, the customer must create an account and log in at https://v2.mysav.eu

Return procedure:

The customer must submit an after-sales service request at https://v2.mysav.eu. If the request is accepted, they will receive a return authorisation (RMA).
The customer must then send their product with:
- the end customer’s purchase invoice;
- the original accessories (battery, charger, etc.);
- details of the fault.
The customer's personal data must be backed up and deleted from the product before shipping.
Products must be packaged to withstand transport.

Konrow

Konrow devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document. Before submitting a request, please consult our FAQ on this page.

Microsoft

Microsoft devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Motorola

Motorola devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Send the device in unbranded packaging using a tracked parcel service, with a copy of the invoice and a letter stating your contact details and describing the fault, to the following address:

Cordon Electronics
14, rue de la Violette
ZI Quévert
22103 Dinan
Tel.: +33 (0)8 92 69 27 92
Email: info@cordonweb.com

A technical assessment will be carried out upon receipt.

Before shipping, remove and keep your SIM card, and back up all your data (photos, contacts, etc.).

You can check the status of your device on the website.

Neow

Neow devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document. Before submitting a request, please consult our FAQ on this page.

Nokia

Nokia devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Return the device directly to the following repair centre:

SBE France – Cordon Group
CHATEL NORD – Bâtiment 11
Zone d'Activités de Garromanche
62230 Outreau
Tel.: +33 (0)8 92 35 08 08
Fax: +33 (0)3 21 87 72 69

OnePlus

OnePlus devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

For any after-sales service request, contact OnePlus Technical Support via the website.

Oppo

Oppo devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Return the device directly to the following repair centre:

SBE France – Cordon Group
10 rue de la Capelle
ZI de l'Inquétrie
62280 Saint-Martin-Boulogne
Tel.: +33 (0)8 92 35 08 08
Fax: +33 (0)3 21 87 72 69

Oukitel

Oukitel devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document.

Relife Mobile

Relife Mobile devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

The after-sales service procedure is described in this document.

Samsung

Samsung devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Return the device directly to the following repair centre:

SBE France – Cordon Group
10 rue de la Capelle
ZI de l'Inquétrie
62280 Saint-Martin-Boulogne
Tel.: +33 (0)8 92 35 08 08
Fax: +33 (0)3 21 87 72 69

Xiaomi

Xiaomi devices are covered by a two-year parts and labour warranty, excluding the damage described in our General Terms and Conditions of Sale.

Return the device directly to the following repair centre:

SBE France – Cordon Group
10 rue de la Capelle
ZI de l'Inquétrie
62280 Saint-Martin-Boulogne
Tel.: +33 (0)8 92 35 08 08
Fax: +33 (0)3 21 87 72 69