Warranty
Product warranty
For products with a commercial warranty, the period depends on the product and the manufacturer and is stated in the warranty certificate.
The warranty given by the certificate does not affect the rights the law gives you (the legal guarantee of conformity — Law No. 105/2003 on Consumer Protection).
The warranty certificate
For products with a commercial warranty you receive a warranty certificate with every order — on paper, together with the product, or in electronic format, by email. The certificate lists the products (with the serial number, where there is one), the warranty period and the service centre.
A problem with the product? 3 steps
- Call us on 0 (69) 229 229 or write to us at info@nemo.md, with the certificate number or the order number.
- Hand over the product at one of our stores or at the central warehouse. When you hand it over, we fill in a handover form (in Romanian) together with you, and you keep a copy. If you like, you can download the form and fill it in beforehand. No store of ours near you? Call us — we agree together how the product gets to us. Large products — we collect them from your home, free of charge.
- You get a solution: repair or replacement, free of charge, within 14 calendar days at most from the day you hand the product over. In the cases provided by law — for example, if the product cannot be repaired or replaced — we refund your money.
Our service centre: Nemo (Altos Plus SRL), Chișinău, 53 Valea Dicescu St., office 1 · 0 (69) 229 229 · Mon–Fri 9:00–18:00.
What the warranty does not cover
Normal wear and tear (including the gradual loss of battery capacity or screen brightness over time), knocks, burns or contact with liquids that happened during use, use for purposes other than those intended, and defects caused by repairs made by unauthorised persons. If such a mark is in fact the result of a manufacturing defect (for example, a battery that overheated on its own), the warranty applies.
If you do not agree with our inspection
If our inspection finds a cause that is not related to the manufacturer (a knock, contact with liquids etc.), we tell you in writing about the refusal and the reason.
You do not agree? Tell us — by phone or in writing. In that case we must prove our conclusion, through an independent technical expert examination:
- it is carried out by an authorised institution, not by us;
- within 14 calendar days of your complaint at most, we tell you in writing who carries out the examination and that we have submitted the request;
- you can attend in person and you receive a copy of the report;
- we tell you in advance how much the examination costs.
Who pays for the examination:
- the examination proves us right — we may ask you to compensate us for its cost;
- the examination proves you right — the cost is ours and we resolve your request.