After-sales policy
Know what is covered before you request support.
Check which renewed-phone faults are covered by warranty, which repairs need approval, and which issues are chargeable before a device is sent for service.
Warranty coverage: device faults, modules, and software
Use this table when the phone fault is functional and not caused by impact, liquid, tampering, or misuse.
| Category | Covered within warranty | Standard action | Approval rule |
|---|---|---|---|
| Power / boot | No power, boot loop, random shutdown, failure to boot into stock OS, when not caused by impact, liquid, or tampering. | Diagnose and replace battery, charging sub-board, power flex, or other approved module. | Board-level repair requires approval. |
| Display / touch | Blank display, lines, dead zones, severe flicker, ghost touch, or touch failure without cracked glass or frame impact. | Replace display assembly and reseal. | Use model price list; high-cost screens need approval. |
| Battery | Swelling, fast drain, unexpected shutdown, or health below the agreed threshold. | Replace battery and run charge/discharge check. | Auto if within approved price list. |
| Charging / USB | No charge, intermittent charging, slow charging, or failed data connection not caused by charger misuse. | Clean port, replace port flex, or daughterboard. | Auto if within approved price list. |
| Camera / audio / sensors | Camera not working or failing to focus, earpiece, speaker, or microphone faults, vibrator or sensor faults, and fingerprint recognition issues when supported. | Replace the affected module or flex board. | Paired biometric parts require approval. |
| Connectivity | Hardware-related Wi-Fi, Bluetooth, GSM, antenna, or GPS faults. | Diagnose antenna, sub-board, and related modules. | Baseband or motherboard work requires approval. |
| Software | Factory reset, approved firmware cleanup, operating-system recovery, or post-repair software alignment. | Use only approved stock images and record the software build version. | Data wipe requires approval. |
Excluded or chargeable items
Use this table to separate standard warranty support from damage, misuse, disclosed defects, and account-related restrictions.
| Excluded item | Description | Handling |
|---|---|---|
| Physical damage | Cracked glass, broken back cover, bent frame, dented housing, or damage caused by drop, pressure, heat, or improper handling. | Chargeable / out of warranty |
| Liquid ingress | Any water damage, corrosion, moisture mark, or residue inside the device. | Stop, report, and quote separately |
| Cosmetic wear | Scratches, paint wear, yellowing, minor frame marks, adhesive marks, or other appearance-only issues that do not affect function. | Not covered |
| Unauthorised modification | Prior non-approved repair, missing screws, altered internals, serial tampering, or IMEI mismatch. | Stop and report immediately |
| User software issues | Malware, unofficial ROM, root, bootloader unlock side effects, unsupported apps, or user-initiated system changes. | Chargeable / approval required |
| Account / lock issues | Carrier lock, Google account lock, screen lock, or ownership verification issues. | Only handle under separate written approval and proof of ownership |
| Accessories and consumables | Boxes, manuals, cables, chargers, earphones, screen protectors, and cases unless specifically included in the sale. | Not covered unless separately agreed |
| Original water resistance | Refurbished or opened devices are not guaranteed to retain original IP or waterproof rating after repair. | Must be disclosed; not covered |
| Data loss | Repair partner is not responsible for customer data retention unless a separate data service is agreed in writing. | Back up warning required |
| Disclosed defects | Any defect already disclosed in the sale listing or sold on an as-is basis. | Not covered |
Service address
Visit the after-sales support point.
Use this address when support confirms that a device should be checked in person or handed in for review.
Selected support point
Lagos
12 Amore Street (Street Beside St Leo's Catholic Church), Off Toyin Street, Computer Village, Ikeja, Lagos, Nigeria.
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After-sales request
Tell us what happened.
After checking the warranty tables above, send your order number, contact details, issue category, and a short fault description. If the purchase channel is Jumia, you must also upload a screenshot of the Jumia purchase record. Support will review the case and confirm the next step.
Add clear fault photos or a short video if the issue is visible.
Upload issue photos or a short video of the device, affected area, or screen message so we can understand the fault before arranging support.