eir Business returns and repairs policy

Direct sales – Returns Policy

Less than 28 days – device is faulty (excluding iPhone).
If you find that your phone or broadband device is not working properly within 28 days of it being dispatched to you please contact our customer care team to request a returns envelope. Exchanges of faulty phones (excluding iPhones) will be provided within 28 days of the purchase date where the fault can be verified by our mobile phone distributor. All returns should be accompanied with a valid receipt, all packaging the phone came in, any associated accessories and the phone manual. Your manufacturer’s warranty will be deemed void should the phone be physically damaged (including moisture damaged). Please read the manufacturer’s manual for details of warranty T&C’s.

You are solely responsible for returning your phone/broadband device and all associated items received with your purchase in the returns pack we have provided. eir is not liable or responsible for any loss or delay caused through the postal system and would advise you that it is your responsibility should you wish to apply tracking or insurance to the package.

Please note that we require the return of the phone/broadband device and all associated items and a valid proof of purchase within 10 working days from the date of submitting your valid returns request. Should you fail to make a valid returns request (i.e. not within the specified period from the time of purchase), fail to return the relevant phone/broadband device, fail to return all associated items, or do not return same within the specified time above, you acknowledge and note that eir Mobile will not be bound or obliged to accept your return.

iPhones
iPhones come with a one year manufacturer’s warranty for hardware repair and up to 2 years of technical support from the date of purchase. Visit www.apple.com/ie/support for technical support on your iPhone or call the Apple support line on 1850 946 191. Please contact our care team and our staff will help troubleshoot your issue or send it for repair. You can also use the Apple Online Assistant to send your iPhone for repair.

Over 28 days – device is faulty.
If your device develops a fault after 28 days from the date of purchase, please contact our care team requesting a manufacturer’s warranty repair service. Our customer care team will organise a courier to collect your faulty handset and arrange the repair.

Important information when returning your phone / broadband device for repair:
• We recommend you place your faulty handset in a padded envelope for protection
• Remove your SIM Card and store it in a safe place, as this is not needed for the repair process.
• Remove your Memory Card (if any)

• Make sure to include your name, address, a contact phone number and a description of the fault.
• Please keep a note of the IMEI number of your phone, this is the 15 digit number displayed on the back of your phone. You can also retrieve this number by dialing * # 06 #.
• Transfer and / or delete from your phone memory any images, messages, downloaded materials or numbers, personal to you, as they may be lost during repair.

eir will use reasonable efforts to maintain the security of such information, but you acknowledge that eir is not liable or responsible for any inadvertent loss or damage to (or to any other materials notified above not to be included as part of the repairs process), or any caused through the necessary repairs process (which may include deletion of information). It is your responsibility to remove and save in advance of sending your phone / broadband for repair.

If your phone is under manufacturer warranty, this service is free, but please be aware that the warranty will not cover customer misuse or any liquid damage. Further details of the manufacturer’s warranty will be in your manufacturer guide. eir acts only as a pass-through agent for the purposes of processing any warranty claims.

If your phone / broadband stick is no longer under warranty, our repair centre or ourselves, will call you and inform you of the cost of repair before working on it.

Store Purchases – Returns Policy

Less than 28 days – Device is faulty (excluding iPhone).
The following shall apply to eir business sales that have been carried out in stores only. All other direct sales should follow the direct sales returns policy

If you find that your phone or broadband device is not working properly within 28 days of purchasing it in store please return to the store where you purchased the device to request an exchange. You must return to the store that sold the products to you. Stores can carry out exchanges of faulty phones where the fault can be verified in store (excluding iPhones) within 28 days of the purchase date. All returns should be accompanied with a valid receipt, all packaging the phone came in, any associated accessories and the phone manual. If necessary, phones may be returned to a technician appointed by the manufacturer so that the fault can be verified before any exchange is provided. Your manufacturer’s warranty will be deemed void should the phone be either physically damaged (including moisture damage). Please read the manufacturer’s manual for details of warranty T&C’s.

iPhones.
iPhones come with a one year manufacturer’s warranty for hardware repair and up to 2 years of technical support from the date of purchase. Please visit www.apple.com/ie/support for technical support on your iPhone or call the Apple support line 1850 946 191 Please visit the retail store where you purchased your handset or contact our customer care team with your proof of purchase and our staff will help troubleshoot your issue or send it for repair. You can also use the Apple Online Assistant to send your iPhone for repair.

Over 28 days – device is faulty.
If your device develops a fault after 28 days from the date of purchase, please return to the store you purchased your device or contact our care team requesting a manufacturer’s warranty repair service. The store will organise the repair or our customer care team will organise a courier to collect your faulty handset and arrange the repair.

Important information when returning your phone / broadband device for repair:
• We recommend you place your faulty handset in a padded envelope for protection
• Remove your SIM Card and store it in a safe place, as this is not needed for the repair process.

• Remove your Memory Card (if any).
• Make sure to include your name, address, a contact phone number and a description of the fault.
• Please keep a note of the IMEI number of your phone, this is the 15 digit number displayed on the back of your phone. You can also retrieve this number by dialing * # 06 #.
• Transfer and / or delete from your phone memory any images, messages, downloaded materials or numbers, personal to you, as they may be lost during repair.

eir will use reasonable efforts to maintain the security of such information, but you acknowledge that eir is not liable or responsible for any inadvertent loss or damage to (or to any other materials notified above not to be included as part of the repairs process), or any caused through the necessary repairs process (which may include deletion of information). It is your responsibility to remove and save in advance of sending your phone / broadband for repair.

If your phone is under manufacturer warranty, this service is free, but please be aware that the warranty will not cover customer misuse or any liquid damage. Further details of the manufacturer’s warranty will be in your manufacturer guide. eir acts only as a pass-through agent for the purposes of processing any warranty claims.

If your phone / broadband stick is no longer under warranty, our repair centre or ourselves, will call you and inform you of the cost of repair before working on it.
Walk-in repair service & Repair service by post

Walk-in repair service.
We also offer a walk in repair service for both direct sales and store sales through our repair agent Fónfix (based in Dublin.)
The Fónfix repair centre is located at:
Fónfix,
1 Sandyford Park
Sandyford Industrial Estate

Sandyford
Dublin 18
Fónfix website

** Please note Fonfix charge a non-refundable handling charge of 15 euro for their walk-in repair service

Repair by Post.
You can also post your broken phone or broadband device to:
Fónfix,
1 Sandyford Park
Sandyford Industrial Estate
Sandyford
Dublin 18

We recommend you send by registered post for tracking purposes, using a padded envelope for protection. eir is not liable or responsible for any loss or delay caused through the postal system and would advise you that it is your responsibility should you wish to apply tracking or insurance to the package.

Important information when returning your phone / broadband device for repair:
• Remove your SIM Card and store it in a safe place, as this is not needed for the repair process.
• Remove your Memory Card (if any).
• Make sure to include your name, address, a contact phone number and a description of the fault.

• Please keep a note of the IMEI number of your phone, this is the 15 digit number displayed on the back of your phone. You can also retrieve this number by dialing * # 06 #.
• Transfer and / or delete from your phone memory any images, messages, downloaded materials or numbers, personal to you, as they may be lost during repair.

eir will use reasonable efforts to maintain the security of such information, but you acknowledge that eir is not liable or responsible for any inadvertent loss or damage to (or to any other materials notified above not to be included as part of the repairs process), or any caused through the necessary repairs process (which may include deletion of information). It is your responsibility to remove and save in advance of sending your phone / broadband for repair.

If your phone is under manufacturer warranty, this service is free, but please be aware that the warranty will not cover customer misuse or any liquid damage. Further details of the manufacturer’s warranty will be in your manufacturer guide. eir acts only as a pass-through agent for the purposes of processing any warranty claims.

If your phone / broadband stick is no longer under warranty, our repair centre or ourselves, will call you and inform you of the cost of repair before working on it.