Products sold through ZEN Mobile may be covered by two different types of warranty protection:
1. STATUTORY LEGAL GUARANTEE – 24 months
Consumers purchasing new products from ZEN Mobile benefit from the statutory legal guarantee of conformity provided by applicable consumer law.
For consumer purchases within the European Union, new goods are generally covered by statutory defect rights for at least 24 months from the date of delivery.
This legal guarantee is provided by ZEN Mobile / mobile emotion GmbH as the seller and applies independently of any separate manufacturer warranty.
If a product is defective, does not function as agreed, or otherwise does not conform to the sales contract, the customer may be entitled to the remedies provided by applicable law, including repair, replacement, price reduction or refund, depending on the circumstances and the applicable legal requirements.
Customers wishing to make a warranty claim should contact:
ZEN Mobile will provide the customer with the appropriate instructions for inspection, return, repair or service of the product.
2. MANUFACTURER WARRANTY – depending on the manufacturer and product
Certain products may additionally benefit from a commercial warranty provided directly by the manufacturer.
The duration and conditions of a manufacturer warranty vary depending on the manufacturer, product, model, country and applicable manufacturer warranty programme.
A manufacturer warranty may, for example, be valid for 12 months, 24 months or another period specified by the manufacturer.
Where a valid manufacturer warranty is available, the customer may be able to obtain service directly from an authorised manufacturer service centre.
Customers should retain their original ZEN Mobile invoice or proof of purchase, as this may be required by the manufacturer or authorised service centre.
Where appropriate, ZEN Mobile may direct the customer to an authorised manufacturer service centre for diagnosis or repair.
If an authorised manufacturer service centre refuses to process a claim under the manufacturer’s commercial warranty, this does not automatically affect the customer’s statutory legal rights against ZEN Mobile as the seller.
The manufacturer’s warranty is separate from and does not replace or reduce mandatory statutory consumer rights.
SERVICE AFTER PURCHASE
For all warranty and after-sales service inquiries, please contact:
Please include:
- your full name;
- order number;
- product model;
- IMEI or serial number, where applicable;
- detailed description of the problem;
- photographs or video where relevant;
- any error messages displayed by the device.
ZEN Mobile will review the information provided and issue further instructions.
Depending on the product, manufacturer, type of defect and customer’s country, ZEN Mobile may:
- direct the customer to an authorised manufacturer service centre;
- designate another qualified service centre;
- request that the product be returned to ZEN Mobile or another designated service location;
- request additional diagnostic information before authorising a return.
Customers must not send products to the registered office of mobile emotion GmbH unless ZEN Mobile has specifically instructed them to do so.
The appropriate service or return address may differ depending on the product, manufacturer and nature of the claim.
WARRANTY DOES NOT COVER
To the extent permitted by applicable law, warranty protection does not cover defects or damage caused after delivery by circumstances for which ZEN Mobile is not responsible.
This may include:
- damage caused by improper, negligent or inappropriate use of the product;
- failure to follow the manufacturer’s instructions for use, maintenance or storage;
- mechanical damage, including cracked displays, impact damage, dents, bending or crushing;
- accidental damage;
- damage caused by fire, excessive heat, freezing or other external influences;
- damage caused by natural disasters or force majeure;
- liquid or water damage where such exposure exceeds the manufacturer’s stated specifications;
- damage caused by submersion in salt water, chlorinated water or other liquids where not expressly covered by the manufacturer’s specifications;
- corrosion or oxidation caused by liquid exposure;
- damage resulting from unauthorised repair, opening, modification or intervention;
- repairs carried out by unauthorised or unqualified service providers where such intervention caused the defect;
- damage caused by improper installation or assembly;
- damage caused by incompatible, defective or inappropriate third-party accessories where such accessories caused the defect;
- damage caused by non-professional assembly;
- rooting, jailbreaking, bootloader modification or unauthorised firmware modification where such modification caused or contributed to the defect;
- physical alteration or removal of the serial number, IMEI number or manufacturer identification labels;
- ordinary cosmetic wear resulting from normal use;
- normal deterioration of consumable components, including normal battery capacity degradation, unless such deterioration constitutes a defect under applicable law;
- loss or theft of the product;
- damage that was expressly disclosed to and accepted by the customer before conclusion of the sales contract.
Accessories such as chargers, cables, headphones and other included components may be subject to their own applicable statutory rights and manufacturer warranty conditions.
Nothing in this section excludes or limits a customer’s mandatory statutory rights where the reported problem constitutes a legally recognised defect for which ZEN Mobile is responsible.
MANUFACTURER WARRANTY CLAIMS
Where a product is covered by a manufacturer’s commercial warranty, the manufacturer or its authorised service centre may determine whether the reported issue falls within the manufacturer’s warranty conditions.
ZEN Mobile cannot require a manufacturer to provide coverage outside the terms of that manufacturer’s voluntary commercial warranty.
However, rejection of a manufacturer’s commercial warranty claim does not by itself determine whether the customer has a separate statutory claim against ZEN Mobile.
Where the manufacturer or authorised service centre determines that a defect is not covered because it was caused by accidental damage, liquid damage, misuse, unauthorised repair or another excluded circumstance, a paid repair may be offered.
Any paid repair is subject to the relevant service provider’s terms and must not be performed at the customer’s expense without the customer’s agreement.
Diagnostic, administrative or return transportation costs may apply where permitted by law and where the customer has been informed of such costs.
STATUTORY WARRANTY CLAIMS THROUGH ZEN MOBILE
Where a customer’s claim is made under their statutory rights against ZEN Mobile rather than solely under a manufacturer’s commercial warranty, the customer should contact:
ZEN Mobile may require the product to be inspected in order to determine:
- the reported defect;
- the condition of the product;
- whether the product corresponds to the device originally sold;
- whether the defect is covered by applicable statutory rights;
- whether damage resulted from external influence, misuse or unauthorised modification.
Depending on the circumstances and applicable law, an appropriate remedy may include:
- Repair – the product is repaired through an authorised or qualified service provider;
- Replacement – the defective product is replaced with the same or an equivalent product where legally appropriate;
- Price Reduction – the purchase price is appropriately reduced where the legal requirements are met;
- Refund – the purchase price is refunded where the requirements for termination or refund under applicable law are satisfied.
The appropriate remedy will be determined in accordance with applicable law and the individual circumstances of the warranty claim.
ZEN Mobile does not exclude any remedy that the customer is mandatorily entitled to under applicable consumer law.
GENERAL RECLAMATION PROCEDURE
A customer wishing to report a defective product should contact ZEN Mobile in writing at:
The customer should provide an accurate and sufficiently detailed description of the reported defect.
The warranty request should include, where applicable:
- full name;
- order number;
- current contact address;
- email address;
- product model;
- IMEI or serial number;
- description of the defect;
- photographs or video demonstrating the issue where reasonably possible.
ZEN Mobile may request additional information or reasonable troubleshooting steps before requiring the product to be returned.
If the product received by the service centre is materially different from the product or condition described in the warranty request, ZEN Mobile may require additional investigation before processing the claim.
Deliberately false or materially inaccurate information may result in rejection of a claim where legally justified.
ZEN Mobile is not responsible for delays or failed redelivery caused by incorrect contact or delivery information supplied by the customer.
DOCUMENTS AND ACCESSORIES
Where reasonably required for processing a warranty claim, the customer may be requested to return the product together with:
- relevant proof of purchase;
- requested accessories;
- components necessary to reproduce or diagnose the defect;
- other documentation reasonably necessary for the claim.
Customers should not send unrelated accessories or personal items unless specifically requested by ZEN Mobile.
A warranty procedure may be delayed where information or components reasonably necessary to diagnose the reported defect have not been provided.
Failure to provide optional packaging or accessories that are unrelated to the reported defect does not automatically invalidate mandatory statutory warranty rights.
PASSWORDS, ACTIVATION LOCKS AND USER ACCOUNTS
Before sending a device for service, the customer must, where reasonably possible, remove all security restrictions that would prevent inspection, diagnosis, repair or factory reset.
This includes:
- PIN codes;
- passwords;
- Apple ID and iCloud activation locks;
- Find My iPhone / Find My;
- Google account locks;
- Google Factory Reset Protection;
- Samsung account locks;
- Xiaomi accounts;
- Huawei IDs;
- other manufacturer or security accounts.
Where an account or activation lock prevents examination or repair of the device, processing of the warranty claim may be suspended until the customer removes the restriction.
The customer may be asked to remove the device remotely from the relevant account.
Customers should not send account passwords to ZEN Mobile unless specifically required and an appropriate secure procedure has been provided.
CUSTOMER DATA AND BACKUPS
Before submitting any device for inspection, repair or replacement, the customer is responsible for creating a complete backup of all important information.
Inspection, diagnosis, repair or replacement may require the device to be:
- factory reset;
- reformatted;
- restored;
- updated;
- replaced.
This may result in permanent deletion of information stored on the product.
Customers should therefore back up and, where appropriate, remove:
- photographs;
- videos;
- documents;
- messages;
- contacts;
- applications;
- authentication information;
- payment information;
- SIM cards;
- memory cards;
- eSIM profiles;
- other personal information.
Except where liability cannot legally be excluded, ZEN Mobile and the relevant service provider are not responsible for loss of data resulting from ordinary diagnosis, repair, reset or replacement of a product submitted for warranty service.
SHIPPING FOR WARRANTY SERVICE
Customers must contact ZEN Mobile before shipping a product for warranty service.
ZEN Mobile will provide the appropriate shipping instructions and service destination.
Products sent without prior instructions may be delayed or delivered to an incorrect location.
Where the defect is covered by mandatory statutory warranty rights and applicable law requires the seller to bear the necessary transportation costs, ZEN Mobile will bear or reimburse reasonable standard shipping costs in accordance with applicable law.
For claims made solely under a manufacturer’s separate commercial warranty, shipping conditions may depend on the manufacturer’s warranty terms and the relevant authorised service centre.
Customers should not purchase premium, express or unusually expensive shipping services at ZEN Mobile’s expense without prior authorisation unless reasonably necessary in the circumstances.
The customer should retain proof of shipment and tracking information until the warranty procedure has been completed.
SERVICE DEADLINES
Where ZEN Mobile provides return or service instructions, customers should send the product within the reasonable period specified in those instructions.
If the customer does not send the product within that period, ZEN Mobile may close the individual service request and require a new service request to be opened.
Expiration or closure of an internal service request does not eliminate mandatory statutory warranty rights that remain valid under applicable law.
CONTACT
For all warranty, defect and after-sales service inquiries, contact:
ZEN Mobile
operated by mobile emotion GmbH
Gewerbepark Allgäuerland
Ahegg 22
88239 Wangen im Allgäu
Germany
Website: https://zenmobile.eu/
Email: info@zenmobile.eu