FAQ

Order Status

• You can track the status of your order after logging into your account (top right) on our website, in the "Orders" section, where you will find the "Order History" section.

• We will keep you updated on the status of your order through notification emails.

Product availability

For each product we have a delivery time or a provisional stock date.

We use the following availability:

• In Stock - we have the item in stock and will deliver it to your home within 24-48 hours
• In stock (shop) - we have the goods in stock in our shop, where you can buy them directly or we will deliver them to you via eshop order within 2-4 working days.
• Expecting - we do not have the product in stock, but we have an expected stock date written next to each product.
• On Order - we do not have the product in stock and the product will start to be stocked after your order is placed. In the brackets we only indicate a provisional stock date, which is subject to change.

Product Information

Generally, if a product is out of stock, a tentative stocking date is given for each product from the time you create your order. We order products based on demand from created orders.

• Once an order has been created, a confirmation will arrive in your email containing the same stock availability that was on the site at the time of the order.
• If we are unable to stock a product within the original delivery time, you are notified by an additional notification email with a new stock date.
• When the supplier confirms the stock date to us, you are likewise informed by a notification email with a provisional stock date for the product.

The order can be modified or cancelled as long as it is not in the billing/shipment process. This means that if you receive an email notifying you that your order is being processed for billing, not
​We take a closer look at delivery times here.

If you have any questions, please do not hesitate to contact us via chat, which can be found on the right below, or via the contact form on our website.

How can I cancel my order?

If you are no longer interested in your order, you can cancel it yourself. There are several ways to do this:

• By clicking on the "Cancel order" button, which you will find in the first notification email confirming your order.
• By logging into your profile in your order history and then clicking on the "Cancel order" button for the specific order.
• By contacting us via:
  • Chat on our website
  • Contact form
  • Email at info@fixshop.eu
  • Response to our notification email

Please remember to always include the number of the order you wish to cancel.

You have requested to cancel your order. What is our procedure?

• We cancel orders within 24 hours on business days.
• We refund payments using the original payment method, i.e.:
  • Online payment: If you paid by card (VISA, Mastercard, Paypal), the payment will be refunded directly to that card. The speed of the refund depends on your bank and card issuer. Typically, it takes up to approximately 5 business days. The bank may not notify you of this situation, as it will only cancel the reservation of the amount.
  • Bank transfer: If you paid by bank transfer, please provide us with your IBAN after receiving our email notification. The payment will then be refunded to you by bank transfer within 5-7 business days.

If you have any questions, feel free to contact us via the chat located in the bottom right corner of our website or through the contact form.

📦 Lost or untraceable shipment

We have processed and shipped your order. We have sent you the invoice and tracking number by email, but you still haven't received your shipment?

If your shipment is delayed, cannot be located using the tracking number, or has been with the carrier for several days without movement, don't despair – we are here to help.

First, we recommend checking:

• whether the correct email address and phone number were entered in the order (for notifications from the carrier). You can check this information in your profile in your order history,
• whether you have received a tracking number – you will find it in the shipping confirmation email along with the invoice,
• the status of your shipment directly via the tracking link on the carrier's website.

🛠 How to resolve the situation

• Contact the carrier responsible for delivering the shipment directly. You will find their phone number, email address, or contact form on their website.
• If the carrier is unable to resolve the situation or does not respond, contact us via chat in the lower right corner or via the contact form.
  Our team will check the status of the shipment and, if necessary, initiate the complaint process.

🎯 Notice

• Complaints regarding delivery must be filed as soon as possible. Therefore, please contact the carrier first so that they can take action without unnecessary delay.
• If the carrier is uncooperative or takes too long to respond (max. 7 business days), please contact us. Your satisfaction is our priority – we will do everything we can to ensure that you receive your goods or that the situation is resolved as quickly as possible.

⏳ Notes

• We cannot influence the speed at which the carrier resolves the situation. You can expect feedback within 7 business days.
• 😔 We are sorry, but in the case of a lost or unlocated shipment, it is not possible to automatically resend the order. We recommend that you contact us – we will suggest an alternative solution and ensure that you are satisfied with how the situation is handled.

If you have any questions, please do not hesitate to contact us via chat, which can be found on the right below, or via the contact form on our website.

⚠️ Why is testing displays before installation crucial?

When replacing smartphone displays—especially frameless LCD displays—accuracy and consistency play a crucial role. These components are extremely sensitive, and even a minor handling error can lead to immediate damage. The good news is that these situations can often be avoided with a simple and quick step: pre-installation display testing.

The pre-installation test is not just a formality – it is an important step that:

• verifies the functionality of the component
• protects the quality of the repair
• secures your rights under the warranty
• reduces the risk of conflict with the supplier

If the display shows visible signs of installation after assembly but does not function properly, it is very difficult – if not impossible – to determine whether it was defective upon delivery or damaged during assembly. In such cases, complaints (RMA) are usually rejected.

Frameless LCD displays are also extremely sensitive. Even minimal pressure, bending, or improper handling can cause permanent damage. Without prior testing, it is almost impossible to prove that the defect existed before installation.

✅ What you gain by testing before installation:

• Certainty that the part is fully functional
• The ability to detect manufacturing defects before installation
• Prevention of unnecessary expenses and rejected claims
• Proof that the problem was not caused by your handling

➡️ Spend a few extra minutes testing – it will save you time, money, and hassle.

🔍 Detailed testing procedure:

Most complaints related to the display could be prevented by a simple testing procedure. Testing instructions - frameless LCD display

Here is what you need to keep in mind when testing:

• Workplace preparation

  • Leave the protective film and labels in place during the test.

  • Always use ESD protection (antistatic wristband/mat) to prevent damage from static electricity.

• Connecting the display

  • Never bend the flex cable more than 90° - excessive bending can cause a black screen or artifacts on the display (e.g., vertical lines).

• Function testing

  • Image: check brightness, colors, backlight uniformity, pixels

  • Touch: check sensitivity across the entire surface

  • Artifacts: check for dead pixels, flickering, vertical lines

• Evaluation

  • If everything is OK, you can continue with the installation

  • If errors occur, stop the installation and contact us with the problem. Send us the product for a warranty claim. For information on how to do this, see the section on Warranty Claims and Withdrawal.

⚠️ Most common installation errors and their consequences

✅ Recommendations for trouble-free replacement

• Always test the display before installation
• Use ESD protection
• Bend flex cables to a maximum of 90°
• If you find a defect, contact us immediately – send us the product for a warranty claim. You can find information on how to do this in the Warranty Claims and Withdrawal section.

​🧩 Conclusion

Testing the display before installation is a simple but extremely important step that can save you a lot of trouble. This will ensure a quality repair, protect your warranty, and avoid unnecessary costs. Remember – prevention is always cheaper than fixing a mistake.

If you have any questions, feel free to contact us via the chat located in the bottom right corner of our website or through the contact form.

Payment Methods

In our e-shop, you can choose from the following payment options:

• Cash on Delivery – you pay the courier directly in cash or by card; some couriers also allow payment via their mobile app
• Card Payment – using VISA or MasterCard, or through popular digital wallets
  • Apple Pay
  • Google Pay
• Bank Transfer – we send a proforma invoice for payment; the order will be processed after the payment is received

More details about payment methods can be found on our website in the Payment methods section.

Bank Transfer

Once you place an order with bank transfer as the payment method, you will receive a proforma invoice via email. The invoice includes a QR code to make payment easier – just scan, check the details, and confirm the payment. This ensures you don't make mistakes.

Orders placed with bank transfer or online payment will be automatically canceled if payment is not received by our system within 5 days.

A bank transfer payment is matched to your order based on two criteria:

• the correct amount
• the correct variable symbol/reference number

If either of these is incorrect, the payment will not be matched to the order, and the order will be automatically canceled after a few days.

If you receive an email with the subject "Payment Reminder" but you have already paid, please send us your payment confirmation via the chat in the bottom right corner of our website.
Our team will check your payment – it’s possible that the amount or variable symbol was entered incorrectly. Once verified, we will contact you with further instructions. If the payment details were entered correctly, you can ignore the email — it likely means our system hasn’t processed the payment yet.

Online Payment (Card, Apple Pay, Google Pay)

After placing your order, you will be automatically redirected to a secure payment gateway to complete your payment.
If the payment fails, you can retry it later. Simply log into your account on our website, go to Order History, find the specific order, and click the "Pay purchase" button within the order details.
For security reasons, we are unable to send a manual payment link.

Card Payment – Common Reasons for Failure:

💳 1. Insufficient Funds

• There is not enough balance on the account to complete the payment.

🔒 2. Declined by Bank (Issuer Declined)

• The bank blocks the transaction for security reasons (e.g., suspected fraud).

• The card is not authorized for online transactions.

📵 3. 3D Secure Authentication Failed (e.g., SMS code or banking app)

• The customer entered the verification code incorrectly.

• The verification was not completed within the time limit.

• The customer does not have the banking app activated.

🛑 4. Card Expired or Invalid

• The payment card has expired.

• The card was canceled or reported as lost/stolen.

🌐 5. Internet Connection or Browser Issues

• The payment process was interrupted due to a lost connection or blocked pop-up window.

💼 6. Payment Gateway or E-shop Error

• Temporary outage of the payment gateway.

• Incorrect payment integration setup in the e-shop.

💲 7. Card Limit or Restrictions

• The daily/weekly payment limit has been exceeded.

• The card has restrictions set for online transactions.

If you have any questions, feel free to contact us via the chat in the bottom right corner of our website or through the contact form.

Order Shipping

• Orders placed before 1:00 PM will be processed and shipped the same business day, provided the item is in stock at our central warehouse and the order is prepaid or set for cash on delivery.
• Orders paid by bank transfer or online payment will be processed and shipped only after the payment is credited to our account.

Items in Distribution Warehouse (shipping within 2 business days)

• If the product you ordered is located in our distribution warehouse, it needs to be transferred to our central warehouse. Both warehouses are located in the same city, so the transfer takes a maximum of 24 hours. Therefore, orders that include products from the distribution warehouse are shipped within 24–48 hours. Transfers occur only on business days.
• On our website, products from the distribution warehouse are marked In Stock with a note: "Ships within 2 business days."

Order Delivery

• If you chose courier delivery, your order will be delivered via the courier selected during checkout. In case of technical issues with the selected courier, we reserve the right to change the carrier to ensure the fastest possible delivery.
• You can find the list of carriers on our website in the Shipping section.
• Once the shipment is handed over to the courier service, the delivery time depends on the specific carrier. We cannot influence this, but in most cases, the order is delivered by the 3-5 business day. If delivery seems delayed, feel free to contact us via chat.

Made-to-Order Products

• If you ordered a made-to-order item, please wait for an email with the estimated restock date.
  More information about delivery times can be found on our website in the Shipping & Stock Status section.

If you have any questions, don’t hesitate to contact us via the chat in the bottom right corner of our website or through the contact form.

Important notice

Please check the goods immediately after receipt, preferably directly before the courier. If you have received a damaged product, you must also write a damage report with the courier and also report the situation to us within 12 hours of receiving the parcel. If the damage is not reported within 12 hours, the subsequent claim will be automatically rejected.

You can report the situation via chat, which can be found on the bottom right, or by email to info@fixshop.eu. Be sure to include photos in your message to help us resolve the situation faster. Once you have reported the damage, you will be contacted by the relevant department with information on how to proceed.

Submitting a claim via

Online claim

• Easy to submit directly via the web (you must have a registered account with us)
• All instructions for submitting a claim will be sent directly to your email
• The status of the claim can be tracked online

Follow the steps below to submit your claim:

• Create a claim online in your account. Instructions on how to do this can be found on our website How to make a claim
• Prepare the goods for dispatch.

Please include:

• The claim number, which will appear in the header after you send it, for example: claim #2400079
• Without the claim number, the shipment cannot be identified and the claim cannot be processed
• Warranty Card - If you are claiming refurbished equipment, a warranty card is required. Without it, the claim will not be accepted
• Product

Ways to send your parcel to us

• All address you can find in table at our website Claim
  The necessary information for this service can also be found in our blog

• To our address by post or courier
  iFix Ltd.
  Námestie hraničiarov 6/A
  851 03 Bratislava, Slovakia

  Please do not send the parcel by cash on delivery, it will not be accepted by us.

• Free of charge via DPD
  You can create a return label on the DPD website.
  Then you hand over the parcel via a DPD collection point or DPD Box according to the instructions.
  You can also find the necessary information on this service in our blog

Important information

• If the product contains protective gluten, do not cut it.
• Ask the carrier for a tracking number or proof of shipment when you submit your shipment. This confirmation is used to track the shipment and will also help in the event of delivery problems.
• We will keep you informed of the current status of your claim by email notification, or if you are making an online claim you can track the status on our website.

Time limit for processing a complaint

• Statutory time limit: 30 days
• Our average time to process a claim: 10 working days (*may vary at certain times of the year)

If you have any questions, feel free to contact us via the chat located in the bottom right corner or through the contact form on our website.

Important notice

Check the goods immediately after receipt, preferably directly in front of the courier. If you have received a damaged product, you must also write a damage report with the courier and also report the situation to us within 12 hours of receiving the shipment. If the damage is not reported within 12 hours, the subsequent claim will be automatically rejected.

You can report the situation via the chat, which you can find at the bottom right or by email to info@fixshop.eu. Don't forget to attach photos to the message, which will help us resolve the situation faster. After you report the damage, the relevant department will contact you with information about the next steps.

​Manual claim submission

Suitable for filing if you are claiming multiple products at once, it is processed via paper forms.

​Please follow these steps:

• Download and fill out the Claim Form, which can be found in the Claims section
• Prepare your shipment

Please include the following with your shipment:

• Completed claim form – Without the form, we cannot identify the shipment and process the claim. Please include all important information, such as the order number, the product being claimed, the reason for the claim, and the requested resolution method.
• Warranty certificate – If you are claiming a refurbished device, the warranty certificate is mandatory. The claim will not be accepted without it.

Ways to send the package back to us:

• To our address
  iFix s.r.o.
  Námestie hraničiarov 6/A
  851 03 Bratislava
  Slovak republic

• Or you can send package via Packeta, depending on where you're shipping from. You can find a table with exact addresses in section Claims

• Free of charge via DPD
  You create a return label on the DPD website. Then you hand over the shipment via a DPD collection point or DPD Box according to the instructions.
  You can also find the necessary information about this service in our blog

​Important information

• If the product contains protective stickers, do not remove them.
• When submitting the shipment, ask the carrier for a tracking number or shipping confirmation. This confirmation is used to track the shipment and will also help in case of problems with the delivery of the shipment.
• We will inform you about the current status of the complaint by e-mail notification, in the case of an online complaint, you can track the status on our website.

Claim processing time

• Statutory deadline: 30 days
• Our average claim processing time: 10 business days (*may vary during certain seasons)

If you have any questions, feel free to contact us via the chat located in the bottom right corner of our website or through the contact form.

Warning

Check the goods immediately after receipt, preferably directly in front of the courier. If you have received a damaged product, you must also write a damage report and report it to us within 12 hours of receiving the shipment. If the damage is not reported within 12 hours, the subsequent complaint will automatically be rejected. You can report the situation via the chat, which you can find at the bottom right or by email to info@fixshop.eu.

Reporting a damaged shipment

Please send us the following:

• A photo of the delivery note so that we can track your order in the system using the variable symbol.
• A detailed photo of the damaged goods.
• A photo of our label that was stuck on the packaging of the goods – this helps us to identify the shipment faster.
• A complete photo of the packaging material – we will need:
  • Photos of the box from all sides. If the box is dented or otherwise visually damaged, please also provide detailed photos of these areas.
  • Everything that was in the package – padding, packaging material, bubble wrap, etc.

We will then pass these documents on to the shipping company. The photos are essential for the correct processing of the damaged goods claim.

What to watch out for with photos

• the photos are not blurry, dark or poorly taken,
• the photos show the entire damaged item, not just the damaged area,
• the photos do not contain any cut or trimmed parts.

Based on your photos, we will send a complaint to the shipping company, who will investigate the situation further. After receiving their response (usually 2-5 business days from the date of the complaint), we will contact you to propose a solution.

Photos of the damaged shipment are important

If you are unable to provide photos or video evidence, we will not be able to process your claim further.

If you do not report the damage to us at all, a later claim or withdrawal from the contract may be rejected. Therefore, please also report suspected damage, even if it seems minor to you.

Another order in the package

Unfortunately, sometimes labels on shipments can be mixed up by us or the shipping company. If you have received an order intended for another customer, please inform us as soon as possible via the chat, which can be found at the bottom right of our website.

Please send us:

• a photo of the goods that were delivered to you
• a photo of the delivery note that was in the package

We will then contact you and try to resolve the situation as quickly as possible.

If you have any questions, feel free to contact us via the chat located in the bottom right corner of our website or through the contact form.

Refund Policy

• Is the same defect on the same device claimed 3 times
• 4x different defects are claimed on the same device
• A replacement part is not available and we are forced to cancel the order/service
• Withdrawal from the contract

When will you refund my money?

We will send the money for the goods to your bank account as soon as possible, at the latest within 14 days of cancellation of the purchase contract. However, not before the returned goods have been delivered to the shop or back to our complaints department (or if you can prove that the returned goods have already been sent to us). In this case, the costs of returning the goods are borne by the buyer.

Claims Policy

• For a spare part that you have fitted to the device yourself, iFix Ltd reserves the right to refuse your claim.
• If the claims technician assesses that you have been supplied with a defective part that has not been mechanically damaged by your own installation, you have the right to make a claim.
• If you are unable to remove the replacement part from the equipment, you have the right to send the entire equipment in for claim. In this case, you will be charged a fee of 20€ or more for removing the spare part from the equipment. However, we reserve the right to refuse to dismantle the part for you.
• If the claim is accepted and we do not have the spare part in stock, you will be notified by email that the claimed spare part is in a "part pending" status.
• In the event of unavailability of the part, you will be contacted by the Complaints Department, who will inform you of the delivery time of the part or offer you the option of a refund for the product complained about.

If you have any questions, feel free to contact us via the chat located in the bottom right corner of our website or through the contact form.