Warranty and Service at JustBuy

All products come with an official warranty. Here you’ll find how the service works, what the warranty covers, and how to request it.

Product Exchange and Return

Carried out in accordance with Article 9 of the Law of Ukraine 'On Consumer Protection' within 14 days from the date of purchase, provided that: ✔️ the product is new, i.e., has not been used and shows no signs of use; ✔️ has no scratches, scuffs, etc.; ✔️ the software has not been modified; ✔️ the phone’s call timer does not exceed 5 minutes, the laptop’s battery does not exceed 3 charge cycles; ✔️ preserved: full set, labels, integrity and all packaging components, factory marking. Products that are activated/with signs of use/defects are accepted only upon agreement and with an assessment depending on the product’s condition and completeness. During the sale of new arrivals (a product recently released on the market), exchange/return within 14 days of an unactivated product of proper quality is possible only at the price indicated on the website at the time of return. You can exchange or return a product in our store. For return or exchange, you need to have: ✔️ passport ✔️ warranty card ✔️ receipt ✔️ product with full set, labels, all packaging components. Exchange and return are carried out after the store checks the above conditions and product use. In some cases, it may take several days to verify the product and prepare the refund. If you are in another city, you need to send the product via Nova Poshta.

JustBuy Online Store Warranty

We guarantee that the product purchased from us is functional and free from mechanical damage at the time of sale. Products in our store come with a warranty period from 1 to 36 months depending on the item. The warranty period can be selected on the product page on our website. The JustBuy warranty card confirms warranty obligations (if it is lost — no problem, we will check the remaining warranty by serial number). Apple and other brand products also come with the manufacturer’s warranty (repair or replacement outside Ukraine).

The warranty for sold products provides free repair during the warranty period indicated in our warranty card, or replacement with a similar product if repair is not possible.

Diagnostics take from 1 to 14 days depending on the complexity of defect detection. After detecting a defect, the product is sent to the manufacturer’s official service center in Ukraine or abroad, depending on the brand. The return time to the client from the moment of defect detection is from 3 to 8 weeks depending on the problem’s complexity and logistics. We value your time and are not interested in delays in warranty service — usually it takes 3–4 weeks.

The product is checked for defects and completeness upon delivery to the buyer (completeness is determined by the product description or user manual). We cannot guarantee resolution in your favor if the product was not checked upon receipt.

Warranty Terms

  • The warranty period is calculated from the date of purchase indicated on the receipt/card.
  • Service is performed by the brand’s authorized service centers.
  • Diagnostics and repair are carried out within a reasonable time — we keep you updated.
  • The warranty does not cover damage due to misuse, mechanical damage, moisture, or tampering.
  • Software malfunctions related to viruses or unofficial software are not covered by the warranty.

How to Claim Warranty

  1. Contact support: 080 033 49 82 or [email protected] — describe the problem and provide your order number.
  2. Prepare documents: receipt/invoice and warranty card.
  3. Submit the product for diagnostics: at the JustBuy store, via Nova Poshta, or directly to an authorized service center (by agreement).
  4. Wait for diagnostics and further actions: warranty repair or replacement as decided by the service center.
  • loss of the warranty card, presence of entries or corrections not made by the Seller;
  • mismatch of serial numbers of components with those indicated in the warranty card (if applicable);
  • presence of mechanical damage (dents, chips, deep scratches, cracks, signs of impact, bends, broken parts);
  • products with erased markings, illegible serial numbers;
  • signs of repair by unauthorized persons (block opening, soldering marks, mechanical damage on screws, tampering with seals, replacement of parts, etc.);
  • damage caused by accidents, fire, moisture, aggressive chemicals, third-party actions or force majeure;
  • signs of burning or smoke (burnt conductive elements, chips, boards, casing, etc.);
  • damage caused by foreign objects, insects, etc. inside the product;
  • malfunction caused by the use of non-original consumables;
  • failure due to the Buyer’s fault (misuse, commercial use of a household product, incorrect installation and connection, violation of operation, storage, or transportation rules stated in the manual);
  • incomplete product set, missing documentation, drivers, cables, original packaging, or damaged set;
  • operation with unlicensed, uncertified, or virus-infected software products;
  • non-compliance with State standards of power supply, telecommunication and cable networks, and other external factors (climatic and others);
  • incorrect work with software-hardware part (reprogramming Flash-Bios, etc.);
  • broken warranty seals;
  • mechanical or other damage caused by intentional or careless actions of the buyer or third parties;
  • violation of operating rules stated in the documentation;
  • unauthorized opening, repair, or replacement of internal components, modification of design or scheme;
  • incorrectly filled warranty card;
  • if the serial or IMEI number stored in the device memory has been changed, erased, or is missing.
  • natural wear or resource exhaustion;
  • accidental damage (defects caused by the client);
  • damage due to natural disasters;
  • accessory components of the sold equipment (headsets, chargers, charging cables);
  • damage caused by careless handling or use (failure to comply with temperature conditions, liquid exposure, dust, mechanical damage, foreign objects inside the casing);
  • damage caused by sudden voltage surges or drops.