This Refund Policy sets out when and how Qentroxa provides refunds or remedies for hardware repair services. We aim to be straightforward and fair in how we handle dissatisfied clients and service disputes.
All components supplied and installed by Qentroxa carry a 90-day warranty against manufacturing defects from the date of installation. If a supplied part fails within this period due to a defect, Qentroxa will replace the part at no additional cost to you. This warranty covers the component itself and does not extend to labour charges for the original installation.
Labour performed by Qentroxa is covered for 30 days from the date of service. If a problem directly related to our repair work recurs within this period, we will investigate and, where the recurrence is attributable to our work, carry out the necessary remediation without charging additional labour.
Diagnostic fees are charged for the time and testing involved in assessing a device, regardless of the outcome. A diagnostic fee is generally not refunded once the diagnostic process is complete. Where we charged a diagnostic fee and you proceed with the recommended repair, the diagnostic fee is typically deducted from the total repair cost. This will be confirmed in the repair proposal.
If we are unable to complete a repair for technical reasons (for example, a required part is unavailable or the fault is beyond our scope), you will not be charged for labour beyond any applicable diagnostic fee. We will explain what we found and why the repair cannot proceed, and return the device to you in the condition it was received.
If you wish to cancel a service before repair work has started, you may do so without charge. If you cancel after diagnostic work has begun but before repair work starts, the applicable diagnostic fee may apply. If you cancel after repair work has commenced, you may be charged for work completed up to the point of cancellation.
If you are dissatisfied with a completed repair, please contact us within 30 days. We will investigate the specific concern and, where the dissatisfaction is related to our work, take reasonable steps to rectify the issue. We do not offer refunds for services correctly performed in accordance with the agreed scope, but we take complaints seriously and will engage in good faith to resolve legitimate concerns.
Warranties and refund rights under this policy do not apply in the following circumstances: physical damage to the device caused after leaving our care; faults in components not supplied by Qentroxa; faults that are unrelated to the repair we carried out; damage caused by use of the device in conditions outside its design specifications; or devices that have been opened or modified by others after our service.
Nothing in this Refund Policy limits your statutory rights as a consumer under applicable Spanish and EU consumer protection legislation. Where statutory rights provide greater protection than this policy, those statutory rights take precedence.
To make a warranty claim or raise a service concern, contact us at [email protected] or call +34 787 167 311, and reference your repair record number. Please describe the issue clearly and, where possible, provide the same device for inspection. We aim to respond to all warranty claims within 5 business days.