Hej Refurbished
Warranty policy.
Every purchase includes at least 2 years of warranty. Clearly explained: what's covered and what isn't, and how to report an issue.
With every purchase from Hej Refurbished, you receive at least 2 years of warranty. This warranty is in addition to the statutory warranty you're entitled to as a consumer.
By warranty, we mean coverage for hardware issues that can arise from normal use. We're very familiar with common issues in laptops and other devices, so we can often assess and resolve defects quickly, meaning you're not without your device for longer than necessary.
What's covered?
Covered and not covered by warranty
A clear overview so you know exactly where you stand.
Covered by warranty
- Motherboard, including short circuits and other internal defects.
- Memory, such as RAM.
- Storage, such as hard drive or SSD.
- Ports, such as HDMI and USB ports.
- Trackpad.
- Screen, as long as the damage wasn't caused after purchase by use, a drop or an impact.
- Keyboard, excluding loose keys or keycaps.
- Chargers are covered by 1 year of warranty, provided there's no visible damage or misuse.
Provided the defect wasn't caused by moisture, drops, impact damage or misuse.
Not covered by warranty
- Moisture damage, for example keyboard damage from moisture or food residue.
- Drop and impact damage.
- Misuse of the device.
- Normal battery wear from daily use.
- Loose keys or keycaps on the keyboard.
Many devices have moisture indicators that let us determine whether moisture has previously entered the device. For this type of damage, you can still come to us for a repair at a fair price.
Good to know
Special situations
Battery, damage outside warranty, and defects after the warranty period ends.
Warranty on the battery
A used battery comes with 2 months of warranty, a new battery with 1 year. Batteries wear with use, similar to car tyres, so normal wear falls outside the standard warranty.
Need a new battery? We offer free installation, and customers with an account can get up to 25% discount. You can also create an account afterwards.
Moisture, drops & misuse
Damage from moisture, drops, impacts, food residue or misuse isn't covered by the warranty. This sometimes only becomes visible during inspection of the device.
You can come to us for a repair at a fair price, including free installation where applicable.
Defect after the warranty
Has your device stopped working after the warranty period has ended? We can often still help. Send the device in for inspection; afterwards we'll let you know the options and any costs involved.
We never carry out a paid repair without consulting you first.
Step by step
Report an issue & send it in
Always start with an email. Only send the device to us if it can't be resolved remotely.
Email us first
Describe your problem and send an email to info@hejrefurbished.com. We can often assess and resolve many complaints directly by email, so sending the device in isn't always necessary.
Pack the device securely
Can't resolve it by email? Then pack the laptop securely and safely, and include a note clearly explaining the problem along with your order number.
Seal and send
Seal the package well and send it to our repair address (see below). Shipping costs are the customer's responsibility, even when the product is within warranty.
Shipping details
Repair address
Attn: Repair
(state your order number or name)
Industrieweg 10 G1
1566 JP Assendelft
Netherlands
Report a warranty issue?
Send us an email with a brief description of the problem and your order number. We'll help you as quickly as possible.