Frequently asked questions - Manufacturer warranties and after-sales service

The contractual warranty provided by the publisher or manufacturer is binding only on that party. The receipt of sale to the end customer is generally required.

• Major accessories (PDP, Turtle Beach, Hori, San Disk, Trustmaster, etc.) and electronic derivatives: 2-year warranty (excluding batteries) after the date of purchase by the end customer.
• KONIX GAMING accessories: 3-year warranty (excluding batteries) after purchase by the end customer.
• KONIX PC and TV screens: 2-year warranty after purchase by the end customer. The warranty threshold for dead pixels is 5 pixels or more. If the screen is faulty, the retailer must submit a return request on INNELEC.COM.
  

• MICROSOFT accessories: Managed directly by Microsoft support (Contact Tel.: 09 70 01 90 90, or via https://support.xbox.com for Xbox, or https://microsoft.com/hardware/support for PC).
• NINTENDO accessories (excluding consoles): Covered directly by Nintendo's warranty. Requests should be sent to https://www.nintendo-sav.fr/sav.
  

1. Failure upon unpacking (first month of use)

Failure upon unpacking applies to consoles, PS VR and Dualsense controllers that have a fault rendering them inoperable during the first month of use. This period is extended to two months for purchases made between 1 and 30 November.

• INNELEC procedure: The retailer can offer an immediate exchange from their stock. The retailer then sends the details (model, serial number, description of the fault, date of purchase/exchange, copy of proof of purchase) via the INNELEC.COM returns interface.
• Strict conditions: The equipment must be returned complete (with all accessories) and in its original packaging. The number of days the console has been connected must not exceed 30 days.
• Consequences of an incomplete file: If an accessory is missing, £50 excluding VAT will be deducted from the credit note.

2. Fault under warranty (after the first month)

The warranty for consoles, PS VR and accessories is 12 months (after the first month of fault upon unpacking).

• Recommendation: It is strongly recommended that customers be directed to SONY Customer Service (01-70-70-07-78 or self-service portal.
• Handling by the Reseller (exceptional): The reseller may handle this warranty on an exceptional basis by contacting ADEXCEL by telephone (01 55 85 83 46) or by email (rma-sav.sony@adexcel-electronics.com) to request a repair. The reseller will ship the equipment at their own expense within a maximum of 5 working days following the return agreement.
  

• Warranty period: 24 months for Switch and Switch 2 consoles; 12 months for 3DS, 3DS XL and NES Mini Classics consoles.
• Failure upon unpacking (1st to 30th day): INNELEC will only accept consoles that have ‘failed upon unpacking’ (excluding broken screens for portable consoles) that have been sold to the end customer less than 30 working days ago. The retailer must test the console beforehand. The console must be returned complete, in its original packaging, with dated proof of purchase and the retailer's stamp.
  • Please note: The ‘faulty upon unpacking’ procedure does not apply to consoles with content.
• After 30 days: The return request must be made directly to Nintendo France Customer Service (www.nintendo-sav.fr or Tel.: 01.34.35.46.01).
  

Microsoft consoles are guaranteed for 24 months. Based on the information provided via the INNELEC.COM Returns interface (serial number, EAN code, detailed description of the fault), INNELEC will indicate the method of handling decided by MICROSOFT, either by INNELEC itself or directly through Microsoft Support (09 70 01 90 90 / https://support.xbox.com).