Frequently Asked Questions

- You must be at least 18 years of age on the date you take out the policy.

- You must confirm the accuracy of the information provided when taking out the policy and when making a claim.

- In the event of a claim, you must file it within the deadline. The deadlines for notifying the insurer are relatively short, but absolutely imperative. The French Insurance Code (Evy is a French company) stipulates a time limit of no more than five working days from the date of the claim or from the moment the insured person becomes aware of it (article L. 113-24 of the Insurance Code). This minimum period is reduced to two working days in the event of theft.

Consumer rights (or legal guarantee of conformity) is a guarantee against all material, construction and manufacturing defects in a product. It is mandatory, and generally lasts for 2 years for a new product, from the date of delivery.

If your product stops functioning properly during this period, the manufacturer is responsible for repairing or replacing it. If in doubt, contact us by e-mail at support@evy.eu

An extended warranty (or "breakdown extension") is an insurance contract that extends your product's legal conformity warranty. After expiration of the legal warranty of conformity, the warranty extension extends the duration of coverage and protects you in the event of electronic, electrical or mechanical failure.

Breakdown refers to an internal malfunction of the device during normal use (as defined by the manufacturer). For example, if your product suddenly stops working for no apparent reason, it's likely a breakdown.

Breakage refers to an external event which cannot be anticipated or prevented, and which damages the device's ability to function according to the manufacturer's specifications. For example, if someone bumps into you and your phone falls on the floor, shattering the screen, that is likely a breakage.

Cosmetic damage such as scratches, tears or splinters is not generally considered breakage. Modifying or dismantling will result in the loss of your insurance. Breakage, when intentional, is not covered by your insurance. Damage during cleaning is not covered by your insurance, unless it is the result of an accident.

An indemnity ceiling (also known as a compensation limit, insurance sum, or policy limit) is the maximum amount you will be compensated in the event of a claim.

For example, if a claim damages your property for a value of €1,000 and the indemnity ceiling is €900, then €100 will remain payable by you. The amount of the compensation limit varies according to your claim filing, and the conditions of the cover you have taken out. To find out the amount of your ceiling, go to your insurance contract, accessible via your customer dashboard at www.customers.evy.eu.

When you buy a product, whether it's a bike, a smartphone or a vacuum cleaner, you have certain expectations about its performance. For example, you expect a smartphone to be able to make calls and run applications without major problems, and a vacuum cleaner to be able to quickly pick up dirt from different surfaces.

If you discover that the product does not meet these basic expectations, or if it develops defects shortly after purchase, the legal guarantee of conformity comes into play. If you have not damaged your product and have used it in accordance with the manufacturer's recommendations, it is likely that any malfunctions encountered early in the product's life are the result of a defect or non-conformity.

This may include:

- the product does not correspond to the usual use of a product of the same type

- the product does not correspond to the description given by the seller

- the product does not have the qualities mentioned in the advertising or labelling

- the product does not correspond to a special use you are looking for, contrary to what the seller told you

- the installation has not been carried out correctly by the seller

- the installation manual is incomplete or incomprehensible, and you have therefore installed the unit incorrectly.

- the product has a manufacturing defect, imperfection or poor assembly

If you notice any of these defects, please contact the seller of the product to obtain a repair or replacement product.

Regarding the legal guarantee, the vendor will not charge you for replacement or repair, apart from the cost of shipping the product to them, which must be reimbursed within 14 days.

If you exercise your rights under the legal guarantee of conformity to get your product repaired, the legal warranty is still valid.

In certain countries such as France, you benefit from a six-month extension of this guarantee. Thus, on a new repaired good, the legal guarantee of conformity would increase from 24 to 30 months for consumers.

Evy provides insurance for many merchants, both online and in physical stores. Each merchant will have their own path for you to purchase insurance.

For online merchants

You can add the insurance to your cart when you select a product. When it's time to checkout and pay for your product, there are two ways to purchase insurance.

1. You pay for the product and the insurance all together, and you'll receive an email with your Evy contract within 24 hours of purchase, or...

2. You pay for the product, and then receive an email inviting you to complete your purchase of the insurance contract in just a few clicks!

When in a physical store, it works in a similar way:

1. You pay for the product and the insurance all together, and you'll receive an email with your Evy contract within 24 hours of purchase, or...

2. You pay for the product, and then receive an email inviting you to complete your purchase of the insurance contract in just a few clicks!

Some merchants will allow you to buy insurance after purchasing your product

This kind of insurance offer may be suggested via email after the purchase of your product.

Evy offers a variety of insurance packages to protect you against breakdown, breakage, theft, installation damage, oxidation, stains and measurement errors.

The insurance offered depends on the product you purchase, and where you purchase it. The exact coverage is indicated during the purchase journey, and you'll be presented with pre-contractual documents that will tell you everything you need to know about the specific offer.

If you haven't filed a claim, you can cancel within 30 days of the enrolment date and get a full refund. You can do so directly in your Evy customer dashboard. Just find the relevant contract, and click on Cancel my contract at the top.

Your Evy customer dashboard is also accessible via the email you received from Evy when first purchasing the insurance.

If you bought your insurance directly from the merchant, then it will be refunded automatically. If you paid through Evy, just contact us and we'll refund you.

After buying Evy insurance, you'll receive an email confirming your payment, and containing your membership certificate and all other pre-contractual documents within 24 hours.

If you can't find the email in your inbox or spam, you can log into your Evy customer dashboard to find all the necessary documents, or contact us at support@evy.eu.

Note: some merchants may ask for follow-up information after your purchase, such as your date of birth. It's important to promptly provide that information, as your insurance contract can't be created without it.

If you want an invoice for your purchase of your Evy contract, there are two possible ways to get one:

1. If you paid for the product and the insurance all together, that means the merchant charged you for the insurance, and you can ask them directly for an invoice

2. If you paid for the product, and then received an email inviting you to complete your purchase of the insurance contract, then you paid Evy directly, and can ask us at support@evy.eu

To file a claim, you just need to login to your Evy customer dashboard, find the relevant contract, and click on the File a claim button at the bottom.

You'll be directed to a claims form that is specific to your product and your contract.

When filing a claim, make sure you include all relevant documents, photos and details that are asked of you in the claims forms. Our claims forms are customised to your contract and product, so you'll only be asked questions that are essential.

More details help us handle your claim quicker and more accurately, and clear photos of your product assist our repairers in identifying what spare parts may be necessary.

Photos are important for any product, but especially for devices like phones, tablets, laptops or smartwatches. It's important to send clear photos of the device to help us handle the claim as quickly as possible, and get your device back in your hands!

Here are some guidelines for taking these photos:

Front Photo:

- Remove the case and any accessories

- Position the broken device on a plain, contrasting surface.

- Ensure good lighting to capture clear details of the damage.

- Centre the device in the frame and make sure the damage is clearly visible.

- Take a close-up shot focusing on the front of the device, highlighting all visible damage and any key areas that need to be assessed.

Back Photo:

- Similarly, remove the case and place the device on a plain background to make the damage stand out.

- Position the device in a way that the back side is fully visible in the frame.

- Capture a close-up shot focusing on the back of the device, highlighting any damage, scratches, cracks, or dents that are present.

Check for Clarity

- Review both the front and back photos to ensure they are clear, well-focused, and accurately represent the damage.

- Make sure the damage is prominently displayed in the images to support your claim effectively.

Evy always favours repair whenever possible. However, it may happen that a repair costs more than a replacement, or that spare parts are out of stock. In such cases, Evy offers a replacement product, or compensation to allow you to purchase a replacement yourself.

If your product is stolen, or not repairable, you may be compensated for your product with a virtual card. This card will be in your name, and can be used on the same website where you purchased the original product.

Receiving the virtual card

You’ll be sent an email notifying you that the virtual card is available in your Evy customer dashboard as soon as your claim is settled.

- For theft, this means as soon as our team has reviewed your documents and accepted your claim

- For any damage or oxidation, this means as soon as our repairers have diagnosed the device as non-repairable

You'll need to navigate to the claim that the card is associated with.

The amount on the card will be clearly stated, and simply clicking on the View card details button will show you the card numbers in the Evy customer dashboard.

Buying something more expensive than my previous product

You can increase the spending limit of your virtual card by adding a payment authorisation. You can do this up to 4 days before your purchase.

You just need to click on the Increase card balance button, enter the amount you’d like to add, fill in your card details, and complete the 3D Secure action to authorise your card. Then, when you go to buy your product with the virtual card, your other payment method will be charged the remaining amount.

This effectively puts a "hold" on the amount you enter, which you'll see in your banking app as a pending or on-hold transaction.

If you add more money than you need to buy your next product, only the necessary funds will be taken from your card, and if you never use the top-up, the funds will be back in your account within 1 week.

Example:

- You have a card for 100€, but you want to buy a product for 149.99€

- You can increase your card balance by 50€, then buy your product

- The remaining 0.01€ will be returned to your bank account afterwards

Money left over on my virtual card after the purchase

If you have money left over, you can increase the spending limit in order to buy another product.

To give your product the best chance of being repaired, we'll provide you with a shipping label and instructions to send it to one of our repair centres for free. Certain products may not be eligible for shipping, such as bikes and other machines over 30kg. We'll help you find a tailored solution for any insured product.

Firstly, make sure your device is backed up to the cloud or to another device. This will make the process of restoring the phone after repair much quicker and simpler.

It’s also crucial to make sure that Find My (Apple) or Find My Device (Android) is switched off on your device. You’ll find instructions on how to do that below in this FAQ.

The box should be any sturdy cardboard box where your device can fit snugly inside. Our box size guides for common products are:

- Phone - 20cm x 11cm x 11cm or smaller

- Tablet - 28cm x 20cm x 8cm or smaller

- Laptop - 32cm x 30cm x 10cm or smaller

- Airpods and smartwatches - 12cm x 12cm x 12cm or smaller

All we need is your device. Please do not send the charger, the case, or any other accessories that you normally connect.

If there is extra space in the box, you can add some bubble wrap or crumpled paper so the device does not get damaged during shipment.

Once your product is packaged up, and the label is printed out and stuck to the box, you just need to drop the package off at the nearest eligible dropoff point. You can find exactly where that is here:

If you live in the EU: https://locator.dhl.com/

- Payment option: I have a DHL Express return shipment

- Handling option: I have a printed DHL label

If you live in the UK: https://www.dpd.co.uk/apps/shopfinder/

iPhones and iPads

If your device is unresponsive or you otherwise can’t complete some of the steps, do as many as you can. You may also be able to complete some steps on the web at your Apple Account page.

- Back up your iPhone or iPad: Back up with iCloud || Back up with your Mac || Back up with your PC

- Turn off Apple Cash: go to the Settings app, scroll down, then tap Wallet & Apple Pay. Then turn off Apple Cash.

- Remove your cards and passes from Apple Wallet: open the Wallet app, select a card or pass, tap the More button, then tap Card (or Pass) Details. Tap Remove Card (or Pass).

- Turn off Find My: Go to the Settings app > your name > Find My, then tap "Find My [Device]" and turn it off*. If you can’t turn off Find My this way on your iPhone, go to the Find My app or iCloud.com/find, select your iPhone, then select Remove This Device and follow the onscreen instructions to prepare it for repair.

- After you’ve backed up your device, erase it to protect your personal information and remove it from your Apple Account: in Settings, tap General > Transfer or Reset iPhone (or iPad), then tap Erase All Content and Settings. You will need to enter your Apple Account password to confirm.

- If needed, suspend your mobile service:

• If your device uses a physical SIM, remove it.
• If your device uses an eSIM, contact your wireless provider to get a new eSIM or suspend service if needed.

Other devices

Click here for Mac instructions, or here for Apple Watch instructions

To repair your Android device, it’s important that the Find My Device (FMD) feature is turned off.

Disabling FMD before repairing a device ensures a smoother repair process and helps protect your data and privacy. If FMD is on, our repairers won’t be able to diagnose or repair your device.

If your device is still functional:

Step 1: Backup your phone

- Open your phone's Settings app.

- Tap Google —> Backup

• If these steps don't match your phone's settings, try searching your settings app for "backup", or get help from your device manufacturer.

- Tap Back up now

Step 2: Remove the Google account(s) from your phone

- Open your device's Settings app.

- Tap Passwords & accounts. If you can't find "Accounts" in that folder, tap Users & accounts instead.

- Under "Accounts", tap the account you want to remove —> Remove account

- To confirm, tap Remove account —> Remove account

- If this is the only Google Account on the device, you'll need to enter your device's pattern, PIN, or password for security.

- Repeat for any other Google Accounts on the device

Step 3: Erase your phone

On most phones, you can reset your phone through the Settings app. If you can't open your phone's Settings app, you can try factory resetting your phone using its power and volume buttons.

We recommend checking your manufacturer's support site for device-specific instructions.

Then remove the SIM card and turn your phone off.

If your device is no longer functional

- Use another phone's or computer's browser to go to myaccount.google.com

- In the left panel, open Security and then go to Your devices > Manage devices

- Select the device you want to deactivate and tap More details

- Finally, select Sign out

Then remove the SIM card and make sure your phone is off.

After sending your device to our repair center, it may not be repaired. There are four main causes of this.

Your device was not repairable due to technical limitations

This means that the damage to your device was severe enough that repairing or replacing individual components would not have been sufficient. Our goal is to provide you with a clean, functional device without any damage. If we can’t do that, then we will instead compensate you for the broken device.

Your device was not repairable due to cost limitations

This means that, even though the spare parts were available, there would have been too many replacements needed to provide you with a working device, and their total cost would have been higher than the cost of replacing your device with a newly refurbished one. So we will compensate you for the broken device.

Your device was not repairable due to logistical limitations

This means that the spare parts would have taken too long to arrive at our repair centre, and you would have been without a device for too long. In this case, we will compensate you for the broken device.

Your device failed the technical diagnosis:

This means that our technicians examined your device and found that it did not satisfy the diagnostic criteria for repair, such as:

- The device IMEI did not match the one on record

- The damage found did not match the damage described in the claim

- The damage found represented one of the exclusions in your insurance contract

In this situation, we will send your device back to you without repairing it.

Why is the message showing?

Since the release of the iPhone X, Apple has “serialised” their spare parts. When a repair is done on an Apple device, and a new part is installed, the device checks the serial number of that part. If the part does not have a valid or recognised serial number, the device may display a message indicating that it does not recognise the part.

Therefore, even if a repair is done using genuine Apple parts, if those parts are not properly serialised or if the serial number is not recognised by the device, it may lead to the display of an error message.

How long will I see it for?

The main message appears periodically for 3-15 days and then is not seen anywhere other than in the settings area.