Acceptance and assignment of the service work

1. Service for products is carried out following the Carry-in procedure (delivery of the product to the service center by the Client), either in person or via courier
2. The acceptance of Apple products is conducted based on a protocol containing Client information (name, phone number, email, address), details of the submitted product (serial number/IMEI) or accessory, issues reported by the Client and the product's external condition.
3. Upon acceptance of the product, a visual inspection of its external condition is performed in the presence of the Client. Submitted products are photographed.
4. During acceptance, the product undergoes an initial general inspection.
5. Before the device is accepted for servicing, the Find My Device function must be disabled.
6. Diagnostics may include erasing and formatting the product, which could result in the complete loss of the Client's data.
7. The servicing process begins only after obtaining the Client's authorization, given via signature or written confirmation for repair sent by email.
8. The service completion period is up to 30 days from the date of signing the respective authorization protocol, in accordance with the legislation of the Republic of Bulgaria.

Warranty Service

1. Warranty service for products is carried out in accordance with the manufacturer’s terms, available at: https://www.apple.com/legal/warranty/products/emea-wd-universal-warranty-bulgarian.html.
2. The warranty covers hardware defects in materials and workmanship for Apple-branded products and accessories.
3. Software issues are not covered by the warranty.
4. To confirm warranty status, you may be asked to provide proof of purchase for your Apple product (receipt/invoice).
5. In accordance with Apple’s terms, if the product is under warranty, hardware diagnostics and servicing are free of charge.
6. The warranty does not apply to: (a) consumable parts, such as batteries or protective coatings, that are designed to diminish over time, unless the failure occurred due to a defect in materials or workmanship; (b) cosmetic damage, including but not limited to scratches, dents, and broken plastic on ports; (c) damages caused by third party accessories; (d) damage caused by misuse, improper handling, contact with liquid, fire, earthquake, or other external factors; (e) damage resulting from failure to follow the user manual, technical specifications, or other published guidelines for the Apple Product’s use; (f) damage caused by servicing (including upgrades) performed by anyone who is not a representative of Apple or an Apple Authorized Service Provider (AASP); (g) an Apple Product that has been modified to alter functionality or capabilities without Apple’s written permission; (h) defects caused by normal wear and tear or otherwise due to the normal aging of the Apple Product; (i) cases where the serial number has been removed or defaced from the Apple Product.
7. At the manufacturer’s discretion, products submitted for service may be replaced entirely or repaired. Replacement products provided by the manufacturer are equivalent to new in terms of technical specifications and reliability.
8. Diagnostics and resolution of hardware defects in warranty products found to have been misused are not covered by the warranty and are charged to the customer.
9. Diagnostics and resolution of software defects are not covered by the warranty, and the customer is charged for these services.
10. Replaced parts or products from Apple inherit the remaining warranty period of the original product or a ninety (90)-day warranty from the date of replacement or repair, whichever is longer.
11. Replaced parts or products become the property of the manufacturer.

Out-of-Warranty Service

1. Out-of-warranty service for products is performed in accordance with the current price list of iStation, available at: https://service.istation.bg.
2. If unauthorized intervention or modification of a product submitted for service is detected, service may be refused, and a diagnostic fee will be charged according to the price list of VM Distribution EOOD for issuing a protocol after service processing.
3. Customers can retrieve their products only upon presenting a valid identification document. Customers may authorize a third party in writing to collect their product. Any applicable fees for parts, services, or requests must be paid in advance.
4. Customers wishing to have their product returned via courier must coordinate the shipping details with a representative of the service center.

Responsibilities of the Service Center

24.1. Communicating with the customer in the event of changes to previously approved repair deadlines or clarifications regarding additional details needed for resolving the issue.

24.2. The service center is not responsible if, during diagnostics, signs of improper use, unauthorized intervention, or modification of the product are discovered.

24.3. Notifying the customer upon completion of the service.

1. VM Distribution EOOD is not responsible for:

25.1. Loss or damage of information, programs, data, or media stored on the product. It is the customer's responsibility to create a separate backup before submitting the product for service.

25.2. Lost profits, opportunities, or losses related to the customer's business activities.

25.3. Damage caused during the transportation of the product to and from the customer.

25.4. Damage to items not part of the original product but attached to it (e.g., protective films, screens, cases, etc.). These items should preferably be removed before submission.

25.5. For products not received or not claimed from the service center for more than 60 days from the date on which the 30-day period for performing the service expires, or 90 days from the date the device was submitted to the service center, in cases where the customer does not confirm or refuses the completion of the service. By submitting the device for servicing and signing the service protocol, the customer gives irrevocable consent without any claims regarding prices, deadlines, or additional conditions, for VM Distribution EOOD. to use, recycle, or sell the Apple product – subject to the service activity, at its sole discretion, after the expiration of the above-mentioned period. In the case of receiving the device for servicing via courier, the above terms and deadlines apply from the date of receipt at VM Distribution EOOD.