Support

Applicable for all Doro products

Warranty period and limits

The warranty is valid from the day a product is purchased by the user. The separate parts inside the product can have different regulations regarding the warranty period and what is covered by the warranty.

Original warranty

• 24 months on Doro products except accessories.
• 12 months for accompanying accessories such as batteries, chargers, headphones, cables, covers and cases.

 
Warranty for service and repairs

The warranty is valid from the purchase date and will not change in case of resale, trade or repair when a product is sent to an authorised Doro service centre. The repaired or replaced parts are covered by the warranty under the entire remaining original warranty period or for 60 days from the date of repair or replacement, whichever is longer.

Damage not covered under the warranty

A) Normal wear and tear (batteries and screens)
B) Damage from drops and/or from unsuitable use of the Doro product

The original warranty does not cover damage due to a short circuit in the battery or use of accessories that are not Doro original. The original warranty does not apply if the device has been:

• Opened, modified or repaired by an unauthorised service centre
• Repaired with parts that are not Doro original
• Exposed to moisture, extreme environmental and thermal conditions, erosion, oxidation or chemicals
• Removed or unreadable serial number
• Charged with, damaged from, or manipulated with software other than that which is Doro approved.

Proof of warranty

In order to be entitled to warranty service, the product must be sent to an authorised Doro service centre with valid proof of purchase.

If your Doro mobile phone is not working properly, please try the following steps to resolve the issue. If the issue persists then please call or email our support team. Check after each step to see if the issue has been resolved. If your Doro mobile starts working properly again, you will not need to take further action.

1. Restart your phone by switching it off and waiting 10 seconds before you turn it back on. Check if the issue has been resolved. If your Doro device is now working properly, you will not need to continue to the next step.

2. Check for any available software updates and update your device if there are any. If you are unsure how to do this, please refer to the device manual which came in the box, alternatively you can download an electronic version here: Doro manuals. There is also a FAQ for smartphones on how to do this. Check if the issue has been resolved. If your Doro device is now working properly, you will not need to continue to the next step.

3. If you have a smartphone with a non-removable battery, go to the “Reboot the phone” section in the manual and follow the instructions. There is also a FAQ on how to do this. If you have a mobile phone with a removable battery, take it out, wait a few minutes, then reinsert it and switch the phone on again. Check if the issue has been resolved. If your Doro device is now working properly, you will not need to continue to the next step.

4. Reset your Doro mobile phone to the factory settings. This will reset your phone and erase ALL data, which may solve the problem. Remember to perform a backup first, as everything – photos, contacts and some apps – will disappear from the phone!  You can find more information about this in your user manual, which is downloadable here: Doro manuals. Check if the issue has been resolved. If your Doro device is now working properly, you will not need to continue to the next step.

5. If the above steps did not help, we recommend that you contact our support team who will help you troubleshoot or, if necessary, help you get your Doro sent to a repair centre. Contact details:

Telephone: 0800 026 5479

E-mail:      support.uk@doro.com

If you prefer to contact your retailer, it is of course possible, but our support usually has better knowledge of your Doro.

Data backup - It's recommended to make a backup of your data and remove it from the device. Instructions on how to do this can be found in the manual which you can download here. The repair center will delete all data saved on your device and does not take any responsibility for lost information.

Remove the SIM card and, if applicable, your SD card from the device before sending it. If you forget this they will destroy your cards due to GDPR rules.

Password protection or screen lock - To enable the workshop to verify the issue on your device you need to remove your password or screen lock before sending it for repair.

Repair registration - Keep your information provided to you when you register your device for repair and proof of postage if applicable. This will enable you to more easily follow the processing of your device and if any issues you can use the information when contacting Doro or the repair centre.

Shipment to repair center. - Please include your proof of purchase in your package and make sure you pack your device safely to avoid damages during the transportation.

If you have tried the troubleshooting steps above and the problem persists, please contact our support team via phone or email. They can perform further checks with you or advise on how to return the device for repair.

Before you book your service ticket make sure you have the products serial number and its IMEI number, which you obtain by pressing the green “Call” button and then entering *#06#. If your Doro has a removeable back cover, you can see the IMEI number on the sticker under the battery. You can also find both serial- and IMEI-numbers on the original box. You also need the purchase reciept to be added either as a file in the booking process at the web page or applied as a paper copy in the parcel togheter with the Doro product.

General processing details:

• If the device and problem are covered by the warranty, they will proceed with handling your device.

• If your device is damaged or out of warranty, they will send you a quote via email.
• If you accept the quotation, they will start working on your device when your payment is confirmed.
• If you do not accept the quotation, you can have your device sent back to you but the workshop will charge you for their processing, or you can have it recycled at the workshop.

You will then be able to book a service ticket here at our repair centre: SBE repair web page.

After booking, you will receive an email with a link to print your Royal Mail label. Print the label, attach it to your parcel, and drop it off at your nearest post office. Once done, keep your postage reciept for your records.

Please don´t post your device via a post box when using the postage label.

You can then follow the the progress of your device on SBE tracking web page.

Many people don't know what to do with their old electronics at the end of its life. How to recycle it properly? Below we have some options for you:

Option 1: Go to one of our retailers, and hand in your old phone.

Option 2: Go to your nearest recycling centre and hand in your waste product to the relevant collection point for the recycling of electrical and electronic equipment.

Batteries
Please refer to the section in the user manual on how to safely remove the battery from the product. Remove the battery and deliver it to the appropriate collection point for the recycling of used batteries.
To ensure that batteries and electrical and electronic equipment are properly treated, return these products at the end of their life to the appropriate collection point for the recycling of electrical and electronic equipment.

Phones
Before returning your phone for recycling, we recommend that you:

- Remember to back up or transfer files and information you want to keep. Then delete all personal information from your phone via a Master Reset (for more information, see the User Guide).

- Remove the memory card and SIM card.

- Return the phone together with the battery.

For more detailed information on the return and recycling of products, batteries or packaging, and to ensure that the battery and electrical and electronic equipment are treated properly, please contact your local authority, your local waste management company or the shop where you purchased the product or battery.

If you have more questions you can use our contact form to get in touch with our support.