Ayn Pack

• For Neo Retro and Android consoles, the average delivery time is 7-15 working days.
  
• Shipping is direct from factory in China.
  
• The consoles are equipped with the latest firmware version.
  
• Shipping and import charges are included, you only pay the displayed price.
  
• The tracking number is sent as soon as the console is shipped and can be tracked on our website as well as on the carriers' platforms.
  
• Before shipping, the average processing time is 24-48 hours, which may be extended in the event of stock shortages, manufacturer restocking or circumstances impacting logistics.
  
• You can subscribe to 100% Delivery Insurance to benefit from a guaranteed new shipment in the event of delivery failure due to loss or theft certified by the carrier.
  
• In accordance with European legislation, you can return your product for exchange or refund within a statutory period of 14 days.

Our Quality Commitment and Guarantees

Our customers' satisfaction and trust are our top priority. That's why we offer comprehensive and transparent coverage in the event of a defect on your console.

1. Your Legal Guarantees

In accordance with European legislation, the purchase of your product entitles you to two mandatory legal guarantees. These guarantees apply at no additional cost to you:

• Legal Guarantee of Conformity (GLC):

  • Duration: Two (2) years from delivery of your console.

  • Our Commitment: This warranty covers any lack of conformity (breakdown, product unfit for normal use, non-conformity with the description). During this entire 24-month period, the law presumes that the defect existed at the time of purchase.

• Legal Guarantee of Hidden Defects (GLVC):

  • Duration: Two (2) years from the discovery of a hidden defect rendering the product unfit for use.

  • ⚠️ Important Clarification: Any other warranty period (e.g., a 3-month warranty mentioned by the manufacturer) is an additional Commercial Warranty . It does not replace or limit the 2-year Legal Guarantee of Conformity.

  • The 1-year after-sales service extension offered as an optional paid option strengthens the Legal Guarantee by simplifying and accelerating after-sales service procedures: replacement favored instead of repair if this avoids a long period without equipment, free shipping for shipments, accelerated logistics, priority processing,

2. Support Procedure (Simple and Free)

If you notice an anomaly covered by the Legal Guarantee of Conformity, we invite you to follow our two-step procedure for an effective resolution:

Step 1: Contact and Rapid Diagnosis

• How to contact us: Report the defect to us at "contact (at) dockandplay.fr" or via our contact form. Please include your order number and describe the problem in detail.

• Our First Action: Our technical team will contact you for a remote diagnosis. In most cases, the issue can be resolved by providing you with the appropriate software instructions or manipulations.

  • Examples of anomalies often resolved remotely: Charging fault (battery no longer charges), Boot fault (console does not start).

Step 2: Compliance (Repair or Replacement)

If the problem requires physical intervention, we will take over. In accordance with the law, you have priority choice between:

• Repairing your console.

• Replacing your console with an identical or equivalent model.

Practical Arrangements:

• Cost: Repair or replacement is carried out at no cost to you.

• Return: We will provide you with a prepaid shipping label . We will cover the cost of returning your console to our premises for examination.

• Deadline: We undertake to carry out the compliance (repair or replacement) within a reasonable timeframe.

Alternative Solutions

If repair or replacement proves impossible, or if the chosen solution results in a delay of more than 30 days, you would have the right to request a price reduction (you keep the console).

Third-party software and OS warning:

After-sales service cannot intervene if the console has undergone a hardware or software modification not covered by the manufacturer. The manufacturer cannot intervene in this case either. The console cannot be supported, replaced, or refunded if a software modification is made by the user.

If you use third-party software that modifies the original OS, a warning must be mentioned on the website offering this modification, warning you that there is no possibility of recourse against the manufacturer and/or retailer if the console is damaged after this modification.

If the console goes into "brick" mode with a modification that went wrong, this damage is usually irreversible.

Alternative OSes are only considered if they are supported by the manufacturer (e.g. Garlic on the original RG35XX is supported, Onion for Miyoo Mini Plus is supported, Crossmix for Trimui Smart Pro is not supported).

If you have modified the console with third-party software, we can help you return to the original OS, if and only if this operation is still possible despite the modification with third-party software.

Third-party applications that are not the original ones are not covered by console manufacturers or distributors like DOCK & PLAY. If you have any questions, please contact us .