Information
Deliveries & Returns
Transparency at every step. Here we explain how we calculate shipping, delivery times, how the right of withdrawal works under Portuguese Decree-Law No. 24/2014 (Directive 2011/83/EU) and how the legal guarantee of conformity works under Portuguese Decree-Law No. 84/2021 (Directive (EU) 2019/771) — no small print.
1. Shipping terms
Mainland Portugal
Mainland Spain
The final amount is calculated in your basket based on actual weight, volumetric weight, dimensions and destination.
Mainland Portugal and mainland Spain on orders over €100 (excl. VAT) and up to 3 kg. Above 3 kg, you only pay for the excess weight — calculated automatically in your basket.
Delivery times are indicative and count from dispatch. They may vary during peak periods, regional public holidays or in remote areas.
International postal shipments (CTT)
International postal shipments do not include transit insurance and tracking may be limited. If a parcel is lost, we can only resend or refund once the postal investigation has been completed, which may take several weeks. For business customers, the risk of transport passes to them upon dispatch. For insured shipping, choose DPD or GLS at checkout.
Same-day dispatch
Payment confirmed before the cut-off time of your chosen carrier (mainland Portugal time) = order dispatched today (working days).
Orders confirmed after these times, at weekends or on public holidays are dispatched on the next working day. For bank transfers, the date the funds are credited applies.
The process
Purchase and checkout
Immediate
Processing
Automatic
Transit
Depends on carrier
Delivery
Hand-delivered
Real-time stock
Inventory is checked and updated continuously. Occasionally — if an item shows a fault during inspection or fails quality control — dispatch may be delayed by up to 3 working days. If so, we'll let you know straight away by email and you can choose to wait or cancel for a full refund.
Order returned by the carrier
If the order comes back to us because no one was available, the address was incorrect or delivery was refused, you pay for a new shipment. If you would rather not receive the order, we refund the amount paid minus the return-to-sender cost charged by the carrier, using the same payment method.
2. Right of withdrawal
Online purchases (consumers)
Under Decree-Law No. 24/2014, you have 14 calendar days from the day you receive your order (or the last item, if it arrives in several parcels) to cancel your purchase, without giving a reason. Once you have told us about the return, you have a further 14 days to send us the item.
In-store and business purchases
For in-store purchases, the law does not provide a right of withdrawal. The same applies to purchases made in the course of a business activity (technicians, shops, resellers) — see Business customers. In both cases, the guarantee against original defects still applies, of course.
The item must come back exactly as we sent it
The law lets you examine the item as you would in a shop — look at the product, check the model and compatibility. Any handling beyond that is your responsibility and will be reflected in the refund (Article 14 of Decree-Law No. 24/2014). For a repair part, this means:
- Unused, with no signs of fitting, fingerprints, scratches or pressure marks.
- Protective films, seals and stickers intact and not lifted.
- Flex cables, connectors and adhesives in their original condition — neither bent nor applied.
- Original packaging with all accessories, manuals and free gifts.
No right of withdrawal
Exceptions under Article 17 of Decree-Law No. 24/2014:
- Parts installed, glued or soldered into a device — they can no longer be separated without altering their condition.
- Hygiene: in-ear earphones and similar items with the packaging seal broken.
- Sealed software and games with the seal broken.
- Personalised items or items made to your specifications.
- Repair services already carried out in our lab with your prior agreement.
Refund
- Within 14 days of you telling us about the return, using the same payment method.
- We may wait until we receive the item (or proof of postage) before refunding.
- If you return the full order, we also refund the original shipping (the cost of the cheapest standard delivery).
Costs you pay
- Shipping for the return to us. We do not accept parcels sent with charges payable on delivery.
- The difference between standard delivery and any faster delivery you chose.
- Any loss in value from handling the item beyond what is needed to examine it.
- Transit damage caused by inadequate packaging.
What if the item doesn't arrive in the required condition?
We'll let you know by email, with photos of the condition the item arrived in. If it falls under one of the exceptions above, the return is not accepted and the item is sent back to you with the reshipping cost payable by you (on top of the shipping you have already paid to send it to us). If the item has only lost value, you can choose between a refund minus that loss in value — which, for a fitted or damaged part, may be the full price — or having the item sent back to you, also at your expense.
3. Guarantee
Legal guarantee of conformity — 3 years (consumers)
Under Decree-Law No. 84/2021, new goods sold by Micro Wire to consumers carry a 3-year legal guarantee against lack of conformity (original defects). For refurbished or second-hand goods, the period may be 18 months, where stated on the product page. Once the defect is confirmed, you are entitled to repair or replacement free of charge — including shipping — within a maximum of 30 days and, if that is not possible, to a price reduction or a refund.
The guarantee covers what came with the part. It does not cover what happens to the part after you receive it: installation damage, handling, drops, liquids or misuse. The legal presumption that a defect already existed at delivery does not apply when the part itself shows otherwise — broken glass, a torn flex cable or pressure marks don't come from the factory.
Always test the part before fitting it
It's the most important step in any repair. Connect the part to the device without gluing it, applying adhesive or removing the films, and check that everything works. Once glued, a part can no longer be returned and any installation damage is not covered by the guarantee.
White, black and grey backgrounds: dead pixels, lines, blotches and colour uniformity.
The whole area, including corners and edges — a drawing app helps spot dead zones.
Minimum and maximum brightness, proximity sensor, True Tone and screen-dependent features.
Batteries, flex cables, connectors and cameras: test them before closing up or soldering.
Parts selected and checked in our lab
The batches we buy are always from the highest quality tier available for each model. Before going into stock, screens are bench-tested on a sampling basis and any items with faults are withdrawn from sale. That's why, when a Micro Wire part fails, our first question is about the installation.
Covered
- Manufacturing defects found when testing before installation.
- Original faults that appear with normal use, with no signs of physical damage or tampering.
- An item different from the one ordered or that doesn't match the description.
- Installations carried out by our lab.
Not covered
- Broken or cracked glass or panel, pressure marks, blotches or image "bleeding".
- Flex cables bent, creased or torn; connectors damaged or poorly seated.
- Damage from excessive heat, tools, wrong screws, static electricity or short circuits.
- Components that have been soldered, modified or repaired by third parties.
- Drops, liquids, moisture, corrosion and normal wear and tear.
- Transit damage on a poorly packed return.
Screens and parts already fitted
A screen that has been glued, has had tapes or adhesives applied, films removed or flex cables bent has already been handled — and a poor installation damages the part, often invisibly at first. That's why fitted parts are examined in our lab with particular care: a single sign of physical, installation or handling damage is enough for the guarantee claim to be rejected.
Business customers: glued or fitted parts are not eligible for guarantee claims — see business terms.
A word for repairers
We know what life at the bench is like — we do repairs and micro-soldering every day too. Two minutes of testing before gluing saves a part, a return and an unhappy customer. Part quality is our responsibility; installation quality is the installer's. We're on the same side.
Don't have the experience or the right tools? The Micro Wire lab can fit it for you — and in that case, the installation is covered too.
We repair, replace or refund. Your shipping to us (standard delivery) is refunded and we cover the cost of sending it back.
We send you the report with photos. The item is sent back to you at your expense, or you can collect it from our lab.
The part works in our tests. It is sent back on the same terms — the problem is often another component in the device.
4. How to make a return or guarantee claim
The process is the same for withdrawal and guarantee claims — only the reason you choose changes. It takes about 5 minutes.
I have an account
- 1 Go to My account and open Orders.
- 2 Select the order and open its details.
- 3 Click Return items, then select the items and the reason.
I checked out as a guest
- 1 In the site footer, open Return an order.
- 2 Fill in the details requested (order, items and reason).
- 3 Submit the request.
Get your RMA
After your request, you'll receive the instructions and your RMA number by email. Don't send anything until you have it.
Pack it properly
Original packaging inside a sturdy cardboard box, with padding. Read the packaging rules — they are mandatory.
Label and send
Write on the outer box: RMA No. [Your number]. Use a tracked service and keep the proof of postage.
3070-767 Praia de Mira, Portugal
NIPC 516154940
5. Mandatory packaging
A screen sent in an envelope almost always arrives damaged — or more damaged than when it left. When that happens, it is no longer possible to tell whether the defect was original. That's why poorly packed returns are refused: transit damage is your responsibility and is not assessed as a defect.
Mandatory
- Sturdy cardboard box as the outer packaging.
- Screens in their original packaging (or rigid foam), with the films still in place.
- Enough padding so the item can't move inside the box.
- Electronic components in an anti-static bag; multiple items kept separate from each other.
Refused outright
- Screens or fragile parts in envelopes, even padded or bubble-lined ones.
- Loose items, with no protection or only the product's own packaging.
- Labels or tape stuck directly onto the product's original packaging.
- Parcels without an RMA number or sent with charges payable on delivery.
6. Business customers
Repair technicians, shops and resellers buying for their business are not covered by consumer law (Decree-Law No. 24/2014 and Decree-Law No. 84/2021). Civil and commercial law apply, together with the following terms, which form part of every business purchase:
No guarantee on fitted parts
Screens and parts that have been fitted (glued, with adhesives or tapes applied, films removed) are only accepted under guarantee if the defect is reported before final installation.
Defects on arrival: 8 days
Check parts when you receive them. Visible defects and wrong or missing items must be reported within 8 days of receipt.
Period per item
The guarantee period for original defects is the one shown on each product page.
No change-of-mind returns
Returns of non-faulty items only with prior approval, with the item sealed and in perfect condition. The other rules on this page (RMA, packaging, shipping) also apply.
7. Manufacturer's warranty
Guarantee claims for repair parts and accessories are handled directly by our team. For complete new devices (smartphones, tablets, consoles, networking equipment, electrical products), brands also offer their own warranty through official service centres — usually the quickest route.
Consumers: you can contact the manufacturer directly, but you don't have to — you can always exercise the legal guarantee with Micro Wire. Business customers: for complete devices, the warranty is handled directly with the manufacturer; as a distributor, we are not authorised to process it on the brand's behalf.
| Brand | Contact | Support |
|---|---|---|
| Apple | Online | support.apple.com/pt-pt |
| Samsung | Online | samsung.com/pt/support |
| Xiaomi | Online | mi.com/pt/support |
| OPPO | Online | support.oppo.com/pt |
| Huawei | Online | consumer.huawei.com/pt/support |
| Honor | Online | honor.com/pt/support |
| Google Pixel | Online | support.google.com/pixelphone |
| Nintendo | +351 211 129 511 · [email protected] | nintendo.com/pt-pt |
| Sony PlayStation | Online | playstation.com/pt-pt/support |
| Xbox (Microsoft) | Online | support.xbox.com |
| TP-Link | Online | tp-link.com/pt/support |
| Kingston | Online | kingston.com/support |
| Efapel | Online | efapel.pt |
Contact details are provided for information only and may be changed by the brands without notice.