Kintora — Frequently asked questions
Answers to the most frequently asked questions about orders, products, delivery and after-sales service.
Orders and account
Who can order from Kintora?
The website is aimed primarily at professionals: repair shops, resellers and refurbishers. Prices and ordering are available once you have created an account and it has been approved by our team.
Do I need to create an account to order?
Yes. Prices are reserved for customers whose account has been approved. Create your account by entering your company, your SIRET number (French company number, verified automatically; outside France, your company registration number) and your contact details, then send us a Kbis extract (French certificate of incorporation) less than 3 months old from your account. We approve your account within 24 working hours and you receive a confirmation e-mail. You can then see our prices excl. VAT and place orders; your orders and invoices remain available in your account.
Is there a minimum order?
A minimum order may apply, particularly for orders consisting solely of items available to order. It is shown when you place your order.
Are prices shown excl. VAT or incl. VAT?
Prices are shown in euros. For trade customers, they are exclusive of tax: the applicable VAT is added in accordance with the regulations in force. For deliveries outside the European Union, the sale may be exempt from French VAT (export).
Products and compatibility
How can I be sure I am ordering the right part?
Search for your exact model, then check the “Compatible with” list on the product page: this list is authoritative. For Samsung, check the device's SM-… reference (Settings > About phone): some models exist in several variants.
Which screen quality should I choose?
TFT, Incell, hard OLED, soft OLED or original quality: each quality corresponds to a budget and a type of use. Our screen quality guide explains the differences and what to recommend to your customers.
Do the photos correspond exactly to the product?
Photos are not contractually binding. The product delivered corresponds exactly to the reference ordered, whose specifications are shown on the product page.
Are the products in stock?
Some products are in stock, while others are available to order: these are sourced from our suppliers once your order has been confirmed. Availability is shown on each product page: "In stock" or "On order" with the lead time.
Can't find a reference?
Our “we source it for you” service looks for rare or unlisted parts. Write to us, specifying the model and the part you are looking for.
Payment and invoicing
Which payment methods do you accept?
Bank card (Visa, Mastercard), secured by the 3-D Secure protocol through our payment service provider. Bank transfer is available for trade orders; the order is then processed once the funds have been received. Details on the Secure payment page.
Will I receive an invoice?
Yes: a compliant invoice is issued for every order. Trade customers can find it in their customer account.
Delivery
Where do you deliver?
To mainland France, across Europe and internationally (the Maghreb, Africa and other destinations on request).
What are the delivery lead times?
Products in stock are shipped the same day for any order placed before 5 pm (Paris time) on a working day, the next working day otherwise. Products available to order are shipped within 10 to 15 working days. Transit time is added to this.
How much does delivery cost?
Shipping costs are calculated according to the destination and the weight or volume of the order. They are displayed before you confirm payment.
Can I track my parcel?
Yes: a tracking number is sent to you as soon as your order is shipped, where the carrier allows this.
Who pays customs duties outside the European Union?
For deliveries outside the EU, any customs duties and import taxes are payable by the recipient. More information on the Delivery page.
Returns, warranty and after-sales service
What should I do if a product is defective on arrival?
Contact us within 48 hours via the contact form, with photos or a video of the fault. We will tell you what to do next.
How do I return a product?
All return requests must be made via the contact form. No return is accepted without our prior authorisation.
Do private customers have a right of withdrawal?
Yes: private customers have 14 days from receipt to exercise their right of withdrawal, subject to statutory exceptions. Return costs are at their expense. This right does not apply to sales between businesses.
Are the parts covered by a warranty?
Products are covered by the legal guarantee of conformity and the guarantee against hidden defects. A commercial warranty may apply depending on the product: in that case, it is specified on the product page. Full terms in our Terms and Conditions of Sale.
Should the parts be fitted by a professional?
We strongly recommend installation by a qualified repair technician: fitting requires suitable tools, and non-professional installation may damage the device.
Trade customers
Do you offer volume discounts?
Yes, with the Trade Club. Based on your paid purchases over the last 12 months (excl. VAT and shipping), you get −2% on all your prices from 1 500 €, −4% from 4 000 €, −6% from 8 000 € and −8% from 15 000 €. Your level is recalculated every night and applied to your account automatically. Details in our trade area; for a large one-off quantity, contact us for a quote.
Any other questions? Write to us.