- Our partner Gshopper provides Xiaomi, Redmi and POCO phones that they themselves sold with a 2-year warranty.
- If there’s a confirmed manufacturing defect, Gshopper covers the repair and the shipping.
- For the EU version, the claim is sent first to the official Xiaomi service in your country.
- If the service refuses, Gshopper will involve an independent partner in Spain. The warehouse in Hong Kong is only the very last option.
- Service in Spain covers even Chinese versions of phones bought on Gshopper.
- We can handle the claim for you if you bought the phone on Gshopper.
With phones from China, the questions we get most often are about the warranty. What to do when the phone breaks, where to send it, and who pays for shipping. That’s why we sent our Gshopper contact—whom we’ve been working with for years—fifteen specific questions. They replied in writing, and we can quote their answers.
The biggest new update is an independent service partner in Spain. They repair Xiaomi, Redmi and POCO smartphones bought on Gshopper, so the phone doesn’t have to travel back to Asia for the claim.
Below is the full step-by-step process. We also explain who pays for shipping and repairs, what the warranty doesn’t cover, and what we can help you with.
We update this article regularly. Last time: October 2026.
Warranty on phones from Gshopper: 2 years
Gshopper provides Xiaomi, Redmi and POCO smartphones that they themselves sold with a 2-year warranty. The key is whether it’s a manufacturing defect or if the user damaged the phone themselves. For a manufacturing defect, Gshopper is responsible; for damage, not.
The phone version also matters. The EU version is sold also by shops in Slovakia, and Gshopper has it, for example, in a new warehouse in the Czech Republic. The global version ships from the Chinese warehouse and includes Slovak and Google services. The Chinese version is for the domestic Chinese market. Gshopper recommends the same process for all three, and service in Spain applies to each of them. For the EU version, however, they emphasize one extra step.
How to file a claim for a phone from Gshopper? Step by step
The process is the same for customers from Slovakia and the Czech Republic:
- Record a video where the defect is clearly visible. While filming, explain what’s happening and when it occurs.
- Prepare your Gshopper order number. You’ll find it in the order confirmation email.
- Check the phone’s IMEI. It’s on the packaging, or you can display it by dialing *#06# in the Phone app.
- For the EU version, first visit the official Xiaomi service in your country. If they refuse the repair, write down their name and address.
- Send the video, the order number, and the IMEI to Gshopper support. For the EU version, also include the details of the service that refused the repair.
- Wait for a response. Support will review your case and tell you what to do next.
Xiaomi official service in Slovakia is handled by ESC sk in Most pri Bratislave, and in the Czech Republic by VSP DATA in Sezimovo Ústí. For the global and Chinese version, Gshopper does not explicitly mention the official service step. So write to support right away and tell them which version you have. They’ll tell you whether you should go to service first.
Service in Spain and MTTC in Lithuania
Service in Spain also applies to Chinese versions of phones bought on Gshopper. If you have Xiaomi, Redmi or POCO in the Chinese version from Gshopper, in case of a complaint you have the same repair option in Spain as with the EU or global version. The only condition is that Gshopper sold the phone.
Have you already dealt with a complaint about a phone bought in China or from an EU warehouse?
The partner in Spain is not an authorized Xiaomi service center. It is an independent company which, according to Gshopper, uses original Xiaomi spare parts for repairs. At the moment it repairs only Xiaomi, Redmi and POCO smartphones sold by Gshopper, in the EU, global and Chinese version. Tablets, watches and other Xiaomi ecosystem products not yet. Nor other brands like OnePlus, Vivo or OPPO. Gshopper wrote the following about the process:
For Xiaomi smartphones sold through Gshopper, we currently recommend the following process for EU, global and Chinese versions. For EU versions, the customer should first contact the official Xiaomi service in their country. If the service refuses to provide the service, the customer can send us the official address and details of the service that refused the repair. As an alternative solution, we can then involve our independent service partner in Spain. Sending the device to the Gshopper warehouse in Hong Kong is only the last resort.
So the phone can get to Hong Kong, but only when nothing else works. Gshopper has not yet revealed the name of the Spanish service to us. Gshopper also mentioned the company MTTC from Kaunas, Lithuania. Unlike the partner in Spain, MTTC is part of the Xiaomi service network.
Who pays for shipping and repair?
If it is confirmed to be a manufacturing defect, Gshopper will pay the required shipping and repair. When the phone cannot be repaired, Gshopper handles it individually. But for a confirmed manufacturing defect, it says it will resolve it. In case of user-caused damage, Gshopper is not responsible for the costs or the consequences.
Gshopper does not promise in advance how long the repair will take. It depends on what is broken and how complicated the repair will be. Support will tell you the time and next steps once it reviews the case.
| - | Who pays |
|---|---|
| Manufacturing defect under warranty | Gshopper (repair and shipping) |
| Damage caused by the user | customer |
| Repair after warranty expires | customer (Gshopper will help arrange the repair) |
| Phone bought outside Gshopper | repair through Gshopper is not possible |
Repair after warranty expires
Gshopper can still help you with the repair even after two years, if you bought the phone from them. But then you pay for the repair and shipping yourself. Gshopper itself reminds that repairs are part of its customer service, not its main business.
Why the phone must be bought on Gshopper
Before every claim, Gshopper verifies the original order. It explained the reason to us openly: it has come across people who bought a phone elsewhere and then claimed during a complaint that it was from Gshopper. Without a verified order, it will not start the repair.
Keep the confirmation email with the order number for at least two years. Without it, you won’t be able to file a claim, even if the phone has a manufacturing defect.
We’ll help you with the complaint
Gshopper confirmed that we can handle the complaint and repair for our readers if the phone was sold by Gshopper. So you don’t have to communicate with support yourself. Just write us a message on our Deal Planet Facebook page or an e-mail to [email protected].
The easiest way is to order through the links in our articles. With that kind of order, we can help you with anything—delivery to handling a return claim—via our direct contact in Gshopper. What’s included in this VIP support is detailed separately. Our full journey with the phone from China is shown in our POCO F9 Ultra order.
What to watch out for
- Service in Spain is an independent partner, not an authorized Xiaomi service center.
- It only repairs smartphones. Gshopper hasn’t provided a process for tablets, smartwatches, or vacuum cleaners yet.
- Gshopper doesn’t promise the repair time in advance.
- Sending it to the warehouse in Hong Kong is a last resort, though it’s not ruled out.
- Whether it’s a manufacturing defect or damage is assessed by Gshopper.
- Without your Gshopper order number, you can’t start a return claim.
If you want to file a return claim at the shop around the corner, buy the phone in Slovakia. If you don’t mind sending a video and the order number and leaving the rest to Gshopper or to us, then with a manufacturing defect you won’t pay for the repair or shipping.
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