Frequently Asked Questions

Here you will find answers to the most frequently asked questions about ordering, delivery, payment, returns, warranty and protecting your phone. The information applies to all vetter.store orders, including accessories for the iPhone 17, Samsung Galaxy S25, Galaxy Z Fold and Z Flip series, as well as MagSafe and Qi2 compatible products.

<div class="toc-wrapper" id="=" faq-toc"=""> <div class="toc-title"><span>Top Questions</span> <button class="toc-toggle" type="button" aria-expanded="false" aria-controls="faq-toc-list">See table of contents</button></div> <div class="toc-card" id="faq-toc-list"> <ul class="toc-list"> <li><a href="#sec-orders-cont">1. Orders and customer account</a> <ul class="toc-sublist"> <li><a href="#q-confirm-mail">Why haven't I received my order confirmation e-mail?</a></li> <li><a href="#q-modify-order">I want to cancel or modify my order, what do I do?</a></li> </ul> </li> </li> <li><a href="#sec-delivery-transport">2. Delivery and transport</a> <ul class="toc-sublist"> <li><a href="#q-transport">How much does the transport cost?</a></li> <li><a href="#q-delivery">How long does the delivery take?</a></li> <li><a href="#q-package-incomplete">I have received the products, but they do not correspond or the package is incomplete</a></li> </ul> </ul> </li> <li><a href="#sec-payments">3. Payments and payment methods</a> <ul class="toc-sublist"> <li><a href="#q-payments">How can I pay?</a></li> </ul> </ </li> <li><a href="#sec-return-guarantee">4. Returns and guarantee</a> <ul class="toc-sublist"> <li><a href="#q-return-30-day">How can I apply the 30-day money-back guarantee?</a></li> <li><a href="#q-commercial-warranty">What are the terms and conditions of the commercial warranty for Vetter products?</a></li> <li><a href="#q-guarantee-covers">How does the warranty apply to covers?</a></li></li> <li><a href="#q-guarantee-glass">How does the warranty apply to protective glass?</a></li> </ul> </li> </li> <li><a href="#sec-produts-protection">5. Products and phone protection</a> <ul class="toc-sublist"> <li><a href="#q-magsafe">What is MagSafe technology?</a></li> <li><a href="#q-easyfit-fullframe">What is the difference between EasyFit and Full Frame covers?</a></li> <li><a href="#q-can-it-break">Can my phone be broken using Vetter covers and protections?</a></li> <li><a href="#q-technology-qi2">What is Qi2 technology?</a></li> <li><a href="#q-technology-magsafe-ext">What does MagSafe mean and why is it different?</a></li> <li><a href="#q-technology-gan">What is GaN technology?</a></li> </ul> </ul> </li> <li><a href="#sec-guides">6. Product assembly and care guides</a></li></li> <li><a href="#sec-other-topics">7. Other topics of interest</a></li></li> </ul> </div> </div> </div>  <section class="faq-section" id="sec-orders-account"> <h2>Orders and customer account</h2> <div class="faq-q" id="q-confirm-mail"> <h3>Why didn't I receive an order confirmation e-mail?</h3> <p>We send a confirmation e-mail for each order registered.</p> <p>If you can't find the message:</p> <ul> <li> <li>check the Spam, Promotions or Junk folders in your mailbox;</li> <li>make sure that the e-mail address was entered correctly when placing the order;</li> <li>the e-mail's hosting space may be full and may block the message from being received.</li> </ul> </ul> <p>If the problem persists, please send your name, order number and correct address to <a href="mailto:[email protected]">[email protected]</a>, so we can check the details of your order.</p> </div> <div class="faq-q" id="q-modify-order"> <h3>I want to cancel, modify or exchange products in my order, what do I do?</h3> <p>We process orders quickly, so it is important to contact us as soon as possible.</p> <p>For cancellation or modification:</p> <ul> <li> <li>send an e-mail to <a href="mailto:[email protected]">[email protected]</a> with the order number;</li> <li>specify clearly which products you want to cancel, replace or modify;</li> <li> <li>one of our colleagues will confirm by e-mail the adjustments made.</li> </ul> </div> <a href="#top" class="back-to-top">Back to top ▲</a></section> <section class="faq-section" id="sec-delivery-transport"> <h2>Delivery and transport</h2> <div class="faq-q" id="q-transport"> <h3>How much does transport cost?</h3> <p>At vetter.store, delivery is <strong>free</strong> for orders over <strong>149.95 lei</strong> placed and sold by us.</p> <p>For orders under this value, the shipping cost is:</p> <ul> <li><strong>12.95 lei</strong> through SameDay EasyBox;</li> <li><strong>14.95 lei</strong> through Fan Curier and SameDay Curier (home delivery).</li> </ </ul> </ul> <p>For cash on delivery there is an additional cost of <strong>5.95 lei</strong>.</p> </div> <div class="faq-q" id="q-delivery"> <h3>How long does delivery take?</h3> </p> <p>Orders placed Monday to Friday, before 17:00, are processed and delivered to the courier the same day, subject to stock availability.</p> <p>In general, delivery time is <strong>24-48 hours</strong>, except on weekends and very busy periods (major campaigns, holidays, etc.).</p> </div> <div class="faq-q" id="q-package-incomplete"> <h3>I have received the products, but they do not correspond to my wishes or the package is incomplete</h3> <p>If the package is incomplete, the product is faulty or does not correspond to your expectations, please contact our customer support service at <a href="mailto:[email protected]">[email protected]</a>.</p> <p>We will investigate the situation and find the best solution, depending on the option you want: product replacement, parcel completion, return or other measures according to vetter.store policies.</p> </div> <a href="#top" class="back-to-top">Back to top ▲</a></section> <section class="faq-section" id="sec-payments"> <h2>Payments and payment methods</h2> <div class="faq-q" id="q-payments"> <h3>How can I pay?</h3> <p>At vetter.store you have several payment options for your phone accessories:</p> <p><strong>Pay by credit card online (recommended)</strong></p> <ul> <li> <li>you can pay by credit card or debit card;</li> <li>we accept payment via Apple Pay, Google Pay and iPay from Banca Transilvania;</li> <li>you can use the BT Star instalment card to benefit from 3-5 instalments, depending on the bank's offer;</li> <li> <li>discounts may apply for card payments according to active campaigns (e.g. 3% discount).</li> </ul> <p><strong>Pay on delivery / cash on delivery</strong></p> <ul> <li> <li>You can pay cash on delivery to the courier when you receive your parcel;</li> <li>for this method there is an additional cost of <strong>5.95 lei</strong>.</li> </ul> <p><strong>Pay by PayPo</strong></p> <ul> <li> <li>PayPo is a "Buy Now, Pay Later" (BNPL) service;</li> <li> <li>you can purchase products immediately and pay in 30 days, without additional costs, if you respect the payment term.</li> </ul> <p><strong>Wallet Vetter</strong></p> <ul> <li> <li>Wallet allows you to automatically create a virtual wallet in our shop;</li> <li>in this wallet you accumulate credits, which can be used to pay for future orders in full or in part.</li> </ul> </div> <a href="#top" class="back-to-top">Back to top ▲</a></section> <section class="faq-section" id="sec-return-guarantee"> <h2>Return and guarantee</h2> <div class="faq-q" id="q-return-30-day guarantee"> <h3>How do I apply the 30-day money-back guarantee?</h3> </p> <p>If you are not satisfied with the product or for any other reason you wish to return it, you can request your money back within <strong>30 days</strong> of receiving the package.</p> <p>We can only accept products that have not been used and are returned in good condition.</p> <p>To initiate a return, please fill in the dedicated form: <a href="https://vetter.store/order_lookup">Return products purchased online.</a></p> </div> <div class="faq-q" id="q-commercial-warranty"> <h3>What are the terms and conditions of the commercial warranty for Vetter products?</h3> </p> <p>For all products sold and delivered by Vetter CO CO SRL you benefit from a warranty certificate, in accordance with the legislation in force and commercial policies.</p> <p>The guarantee is offered in accordance with the provisions of <strong>OUG 140/2021</strong> and <strong>OG 21/1992 (r2)</strong>, normative acts intended for individual customers, on the territory of Romania.</p> <p>The seller is liable to the consumer for any non-compliance found within:</p> <ul> <li><li><strong>2 years</strong> from the date of purchase for new products;</li> <li><li><strong>1 year</strong> for second-hand products.</li> </ </ul> <p> <p>For products with assembly services carried out in Vetter stores (films, protective glazing), the warranty period is <strong>30 days</strong>.</p> </div> <div class="faq-q" id="q-guarantee-covers"> <h3>How does the warranty apply to covers?</h3> </p> <p>The warranty for covers mainly covers manufacturing defects, such as:</p> <ul> <li> <li>incompatibility with the phone model;</li> <li>incorrect button, camera or jack seating that prevents normal use;</li> <li>obvious manufacturing problems that render the product unusable for its intended purpose.</li> </ul> <p class="faq-note">The actual colours of the product may be slightly different from the presentation pictures, depending on the display used. Differences in shade are not, in themselves, a manufacturing defect.</p> <p> <p>Cover damaged by normal wear and tear or improper use (tears, discolouration, chemical or thermal deformation, missing buttons, broken or forced parts) are not covered by the commercial warranty.</p> </div> <div class="faq-q" id="q-glass-warranty"> <h3>How does the warranty apply to protective glass?</h3> <p>We offer a <strong>30-day guarantee</strong> in cases where the protective glazing shows manufacturing defects, such as:</p> <ul> <li> <li>partial adhesive leakage under normal use;</li> <li> <li>persistent air bubbles occurring without external intervention or mechanical shock.</li> </ul> </ul> <p>Damage caused by cracks or scratches resulting from use (shocks, knocks, falls, etc.) are not considered normal use and are not covered by warranty.</p> </div> <a href="#top" class="back-to-top">Back to top ▲</a></section> <section class="faq-section" id="sec-prodproducts-protection"> <h2>Products and phone protection</h2> <div class="faq-q" id="q-magsafe"> <h3>What is MagSafe technology?</h3> <p>MagSafe technology cases contain concentrically positioned magnets integrated into the back of the case. These ensure the correct positioning of the phone during wireless charging, so that attachment to the compatible charger is optimised.</p> <p> <p>MagSafe can charge your phone faster than standard wireless technology on iPhone 12 and newer models (except iPhone 12 Mini and iPhone 13 Mini) when using certified and compatible chargers, such as many of the <a href="https://vetter.store/auto chargers">car chargers</a> and Vetter network chargers.</p> </div> <div class="faq-q" id="q-easyfit-fullframe"> <h3>What's the difference between EasyFit and Full Frame folders?</h3> </p> <p>The premium <strong>EasyFit</strong> foils are made from solid, high-quality, fingerprint- and scratch-resistant glass with a feel that's close to the original glass in your phone.</p> <p>The <strong>Full Frame</strong> foils are thinner and more resilient and cover the entire front surface of the screen, including the black bezel, giving a seamless and discreet look.</p> </div> <div class="faq-q" id="q-can-sparge"> <h3>Can my phone break using Vetter covers and protectors?</h3> <p>Vetter covers and protectors are designed to maximise the impact resistance of phones, similar to safety systems in the automotive industry: they significantly increase the level of protection, but cannot guarantee total avoidance of damage in extreme accidents.</p> <p>In situations where mechanical forces are very high, it is not possible to guarantee total avoidance of damage. Sensitive components, such as optical elements or the camera stabiliser, may be damaged even without visible traces on the outside.</p> <p>We recommend:</p> <ul> <li> <li>to clean your phone regularly (including under the cover);</li> <li>do not store it with blunt objects (keys, cards, make-up products, etc.);</li> <li>keep it away from moisture, dust and extreme temperatures;</li> <li>use the right combination of case and foil, for example <a href="https://vetter.store/huse-iphone-17-pro-max"> iPhone 17 Pro Max cases</a> and dedicated foils.</li> </ul> </div> </div> <div class="faq-q" id="q-technology-qi2"> <h3>What is Qi2 technology?</h3> </p> <p>Qi2 is the new universal wireless charging standard, developed by the Wireless Power Consortium. It uses an aligned magnet system (Magnetic Power Profile) similar to MagSafe, which ensures correct positioning and stable power transfer. It is compatible with new iPhones and Android devices that adopt the Qi2 standard.</p> <p>For a full explanation:<br><a href="https://vetter.store/info/info-tehnologie-qi2">Qi2 technology - the complete guide</a></p> </div> <div class="faq-q" id="q-technology-magsafe-ext"> <h3>What is MagSafe and why is it different?</h3> </p> <p>MagSafe uses circular magnets to automatically centre your phone on the compatible charger and improve charging stability. The technology works on all iPhone 12 models and newer and is integrated into many cases and accessories.</p> <p>For advanced details and technical specifications:<br><a href="https://vetter.store/info/info-tehnologie-magsafe">About MagSafe</a></p> </div> <div class="faq-q" id="q-technology-gan"> <h3>What is GaN technology?</h3> <p>GaN (Gallium Nitride) is a modern technology used in fast chargers. It allows much smaller dimensions compared to traditional silicon chargers and superior energy efficiency. A GaN charger heats up less, charges faster and offers higher powers (20W, 30W, 65W, 100W+).</p> <p>For detailed explanations and comparisons:<br><a href="https://vetter.store/info/info-tehnologie-fast-charging">Fast Charging and GaN - full explanation</a></p> <p>For a complete list of charging technologies used by Vetter, see <a href="https://vetter.store/info/tehnologii-incarcare">Charging technologies: MagSafe, Qi2, PD, GaN</a>.</p> </div> <a href="#top" class="back-to-top">Back to top ▲</a></section> <section class="faq-section" id="sec-guides"> <h2>Guides for product care and fitting of protective glazing</h2> <p>For correct fitting and proper use of Vetter accessories, we recommend you consult the dedicated guides:</p> <ul> <li><a href="https://vetter.store/info/guide-installation-use-guide-phone-cases" target="_blank" rel="noopener">Installation and use guide: phone covers and holsters</a></a></li> <li><a href="https://vetter.store/info/ghid-instalare-folie-protectie-ecran" target="_blank" rel="noopener">Ghid instalare folie de protectie telefon (geamuri / protectie ecran / tempered glass)</a></li> </ul> <p class="faq-note">Respectarea acestor ghiduri ajuta la pastrarea aspectului produselor si la mentinerea conditiilor optime de garantie.</p> <a href="#top" class="back-to-top">Back to top ▲</a></a></section> <section class="faq-section" id="sec-other-topics"> <h2>Other topics of interest</h2> <p>For even more details on phone protection and accessory use, you can also explore the articles on the vetter blog.store.</p> <div class="faq-internal-links"> <h3>Categories and useful pages for Vetter customers</h3> <div class="faq-links-grid"><a href="https://vetter.store/huse-iphone-17-pro-max">Huse iPhone 17 Pro Max</a> <a href="https://vetter.store/huse-galaxy-s25">Huse Galaxy S25</a> <a href="https://vetter.store/incarcatoare-auto">Car chargers</a> <a href="https://vetter.store/acumulatori-externi">External batteries</a> <a href="https://vetter.store/accesorii-smart">Smart accessories</a> <a href="https://vetter.store/info/order-delivery-guarantee">Order, delivery and warranty</a> <a href="https://vetter.store/info/retur-produse-achizitionate-online">Product returns online</a> <a href="https://vetter.store/info/ghid-instalare-utilizare-huse-telefon">Phone covers guide</a> <a href="https://vetter.store/info/ghid-instalare-folie-protectie-ecran">Screen protector guide</a> <a href="https://vetter.store/info/info-tehnologie-qi2">Qi2 technology</a> <a href="https://vetter.store/info/info-tehnologie-magsafe">MagSafe technology</a> <a href="https://vetter.store/info/info-tehnologie-fast-charging">Fast Charging and GaN</a> <a href="https://vetter.store/info/tehnologii-incarcare">Charging Technologies</a> <a href="https://vetter.store/info/locatii-vetter-magazine-fizice-romania">Vetter Locations in Romania</a> <a href="https://vetter.store/contact">Contact Vetter</a></div></div> </div> <a href="#top" class="back-to-top">Back to top ▲</a></section> <div class="vetter-tagline">Respect your mobile device.</div> </div> </div> <div> <div> <script> (function () { var tocWrapper = document.getElementById("faq-toc"); if (!tocWrapper) return; var toggleBtn = tocWrapper.querySelector(".toc-toggle"); var tocCard = tocWrapper.querySelector(".toc-card"); if (toggleBtn && tocCard) { toggleBtn.addEventListener("click", function () { var isOpen = tocWrapper.classList.toggle("toc-open"); toggleBtn.setAttribute("aria-expanded", isOpen ? 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If you can't find the message, check your Spam, Promotions or Junk folders, make sure that the email address was entered correctly when you placed the order and that your inbox is not full. If the problem persists, write to [email protected] with your name, order number and correct address for verification." } } }, { "@type":"Question", "name":"If I want to cancel, modify or exchange products in my order, what do I do?", "acceptedAnswer": { "@type":"Answer", "text":"We process orders quickly, so it's important to contact us as soon as possible. For cancellation or modification send an email to [email protected] with the order number, clearly specify which products you want to be cancelled, replaced or modified, and one of our colleagues will confirm by email the adjustments made."" } } }, { "@type":"Question", "name":"How much is shipping?", "acceptedAnswer": { "@type":"Answer", "text":"At vetter.store delivery is free for orders over 149.95 lei placed and sold by us. For orders under this amount, the shipping is 9.95 lei via SameDay EasyBox and 14.95 lei via Fan Courier or SameDay Courier to your home. An additional 4.95 lei is added for cash on delivery."" } } }, { "@type":"Question", "name":"How long does delivery take?", "acceptedAnswer": { "@type":"Answer", "text":"Orders placed Monday to Friday by 17:00 are processed and delivered to the courier the same day, depending on stock. Generally, delivery time is approximately 24-48 hours, excluding weekends and busy periods."" } } }, { "@type":"Question", "name":"How do I pay?", "acceptedAnswer": { "@type":"Answer", "text":"At vetter.store you can pay online by card (credit or debit, including Apple Pay, Google Pay and iPay from Banca Transilvania, with BT Star instalment options), cash on delivery, cash on delivery, via PayPo (buy now, pay in 30 days) or using the Vetter Wallet, where you accumulate value credits for future orders." } } }, { }, { "@type":"Question", "name":"How do I apply the 30-day money-back guarantee?", "acceptedAnswer": { "@type":"Answer", "text":"If you would like to return the product, you can apply for a money back guarantee within 30 days of receiving the package for unused products in good condition. To initiate the return, please fill in the dedicated form on vetter.store on the page Return products purchased online."" } } }, { "@type":"Question", "name":"What are the terms and conditions of the commercial warranty for Vetter products?", "acceptedAnswer": { "@type":"Answer", "text":"The products sold and delivered by Vetter CO SRL benefit from a warranty certificate in accordance with the legislation in force and commercial policies. The guarantee is offered in accordance with GEO 140/2021 and OG 21/1992 (r2). The liability period is 2 years for new products, 1 year for second-hand products, and 30 days for assembly services carried out in Vetter stores."". } } }, { "@type":"Question", "name":"How does the warranty apply to covers?", "acceptedAnswer": { "@type":"Answer", "text":"The warranty for holsters covers manufacturing defects, such as incompatibility with the phone model, incorrect cutouts for buttons, camera or jacks, and other obvious manufacturing problems that make the product unusable for its intended purpose. Normal wear and tear and misuse are not covered by warranty."" } } }, { "@type":"Question", "name":"How does the warranty apply to safety glass?", "acceptedAnswer": { "@type":"Answer", "text":"We offer a 30-day warranty for manufacturing defects, for example partial adhesive peel under normal use or persistent bubbles occurring without external intervention or mechanical shock. Damage from knocks, drops and scratches are not covered by warranty."" } } }, { "@type":"Question", "name":"What is MagSafe technology?", "acceptedAnswer": { "@type":"Answer", "text":"MagSafe Technology cases contain magnets positioned concentrically to properly centre your phone on the compatible charger and provide more stable wireless charging. For iPhone 12 and newer models, MagSafe can enable faster charging when using certified and compatible chargers."" } } }, { "@type":"Question", "name":"What's the difference between EasyFit and Full Frame foils?", "acceptedAnswer": { "@type":"Answer", "text":"EasyFit foils are made of high quality, fingerprint and scratch resistant glass with a feel close to the original glass. Full Frame foils are thinner and more resilient and cover the entire front surface of the screen, including the black bezel, for a seamless look."" } } }, { }, { "@type":"Question", "name":"Can my phone be smashed using Vetter covers and protectors?", "acceptedAnswer": { "@type":"Answer", "text":"Vetter covers and protectors significantly increase the level of protection, but cannot guarantee total freedom from damage in extreme accidents. In very strong impacts, your phone may be damaged, including in sensitive areas such as the camera. We recommend using the combined case + film and proper maintenance."" } } }, { "@type":"Question", "name":"What is Qi2 technology?", "acceptedAnswer": { "@type":"Answer","text":"Qi2 is the new universal wireless charging standard developed by the Wireless Power Consortium, with aligned magnets for proper centring and stable power transfer. It is compatible with new iPhone models and Android devices that adopt the Qi2 standard."" } } }, { "@type":"Question", "name":"What is MagSafe and why is it different?", "acceptedAnswer": { "@type":"Answer", "text":"MagSafe uses circular magnets to automatically centre your phone on the compatible charger and improve charging stability. The technology works on all iPhone 12 models and newer and is built into many cases and accessories."" } } }, { "@type":"Question", "name":"What is GaN technology?", "acceptedAnswer": { "@type":"Answer", "text":"GaN (Gallium Nitride) is a technology used in fast chargers, which allows for smaller size, better efficiency and lower heating compared to traditional silicon chargers, delivering high power (20W-100W+)." } } } } ] } } } } } </script> </div>