A demo site for an invented coffee shop. The chat in the corner is real Fixorix support.Fixorix demoExamples

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Delivery, payment, warranty, returns — and the things we do not do. The chat answers from these same rules.

Delivery

We deliver ourselves: our own couriers in Moscow, our own pickup counters, and a partner service for the rest of Russia.

Same-day courier

890 RUB

How long

the same evening

Where we deliver

Moscow inside the ring road

Free delivery

Not on this option

Worth knowing

Only for items already in the warehouse, and only if the order is placed before the cut-off.

Courier in Moscow

390 RUB

How long

the next day

Where we deliver

Moscow and up to ten kilometres beyond the ring road

Free delivery

On orders from 20000 RUB

Worth knowing

You pick the slot at checkout: 10:00–14:00, 14:00–18:00 or 18:00–22:00.

Courier across Russia

690 RUB

How long

three to seven days, depending on the city

Where we deliver

Towns of fifty thousand people and up

Free delivery

On orders from 15000 RUB

Worth knowing

Prepayment only. Once the parcel reaches your city the courier phones to agree a day and a time.

Pickup from one of our counters

Free

How long

the same day or the next

Where we deliver

Our own counters in Moscow

Worth knowing

You can unbox and check the order at the counter, before paying.

Cut-off: before 14:00 Moscow time

Delivery rules

  • An order placed before the cut-off is picked and leaves the warehouse the same day. After the cut-off, the next one.
  • You may open the box and check the goods on arrival — switch the phone on, look at the screen, listen to the headphones. The courier is required to wait.
  • If something is wrong, refuse the parcel there and then: you pay nothing, and anything already paid comes back.
  • Bulky items are carried up to your door, but the courier will not bring them inside, unpack them or set them up.
  • You can move the date and the slot once, free of charge, as long as the order has not gone out with a courier. Send us the order number in the chat.

Pickup counters

Sokol

74 Leningradsky Prospekt, Moscow

Opening hours

Daily, 10:00 — 21:00

Finding us

Entrance from the avenue, between the bank branch and the dry cleaner. Five minutes on foot from Sokol metro.

Avtozavodskaya

18 Avtozavodskaya Street, Moscow

Opening hours

Mon–Sat, 11:00 — 20:00. Closed on Sunday

Finding us

Ground floor of the office building; through the main lobby and right past the turnstiles. No pass needed.

Kutuzovsky

30 Kutuzovsky Prospekt, Moscow

Opening hours

Daily, 10:00 — 22:00

Finding us

In the courtyard, at the end of the building: a blue door with no sign, because we never managed to get one approved.

An order waits at the counter for 5 days.

Payment

We take everything that works in Russia, and nothing beyond that.

  • Mir card on the website

    The payment happens on the bank’s own page; we never see the card details.

  • SBP, by QR code

    No fee, and we see the money immediately. An SBP refund goes back to the same account, usually the same day.

  • To the courier on arrival, by card or in cash

    Every courier carries a terminal. Cash is fine and they carry change, though large notes are better broken beforehand.

  • Six-month instalment plan

    Arranged on the partner bank’s side, with nothing added to the price. The bank decides, not us, and we cannot explain a refusal.

  • Invoice for companies

    We issue a VAT invoice and release the goods against a letter of authority. Bank transfer only; picking starts once the money arrives.

Things to know about paying

  • Cards issued outside Russia are not accepted; they simply decline.
  • In Moscow you can pay the courier instead of paying up front. Elsewhere in Russia it is prepayment only.
  • The receipt goes in the box with the order; if it goes missing we will print another from the order number.
  • There is no loyalty scheme, no points and no accumulating discounts: the price on the site is the price.

Warranty

We handle warranty claims ourselves: there is no need to take the device to the manufacturer or hunt down a service centre.

  • The warranty term differs by product and is stated on the product card.
  • The warranty runs from the day the order was received. You do not need the receipt — the order number is enough, and we have the rest.
  • A battery is a consumable: it is covered for twelve months even on products with a longer term.
  • The warranty does not cover physical damage, liquid ingress or signs of a repair attempted elsewhere.
  • You are not obliged to keep the box, though a claim moves faster when you have it.

Making a warranty claim

  1. Send us the order number in the chat and say what the device is doing. Describe it in your own words; we are not asking you to diagnose it.
  2. Bring the device to any of our counters, ideally complete with its charger, cable and box.
  3. We pass it to an authorised service centre. Diagnosis takes up to three working days; a repair may legally take up to forty-five.
  4. Track the repair by the same order number, which doubles as the case number. Ask in the chat whenever you want an update.
  5. If it cannot be repaired, we replace it or refund it. Your choice, not ours.

Returns

Returning something is routine, not an argument. There are three cases below; they differ in the deadline and in what we are entitled to check.

Changed your mind

7 days from the day the order arrives

What it covers

Any order placed on the site, phones and laptops included. The clock starts the day you receive it.

Worth knowing

The item must be unused, complete and in its box. A peeled-off screen film is fine; a scratch on the casing is not.

Faulty on arrival

14 days from the day the order arrives

What it covers

The device will not switch on, does not work, or does not do what the specification says it does.

Worth knowing

Within this window the choice is yours: the same model again, a different one with the price adjusted, or your money back. A diagnosis does not change that right.

A fault that shows up later

The product's whole warranty term

What it covers

A serious defect, or the same repair happening twice, at any point within the product’s warranty term.

Worth knowing

Here the service centre looks at it first, and only then does a replacement or a refund follow. It takes longer than in the first two weeks, and we are not going to pretend otherwise.

How to return something

  1. Send the order number in the chat and say what you are returning. “Changed my mind” is a perfectly good reason and a lawful one.
  2. Bring it to any of our counters, or hand it to the courier who comes for it — in Moscow we collect it ourselves, free.
  3. The paperwork is filled in on the spot, or by the courier. Nothing needs printing in advance.

When the money comes back

  • The money goes back the way it came: to a card in up to ten working days, which is the bank’s part, and over SBP usually the same day.
  • We refund the delivery fee when the item was faulty. If you simply changed your mind the fee stays with us, though collection within Moscow is still free.

What cannot be returned

  • Anything without its box and contents — charger, cable, paperwork.
  • Anything damaged after it arrived. Check it on the doorstep; that is why the courier waits.
  • In-ear headphones once the hygiene seal is broken, for the obvious reason.
  • Anything bought somewhere else. It sounds obvious; we are asked all the same.

When something goes wrong

When something goes wrong — the courier never showed up, the wrong thing arrived, the device died on day two — write in the chat. There is no “right department” to find: it is one conversation, and people read it.

  1. Give us the order number. It shows us where the order is, how it was paid for and what has happened to it.
  2. Tell us what happened, in a sentence or two. A photo helps if something is damaged.
  3. The answer comes back in the same conversation. There is no personal account manager here, but everything about your order stays in one thread and nothing is lost in a handover.

What we do about it

  • A late order: we move it to the next available slot and refund the delivery fee, even if the goods did eventually arrive.
  • The wrong item: we take it back and bring the right one at our expense — you do not have to file a return for it.
  • Damage in transit: refuse the parcel at the door. That is our failure, not a warranty case, and the replacement costs you nothing.
  • A device that fails in the first fortnight: that is not a repair job. It is a replacement or a refund, whichever you pick.
  • If we got the price or the description wrong, you pay the price you saw at checkout.

What we do not do

  • We do not send restock alerts and we do not run mailing lists. Ask in the chat and we will tell you where the batch is and what we are waiting for.
  • We do not put things aside unpaid: "hold it until this evening" is not something we can do.
  • We do not repair anything ourselves. There is no service centre of ours: we take the device in, pass it to an authorised one and keep an eye on the deadlines.
  • We do not make house calls: no installation, no setup, no wall mounting and no taking the old device away.
  • We do not sell used, ex-display or refurbished stock. Everything is new and factory-sealed.
  • There is no loyalty programme, no points, no accumulating discounts, and no promo code in exchange for a subscription.

Common questions

  • How do I find out where my order is?

    Give us the order number in the chat — the four digits on your order confirmation. You will get back the status, the delivery method and when to expect it. The order number stands in for the receipt and for any other proof.

  • Can I change or cancel an order?

    While the order is accepted or being picked, yes — just say so in the chat. Once it has gone out with a courier it cannot be cancelled, but you can refuse it at the door, which comes to the same thing and costs nothing.

  • Can I check the item when it arrives?

    Not only can you, you should. Unpack it, switch it on, look at the screen — the courier is required to wait. If it is wrong or damaged, refuse it there: you pay nothing, and anything prepaid goes back the way it came.

  • I have lost the receipt — what about the warranty?

    Nothing to worry about. The order is in our system, so the number is enough — it tells us what you bought and when. We can print a fresh receipt if you need one.

  • Is this grey-market stock?

    No. We are an authorised seller for Trevori, Kaven and Ondo in Russia: it is the manufacturer’s warranty, not a shop promise. Stock firmware, no relabelled region.

  • Will you help move my data from my old phone?

    Yes — the counters do it free of charge and it takes about twenty minutes. Bring the old phone and your account password. We do not do this at your home.

  • What does “Arriving soon” mean?

    It is not in the warehouse, but a batch is on the way. You cannot order it yet, and we do not send restock alerts — we have no mailing lists at all. Ask in the chat and we will tell you what we are waiting for, and when, if we know.

  • It arrived damaged — what now?

    Do not accept it: hand it back to the courier and send us the order number in the chat. This is neither a return nor a warranty claim, it is our mistake, and the replacement comes at our expense. If you only opened the box at home, photograph the damage before switching anything on.

These are the general rules. What is happening to one particular order shows up under its number — look up an order.

Got a question?

Tap the chat bubble in the corner and ask about stock, delivery, the warranty or one particular order. We answer right away, in the same window.