RETURN AND REFUND POLICY

Thank you for shopping at https://phonesrefurb.com/. If, for any reason, you are not completely satisfied with a purchase, we invite you to review our Return and Exchange Policy.

INTERPRETATION AND DEFINITIONS

The policy defines specific meanings for capitalized words, whether singular or plural.

To clarify the terms of this Return and Exchange Policy, the following definitions apply:

  1. Business Company: “Business Company” refers to Phonesrefurb LTD, located at 71-75 Shelton St, London WC2H 9JQ, referred to as “the Company,” “We,” “Us,” or “Our” in this Policy.
  2. Business Company: “Business Company” refers to Phonesrefurb FZ-LLC located at U.A.E (MEA) ,AL Hamra Industrial Zone-FZ, RAK, U.A.E, referred to as “the Company,” “We,” “Us,” or “Our” in this Policy.
  3. Goods: “Goods” refer to the items offered for sale on our Service.
  4. Orders: “Orders” mean a request by you to purchase Goods from us.
  5. Service: “Service” refers to our website, accessible at https://phonesrefurb.com/.
  6. Website: “Website” refers to our website, accessible at https://phonesrefurb.com/.
  7. You: “You” means the individual accessing or using the Service or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

GENERAL RETURN POLICY

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied contact us and tell us your dissatisfaction and we will offer a compensation or exchange, you can return the product to us within 14 days of delivery for a full refund or exchange. The returned product must be in its original condition with all tags attached.

  1. Our return policy states that products can be returned within 14 days of purchase if they are damaged or not as described. However, certain items such as mobile phone accessories, chargers, free gift items, and Gift Cards are not eligible for return. Please note that in cases of color mismatch, storage mismatch or Ram mismatch, we can only offer compensation. The buyer understands that software issues may occur, if so contact us and we will share a possible software solution. Phonesrefurb does not manufacture items.
  2. To start a return, please contact us through Live Chat or email at info@phonesrefurb.com. We are located at 71-75 Shelton St, London WC2H 9JQ. Before initiating a refund, contact us to explore other solutions. If you purchased from M.E.A region, to start a return contact us BY live chat or email, for MEA we are located at AL Hamra Industrial Zone-FZ, RAK, U.A.E
  3. We do not offer returns or refunds for delivery delays caused by the courier service. Once a tracking number has been issued, our policy does not allow for refunds, and any refund request will be denied during this period. The delivery will be completed. Please note that there are times when an issued tracking number needs updating; we reserve the right to update order tracking if we believe this will ensure successful delivery.
  4. Please refrain from returning any items without obtaining explicit consent from us beforehand. Any items returned without prior consent will not be accepted and will be rejected.
  5. If the item is damaged in transit, kindly contact the courier and let us know if you have contacted the courier regarding the in-transit damage or challenges.

REFUND POLICY

In order to qualify for a refund, the product must be returned within 14 days of purchase. If the buyer or receiver has caused any damage to the product, or if the return is initiated after the 14-day period, then a refund will not be granted.

CANCELLATION POLICY

The following conditions apply to cancellations of orders:

  1. Your order has not shipped within 14 business days
  2. No valid tracking number was provided within 14 business days
  3. To start a cancellation request after 14 business days, contact us by email, live chat.
  4. Cancellation of orders will take 3-5 business days upon request.
  5. If you place an order and decide to cancel your order due to a change of mind, we will charge a 10% restocking fee depending on the currency. It is the buyers responsibility to read and understand our policy.

CONDITIONS FOR REFUND:

  1. To ensure a smooth return process, kindly ensure that the original packaging is included when returning the product. Thank you for your cooperation.
  2. The original tags must be included with the product, if applicable.
  3. To be eligible for a return or exchange, the product needs to be accompanied by a valid receipt or proof of purchase.
  4. Please note that we require confirmation via email.
  5. Provide us detailed descriptions such as images and videos of the item if it is damaged on arrival or defective on arrival.
  6. Your payment is not held by the payment processor
  7. If there’s no dispute filed on your payment, either by the buyer or the payment processor, it’s crucial to note that in cases where a dispute arises through payment platforms like PayPal, the refund process may extend up to 60 days. By engaging in transactions, the buyer or customer acknowledges and agrees that Phonesrefurb won’t bear liability for refunds under these circumstances.
  8. Additionally, it’s important to understand that Phonesrefurb doesn’t function as a payment processor, and any issues or delays related to payment processing are subject to the policies and procedures of the payment platforms used.
  9. If your item has been shipped and valid tracking information IS NOT been provided, a refund will not be approved. To receive a refund, the item must be returned in its original condition, unopened, and accompanied by its original tag.
  10. For defective items upon delivery: Please provide images and videos of the defect. Once confirmed, we will issue a free return label for an exchange. Refunds are not offered for defective items—only exchanges are available. It is essential to notify us within 1-2 business day of receiving the item. Defects occurring in transit are not covered, as we ensure each item is thoroughly inspected before shipping.
  11. Item not as described: Please provide image proof, including the serial number of the delivered item, along with photos of the item and the courier label, and your order tracking details. Return the item back to us for a full refund.
  12. If your item was delivered by a certain courier, the return label will ONLY be provided by the courier. There will be no exception towards this, this ensures we are able to streamline return processes. We use DHL, Aramex, Royal Mail, Yunexpress, UPS, Fedex.

Once we receive your product return, our team will thoroughly inspect and process it. Rest assured, we will issue a refund to your original payment method promptly. Typically, you should see the refund in your account within 3-21 days. However, if you do not see the refund after 21 days, please contact us and your bank immediately. We have everything under control and will make sure you receive your refund as soon as possible. We reserve the right to refund payment in a way see fit or as promptly as possible.

REFUND BY PAYPAL – IF WE OFFER PAYPAL AT ANY POINT

By engaging in transactions through our website, you acknowledge that PhonesRefurb does not function as a payment processor. Consequently, PhonesRefurb reserves the right to cease all communication and terminate any customer relationship in cases where disputes are raised without proper dialogue.

It’s imperative to acknowledge our commitment to promptness: any emails concerning shipping or payment inquiries will be addressed within 1 business day or less.

For payments made via PayPal, it’s agreed that there may be instances where your payment is placed on hold. Any payment under such circumstances will only be refunded after a 21-business day waiting period. Refunds will be initiated if the order remains unshipped or if the item is returned and approved for a refund by our team.

Upon receiving returned items, PhonesRefurb diligently conducts double and triple checks to ensure adherence to our stated policies by every customer.

REFUND BY DEBIT/CREDIT CARD

Refunds issued back to debit or credit cards typically follow a timeline of 7 to 21 business days, contingent upon the processing duration of the card network. We appreciate your understanding and encourage all customers to remain patient and assured while this process unfolds.

REFUND BY BANK / VOLT

We prioritize the security and accuracy of refund transactions to your bank account. To ensure this, we will only proceed with refunds after receiving and verifying the requisite bank details from our customers/buyers. Please note that refunds to your bank account will be processed within a precise timeframe of 30 days from the date of refund initiation.

EXCHANGE POLICY

Customers can exchange products for a different size or color within 7 days as long as the desired variation is in stock. Exchanges requested after 14 days will not be processed.

CONDITIONS FOR EXCHANGE:

  1. To return the product, it is required to use the original packaging.
  2. For product inspection and replacement, kindly send the product back. It is a necessary requirement.
  3. Once we receive your returned items and confirm their condition, we will process your exchanged product.
  4. The Exchange Policy allows for one exchange of the item, provided that all conditions are met.

Please note that items marked as gifts or included in bundles are non-returnable and non-exchangeable.

We will do our best to ensure the item our customer receives is as described or as close to as described, this is in no way a guarantee or warrant that the item will be free of defects due to refurbishment and second-hand items.

HOW TO INITIATE A RETURN

If you have any questions, need clarification, or want to return, exchange, or refund an item, please contact us.

Contact Us:
Email: info@phonesrefurb.com
Phone: 02071939039
Live Chat on our website