RETURN AND REFUND POLICY

INTERPRETATION AND DEFINITIONS

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.

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.

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.

Goods: “Goods” refer to the items offered for sale on our Service.

Orders: “Orders” mean a request by you to purchase Goods from us.

Service: "Service" refers to our website, accessible at https://phonesrefurb.com/

Website: “Website” refers to our website, accessible at https://phonesrefurb.com/.

You: "You" refers to the individual accessing or using the Service, or the company or other legal entity on whose behalf that individual is accessing or using the Service, as applicable.

INTERPRETATION AND DEFINITIONS

We want you to be 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 an exchange, our refund is solely based on the state and condition of the item you “the buyer receive”. The returned product must be in its original condition with all tags attached.

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, battery percentage difference, 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.

To start a return, please contact us through Live Chat or email at [email protected]. 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

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.

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.

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.

Refunds will be done only through the Original Mode of Payment, unless explicitly agreed and stated or signed for by you.

For items that are new and come with the manufacturer’s seal, refunds are not eligible. Such items are ONLY eligible for exchange or upgrades instead.

CANCELLATION POLICY

The following conditions apply to cancellations of orders:

Your order has not shipped within 14 business days

No valid tracking number was provided within 14 business days

To start a cancellation request after 14 business days, contact us by email.

Cancellation of orders will take 3-5 business days upon request.

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:

  • To ensure a smooth return process, kindly ensure that the original packaging is included when returning the product. Thank you for your cooperation.
  • The original tags must be included with the product, if applicable.
  • To be eligible for a return or exchange, the product needs to be accompanied by a valid receipt or proof of purchase.
  • The item must be returned in the condition it was received, packed and properly handled by the customer sent back to Phonesrefurb LTD / Phonesrefurb FZ LLC / Phonesrefurb.com
  • The returned item must not be damaged when sending back to us (Provide proof of packing/handling before handing it over to the courier), A video and image proof is required.
  • For items that are new and come with the manufacturer’s seal, refunds are strictly not eligible. Such items are eligible for exchange or upgrades instead. By purchasing from us, you agree to and acknowledge that you have read these conditions.
  • Please note that we require confirmation via email.
  • Provide us detailed descriptions such as images and videos of the item if it is damaged on arrival or defective on arrival.
  • Your payment is not held by the payment processor (on hold payments).
  • If no dispute is filed regarding your payment, your account will remain in good standing. However, if a dispute is raised, we may temporarily suspend your account and restrict access until the dispute is fully resolved. This measure is in place to protect the integrity of our platform and all parties involved. Please note that dispute resolution may take up to 180 days, depending on the nature of the claim and third-party payment processors’ timelines. In the event that we incur legal costs due to a dispute initiated by you, you may be held responsible for reasonable fees and expenses, as permitted by law. We encourage all users to communicate clearly and promptly to avoid unnecessary disputes.
  • 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.
  • 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.
  • In the event of defective items being delivered: 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; exchanges are available. We kindly ask you to notify us within 1-2 business days of receiving the item. Please note that defects occurring in transit are not covered, as we ensure each item is thoroughly inspected before shipping.
  • Item not as described: You must provide image proof. This must include the serial number of the delivered item, photos of the item and the courier label, and your order tracking details. Return the item to us and we will issue a full refund.
  • Brand-new items (manufacturer-sealed): In order to meet customer demand, some products may be shipped as brand-new items with the original manufacturer's seal intact. In order to qualify for a return or refund, it is essential that the manufacturer's seal remains unbroken and intact. In the event of damage to the seal, please note that the item will not be eligible for a full refund. In such cases, a restocking fee of up to 50% of the item's value may apply, depending on the condition and resale eligibility of the item. This policy is designed to ensure the authenticity and quality of our products for all customers.
  • If an item is delivered by a specific courier, the return label will be provided by that same courier. This is a standard procedure that will not be subject to exception. This approach is adopted to ensure the streamlining of return processes. We work with renowned logistics providers such as DHL, Aramex, Royal Mail, Yunexpress, UPS and Fedex.

Upon receipt of your product return, our team will conduct a thorough inspection and process it accordingly. Please be advised that we will process the refund to your original payment method in a timely manner. The refund should be visible in your account within 3-21 days. However, should the refund not be visible after 21 days, please contact us and your bank without delay. Rest assured that we are in control of the situation and will ensure that you receive your refund as soon as possible. We reserve the right to process a refund in a manner that we deem appropriate or as promptly as possible.

REFUND BY DEBIT/CREDIT CARD

Refunds issued back to debit or credit cards usually take between 7 and 21 business days to be processed, depending on the card network. We thank you for your patience and understanding during this process.

REFUND BY BANK

We prioritise 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. Refunds to your bank account will be processed within 30 days of the refund being initiated.

EXCHANGE POLICY

Should customers wish to exchange a product for a different size or colour, this can be facilitated within seven days, provided that the desired variation is in stock. Exchanges requested after 14 days will not be processed.

To return the product, it is required to use the original packaging.

In the event that a new item is found to have had its seal broken, we will be unable to offer an exchange. In such cases, we regret to inform you that a refund will not be possible.

For inspection and replacement, please return the product to us. It is a mandatory requirement.

Upon receiving your returned items and verifying their condition, the process of exchange for the product will be initiated.

In accordance with the Exchange Policy provisions, the client may exchange the item once, on the basis that all stipulated conditions have been fulfilled.

CONDITIONS FOR EXCHANGE:

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.

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 or require clarification on our returns policy, or if you wish to return, exchange or receive a refund for an item, please contact us.

Contact Us:
Email: [email protected]
Phone: 02071939039