Refund policy

Shop with Confidence

We want every customer to feel confident when purchasing from us.

Each device is inspected before shipment and matched with its listed model, storage capacity, condition grade and order details. Because our phones are pre-owned, minor signs of previous use may be present and will vary according to the condition grade shown on the product page.

This Returns & Warranty Policy explains how returns, refunds, exchanges and warranty claims are handled.

Returns & Warranty at a Glance

Return Request Period: Within 14 calendar days after delivery
Used Device Warranty: 90-day limited hardware warranty
Electronic Accessory Warranty: 30-day limited warranty
Return Authorization: Required before sending any item back
Refund Method: Original payment method
Device Verification: IMEI and serial number will be checked
Mandatory Consumer Rights: Remain fully applicable

The return period begins on the date the carrier records the order as delivered.

14-Day Return Request Period

You may request an eligible return within 14 calendar days after delivery.

To meet the return deadline, you must contact us before the 14-day period expires.

After your return request has been approved, the product must normally be shipped back within 14 calendar days, unless we provide a different deadline or applicable law requires otherwise.

A return request does not automatically mean that the return or refund has been approved. The returned product must first meet the applicable eligibility requirements and pass inspection.

Return Eligibility

To qualify for a return, the product must:

  • Be the same product that was originally shipped.
  • Have an IMEI or serial number matching our order and inspection records.
  • Be returned in substantially the same condition in which it was delivered.
  • Have no new cracks, dents, liquid damage or other customer-caused damage.
  • Include all accessories, cables, chargers, gifts and other items originally supplied.
  • Be returned without any SIM card or memory card.
  • Be signed out of all Apple, Google, Samsung, Huawei or other user accounts.
  • Have Find My iPhone, Activation Lock, Factory Reset Protection and similar security locks disabled.
  • Be free of passwords, screen locks and account restrictions.
  • Be securely packaged for return transportation.

Reasonable handling for the purpose of inspecting the product is permitted.

When a product has been used beyond what is reasonably necessary to inspect it, or has suffered new damage, missing parts or a reduction in value, an appropriate deduction may be made from the refund where permitted by applicable law.

Used Device Condition

Our phones are pre-owned products.

Minor cosmetic variations that are consistent with the condition grade shown on the product page are not considered defects. These may include:

  • Light scratches.
  • Minor frame marks.
  • Small signs of previous handling.
  • Normal wear around buttons or charging ports.
  • Cosmetic wear consistent with the listed grade.

A return or warranty claim cannot be based solely on cosmetic wear that was clearly disclosed, photographed or reasonably consistent with the purchased condition grade.

However, this does not apply when the product is materially different from its description or when a significant undisclosed defect is present.

How to Request a Return

Before sending any product back, contact our customer service team.

Please provide:

  • Your order number.
  • The name and email address used for the order.
  • The product model.
  • The IMEI or serial number.
  • The reason for the return.
  • Clear photos or video when the product is damaged, defective or different from the description.
  • Any additional information reasonably required to review the request.

After reviewing the request, we will provide:

  • Return approval or further troubleshooting instructions.
  • The correct return address.
  • Packaging instructions.
  • Any required return reference or authorization information.
  • Available shipping instructions.

Do not return the product to the sender address printed on the original package unless we specifically confirm that address in writing. The sender address may belong to a carrier, logistics partner or temporary processing location and may not be able to receive returns.

Change-of-Mind Returns

A change-of-mind return includes situations where:

  • The customer no longer wants the product.
  • The wrong model, color or storage capacity was selected by the customer.
  • The customer did not check carrier, SIM, eSIM or network compatibility.
  • The customer expected a different cosmetic condition despite receiving the listed condition grade.
  • The product is no longer needed.

For an approved change-of-mind return:

  • The customer is normally responsible for return shipping costs.
  • The return must use a trackable shipping service.
  • The customer is responsible for secure return packaging.
  • Expedited or premium outbound shipping charges may not be refundable.
  • Import duties, customs fees and third-party charges may not be refundable by us.
  • Any refund remains subject to return inspection.

Original standard delivery charges will be refunded when required by applicable law.

Defective, Incorrect or Not-as-Described Products

Please contact us promptly when a product:

  • Arrives damaged.
  • Does not power on.
  • Has a significant undisclosed hardware defect.
  • Is materially different from the product description.
  • Is a different model, storage capacity or item from the one ordered.
  • Has an IMEI, network lock or activation issue that existed before delivery and contradicts the product description.

Please include clear photos or video showing the issue.

We may ask you to complete reasonable troubleshooting steps before approving the return. Troubleshooting helps identify whether the issue is caused by hardware, software, settings, accessories, the mobile network or another correctable condition.

When we confirm that the product is defective, incorrect or materially not as described, we will provide an appropriate solution and, where applicable, cover or reimburse reasonable pre-approved standard return shipping costs.

Do not arrange expensive, express or unauthorized return shipping without our written approval.

Return Shipping

All returns must use a trackable shipping method.

Please:

  • Use suitable protective packaging.
  • Place the device in a protective sleeve or inner box.
  • Protect the screen, camera and body from movement or impact.
  • Do not place loose accessories directly against the device.
  • Keep the shipping receipt.
  • Keep the tracking number.
  • Follow any customs declaration instructions provided by us.

We are not responsible for return damage caused by inadequate packaging arranged by the customer.

Packages sent using cash-on-delivery, freight-collect or another service requiring us to pay unapproved charges upon arrival may be refused.

Return Inspection

All returned products are inspected before a refund, exchange or warranty remedy is completed.

The inspection may include:

  • IMEI and serial-number verification.
  • Comparison with pre-shipment inspection records.
  • Cosmetic condition review.
  • Display and touchscreen testing.
  • Camera, microphone and speaker testing.
  • Charging and battery-function testing.
  • Button, port and connectivity testing.
  • Activation-lock and account-status checks.
  • Checking whether parts or accessories are missing.
  • Checking for impact, liquid or improper repair damage.

Inspection normally begins after the returned package has been received.

We may contact you when additional information is required.

Refunds

After an eligible return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method.

Refund processing normally takes 5–10 business days after inspection, or within any shorter period required by applicable law.

After we issue the refund, your bank, card issuer, PayPal or payment provider may require additional processing time before the funds appear in your account.

We cannot normally issue a refund to:

  • A different bank account.
  • A different payment card.
  • Another person.
  • A payment method that was not used for the original order.

Currency-conversion differences, bank charges and payment-provider exchange rates are controlled by third parties and may not be recoverable from us.

Possible Refund Deductions

Where permitted by applicable law, a refund may be reduced when the returned product:

  • Has new scratches, cracks, dents or other damage.
  • Has been exposed to liquid or excessive moisture.
  • Is missing accessories or included items.
  • Has an account lock or activation lock that has not been removed.
  • Has been altered beyond reasonable inspection.
  • Has been improperly repaired or modified.
  • Has a different IMEI or serial number.
  • Has suffered a measurable reduction in value after delivery.
  • Was returned because of an incorrect or incomplete customer address.
  • Generated non-recoverable return, customs or carrier charges due to customer action.

Any deduction will be based on the actual condition, missing components or documented loss in value rather than an automatic fixed fee, except where a separately disclosed fee is legally permitted.

Exchanges

When an exchange is approved, the replacement will depend on available inventory.

Because our phones are pre-owned, an identical replacement with exactly the same cosmetic marks may not be available.

A replacement may be:

  • The same model, storage capacity and condition grade.
  • A comparable device of similar value.
  • A different color when the original color is unavailable, with customer approval.
  • Another solution agreed with the customer.

Any price difference will be communicated before the exchange is completed.

We do not normally send an advance replacement before receiving and verifying the original product unless this has been separately agreed in writing.

Limited Warranty

90-Day Used Device Warranty

Unless a longer warranty period is clearly stated on the product page or order confirmation, used phones purchased from us include a 90-day limited hardware warranty.

The warranty begins on the date the product is delivered according to carrier tracking.

This warranty is provided by us as the seller. Unless expressly stated otherwise, it is not a manufacturer’s warranty.

Electronic Accessory Warranty

Unless otherwise stated:

  • Electronic accessories purchased separately include a 30-day limited warranty.
  • Non-electronic accessories are covered for defects present at delivery and by any applicable mandatory consumer rights.
  • Complimentary accessories and promotional gifts are covered for defects present at delivery but may not have a separate replacement value.

The warranty period begins on the delivery date.

What the Limited Warranty Covers

The limited warranty covers material hardware defects that:

  • Were not disclosed before purchase.
  • Are not consistent with the advertised condition grade.
  • Occur during normal intended use.
  • Are not caused by an excluded event.

Depending on the device and product description, covered hardware may include:

  • Power-on functionality.
  • Display operation.
  • Touchscreen operation.
  • Physical buttons.
  • Charging port functionality.
  • Cameras.
  • Microphones.
  • Speakers.
  • Wi-Fi and Bluetooth hardware.
  • Cellular hardware.
  • Biometric hardware when specifically listed as functional.
  • Other hardware functions specifically described on the product page.

A function is not covered when the product page clearly states that the function is unavailable, impaired or not included.

Battery Coverage

Rechargeable batteries are consumable components and naturally lose capacity over time.

Where battery-health information is available, we aim to disclose an estimated battery-health range or condition before purchase.

The limited warranty may cover a battery when:

  • The device cannot charge because of a confirmed battery defect.
  • The device cannot remain powered on under normal use because of a confirmed battery defect.
  • The battery condition at delivery is materially below the range stated on the product page.
  • The battery is swollen or presents a confirmed safety issue not caused by customer damage.

The limited warranty does not normally cover:

  • Gradual battery-capacity reduction during normal use.
  • Changes in battery-health percentage after software recalibration.
  • Increased charging cycles after delivery.
  • Reduced runtime caused by settings, signal strength, applications or usage patterns.
  • Normal differences between a used battery and a new battery.
  • Battery damage caused by incompatible chargers, heat, liquid, impact or improper repair.

Nothing in this section limits mandatory rights relating to a battery that was defective or materially misdescribed when supplied.

What the Limited Warranty Does Not Cover

The limited warranty does not cover damage or problems caused by:

  • Drops, impacts, crushing or bending.
  • Cracked screens or back glass occurring after delivery.
  • Liquid, moisture, steam or corrosion.
  • Fire, excessive heat or extreme cold.
  • Misuse, neglect or improper storage.
  • Incorrect installation or handling.
  • Incompatible or defective third-party chargers and accessories.
  • Electrical surges or unstable power sources.
  • Improper repair, modification or replacement parts.
  • Damage caused by opening or servicing the product.
  • Rooting, jailbreaking or unauthorized system modification.
  • Malware, third-party applications or customer-installed software.
  • Forgotten passwords or lost account credentials.
  • Apple ID, Google, Samsung, Huawei or other customer account locks.
  • SIM-card, carrier-account or mobile-service problems.
  • Local network shutdowns or unsupported frequency bands.
  • Loss, theft or confiscation.
  • Normal cosmetic wear.
  • Cosmetic marks disclosed before purchase.
  • Normal battery degradation.
  • Damage occurring during a customer-arranged return because of inadequate packaging.

A third-party repair does not automatically cancel all rights. However, damage caused by an improper repair, modification or replacement part is not covered.

Water Resistance

Water resistance is not guaranteed for pre-owned devices unless it is expressly confirmed in writing on the product page.

Original seals can weaken because of:

  • Age.
  • Previous use.
  • Impact.
  • Temperature changes.
  • Battery or screen replacement.
  • Previous repair or servicing.

Liquid damage is therefore not covered unless applicable law requires otherwise or evidence shows that the relevant defect existed before delivery.

Customers should not intentionally expose a pre-owned device to water or other liquids.

Mobile Network and Carrier Compatibility

Customers are responsible for confirming that the selected model supports their:

  • Country.
  • Mobile carrier.
  • SIM-card type.
  • eSIM requirements.
  • Network frequencies.
  • 4G or 5G services.
  • Carrier activation policies.

We will accurately describe the known lock or unlocked status of the device.

A warranty claim may be valid when the device was materially misdescribed as unlocked or compatible. However, the warranty does not cover incompatibility resulting from local carrier policies, unsupported frequency bands or customer account restrictions when compatibility was not expressly confirmed by us in writing.

Software and Manufacturer Support

We do not control:

  • Manufacturer software updates.
  • Operating-system availability.
  • Application compatibility.
  • Third-party services.
  • Cloud services.
  • Manufacturer account policies.
  • Future mobile-network changes.

A manufacturer may stop providing software or security updates for an older model.

The lack of a future update or the incompatibility of a third-party application is not normally considered a hardware defect unless the product was specifically represented as supporting that feature.

Warranty Claim Process

To make a warranty claim, contact us during the applicable warranty period and provide:

  • Order number.
  • Product model.
  • IMEI or serial number.
  • Description of the problem.
  • Photos or video showing the issue.
  • Relevant screenshots or error messages.
  • Troubleshooting information requested by our support team.

We may ask you to:

  • Restart or reset the device.
  • Test a different cable, charger, SIM card or network.
  • Install an available software update.
  • Remove third-party applications.
  • Complete another reasonable diagnostic step.

Do not arrange a repair or send the product back before receiving written instructions.

Warranty Remedies

After reviewing and verifying a valid warranty claim, we may provide one of the following remedies:

  • Troubleshooting assistance.
  • Repair.
  • Replacement.
  • Partial refund.
  • Full refund.

The appropriate remedy depends on:

  • The nature of the defect.
  • Repair feasibility.
  • Parts availability.
  • Replacement inventory.
  • Product value.
  • Applicable consumer law.

Where permitted by law, we may first attempt repair or replacement before offering a refund.

A replacement device may have comparable specifications and the same condition grade but may not have identical cosmetic marks.

Any repaired or replacement product will remain covered for the remainder of the original warranty period or any longer period required by applicable law.

Warranty Return Shipping

For a verified warranty issue, incorrect product or material misdescription, we will provide reasonable return instructions.

We may:

  • Provide a prepaid return label where available.
  • Reimburse a reasonable pre-approved standard shipping amount.
  • Arrange another appropriate return method.

Do not use an expensive express service without written approval.

When inspection confirms that no covered defect is present, or that the issue resulted from excluded damage or customer misuse, the customer may be responsible for return and reshipping costs where permitted by applicable law.

Shipping Damage or Wrong Product

When a package arrives visibly damaged or contains the wrong product, contact us promptly, ideally within 48 hours after delivery.

Please keep:

  • The outer shipping box.
  • All internal packaging.
  • The shipping label.
  • The product and all accessories.

Please provide clear photos or video of:

  • The unopened package where possible.
  • The outer box.
  • The shipping label.
  • The internal packaging.
  • The product condition.
  • The IMEI or serial number.

Prompt reporting helps us preserve evidence and submit a carrier claim. The recommended reporting period does not remove any mandatory consumer rights.

Personal Data and Account Removal

Customers are responsible for backing up personal data before returning a device.

Before sending a device back, you must:

  • Remove all SIM cards and memory cards.
  • Sign out of all user accounts.
  • Disable Find My iPhone or similar tracking services.
  • Remove Apple Activation Lock.
  • Remove Google Factory Reset Protection.
  • Remove screen locks and passwords.
  • Factory-reset the device after backing up your data.

We may erase or factory-reset any returned device during inspection or repair.

We are not responsible for personal information, photographs, files, messages, cryptocurrency wallets, authentication codes or other data left on a returned product, except where liability cannot legally be excluded.

Unauthorised Returns

Products returned without approval may:

  • Be delayed.
  • Be delivered to the wrong location.
  • Be refused by a logistics facility.
  • Require additional handling or transportation.
  • Be returned to the sender.

We cannot guarantee processing of a package sent to an unconfirmed address.

Always contact us and obtain return instructions before shipping a product back.

International Returns and Customs

For international returns, customers must follow the customs instructions provided by our support team.

The package should be accurately declared as returned merchandise where legally appropriate.

Additional customs charges caused by:

  • An incorrect declaration.
  • An overstated value.
  • Missing return documentation.
  • Failure to follow provided instructions.

may be deducted from an eligible refund where permitted by law.

Import duties and taxes originally paid to a government or customs authority may need to be reclaimed directly from that authority and may not be refundable by us.

IMEI, Serial Number and Fraud Prevention

We record identifying and condition information before shipment.

Every returned device may be checked against:

  • IMEI records.
  • Serial-number records.
  • Product photographs.
  • Inspection reports.
  • Security markings.
  • Order records.

We may reject a return or withhold the affected portion of a refund when:

  • A different device is returned.
  • The IMEI or serial number does not match.
  • Internal parts have been removed or exchanged.
  • Counterfeit or unrelated accessories are substituted.
  • The returned package is empty.
  • There is evidence of return fraud.

Suspected fraud may be reported to the payment provider, carrier or appropriate authorities.

This does not affect legitimate consumer claims.

Final-Sale and Promotional Products

Products clearly marked as Final Sale may not qualify for change-of-mind returns where permitted by applicable law.

However, a final-sale designation does not remove rights relating to products that:

  • Are defective.
  • Are materially not as described.
  • Are incorrect.
  • Cannot legally be excluded from return under applicable law.

Free gifts and promotional items must be returned with the main product when the order is refunded in full. When a gift is not returned, its disclosed or reasonable value may be deducted where permitted by law.

Contact Us

To request a return, refund, exchange or warranty review, contact us before sending the product.

Email:
info@usedphone.ltd

WhatsApp:
+852 6011 4060

Please include your order number and product IMEI or serial number when available.

Important Consumer Rights Notice

This policy provides our standard return and limited-warranty terms.

Nothing in this policy excludes, restricts or replaces consumer rights that cannot legally be excluded under the laws applicable to the customer or transaction.

When mandatory consumer law provides stronger or longer protection than this policy, the mandatory legal protection will apply.