Refund policy
At Phonesmark, we are committed to ensuring your satisfaction with our products and prices. Your orders are protected by the following terms:
Registration Terms:
If you input an incorrect shipping address, 99% of the liability falls on you. In case of an error, contact us immediately. Once the order is shipped, we cannot make any address changes.
Cancellation:
Orders can be canceled within 24 hours of payment confirmation for a full refund.
After 24 hours, cancellation is still possible until the order is shipped. Once shipped, modifications or cancellations are not allowed. In such cases, the item(s) must be returned to us upon customer receipt, and a partial refund will be issued, deducting shipping fees. Contact your sales manager for further assistance.
7-Day Return Policy:
If you are unsatisfied with your order within 7 days, you can return it in new condition for a refund, subject to a 35% restocking fee. Spare parts products cannot be returned if installed on a mobile phone and in working condition.
Items Damaged in Transit:
If items are visibly damaged upon receipt, kindly accept the parcel and contact us within 7 working days.
Provide proof, including photos of the front and back sides of the packaging box, photos, videos, or screenshots of the defective item, and documentation of the defect or defective area.
Our sales manager will communicate with you for further information.
Repair Policy in Warranty Period:
Defective purchases within 1 year of receipt are eligible for warranty repair.
Provide proof, such as pictures or videos, to show the product's current defect.
After confirmation from us, you can send the items back for repair.
Note: It is your responsibility to record and erase all personal information from any returned items. Phonesmark is not liable for any personal information left on a device.
For detailed information on our repair policy, please refer to the chart below.
[Chart: Detailed Repair Policy]
If you have any questions or need further clarification, please contact our customer service. We appreciate your trust in Phonesmark.
| Type of repair | Applicable charges (Buyer) | What to do |
| Refundable Situation | ||
| 1. Incorrect Item Received. Unused condition; Please follow the warranty process and contact our Support Center and return within 7 days of the order being received; No damaged or defective on product acceptable. (Need send back all parts) | Customers must pay the shipping fees for returning | Return your defective Phonesmark items, free of damage and in its original condition, please log a return here:
Tips: Recommend to send it by Post to avoid customs clearance delay,thanks |
| Discount deal Situation | ||
| 1. Ordered product with mistake, no damaged or defective on product acceptable. .(Need send back all parts) | ||
| 2. Only Sim card can not be recognized in local, No damaged or defective on product is acceptable.(Need send back all parts) | ||
| Repairable, Non Refundable Situation | ||
| 1. Artificial factor 1）Disassembly 2）Misuse,unofficial firmware or software modifications or any others causes of damage are not covered; 3）Drops or falls 4）Water damage: Being dropped in water; Rain, fog or mist droplets ; Spilling liquid on the phone 5）Other Man-made damage |
Return shipping fees; Reship fees; Repair cost | The Phonesmark Shop will send your items for repairing and will provide you with an estimate for additional costs when repairing |
| 2. Any scratch or damage on packaging and appearance. | ||
| 3. Any scratch or damage on the screen and motherboard, or other unauthorised third-party repairs. | ||
| 4. Packages and accessories were not included when send back. | ||
| 5. Has been discontinued and that has used more than a month. | ||
| Non Repairable, Non Refundable Situation | ||
| 1. Not order from us. | ||
| 2. Expired warranty or issues not covered by the Manufacturer’s Warranty. | ||
| Other warranty and return policy for special product will be provided in product catalogue, please read the following Product Warranty Terms and Conditions key note carefully. |
