Collection: Return and Refund Policy
To initiate a return, ensure that your item remains in its original unused condition, unless there is a manufacturer defect. Please proceed with the return within 7 working days of your purchase.
In the event of receiving a damaged or defective product beyond our control, we offer a replacement at no additional cost. Customers are kindly requested to reach out to our customer care service team at +97156 506 9120 to facilitate the return process.
For any issues with the device, customers are required to send it to our Dubai office at
Super Click Trading LLC
, Deira Dubai, UAE. Alternatively, we can arrange pickup and drop-off through our courier partner for AED150, excluding any service or repair charges.
Conditions for Return:
- Kindly inform us of any Damaged or Defective products within 2-3 hours of delivery. Make a video and share with us as soon as the damage is seen
- Ensure that the products/items remain unused.
- Return the products in their original packaging, including original price tags, labels, and invoices.
- Pack the return packets securely to prevent any further damage during transit.
Exchanges (if applicable):
We only facilitate exchanges for items that are defective or damaged. If you need to exchange such an item for the same product, kindly send an email to support@fonezone.me and dispatch your item to:
Super Click Trading LLC
, Riyadh Saudi Arabia
Telephone: +966 570320747
Gifts:
If the item was marked as a gift during purchase and directly shipped to you, you will receive a gift credit equivalent to the value of your return. Upon receipt of the returned item, a gift certificate will be dispatched to you.
If the item was not marked as a gift during purchase, or if the gift giver had the order shipped to themselves to present to you later, any refund will be credited to the original payment method, and the gift giver will be informed of the return.
Shipping:
You are responsible for covering the shipping costs for returning your item. Shipping expenses are non-refundable. In the case of a refund, the cost of return shipping will be deducted from your refund amount.
The returned product(s) should be accompanied by the original Sales Invoice for Return and Exchange. Ensure that the product(s) remain unused and unopened, with all original packaging materials, accessories, manuals, registration cards, bundled products, and promotional vouchers.
Return and Exchange Conditions:
- Returns are not applicable if the packaging is incomplete, or the product is damaged or scratched.
- The device must not have an activation/password lock, and any Find My iPhone (FMIP), Find My Mobile (FMM), or Find my Device (FMD) features activated.
- VAT refunds against the Invoice render the return/exchange void.
- Products with minor packaging soiling or opening without defect or use may incur a Restocking Fee of a minimum of 15% or as applicable.
- Dead on arrival (DOA) or products not functioning per operational manual or declared specifications will be exchanged or returned following investigation, which may take up to seven business days.
- Fonezone is not liable for the transfer or loss of data stored in the memory or storage device of returned products.
- Refunds for products purchased via credit/debit card will be issued exclusively to the same card used for the transaction. Service, delivery, and installation charges are non-refundable once executed and acknowledged by the customer.
- Customers are advised to inspect products prior to signing the Proof of Delivery (POD) document and before the departure of the delivery agent. Claims for damaged or broken products accepted upon delivery will not qualify for return, exchange, or warranty coverage.
- Extended warranty or Damage Protection Plans are eligible for return during the manufacturer warranty period.
- Store Management's decisions concerning returns and exchanges are final.
Cancellation:
Complaint Protocol:
In the event of dissatisfaction with a product, Fonezone offers two alternatives:
- If the device is in transit, no commitments can be made until it is received by Fonezone for evaluation.
Under 7 days :-
- If Shipped:
- Refund: Shipping charges (deducted)
- Replacement: Available within 7 days upon receipt in our warehouse. Pickup and drop fee is not included.
Under 7 days :-
- If not yet shipped:
- Refund: total amount of the product.
- Replacement: After the customer selects the desired replacement product.
Note:
- Shipping charges for pickup and drop-off are non-refundable after 7 days of delivery.
- Customer service policy requires removal of all IDs, screen locks or face IDs, accessories, and SIM cards prior to return.
- Products should be safely packaged in their original packaging to prevent damage during transit. Fonezone holds no liability for losses due to damage during shipping.
- Turnaround Time (TAT) for repairs does not include the time required for obtaining device information or customer approval.
Warranty Delivery:
- Fonezone offers free pickup for warranty issues within 7 days. Afterward, pickup and drop charges of 150 SAR are applicable and non-refundable.
- Shipping charges for warranty-covered items are borne by the customer.
- Fonezone is not liable for damages occurring during shipping to our warehouse. Customers must ensure safe packaging of items.
- Customers must provide corresponding accessories to the courier company during pickup, including earphones, batteries, and chargers.
