Customer support
Return & Refund Policy
Clear eligibility, return, exchange and refund terms for purchases from PurePhonez.
Effective date: 15 August 2026
7 daysEligible return request window
2–3 business daysInspection after we receive the item
5–7 business daysApproved refund processing time
1. Return eligibility
Contact PurePhonez within 7 calendar days of delivery or collection if an eligible issue applies.
New smartphones
- Eligible when the wrong item was supplied, the item arrived damaged, it was dead on arrival, or a defect is verified during inspection.
- An opened, activated or registered phone is not returnable for change of mind.
Used smartphones
- Eligible for an undisclosed material defect or a material mismatch with the product listing.
- Cosmetic marks, battery condition or other details clearly disclosed before purchase are not return reasons.
Accessories
- Wrong, damaged or verified defective accessories may be returned within the 7-day window.
- A change-of-mind return is considered only when the accessory is unopened, unused and in resalable condition.
2. Item condition requirements
To protect both the customer and PurePhonez, the returned item must include:
- The original box, supplied accessories and proof of purchase.
- A matching IMEI or serial number.
- No new physical damage, liquid damage, misuse, unauthorized repair or tampering.
- All personal accounts and screen locks removed, with the device factory-reset where applicable.
PurePhonez may decline a return when these conditions are not met or the reported issue cannot be verified.
3. How to request a return
- Call 0316-2984076 or message us on WhatsApp.
- Provide your order number, product name, reason for return, photos or video of the issue, and IMEI or serial number where applicable.
- Wait for return authorization and the return instructions before sending the item.
- Pack the complete item securely and send or bring it to the location shared by our support team.
Unapproved parcels may be refused. Please do not send a return to an address until our team confirms the return instructions.
4. Inspection, exchange and refund
- Inspection normally takes 2–3 business days after PurePhonez receives the complete returned item.
- If approved, an exchange is subject to stock availability. If a suitable replacement is unavailable, an eligible refund will be offered.
- Approved refunds are normally processed within 5–7 business days after inspection. The time for funds to appear may depend on the payment provider.
- Cash-on-delivery refunds are arranged through a traceable payment method agreed with the customer.
- PurePhonez does not charge a restocking fee for an approved return.
5. Return shipping
- For a wrong item, transit damage or verified defect, PurePhonez will arrange or reimburse reasonable return delivery after approval.
- For an accepted change-of-mind accessory return, the customer pays the return delivery cost.
- Original delivery charges are refundable only when the return results from a PurePhonez error or a verified product issue.
6. Cancellations and warranty
- An order may be cancelled before dispatch by contacting PurePhonez promptly. After dispatch, the applicable return rules apply.
- This return policy is separate from any manufacturer, checking or shop warranty shown on the product listing or invoice.
- Warranty coverage and duration remain product-specific. A warranty claim after the return window follows the warranty terms supplied with that product.
Questions or return support
Contact us before returning an item so we can review the request and provide the correct instructions.
Support hours: Monday–Saturday, 2:00 PM–10:30 PM.