logo

Returns Policy

Returns Eligibility

Most items may be returned for any reason within 7 days from the date of arrival. Eligible items are classified as either Faulty, Non-Faulty (Change-of-Mind), or Damaged On Arrival (DOA) returns.

Faulty Returns

If the goods are found to be faulty within 7 days, customers are entitled to either a full refund or replacement. Chinese Phone Guy will cover round-trip shipping on Faulty returns.

Non-Faulty (Change-of-Mind) Returns

If you want to return the goods due to change of mind within the 7-day period, there will be an admin fee minimum US$70.00 or 4.5% and various shipping charges will not be refunded. Also, the buyer is responsible for the return postage.

Please note that returns should be in AS NEW CONDITION with FULL PACKING and DOCUMENTATION. If the goods are not in AS NEW condition or missing any packaging or damaged packaging, we reserve the right to refuse refund or an extra restocking fee of up to 50% will be charged depending on the condition of the returned goods. Return postage costs will not be refunded.

Shipping Errors, Wrong Items, & Damaged On Arrival Items

If your goods arrive defective or in a damaged state, or the item you receive does not match what you ordered, please email customer service with your order number and a brief explanation of the situation. Minor denting or damage to the product box or packaging does not qualify for DOA returns. You will be emailed the steps for completing a return or exchange.

Claims for damage, delivery discrepancy etc. should be made within 12 hours of delivery — claims will not be accepted after this time.

Exceptions

Please note that due to the product nature, some items are ineligible for change of mind returns. These include:

  • Any products that have been personalized or customized
  • Special order items, unless agreed upon with a sales representative
  • Items missing their original serial number, IMEI, and/or UPC/EAN code
  • Any product with a "change-of-mind returns ineligible" disclaimer listed on the web page

Accessories

Accessories including (but not limited to) cases, covers, screen protectors, cables, and batteries are entitled only to 7-Day DOA replacement and are not eligible for change-of-mind returns.

Additional Returns Info

Please contact our Customer Service team for assistance with returns.

  • Products should be returned in their original packaging with all documentation, accessories, battery, stylus, cable, headset etc. enclosed in the initial shipment.
  • We must test all returned products before we can issue a refund or exchange. Replacement items cannot be sent until the original item has been returned and inspected.

Personal Information

When you return your device, you will need to make sure that it is unlocked and free of security software that might prevent us from being able to access it. If the device is locked or disabled when you return it, we may have to charge you the full cost of the device and/or not process a repair/refund (if applicable).

Note: If you are not able to unlock or deactivate your device, please let us know before returning.

Please be sure that your device is restored to its factory settings without any personal data remaining prior to return. We will not be responsible for any use or disclosure of any data that is on the returned device during the assessment and repair process.

Fees & Order Cancellation

Order is not shipped out / Pre-order:

We will deduct a payment gateway transaction fee (5% of original payment) if you cancel an order because you changed your mind or ordered the wrong product. You are required to submit your request to us through our contact form.

Order is shipped out:

We will refund the payment when you have returned the product (in the original box). Please note we only refund the cost of the products. The shipping cost and the payment gateway transaction fee (5% of orignal payment) will be deducted.

Refund will be processed through our payment gateway within 3 business days after the item has been confirmed for return.

  • If an item returned has been used or missing content; and thus cannot be directly restocked, a restocking fee up to 50% will be charged. This applies to all return requests.
  • All return requests must be submitted to us through our contact form. Failing to do so may waive your right to receive a full refund.
  • You are required to ship the return merchandise back to us within 5 calendar days after return address and information have been provided to you through email.
  • A tracked shipping method is required for all returns. The shipping service has to be reasonably fast, with average listed delivery time within 15 business days.