Returns and Refunds

RETURN & REFUND POLICY

At Primerephone, we provide high-quality professional parts and pre-owned devices. Because electronic components are delicate and can be easily damaged during improper installation, we maintain a very strict return policy to ensure the quality of our inventory.

1. 14-Day Return Period

In accordance with EU consumer law, you have 14 calendar days from the date of delivery to request a return. After this 14-day period, all sales are final, and return requests will be automatically declined.

2. Mandatory Return Authorization (RMA)

To minimize unauthorized returns and ensure technical verification, we do not accept "blind" returns.

  • You must first send an email to info@primerephone.com to request a return.

  • Required Information: Your order number, a detailed reason for the return, and clear high-resolution photos of the product (front, back, and warranty seals).

  • Once approved, we will issue an official RMA (Return Merchandise Authorization) Document.

  • The Barrier: This RMA document must be printed and included inside your return package. Returns received without an RMA document will be rejected and sent back at the customer's expense.

3. Strict Return Conditions

We only accept returns for items in their exact original condition.

  • Repair Parts (Screens, Batteries, etc.): The right of return is voided if the protective films have been removed, if warranty stickers are broken, or if there are any signs of installation (glue residue, bent/creased flex cables, or screw marks).

  • The "Dry-Test" Rule: We strongly advise customers to "dry-test" the part (connect the cables without mounting/gluing) before final installation. Once a part is installed or glued, it is no longer returnable.

  • Pre-owned Devices: iPhones and other devices must be returned without any iCloud/Find My iPhone locks or passcodes. If a device is locked, the return will not be processed.

4. Shipping Costs & Risk

  • Customer Responsibility: All return shipping costs are the sole responsibility of the customer. We do not provide prepaid return labels.

  • Non-Refundable: Original shipping charges paid at the time of purchase are non-refundable.

  • Risk of Loss: The risk of the return shipment stays with the customer until it is delivered to our warehouse in Rotterdam. We strongly recommend using an insured and trackable shipping method (e.g., UPS or registered mail). If a return is lost or damaged in transit, no refund will be issued.

5. Technical Inspection & Processing

Upon receipt, every return undergoes a rigorous technical inspection.

  • If the item is found to be damaged by the user (e.g., torn flex cables from improper handling), the return will be denied.

  • Denied items can be shipped back to the customer upon payment of a new shipping fee.

  • Approved refunds will be processed within 14 business days via the original payment method.

6. Non-Returnable Items

  • Tools or consumables that have been opened or used.

  • Items damaged due to "DIY" repair attempts by the customer.

  • Any item returned after the 14-day window.

Refunds

Once your return is received and has passed our technical inspection, we will notify you via email regarding the approval of your refund.

  • Processing Time: Approved refunds are processed and transferred within 2 to 3 business days.

  • Payment Method: The refund will be issued via your original method of payment (e.g., Credit Card, PayPal, or Bank Transfer).

  • Shipping Fees: Please note that original shipping charges are non-refundable and will be deducted from your refund total.