Refund policy
Return and Refund Policy
Section 22.01 of Terms of Service - Return and Refund
We have a 14-day return policy, this means that in these 14 days we will evaluate the decision on a return. If 14 days have passed since you received your item, and you have not reported the request for return, we cannot offer a return.
You are eligible for a full refund only if your item was faulty, damaged, or broken. Given that your product is faulty or damaged, you have three days to contact us via email regarding the issue, this must include photos, videos and any other evidence that justifies a refund. Once we have received this email, we have 14 days to evaluate a return or refund process.
If you have changed your mind on an order's specification upon receiving the product (e.g. you want to swap it for a different color) and we have approved a return, the shipping costs and responsibility is on your account. If you have chosen the wrong specification, color, measurements or size, you are not eligible for a refund.
We go by the “All Sales are Final Policy” this means, we do not offer returns or refunds to products that are on clearance sale and products that are personalized.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or legal proof of purchase.
Section 22.02 of Terms of Service - Faulty Products
When you buy from our store, you can only request a refund on faulty items if you inform us 3 days after receiving the product. You have three days to contact us via email regarding the issue, this must include photos, videos and any other evidence that justifies a refund. We are a wholesale company, working with various manufacturers worldwide; we choose the product from the best producers upon years of experience. The reason for which we need a report on faulty, damaged or broken products within 3 days is due to the fact we have a responsibility to contact the manufacturers on any manufacturing defects within 3 days as well.
Your return request with photos and videos will be reviewed by us and the manufacturers within 14 days as stated in section 22.1 of our terms of service.
Our replacement policy for faulty products lasts 3 days from the date your order has been delivered. If 3 days have passed since the delivery, unfortunately, we cannot offer you free shipping to return the product. The product must have a visual defect or issue that directly affects the usability of the item. To start a return, you can contact us with the email address at the end of our return policy page. Once your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Once again, to successfully begin a refund process, your duty is to report a damaged or faulty product within 3 days with the email stated at the end of this policy, and our duty is to evaluate this request within 14 days.
Once we have evaluated and approved the refund request, we will inform you with detailed instructions on how to send your product back. We can accept a full refund return only on faulty and damaged items, we will not provide free shipping on products that are not faulty, damaged or broken.
Section 22.03 of Terms of Service - Damages and issues
Please inspect your order upon receiving the product and contact us immediately if the item is defective or damaged so that we can evaluate the issue and make it right.
If 3 days have passed since the delivery, unfortunately, we cannot offer you free shipping to return the product.
Section 22.04 of Terms of Service - Shipping Costs Non-Refundable
On non-faulty products, you will be responsible for paying for your own shipping costs to return your item after approval to accept the product. Shipping costs are non-refundable.
Section 22.05 of Terms of Service - Non-returnable items
Certain Types of Items Cannot be Returned:
Perishable Goods:
This includes items such as food, flowers, or plants due to their perishable nature.
Customized Products:
Special orders or personalized items are non-returnable as they are tailored to your specific requirements.
Gift Card Purchases:
Gift card purchases are final and non-refundable.
Personal Care Goods:
Items falling under the category of personal care goods cannot be returned for hygiene reasons.
Faulty Products:
If you request a refund for a faulty product after 3 days of receiving it, we will not provide a refund. Additionally, if you request a refund for a faulty product after 3 days without providing photos and videos as evidence, a refund will not be provided.
Non-Faulty Products:
Returns for non-faulty products will only be considered within 14 days of receiving the product. After this period, no refunds will be provided.
Timeframe for Returns:
Any item returned more than 14 days after delivery will not be approved for a refund.
Hazardous Materials:
Returns for hazardous materials, flammable liquids, or gases will not be accepted.
Clothing and Accessories - Wrong Measurements:
No refund will be provided for clothing, garments, or accessories with wrong measurements. We provide measurement charts in our product description. For products with applicable measurements, it is your obligation to check the size chart carefully before placing an order. It is your duty to contact us before if you do not know how to choose the size. Failing to use the measurement charts or using them wrongly will result in a non-refundable purchase.
Measurement Responsibility:
It is your responsibility to choose the right measurements. Please ensure correct measurements before ordering and contact us if you have any doubts.
Wrong Color:
As you may know, different computers display colors differently. The actual item color may vary slightly from the following pictures on your display. Choosing the wrong color will not be refunded.
Used Products:
Products that have been used, used wrongly, or are not approved for a refund by our store are non-returnable.
Discounted Products:
Items purchased at a discount or on special offer are considered final sale and are non-returnable.
Liability Disclaimer:
We are not liable for personal harm to yourself or third parties resulting from the use of our products.
Original Condition:
Items not in their original condition, damaged, or with missing parts for reasons not due to our error are non-returnable.
Shipping Address Responsibility:
It is the responsibility of the client to ensure that the correct shipping address is provided at the time of purchase.
Any mistakes in the provided address or insufficient address details leading to delivery issues will not qualify for a refund or return.
Non-Refundable Address Issues:
Should a shipment be undeliverable due to an inaccurate or incomplete address provided by the client, resulting in the return of the package to sender, no refund or replacement will be issued.
Clarification on "Return to Sender" and Address Issues
When a package is marked "Return to Sender," it does not indicate that our store has received the goods back. Typically, returns are directed to a designated warehouse, especially in cases where there was a mistake or insufficiency in the provided address.
In situations where an incorrect or insufficient address was provided by the client, and the carrier requires additional payment to resend the package with the correct address, it is the client's responsibility to cover these costs and ensure the correct address details are provided.
Client Responsibility for Address Corrections
Clients are expected to pay any necessary fees requested by the carrier for addressing issues and to ensure that the correct shipping details are provided accurately at the time of purchase. This includes updating or correcting address information promptly to avoid delivery complications or additional charges.
Should you require assistance with addressing issues or have further inquiries about our shipping policies, please reach out to our customer support team for guidance and support.
Direct Resolution with Shipping Company:
In the event of delivery complications arising from address issues, the client is solely responsible for liaising directly with the respective shipping company to resolve the matter.
This includes coordinating address corrections, re-deliveries, or any other necessary actions to ensure successful delivery.
Please ensure that accurate shipping information is provided during checkout to avoid potential delivery disruptions. For further inquiries or assistance regarding our refund and return policy, please contact our customer support team.
Refund Process:
Refund after our written approval confirmation: A refund will only be considered if the product is returned to our designated address via registered post, undergoes inspection by our team, and receives approval.
Return Address:
PhonesHolders.com
De Boelelaan 771
1082RT, Amsterdam
The Netherlands
Section 22.06 of Terms of Service - Exchanges
The fastest way to ensure you get your exchanged product, is to return the item you have, and once the return is approved, make a separate purchase for the new item. The time it may take for your exchanged product to reach you may vary. We cannot guarantee that we will receive your returned item and recommend you to purchase insurance or tracking. We will not accept returns on products you measured wrongly according to our measurement table on the website. If the measurement is missing on the website, please contact us before making an order.
Section 22.07 of Terms of Service - Refunds
We will notify you once we’ve evaluated the evidence of faulty products, and let you know if the refund was approved or not.
If approved, you will need to return the product to us, after receiving the original product in the same condition as sent to you, our team will inspect it and confirm refund.
You will be refunded to your original payment method.
Please remember, it can take some time for your bank or credit card company to process the refund.
Section 22.08 of Terms of Service - Delay
Delay in delivery will not be an eligible reason for a refund, cancellation, or chargeback. Of course, delivery delays has become a big issue with conditions caused by COVID-19 in certain regions. We cannot control the lockdown in various places. Delays can be caused because of the worldwide pandemic situations. Some carriers have changed their schedule, resulting in a delay. COVID-19 is a Force Majeure from unforeseen circumstances according to our Terms and Conditions Policy. We are constantly working on providing the best service to all our valuable customers. We apologize for any potential delays and inconvenience caused, however, delays will not be a reason for chargeback or refund request!!
Section 22.09 of Terms of Service - Cancellation
Orders that have already been dispatched cannot be canceled, and not eligible for refund.
Orders that have already been shipped cannot be canceled, and not eligible for refund.
You may only request a return once the product has arrived in accordance with the conditions above.
You will be responsible to ship the product back on your cost after our approval.
Our refund policy is part of our Terms of Service.
Once you have accepted the Terms of Service, you will have acknowledged and accepted the return policy as well.
Section 22.10: Chargeback Policy in Terms of Service
We do not authorize or accept any chargebacks. Our commitment is to resolve any issues or concerns directly with our customers. Under no circumstances should a claim exceed the total amount paid for a product, inclusive of shipping charges. For more information on dispute resolution, kindly refer to sections 18 and 19 in our terms of service.
In the event of a chargeback, our legal department and legal representatives will manage the process, and all associated costs will be claimed from you.
Any disputes arising from this policy will be addressed in the court of The Netherlands.
Section 22.11: Final Sale
We occasionally offer products marked as "Final Sale." It's important for our customers to understand what this entails before making a purchase. Here's a breakdown of what Final Sale means:
Final Sale refers to a transaction where all purchases are considered absolute and cannot be returned or exchanged for any reason. Once an item is purchased under Final Sale terms, the sale is considered final, and no further adjustments can be made.
Final Sale typically applies to specific items within our inventory, often including clearance items, discontinued products, or end-of-season styles. These items are marked at a significantly reduced price, offering customers an opportunity to purchase them at a lower cost.
By proceeding with a Final Sale purchase, customers acknowledge and accept that they will not be able to return or exchange the item(s) they've purchased. It's important to carefully review the product details, including size, color, and specifications, before completing the purchase.
Once an order is dispatched, it is considered final sale. Regardless of the circumstances, we are unable to accommodate returns or exchanges for Final Sale items. This policy is in place to maintain fairness and consistency for all customers.
We encourage our customers to reach out to our customer support team with any questions or concerns about Final Sale items before making a purchase. It's crucial to ensure that the product meets your expectations and requirements prior to completing the transaction.
While Final Sale items are non-returnable, we uphold our commitment to quality. In the unlikely event that an item is received damaged or defective, please contact our customer support team promptly for assistance.
By proceeding with a Final Sale purchase, you agree to abide by these terms and conditions outlined in our Terms of Service. Thank you for your understanding and cooperation.
Once an order is dispatched, it is considered final sale.
However, if we do not receive a response to our email requesting additional information such as billing address, billing issues, shipping address, or any other necessary details within a reasonable timeframe, the order will also be considered final sale. It is the responsibility of the customer to promptly respond to our emails sent to the email address provided during the order process. Failure to provide necessary information may result in the order being processed as final sale without the possibility of return or exchange.
Customer Responsibility:
We encourage our customers to check their email regularly and promptly respond to any inquiries from our customer support team. It is essential to ensure that all requested information is provided accurately to avoid delays or complications with the order. We strive to make the purchasing process as smooth as possible, and your cooperation in providing necessary details is greatly appreciated.
If you have any further questions or require clarification regarding Final Sale terms, please don't hesitate to contact our customer support team. We're here to assist you every step of the way.
In order to begin a return process, you must contact us at support@phonesholders.com.