Return and Refund Policy

Our promise to you

If you are not entirely happy with your purchase from Certified Phones, then as long as it is returned in the same condition as it was sent to you within the 30-day return period, we will provide you with a full refund.

Making a refurbished return

Please ensure the device is returned in its original packaging with all accessories** in the same condition as sold to receive a full refund. 

If you need to return your device to Certified Phones for whatever reason, please email or speak to one of the team, and they will be happy to assist you. 

Please ensure you include your order reference and proof of purchase (if you still have it), so we know it’s your order!

 

• Ensure you take a backup of any information, personal data, software and other content on your device. You must do this before sending your device to us, as your device may be erased, replaced, and/or reformatted according to repair, replacement, or refund in line with the warranty and/or 30-day return policy.
• Remove all personal data from your device.
• Remove all security passwords on your device*.
• Please remove your SIM card if you wish to keep it, as it will not be returned. 
• Ensure that Find My Phone has been erased from your iCloud or Google account*.

* It will not be possible to repair/replace/refund items returned with these issues still associated with the device.

**The cost of any used accessories will be deducted from the overall refund (where applicable).

Brand New Phone Returns

Return and Refund Policy (Restocking Fee) 

We hope you are satisfied with your purchase. However, if for any reason you wish to return a product, please read our return policy carefully.

 

1. Return Period

If you are not entirely happy with your purchase from Certified Phones, then as long as it is returned in the same condition (unopened, unused) as it was sent to you within the 30-day return period, we will provide you with a full refund.

 

2. Condition of the Product 

To qualify for a full refund, the returned product must be in new, unused, and resellable condition with all original packaging, accessories, and documentation. If the product has been opened, used, or the seal has been broken, it may no longer be considered in resellable condition, and a fee may apply. 

 

3. Restocking Fee 

If the product has been opened or used, we may charge a restocking fee to cover the depreciation of the product’s value. The restocking fee will be a maximum of 10% of the purchase price. 

 

4. Faulty Products 

If you receive a product that you believe is faulty, please contact our customer service team immediately to report the issue. We may require evidence of the fault (such as photographs or a detailed description) before approving the return. This will help us assess the issue promptly and ensure the product is indeed faulty. 

If the product is confirmed to be faulty, you are entitled to a full refund, replacement, or repair at no additional charge, including the cost of standard delivery. In such cases, no restocking fee will apply. 

Please note: If the product is returned without prior approval from our customer service team or if we determine the product has been damaged due to misuse, no refund or replacement will be issued. 

 

5. Return Process 

To initiate a return, please contact us within 30 days of receiving your order. You will be provided with instructions for returning the item. The product must be returned within 30 days from the day you notify us of your intention to return. 

 

6. Refund Process 

Once the product is received and inspected, we will process your refund within 14 days, minus any applicable restocking fee. Refunds will be issued to the original payment method. 

 

7. Exclusions 

This return policy does not apply to: 

• Products that have been used or damaged. 

90-Day Warranty Returns for Used Phones

Warranty Returns – in line with our 90-day limited warranty, if the device develops a technical fault relating to normal operation, then we will look to repair or exchange the product as quickly as possible for you to ensure you’re not without your phone for too long!

To initiate a warranty return, simply email us with a description of the issue and any steps you’ve taken to resolve it. We’ll then guide you through the next steps. 

For a change of mind return, the cost of postage is your responsibility.

Delivery Details

Please send the return item to the following address along with your order number so we know who it belongs to:

 

Certified Phones

703 Ang Mo Kio Ave 8, #01 2533, Singapore 560703 

The limited warranty is to only cover manufacturer faults and does NOT cover/include the following:

• Damage caused by improper use on purpose or by accident
• Damage caused by liquid
• Intentional damage
• Damage caused by dropping the product or intentional mistreatment
• Damage from any unauthorised repair or modifications to the device – including jailbreaking and unlocking.
• Improper use of accessories
• Faults or damage from normal use – e.g., scratches to touchscreen
• Battery life – We set our acceptable minimum battery health percentage to be 80% of the original manufacturer’s capacity.

Contact us

To contact us, email or call:

Email: enquiry@certifiedphonerepairsg.com

Phone: +65 9678 0203