Refund policy

6 Month warranty

In case of any functional defect arising during the covered period, Prime Phones reserves the right to amend repairs to the unit or, as alternative if repairs are not possible or successful, offer a replacement unit of similar specification and equal value.

Warranty items included: Hardware failure, malfunction or manufacturer defects according to OEM standards. The warranty excludes customer negligence

We offer 3 month warranty on batteries for all devices

The warranty does not cover

  • Natural battery degradation
  • Chargers
  • Screen cracks
  • Speakers/Mics

In all circumstances, physical damage voids all warranties. Your warranty does not cover damage resulting from impact, water damage or misuse.

All repairs carried out under our warranty are completed using premium-quality replacement parts that meet strict performance, durability, and compatibility standards to ensure reliable long-term use.

Note: In certain cases where a device is repaired under warranty, the device may display a system notification indicating that a part has been repaired or replaced. This notification is generated by the manufacturer’s software and does not affect the performance, functionality, or reliability of the device and models may vary by region.

Brand New Devices – Warranty

Brand new devices come with a 1 year warranty covering factory defects.

Returns

Change of mind: you can return a pre-owned device within 7 days of delivery, even if you have simply changed your mind, as long as it comes back in the condition it arrived in, with all packaging intact.

Refund processing fee: if you return a device because you changed your mind, we may deduct a processing fee of 3% to 7% of the amount paid from your refund. The percentage depends on how you paid: banks and payment providers charge us a fee to process every payment, whether by card, EFT or a pay-later service.

All certified pre-owned products are covered by a 6-month warranty against defects. In the event of a return due to a factory default, the device must be returned at the cost of the consumer, not Prime Phones. For all returns of certified pre-owned products, Prime Phones will only replace the device if it cannot be fixed. If the device cannot be fixed or replaced, we will provide a full refund.

Returns will be processed within 14 to 21 days.

It is the responsibility of the consumer to cover all postal fees and other costs incurred when returning the device. All costs associated with returns are non-refundable. If you are entitled to receive a refund for the returned device, the return shipping/postal costs will be deducted from your refund.

Prime Phones accepts no responsibility if we do not receive the returned device. For this reason, we advise that our customers use a trackable courier service.