Refunds and Returns

Used iPhones Effective Date: February 2026

1. Overview

We are committed to ensuring every customer is satisfied with their purchase. This policy outlines your rights and our obligations regarding returns, refunds, and warranty coverage for all used iPhones sold by us. Please read this document carefully before completing your purchase.

2. Return Window

We offer a 30-day return window from the date of purchase. If you are not fully satisfied with your device, you may initiate a return within this period, subject to the conditions outlined below.

Return Window: 30 days from the date of purchase

3. Conditions for Return

To be eligible for a return, your device must meet the following requirements at the time it is received back by us:

  • The iPhone must be returned in the same condition as it was sold, with no new damage, tampering, or modifications.
  • All original accessories included with your purchase (e.g., charging cable, adapter, documentation) must be returned.
  • The device must not be iCloud locked to an account other than the one it was sold with.
  • The device must not have been reported stolen or added to a blacklist after purchase.

Returns that do not meet these conditions may be refused or subject to a partial adjustment at our discretion.

4. Refunds

Once a return is received and inspected, we will notify you of the outcome. If your return is approved, a full refund will be issued to your original payment method.

Refund Type: Full refund to original payment method Processing Time: Within 3–5 business days of receiving the returned device

Please note that your financial institution may require additional time to process the refund to your account.

5. Return Shipping

Return shipping costs are handled as follows:

  • Defective device or warranty claim: We will cover the full cost of return shipping. A prepaid shipping label will be provided upon approval of your claim.
  • Change of mind or buyer-initiated return: The customer is responsible for all return shipping costs. We recommend using a tracked and insured shipping method, as we cannot be held liable for items lost or damaged in transit.

6. Non-Returnable Items & Voiding Conditions

The following circumstances will void your return eligibility and/or warranty coverage:

  • Water or liquid damage sustained after purchase.
  • Physical damage caused by the buyer, including cracked or broken screens.
  • The device becomes iCloud locked by the buyer or a third party after sale.
  • The device is found to be stolen or blacklisted after purchase.
  • Return requests made after the 30-day return window has elapsed.

We reserve the right to inspect all returned devices. Any device returned in a condition inconsistent with the above will be returned to the customer or subject to a restocking adjustment.

7. One-Year Warranty

7.1 Warranty Coverage

All used iPhones sold by us are covered by a 1-year limited warranty from the date of purchase. This warranty covers the following defects and faults arising through normal use:

  • Battery issues, including significantly degraded battery health below expected performance.
  • Software and hardware faults that are not caused by the buyer, including unexpected shutdowns, boot failures, and sensor malfunctions.
  • Faulty buttons, ports, or connectivity issues (e.g., non-functional volume buttons, charging port faults, broken speaker).
  • Screen defects that were present at the time of sale, including dead pixels, discolouration, or touch response issues.

Warranty Period: 12 months from the date of purchase

7.2 Warranty Exclusions

The following are not covered under this warranty:

  • Physical damage caused by the buyer, including drops, cracks, or broken components.
  • Water or liquid damage.
  • Damage resulting from unauthorised repairs or modifications.
  • Normal wear and tear, including minor cosmetic scratches.
  • Issues arising from third-party applications or software not approved by the manufacturer.

7.3 Warranty Claims

To make a warranty claim, please contact us within your warranty period using the contact details in Section 9. We will assess your claim and, where valid, offer one of the following resolutions at our discretion: repair, replacement with an equivalent device, or a full refund.

8. How to Initiate a Return or Warranty Claim

To start a return or warranty claim, please follow these steps:

  • Contact us by email or phone using the details in Section 9 within the applicable return or warranty period.
  • Provide your order number, a description of the issue, and photos of the device where applicable.
  • Our team will review your request and respond within 2 business days with instructions.
  • Once approved, securely package the device and ship it as directed. Include all original accessories for return requests.

Do not ship any device without first receiving authorisation from our team, as unauthorised returns may not be processed.

9. Contact Us

For all return and warranty enquiries, please reach out to us via email or phone. Our team is available to assist you Monday to Friday during normal business hours.

Email: support@ubuntsugi.com

This policy is subject to change. The version in effect at the time of purchase applies to your order.