EN
Returns
Return conditions
Return Reasons
Return process
Refund
Sometimes a product turns out to be unnecessary, an incorrect order was placed, or you receive a repaired device back after a defect. Whatever the reason, we ensure a clear and structured returns process.
You can easily register your return through your personal dashboard. We only process registered returns, ensuring we can process every request carefully and efficiently. View the various sections of our returns policy:
- Return conditions
- Return process
- Refund
“A smooth returns process, with full transparency in your dashboard.”
Returning a product is very easy and can be done for the reasons listed below. When registering your return, select the applicable reason. Each reason has its own terms and conditions, allowing us to carefully and systematically assess your request. Based on this, we'll determine the appropriate next step together and ensure a smooth process.
Please note: When returning Service Pack parts and displays, the original packaging must be included in its entirety, including all associated parts such as stickers and protective film.
Touch screen problem
The product has technical defects that prevent the touchscreen from functioning properly.
Return conditions
- Any visible cracks or physical damage to the screen will void the warranty.
- For LCD or panel related problems, we assess the cause of the defect on a case-by-case basis.
White, black, purple or green image/spots
The product shows discoloration or spots on the display, such as a white, black, purple, or green screen. This may become visible during testing or after installation.
Return conditions
- Any visible cracks or other physical damage to the screen will void the warranty.
- In case of LCD or panel related abnormalities, we assess the cause of the defect on a case-by-case basis.
No image or black image
The device turns on, but the display remains black or shows no image. This can be determined during testing or after installation.
Return conditions
- We assess whether the defect arises from a technical LCD or panel defect.
- Any visible physical damage to the screen will void the warranty.
Wrongly ordered/not needed
We will assess each request for return eligibility. If you ordered the wrong product or it turns out you no longer need it, the conditions below apply.
Return conditions
- The product must be in its original new condition, including undamaged and original packaging.
- The packaging must not be opened, torn, written on or have stickers on it.
- Any handling costs will be deducted from the credit note.
- Products that we no longer have in our range cannot be returned.
- The product must be returned within 30 days of the purchase date, with the exception of all NovaNL products, which may be returned unopened within 6 months.
Important:
This reason can only be accepted for small mistakes in the order process or unforeseen circumstances with a specific product. We reserve the right to refuse returns or in rare cases, charge our made costs, if this reason is misused or abused to return a high amount of products or complete inventories that are no longer wanted, as this is not the intended use.
Wrong part received
The product you received does not match the product you ordered.
Return conditions
- Please let us know immediately so that we can check our stock and repair it if necessary.
- Clearly state which product you ordered and what you received.
- Reorder your desired product.
- After your return has been processed, the amount will be reimbursed via a credit note or store credit.
Transport damage
If the product has suffered transport damage during transport, it is important to report this to us as soon as possible, with a view to insurance work.
Return conditions
- Report this within 24 hours by contacting our Support team via WhatsApp, telephone or email.
- Provide a clear description of the damage and add photos for clarification.
Frame comes loose from the screen
Because most displays are assembled by assembling several layers, there is a risk that the frame will come loose from the display.
Return conditions
- If the phone is on and you tilt the screen, you can see the image.
- The image is very dark and emits almost no light.
- In most cases this is caused by a technical defect.
LCD backlight defect
In cases where the screen does provide an image, but is very weak, there may be back-light damage. This is a technical defect that can be discovered during testing or after use.
Return conditions
- If the phone is on and you tilt the screen, you can see the image.
- The image is very dark and emits almost no light.
- In most cases this is caused by a technical defect.
Does not function
To make it easier for you, we have chosen to add 'does not function' as a return reason for smaller parts. The product is not working properly and this was discovered during testing or after use.
Return conditions
- The product is not working properly.
- Depending on the part, this may include: sensor not working, battery draining too quickly, camera not zooming in, etc.
- Provide a clear description of the complaint so that we can process it efficiently.
A clear structure ensures smooth processing. This page provides step-by-step instructions on the returns process, from registration to processing.
Step 1. Register your return via returns in your dashboard
You can easily register your product returns in your personal dashboard.
Important when registering:
- Please register all products individually before sending them (preferably add multiple products in one return notification).
- Select the correct return reason for each individual product.
- Please check if the number of products matches your registration.
- Choose how you want to be refunded.
Step 2. Download the return label (if applicable)
Initially you will need a return label, which will contain your return number and our address details. We usually reimburse this label for you, but in some cases we ask you to take care of this yourself. Below you can read how that works.
Incorrectly ordered / Product not needed
Arrange your return label yourself
Product not working
Return label via us
Transport damage
Return label via us
Received wrong product
Return label via us
Step 3. Pack the product carefully
Your return has been approved. Now it is important to pack the products properly and send them to us.
- Download the return packing slip in the attachment and include it in the return packaging.
- After you have properly packed the products, if you need to provide a shipping label yourself, write the return number clearly on the packaging. This way we can process your return quickly and carefully.
3.1 Merge return
It is possible with us to combine multiple returns. To handle your return notification quickly, we do ask you to state the various return numbers.
Pay attention! Pack the products well. This way we prevent any transport damage en route to our warehouse.
In some cases, we cannot refund your products without the original packaging. Did the products arrive in Foneday packaging? Then this is no problem.
Step 4. Send your return shipment
Step 5. We will assess and process your return
Product approved
After your return has been checked, it will be approved or rejected. If your return has been approved, your products will be reimbursed as soon as possible in the form of store credit or credit
Product rejected
Has your return been completely or partially rejected? We can then return the products to you upon request. A rejection can have various reasons:
- Damage to LCD
- Damage caused by repair work
- The product does not come from Foneday
Step 6. You will receive a refund via credit or store credit
Shop credit: Immediately visible in your account after processing
Credit: Refunded to your account number known to us within 5 working days.
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Return within 1 month after invoice date
You will receive the full purchase amount
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Return after 1 month
The amount to be refunded will be calculated based on the lowest applicable price: the original invoice price or the current webshop price.
The refund will be made via a store credit or credit note.
