At Foneday it is always possible to return a product. Here we provide more information about our returns policy and warranty conditions.
- Register a return
- Return Reasons
- Warranty Conditions
- Return conditions
- Steps in the returns process
- Pricing of credit note/shop credit
Register a return
You can easily register your product returns in your personal dashboard.
We attach great importance to correct returns reporting, where the correct reason for return is clearly indicated for each product. This way we can process your return faster and also use your feedback in the further development and optimization of our products. Therefore, please pay attention to the following points when registering and sending your return notification:
- All products to be sent have actually been reported as returned
- Avoid separate registrations and register as many products as possible under 1 return notification
- Check carefully whether the number of registered products is correct
- Make sure that the packaging of the products is present
- Always indicate the correct reason for returning
Return Reasons
A product can be returned for various reasons. Below we list the reasons, including a brief explanation, that you can select when submitting a return notification.
1
Touch screen problem
The product has technical defects that prevent the touchscreen from working properly.
- Visible cracks in the screen void the warranty.
- In case of LCD (panel) problems, the cause of the problem is assessed on a case-by-case basis.
2
White, black, purple and/or green stripe/spot
The product shows one of the mentioned colors during testing or was caused after the customer started using it.
- Visible cracks in the screen void the warranty.
- In case of LCD (panel) problems, the cause of the problem is assessed on a case-by-case basis.
3
No image or black image
The phone is on, but the screen is black. This was discovered during testing or after use by the customer.
- This is caused by a technical defect or LCD (panel) damage.
4
Wrongly ordered/not needed
It is assessed on a case-by-case basis whether the product is eligible for return. It is therefore important to take the following points into account for products that have been ordered incorrectly or are no longer needed to avoid disappointment.
- The product must be in original, new condition, including original and undamaged packaging.
- The packaging may not be opened, torn, labeled or written on.
- Any handling costs will be deducted from the credit note.
- If we can no longer sell this product, we cannot take the product back.
- 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.
5
Wrong part received
The product you received does not match the product you ordered.
- 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.
6
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.
- 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.
7
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.
- 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.
8
LCD Backlight
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.
- 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.
9
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.
- 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.
Warranty Conditions
We offer a lifetime warranty on the vast majority of products from our range. There are some categories excepted, namely:
Products checked by the QIT team
(Contains a stamp with QIT)
LIFETIME WARRANTY
Service Pack displays and service pack parts
(When returning, the original packaging including all associated parts, such as stickers and plastic foil, must always be present.)
Factory warranty (3 months)
Batteries
12 months warranty
Tools
12 months warranty
Accessories
12 months warranty
Return conditions
Before you send a return to us, it is important to realize that we make a distinction between the reasons for a return notification. The following reasons may lead to a return notification:
Product(s) no longer needed / incorrectly ordered
Is the product still complete with the original packaging and does the product fall within the warranty conditions? We will then approve your return upon receipt.
Product(s) do not function properly
Does the product not work as it should? Send your product back free of charge and we will refund your purchase price or send you the product again.
Product(s) have transport damage
Does your product have transport damage? Then it is important to inform us within 24 hours of receipt. This way we can quickly solve this for you.
Product received incorrectly
You will receive a label from us. This label can be downloaded via your personal dashboard at RMA
Steps in the returns process
Before you send a return to us, it is important to realize that we make a distinction between the reasons for a return notification. The following reasons may lead to a return notification:
1
Return label
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.
Product(s) no longer needed / incorrectly ordered
In this case, we ask you to provide a shipping label yourself. Tip: have you made a return notification for which we have provided a shipping label? Then you can return these products in the same box.
Product(s) do not function properly
We will send you a shipping label. This label can be downloaded via your dashboard, under the heading 'Returns'.
Product(s) have transport damage
We will send you a shipping label. This label can be downloaded via your dashboard, under the heading 'Returns'.
Product received incorrectly
We will send you a shipping label. This label can be downloaded via your dashboard, under the heading 'Returns'.
2
Pack for return
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.
2.1 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.
3
My return has been sent, what now?
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
4
Refund return
Shop credit: Immediately visible in your account after processing
Credit: Refunded to your account number known to us within 5 working days.
Pricing of credit note/shop credit
Do you return a product within 1 month of the invoice date? You will then always receive the price you paid for the product back from us. Is the product older than 1 month after the invoice date? We then determine the amount to be refunded based on the lowest price on the invoice or webshop.
