Refund and Returns Policy

Black Phone General Trading LLC

At Black Phone General Trading LLC, customer satisfaction is important to us. This Refund & Returns Policy explains the conditions under which products may be returned, exchanged, or refunded. Please read this policy carefully before making a purchase.

🔹 Return Summary (For Customer Transparency)
  • Returns are accepted within 15 days from the delivery date for eligible products.
  • Products must be unused, unopened, and in original retail packaging.
  • Refunds for Cash on Delivery (COD) orders are processed via bank transfer after inspection and approval.
1. Defective or Damaged Products

If you receive a product that is defective or damaged upon delivery, you may request a return or exchange provided that:

  • The issue is reported within 24 hours of delivery.
  • The product is returned in the same condition as received.
  • The original box, packaging, and accessories are intact.

Once the returned item is received and inspected by our team, and the defect or damage is confirmed, a full refund will be issued, including any applicable shipping fees.

2. Incorrect Item Received

If you receive an item that is different from what you ordered, you may request a return or exchange within 15 days from the delivery date, provided that:

  • The item is unused and unopened.
  • All original packaging, accessories, labels, and promotional items are included.

After verification, a full refund or replacement will be processed.

3. Change of Mind Returns

We accept returns for change of mind only for new, unused, and unopened products.

  • If you wish to cancel your order before shipment, please contact us immediately.
  • If the order has already been delivered, returns are accepted within 15 days, provided that:
    • The product is not listed as non-returnable.
    • The product is not a clearance or final-sale item.
    • The product remains factory-sealed in its original retail packaging.

Returns without defects are accepted only for unopened products.

4. Non-Returnable Items

Returns are not accepted in the following cases:

  • Requests submitted after 15 days from the delivery date.
  • Products that are used, installed, altered, or damaged by the customer.
  • Consumable products that have been opened, used, or installed.
  • Products with missing, altered, or tampered serial numbers.
  • Items missing original packaging, labels, accessories, or promotional items.
  • Clearance or final-sale items marked as non-returnable.
  • Fragile items and personal hygiene products, in accordance with UAE consumer protection regulations.
5. Products Not Eligible for Return

The following products are not eligible for return or refund:

  • Clearance or promotional items marked as “Final Sale”.
  • Products explicitly stated as non-returnable at the time of purchase.
  • Used or installed consumables, as per applicable regulations.
6. Return Request & Collection Timeline
  • Once a return request is approved, our courier partner will usually contact you within 3–5 business days to arrange collection.
  • In some cases, return collection may take up to 14 business days, depending on location and courier availability.
7. Courier Collection Appointments

Customers cannot directly contact the courier company before approval.
Once the courier contacts you, you may coordinate a suitable pickup time.

8. Returns After 15 Days

We strictly adhere to the 15-day return window.
Return or refund requests submitted after this period will not be accepted.

9. Refund Method & Processing Time

Since Black Phone General Trading LLC operates using Cash on Delivery (COD):

  • All approved refunds are processed via bank transfer only.
  • Customers must provide valid bank account details when submitting a return request.
  • Refunds are processed within 14–30 business days after the returned item has been received, inspected, and approved.
10. Exchanges

We accept exchanges in the following cases only:

  • Defective products
  • Damaged products
  • Incorrect items sent

Exchanges are subject to product availability and compliance with all return conditions outlined in this policy.

If a replacement item is unavailable, a refund will be processed instead.

11. Original Packaging Requirement

All returns must include:

  • Original, unopened retail packaging
  • All accessories, manuals, labels, and barcodes

Products returned without original packaging may not be eligible for return or refund.

12. Definition of “Unopened Retail Packaging”

Unopened retail packaging refers to products that are:

  • New and unused
  • Factory-sealed
  • Not opened, activated, or installed
13. Return Shipping Method

Returned products must be collected using our authorized courier partners only.
Personal delivery or third-party couriers are not accepted.

14. Return Shipping Fees & Restocking Fees
  • Defective / Incorrect Items:
    Black Phone General Trading LLC covers all return shipping costs.
  • Change of Mind Returns:
    The customer is responsible for return shipping costs, which may be deducted from the refund amount.
  • Restocking Fees:
    No restocking fees are charged.
15. Contact Information

For any return or refund inquiries, please contact:

Black Phone General Trading LLC
📍 Sheikh Mohammed Bin Salem St, Al Nadiya, Ras Al Khaimah, United Arab Emirates
📞 +971 56 222 3335
📧 info@blackphone.ae

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