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Refund Policy

Last Updated: June 15, 2024

1. Introduction

At PhoneArmor, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations or a purchase decision needs to be reconsidered. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds for products purchased from PhoneArmor's website, mobile applications, or authorized retailers.

By making a purchase from PhoneArmor, you agree to the terms of this Refund Policy. Please read this policy carefully before completing your purchase.

2. Returns and Refund Eligibility

2.1 Standard Return Period

You may return products purchased directly from PhoneArmor within 30 days of the delivery date for a full refund of the purchase price, subject to the conditions outlined in this policy. The 30-day period begins on the date the product is delivered to you, as confirmed by our delivery records.

2.2 Return Conditions

To be eligible for a return and refund, your product must meet the following conditions:

  • The product must be in its original, unused condition.
  • The product must be in its original packaging with all accessories, manuals, and warranty cards included.
  • The product must not show signs of wear, damage, or alteration beyond what would be expected from reasonable inspection.
  • You must provide proof of purchase (order number, receipt, or confirmation email).
  • The product must not be a custom-made or personalized item (unless defective).

2.3 Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom-made or personalized products, unless they are defective or damaged upon arrival.
  • Products marked as "final sale," "clearance," or "non-returnable" at the time of purchase.
  • Products that have been used, installed, or show signs of wear beyond reasonable inspection.
  • Products where the tamper-evident seal or packaging has been broken or removed.
  • Digital products or downloadable content once the download has started or the digital product has been accessed.

3. Defective or Damaged Products

3.1 Inspection Period

We recommend inspecting your products immediately upon receipt. If you receive a product that is defective, damaged, or incorrect, please contact our customer service team within 48 hours of delivery to report the issue.

3.2 Extended Return Period for Defective Products

If a product is found to be defective or damaged upon arrival, you have 45 days from the delivery date to return it for a full refund or replacement, subject to verification of the defect or damage by our quality assurance team. This extended period applies only to manufacturing defects and damage that occurred during shipping.

3.3 Warranty Claims

If a product fails due to a manufacturing defect after the standard 30-day return period but within the product's warranty period, it may be covered under our product warranty. Please refer to the specific warranty information provided with your product or contact our customer service team for warranty claim assistance.

Our products come with the following warranty periods:

  • TitanShield Pro Case: Lifetime warranty against manufacturing defects
  • CrystalClear Screen Protector: 1-year warranty against manufacturing defects
  • FlexGrip Silicone Case: Lifetime warranty against manufacturing defects
  • WalletDefender Case: Lifetime warranty against manufacturing defects
  • UltraSlim Transparent Case: 1-year warranty against manufacturing defects and yellowing

4. Return Process

4.1 Initiating a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at returns@phonearmor.com or call +44 430 862 0434 to request a return.
  2. Provide your order number, the specific product(s) you wish to return, and the reason for the return.
  3. Our customer service team will review your request and, if approved, provide you with a Return Authorization (RA) number and return instructions.
  4. Package the product in its original packaging with all accessories and include the RA number on the outside of the package.
  5. Ship the package to the address provided in the return instructions.

You may also initiate a return through your account on our website by navigating to "Order History" and selecting the appropriate order and products to return.

4.2 Return Shipping

Return shipping costs are handled as follows:

  • For returns due to defective or damaged products, PhoneArmor will cover the cost of return shipping. We will provide a pre-paid shipping label or reimburse reasonable return shipping costs.
  • For returns due to customer preference or change of mind, the customer is responsible for return shipping costs, unless otherwise specified in a promotional offer or special circumstance approved by PhoneArmor.
  • For international returns, customers are responsible for any customs duties, taxes, or fees associated with returning the product, unless the return is due to a defective or damaged product.

We recommend using a trackable shipping method and purchasing shipping insurance for all returns, as PhoneArmor is not responsible for items lost or damaged in transit during the return process when you are responsible for the return shipping.

5. Refund Process

5.1 Processing Time

Once we receive your returned product, our team will inspect it to confirm it meets our return conditions. This inspection process typically takes 1-3 business days.

5.2 Approved Refunds

If your return is approved, your refund will be processed as follows:

  • For credit card payments, we will issue a refund to the original credit card used for the purchase within 5 business days of approving the return.
  • For other payment methods, we will process the refund to the original payment method when possible, or offer an alternative refund method if necessary.
  • Depending on your financial institution, it may take an additional 5-10 business days for the refund amount to appear in your account.

5.3 Refund Amount

Refunds will include:

  • The full purchase price of the returned product(s).
  • Any taxes paid on the purchase.
  • Original shipping costs if the return is due to a defective or damaged product. Standard shipping costs are not refunded for returns due to customer preference.

Any promotional discounts, coupon codes, or gift cards applied to the original purchase will be handled according to the terms of the specific promotion.

5.4 Rejected Refunds

We may reject a return and refund request if:

  • The returned product does not meet the conditions outlined in Section 2.2.
  • The product shows signs of excessive use, damage, or alteration beyond reasonable inspection.
  • The return is initiated after the applicable return period.
  • The product is in the non-returnable category as outlined in Section 2.3.

If your return is rejected, we will notify you by email with an explanation. You may choose to have the product shipped back to you at your expense, or in some cases, we may offer a partial refund or store credit as a goodwill gesture.

6. Exchanges

6.1 Exchange Eligibility

If you received a product that is not what you ordered, is defective, or you wish to exchange it for a different model, color, or size, you may request an exchange within 30 days of delivery.

6.2 Exchange Process

To initiate an exchange:

  1. Contact our customer service team with your order number and specify that you want to exchange an item.
  2. Provide details about the product you wish to exchange and the replacement product you want.
  3. Follow the same return shipping instructions as outlined in Section 4.1.

If the replacement product is available, we will ship it to you once we receive and inspect the original product. If there is a price difference between the original and replacement products:

  • If the replacement product is more expensive, we will request payment for the difference.
  • If the replacement product is less expensive, we will refund the difference to your original payment method.

7. Store Credit

In some cases, we may offer store credit instead of a refund, particularly for:

  • Returns without a receipt where the purchase can be verified.
  • Returns after the standard return period but within a reasonable timeframe.
  • Special circumstances where a full refund is not applicable but we wish to maintain customer satisfaction.

Store credit will be issued in the form of an electronic gift card or account credit that can be used for future purchases on our website or mobile applications. Store credit does not expire and can be used for any product or service offered by PhoneArmor.

8. Cancellation of Orders

8.1 Pre-Shipment Cancellation

You may cancel an order before it has shipped by contacting our customer service team as soon as possible after placing the order. If we are able to stop the order before processing, we will issue a full refund to your original payment method.

8.2 Post-Shipment Cancellation

Once an order has shipped, it cannot be canceled. You will need to wait for the delivery and then follow the standard return process outlined in this policy.

9. Special Circumstances

9.1 Promotional or Sale Items

Products purchased during special promotions or sales are subject to the same return policy unless otherwise specified in the terms of the promotion. Any special return terms will be clearly communicated during the promotional period.

9.2 Gift Returns

If you received a product as a gift, you may return it within 30 days of the delivery date with a gift receipt or proof of purchase. Since we cannot refund to the gift recipient's payment method, gift returns will be processed as store credit or an exchange.

9.3 Bulk Orders

For bulk orders (10 or more of the same product), special return conditions may apply. Please contact our customer service team for specific information before placing a bulk order.

10. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are located in the European Union, United Kingdom, or other jurisdictions with strong consumer protection laws, you may have additional rights beyond what is outlined in this policy. We comply with all applicable consumer protection laws in the jurisdictions where we operate.

For customers in the European Union: Under the EU Consumer Rights Directive, you have the right to cancel your order without giving any reason within 14 days of receiving the goods. To exercise this right, you must inform us of your decision to cancel before the 14-day period expires.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any changes to this policy constitutes your acceptance of the changes. We encourage you to review this policy periodically to stay informed about our refund practices.

12. Contact Information

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

PhoneArmor
11 Russell Corner
North Michaelton, NG5 1JR
United Kingdom
Email: returns@phonearmor.com
Phone: +44 430 862 0434
Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM GMT