Return/Exchange Process

Should you wish to return a product, have it repaired or exchanged, please proceed as follows:

  1. You can contact the merchant via your refurbed™ account by selecting your order and clicking on "Create new request". Please indicate the reason for your return so that your request can be processed as soon as possible. If you need any help or if you have questions, the refurbed™ customer service team has insight into all communication between you and the retailer, so you can of course contact them via your account for fast and reliable support.

  2. The merchant will send you a return-label via email, which you can use to post your return free-of-charge. Please note that you have to dispatch the return within 14 days of receiving the label.

    1. Prior to dispatching the product, please make sure to save any personal data from the device using a backup of your choice. Then, reset the device to its factory settings and (for Apple devices) sever any links to iCloud.

    2. Print the return label.

    3. Make sure to package the product in a correct and safe manner. Should the original packaging not be available anymore, please use stable and professional packaging instead (e.g. a cardboard box with sufficient packing material; a padded envelope is not considered as stable packaging).

    4. Attach the return label to the package and take it to the appropriate parcel service, the name of which will be indicated on the label.

    5. Hand over the package to the parcel service, which will then transport your return to the merchant, free-of-charge.

    6. Don't forget to keep the tracking-ID, so that you can monitor the progress of the delivery at all times.

    Important: Only by using the return-label can you post your return free-of-charge.

  3. The package is delivered to the merchant.

    1. Every returned device is inspected by the merchant's technician. As soon as the merchant has accepted the return, the refund will be issued. Repayments must be made at the latest within fourteen days from the day on which you received notification of the cancellation of the contract.

    2. Should you have requested an exchange or repair, the merchant will inspect the returned device. They will then determine if a device is available for exchange or if a repair is possible. Should this not be the case, you will be issued a refund. If a repair is possible, please allow between 2 and 7 working days for the task to be completed.

    Important: The merchant can only issue a refund or provide you with an exchange once the old/defect product has arrived. This process is necessary, as the merchant has to verify that the returned device is identical to the original one.

  4. As soon as the merchant has completed the inspection and/or repair, they will send the device back to you.

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