This policy applies to online and in-store purchases from THE PHONE SHOP and does not limit any mandatory rights under United Arab Emirates consumer-protection law.
Return period
You may request a return or exchange within 7 days of delivery or purchase, with proof of purchase, provided the product is unused, not activated, in its original condition and packaging, and includes all accessories, gifts, and intact serial-number labels.
Opened or activated products
Where permitted by law, devices opened or activated are not returnable for change of mind. Personal-use products such as earphones cannot be returned after the hygiene seal is opened. Your rights remain available if an item is defective, not as described, damaged on delivery, or incorrect.
Defects, damage, or incorrect orders
Inspect your order on delivery and contact us within 7 days if it is damaged, incorrect, or develops a problem. We will inspect the item and serial number, then offer repair, replacement, or refund as appropriate under the warranty and applicable law. Damage caused by misuse, impact, liquid, tampering, or unauthorised repair is excluded.
How to request a return
Contact [email protected] or +971 54 273 8606 before returning an item, with your order number and photos where relevant. We will provide store-drop-off or shipping instructions. Do not send an item without return instructions. For change-of-mind returns, the customer pays return shipping. If we confirm a store error or defect, we cover reasonable return costs.
Inspection and refunds
Inspection starts after we receive the item. Once approved, we process the refund within 3 business days, normally to the original payment method. Your bank or payment provider may take additional time to post it. Original shipping charges are not refunded for change-of-mind returns; they are refunded where required for a confirmed store error or defect.
Exchanges
Exchanges depend on stock availability. Any price difference will be collected or refunded. The returned item must meet the conditions above.
Order cancellation
You may request cancellation before dispatch. After dispatch or delivery, the return conditions and applicable shipping costs apply.
Used devices and personal data
Used devices are also subject to the condition and warranty stated on the product page. Before handing over a device, back up your data, sign out of accounts, and remove any screen lock. We are not responsible for data left on the device.
Warranty
Faults reported after the return period are handled under the product or authorised-agent warranty terms, without limiting statutory consumer rights.