What is a refurbished product/a refurbisher?
A refurbished product meets 3 key criteria:
- It has had a previous life (has belonged to an individual or a company / ex-display item / already offered for sale without finding a buyer, etc.).
- It has been checked by a qualified professional before being offered for sale again. And, if necessary, it has been upgraded and repaired. Which brings us to our third point.
- In terms of technical performance, it is as good as a new product. Its aesthetic appearance will depend on the cosmetic grade.
Is the device sold in its original packaging?
No. Every 100% original device undergoes a series of tests before it is repaired, if necessary, and is then packaged in a neutral box and therefore refurbished, sold with a range of accessories that are compatible but not original.
The accessories: are they included? are they original?
Every 100% original device undergoes a series of tests before it is repaired, if necessary, and is then packaged in a neutral box and therefore refurbished, sold with a range of accessories that are new and compatible if this is specified. The accessories are not original. They are supplied by brands specialized in the manufacture of chargers, earphones, etc.
When an accessory is sold with the product, this is always specified in the product advertisement. Any accessories not mentioned are not sold with the product.
Could the products sold be stolen or counterfeited?
VerySmartPhones does not resell stolen or counterfeited products.
The IMEI number (the phone's unique ID number) is always checked. Any lost/stolen/counterfeit phones are therefore identified immediately. If this happens, the relevant authorities are notified.
What condition will the battery be in?
Each battery is checked and tested. If it does not reach at least 80% of its initial charging capacity, it is automatically replaced with a new battery.
And if the battery performance is not satisfactory, you can of course make a claim under the warranty.
Are refurbished devices watertight?
Refurbished devices are not watertight. The devices are opened so that the product can be tested, which is why we cannot guarantee that our refurbished products are watertight.
I am not satisfied with my device accessories: what do I do?
Is an accessory missing from your order, or is an accessory faulty?
Go toyour account to display the summary of the order in question and check our advertisement; among others, it describes the type(s) of accessory or accessories that you can expect to receive.
If your order is not complete, we apologise in advance. Our items are packaged according to a process that meets strict requirements; however, we are not immune to handling errors. Contact Us within 24 hours as soon as you receive the parcel and send us a photo of the open parcel as proof. We will do our best to send you the missing item as soon as possible.
If the accessory received is faulty or if it stops working during the 12 months covered by the warranty, contact us so that we can replace it at no additional cost.
I am not satisfied with my device (too damaged, not working, etc.): what do I do?
Have you just received the product but it does not meet your expectations? We apologise and we will do our best to make sure you are entirely satisfied.
Our devices undergo a series of tests before being subject to a 30-point quality control procedure. Nevertheless, surprises are possible with electronic devices. The cosmetic grading is done by eye and it is possible that our requirements do not match yours.
If this happens, do not hesitate to contact us. We will do our best to meet your expectations and we undertake to offer you one or several solutions.
We ask that you provide photographs if these can support your claim.
If it turns out that an error has occurred, we will send you a prepaid return label so that we can exchange the product; if the product is no longer in stock, you will be refunded.
What does the warranty cover and how does it work?
The VerySmartPhones warranty covers all phone malfunctions that are not caused by your misuse of the device (malfunctioning touch screen, failing battery, buttons that become stuck, etc.). In case of any problems, you should go to the contact page.
At VerySmartPhones, we offer a 12-month warranty for every item sold. If you notice a malfunction during the warranty period, please contact us and indicate the issue(s) encountered. We promise that we will strive to find the best possible solution.
In case of a minor problem, we will repair the damaged item(s) at our own expense, otherwise we will replace the item within 3 weeks. The last option is subject to availability. If we do not have the item in stock at the time, we will refund your purchase.
If you lose the device, make it wet, put it in water, drop it, break it, or if it becomes oxidised, the warranty will not apply.
Moreover, any repairs completed by a third party (a person other than the refurbisher) are excluded from the warranty; the repairer will then be responsible for the replaced part.
Is it possible to pay in several instalments?
Payment can only be made online, by card or PayPal, in a single transaction. Payments in several instalments by transfer, cheque, or cash are not accepted.
Refunding an order: what is the procedure and timeframe?
Refunds are possible only within the framework of the right of withdrawal.
The right of withdrawal applies to a period of 30 clear days following the receipt of the order. After this time, the product ordered is covered by the warranty and may only be repaired or exchanged.
To receive a refund, contact us and we will send you a prepaid return label. To find out more about returns, please read our Returns Policy.
The refund process varies slightly between 2 cases:
Full refund of the order.
We have 7 days following the receipt of your order to activate the refund. The refund reverses the original payment made during the purchase.
Partial refund of the order (goodwill gesture or potential repair)
The transfer will be made within 24 working hours following the receipt of the invoice for a completed repair.
How do I obtain an invoice?
Go to your account to view the summary of the order in question, then click on “ Download my invoice”. If the button does not appear or if the invoice is not sent to you within 48 working hours, contact us.
What are the delivery times?
Orders are prepared within 24 working hours and shipped within 1 working day, excluding weekends and public holidays.
Please note that all orders made after 1pm on Friday will be shipped on the following Monday. Delivery times are determined by the carrier for information purposes only and unfortunately cannot be guaranteed. Delivery may take a little longer depending on the period and/or in the case of unforeseen events.
Around Christmas time, for example, high order numbers and often poor weather may extend the delivery time.
How do I change my delivery address or cancel my order?
Go to My Account.
Check your order summary:
If the order is marked as "shipped", it is too late to change the delivery address. The parcel will be sent to the address entered before the order was modified or cancelled.
If the address is changed and there is nobody at the initial address to collect the parcel and sign for it, it will be returned to the sender within 30 days and you will be refunded. However, please let us know anyway using the contact form. This should help us speed up the return of your parcel and consequently your refund.
If you simply want to cancel your order, contact us when you receive your parcel so that we can send you a prepaid return label. Please refer to our Returns Policy. You must inform us about your return request within 30 days from the day you receive your order. You must also follow our exchange or refund procedure and receive a prepaid return label so that you can return your order to us. Otherwise, we cannot guarantee that your product will be exchanged or refunded.
If the order is not yet marked as "shipped", contact us as soon as possible. We may be able to help you. However, we cannot guarantee that your request to change the delivery address or cancel your order will definitely be taken into account as this will depend on the preparation stage of your order.
How do I track my parcel?
To track your parcel, go to your account, then go to Purchase History.
Is the order marked as "shipped"?
Make a note of the carrier and the tracking number.
Then, go on the carrier's website to track your parcel.
If after checking the carrier's website it looks like the parcel may be lost or if there is a delay, do not hesitate to contact the carrier directly to clear things up. You can also contact us.
Is the order not marked as "shipped"?
If you placed your order more than 2 working days ago, do not hesitate to contact us.
I have a problem regarding delivery (order lost or late): what do I do?
The delivery time is specified on the order summary. It is always calculated in working days.
If your parcel takes longer than expected to arrive, don't worry:
Go toyour account, then to the order summary.
If the order is marked as "shipped", make a note of the carrier and the tracking number. You should be able to track your parcel on the carrier's website.
If the order is not yet marked as "shipped" and your order was placed more than 2 working days ago, contact us.
If after checking the carrier's website it looks like the parcel may be lost or if there is a delay, do not hesitate to contact the carrier directly to clear things up.
It rarely happens that a parcel is actually lost or that it is delivered to the wrong person. If this happens, contact us so that we can open a case with the carrier. If the product is not located after 15 days, we will refund you.
My parcel has arrived damaged: what do I do?
In general, you should always check the external appearance of the parcel before signing the delivery receipt.
If the product received is damaged (the screen or another part of the product is broken) even though the parcel was received in a good condition, you must contact us within 24 hours and send supporting photos so that we can launch an investigation.
The same steps must be taken if the parcel is lost or delivered to the wrong address. Once a case has been opened, it will be closed after 15 days. You will either receive a refund or a similar product will be sent to you, subject to stock availability
You must also follow our exchange or refund procedure and receive a prepaid return label so that you can return your order to us. Otherwise, we cannot guarantee that your product will be exchanged or refunded.
How do I return my product to the refurbisher?
If you wish to return your product because it has a technical fault or because you are not satisfied, you should contact us and submit a return request.
To return a product, you must follow our exchange or refund procedure and receive your prepaid return label. Otherwise, we cannot guarantee that your product will be exchanged or refunded.
Please remember to always disconnect your device from the iCloud or Google Play account associated with it.
If you forget to do this before returning the product, we will be obligated to ask you to provide us with your login details to proceed with the repair, exchange, or refund of your order.
Not disconnecting from your iCloud or GooglePlay account will prolong the time it will take to process your request and may even result in us being unable to grant your request.
Moreover, when you receive your item, please ensure that your order is correct as soon as you receive it.
If we have sent the wrong item by mistake, which would be very unusual, we want to resolve the problem as quickly as possible. You will receive a refund or a replacement depending on your wishes, but you must return the item in the same condition you received it and within 30 days of receiving it. Please ensure that you take reasonable care of the item, contact us within 24 hours following receipt, and print your prepaid return label.
If you receive a damaged or faulty item, we hope that you can accept our sincere apologies and we would like to assure you that we completely understand your dissatisfaction. You will receive a refund or a replacement depending on your wishes, but you must return the item in the same condition you received it and within 30 days of receiving it. Please ensure that you take reasonable care of the item, contact us within 24 hours following receipt, and print your prepaid return label.
If you notice a malfunction during the 12 months covered by the warranty, please contact us and indicate the issue(s) encountered. We promise that we will strive to find the best possible solution. In case of a minor problem, we will repair the damaged item(s) at our own expense, otherwise we will replace the item within 3 weeks. The last option is subject to availability. If we do not have the item in stock at the time, we will refund your purchase. Please make sure that you take reasonable care of the item and to inform us of any faults within the warranty period.