1. General Conditions

1. As-Is Sales:

   • All products are sold “as-is.” Claims, returns, or refunds are only accepted for items that meet specific criteria outlined below.
     
     

2. Eligibility for Claims:

   • Claims are only valid for defective devices, incorrect items, or items significantly different from the product description.
   • Claims must be initiated within 5 days of receiving the item(s).
     
     

3. Restocking Fees:

   • Approved returns may be subject to a restocking fee, which is based on the order, model, and current market conditions. Restocking fees are non-negotiable.
     
     

4. Buyer Responsibility:

   • Buyers are responsible for all return shipping costs unless the claim is due to an error on our part (e.g., wrong product shipped).
     
     

2. Returns Process

1. Initiate a Claim:

   • To start the return or refund process, complete the Returns and Refund Form this page. Include all required details:
     • Full Name
     • Email
     • Phone Number
     • Date of Purchase
     • Order Number
     • Description of Claim
     • Pictures of Product (in .jpg format)
   • Incomplete or inaccurate forms may delay the resolution process.
     
     

2. Documentation Required:

   • Provide clear, high-quality pictures showing the issue with the product.
   • Retain original packaging and product until the claim is resolved.
     
     

3. Return Shipping:

   • Items approved for return must be shipped back within 5 days of claim approval.
   • Ensure items are securely packaged to prevent damage during transit.
     
     

3. Refunds

1. Refund Eligibility:

   • Refunds are only issued for claims that are approved due to defective or incorrect items.
   • Refunds will not be processed for buyer’s remorse or compatibility issues.
     
     

2. Processing Time:

   • Refunds are processed within 5 business days after the returned item has been received and inspected.
     
     

3. Refund Method:

   • Refunds will be issued using the original payment method. Wire payment refunds may incur a processing fee.

      

4. Claims for Auctioned Items

1. Auction-Specific Policies:

   • Items purchased through auctions are sold “as-is” with no guarantees. Claims are only accepted for:
     • Incorrect items (e.g., wrong lot shipped).
     • Significant discrepancies between the product description and the item received.
   • Claims for unlocked devices must follow the Device Unlocking Policy (e.g., submit IMEI for verification).
     
     

2. Data Clearing and Unlocking Issues:

   • Phones Canada is not responsible for any issues arising from the buyer’s failure to clear data or unlock devices.
     
     

5. Resolution Process

1. Review Period:

   • All claims are reviewed within 3 business days of submission.
   • Additional information or documentation may be requested during this period.
     
     

2. Approval/Denial Notification:

   • Approved claims will receive instructions for the next steps (e.g., return shipping, refunds).
   • Denied claims will include a detailed explanation.
     
     

3. Disputes:

   • Disputes regarding claims are handled through our arbitration process. Arbitration decisions are final.
     
     

6. Non-Returnable Items

1. Final Sale Items:
   • Certain products, such as damaged devices purchased at a discount or explicitly labeled “Final Sale,” are not eligible for returns or refunds.
     
     
2. Condition Violations:
   • Items returned with physical damage caused by the buyer, missing accessories, or altered software will not be eligible for refunds.