Refund policy

Return and Refund Policy

This policy applies to online consumer purchases from Phone X2, including new and pre-owned products.

Change-of-mind returns

You may cancel your order without giving a reason by contacting us within 14 days of receiving your goods. You then have a further 14 days to return them. Email Bilal.phonex2@gmail.com with your order number and a clear cancellation request. Our approval is not required to exercise this right.

You are responsible for return delivery costs for change-of-mind returns. Please package goods securely and retain proof of postage.

Opened or used phones

Opening the packaging does not automatically remove your cancellation rights. You may inspect the phone as necessary to check its features and functioning.

If use goes beyond necessary inspection and reduces the product’s value, we may deduct the actual loss in value from your refund, as permitted by law. This may include prolonged use, scratches, damage or missing accessories. Any deduction will be explained; we do not charge an automatic restocking fee.

Return all supplied accessories and, where possible, the original packaging. Before returning a device, back up your data, remove your SIM card, sign out of accounts, disable activation locks and factory-reset it. Contact us if a fault prevents these steps.

Faulty or incorrect goods

Contact us promptly if your item is faulty, damaged on arrival, incorrect or not as described. We will arrange or cover necessary return costs.

If goods do not conform to the sales contract and you notify us within 30 days of delivery, you may return them for a full refund under your statutory rights. After 30 days, rights to repair, replacement, price reduction or refund continue as applicable.

These rights cover new and pre-owned goods, taking account of their agreed condition. Damage caused by misuse, accidents or normal wear and tear is not itself a product fault. Any warranty is additional to your statutory rights.

Refunds

For cancelled orders, refunds are due within 14 days of your cancellation notice, but we may withhold payment until we receive the goods or evidence of return, whichever comes first.

Refunds use the original payment method unless you agree otherwise. When the whole order is cancelled, standard outward delivery is refunded; additional express delivery charges are not.