Return & Refund Policy

Forever Phones sells pre-owned and refurbished devices that are inspected before dispatch. Customers must carefully read this policy before placing an order.

1. Return Window

Eligible return requests must be reported within 48 hours of delivery of the device.

The 48-hour period begins from the time the delivery is recorded as completed by the courier.

Requests submitted after the applicable return window may not be accepted, except where otherwise required by applicable law.

2. Mandatory Unboxing Video

A continuous and clear unboxing video is mandatory for any damage, missing item, wrong-device, delivery-related damage or device-condition claim.

The video should begin before the parcel is opened and should clearly show: the unopened parcel and shipping label; the package condition; the process of opening the parcel; the complete device and accessories/inclusions received; and the issue being reported.

Without sufficient unboxing evidence, Forever Phones may be unable to verify a courier damage, missing-item, wrong-item or tampering claim.

3. Device Inspection / Security Stickers

Certain devices may carry inspection/security stickers, labels or barcodes.

Where such stickers/barcodes are present on the front, back or other designated portions of the device, the customer must not remove, peel, tear, alter or tamper with them before completing the initial inspection / 48 hours.

Removal or tampering with such identification/inspection stickers may make the device ineligible for return where the removal prevents verification of the device's condition, identity or handling.

This restriction does not override rights that cannot legally be excluded.

4. Valid Return Request

A return request must clearly describe the issue and may require supporting photographs and/or videos.

Forever Phones may conduct a verification process before approving a return.

The customer must reasonably cooperate with verification requirements, including providing photographs, videos, order details and other information necessary to establish the reported issue.

5. Return Approval

Once the reported issue is verified and the return is approved, Forever Phones will initiate the return shipment process and provide the applicable return instructions.

The customer should not independently ship the device to any address without receiving return instructions.

6. Return Processing Time

After the returned device reaches Forever Phones, the return inspection and processing may take up to 10 working days, depending on the nature of the issue and verification requirements.

7. Replacement / New Order Option

After a valid return is accepted, the customer may be eligible to order another device of the same applicable price/value category without paying the order/service charge again.

The previously paid order/service charge may be adjusted toward the replacement order, subject to availability and applicable product terms.

The replacement device is subject to stock availability and may not necessarily be the identical physical unit originally supplied.

8. Refunds

Where a refund is approved, the refund will generally be processed to the original payment method used for the transaction.

Where the order is cancelled by Forever Phones because the device cannot be supplied, the eligible device payment shall be refunded as described in the Terms & Conditions.

Refunds may be subject to payment gateway/banking processing timelines after Forever Phones initiates the refund.

9. Non-Returnable Situations

A return may be rejected where, after verification, the issue is found to result from customer handling or use, including physical damage, liquid damage, unauthorised repair or opening, tampering, modification, part substitution, removal of required identification/security labels, misuse or other customer-caused damage.

However, this section does not exclude any mandatory legal rights applicable to defective or materially misrepresented goods.

10. Customer-Caused Damage

If a device was supplied in working condition and the issue is caused after delivery by misuse, accidental damage, liquid exposure, unauthorised repair, tampering or other customer action, the device may not qualify for a return or refund.

11. Final Verification

All returns are subject to inspection and verification after the product reaches Forever Phones.

A return shipment being accepted does not automatically mean that a refund will be approved. The final outcome depends on verification of the reported issue and the applicable policy/law.