Return and Exchange Policy

Warranty Policy for Used Phones:

• Checking Warranty: All used phones sold come with a 3-day checking warranty. During this period, customers can thoroughly check their purchased phone for any defects or issues.
• Board and Screen Warranty: In addition to the checking warranty, we provide a 3-month warranty specifically for the phone's motherboard and screen. This warranty covers any functional defects that may arise with the motherboard or screen within the 3-month period from the date of purchase.
• Battery Exclusion: Please note that the battery is not included in the warranty. Any issues related to the battery are not covered under the checking or 3-month warranty.

 

Violation of Warranty Policy:

We will not handle returns, refunds, replacements, or warranty claims in the following cases:

1. Physical Damage: If the phone has sustained any physical damage after the sale, including but not limited to drops, cracks, water damage, or unauthorized repairs.
2. Misuse or Negligence: Any issues arising from misuse, negligence, or failure to follow the proper care instructions for the device.
3. Tampering: If the phone has been tampered with, including any unauthorized modifications or attempts to repair the device by someone other than an authorized technician.
4. Battery Issues: As stated earlier, battery-related issues are not covered under our warranty policy.
5. Expired Warranty: Any claims made after the warranty period has expired.

Important: Customers should be vigilant in checking their devices during the 3-day checking warranty period and ensure proper care to avoid any issues that may void the warranty.

 

Return Policy:

Product returns are accepted under the following circumstances:

1. Defective or Damaged Products: If a product is found to be defective or damaged upon delivery and does not meet the quality standards described on our website.
2. Incorrect Items Delivered: If the company mistakenly delivers a product that differs from what was ordered.

Exchange Policy:

Customers may request a replacement within fourteen (14) days of delivery under the following conditions:

1. Damaged Product: If the delivered product is physically damaged or has visible defects such as dents, scratches, broken keys, a malfunctioning camera, or irregular battery performance.
2. Non-functional or Flawed: If the item is defective or malfunctions upon delivery.
3. Incomplete Order: If the delivered order is missing accessories or parts.
4. Incorrect Items Delivered: If the product delivered differs from what was ordered.

Warranty Terms:

• One-Year Manufacturer's Warranty: Products are covered by a one-year warranty according to the manufacturer's terms and conditions. Customers must contact the manufacturer's service center for warranty assistance and must provide pictures and a video of the product unboxing.
• 14-Day Refurbished Product Warranty: Refurbished products come with a 14-day warranty. Customers should contact the GrouponSouq service center directly within 14 days for warranty service and must provide pictures and a video of the product unboxing.

Exclusions:

• Acts of Nature and Mishandling: Defects caused by lightning, unusual voltage, natural disasters, drops, mishandling, or damage during customer transport are not covered.
• Tampering and Unauthorized Repairs: Any damage, breakage, repair, or alteration of the product voids the warranty. Warranties do not cover accessories.
• IMEI and Invoice Requirements: The warranty is void if the IMEI is deleted, altered, or does not match the GrouponSouq database, or if the original invoice is missing, altered, or obtained illicitly.
• Software Issues: Damage caused by the use of incorrect software is not covered.
• Data Responsibility: GrouponSouq is not responsible for data loss or misuse. Customers must back up and erase their data before returning a device.
• Packaging and Shipping: Customers are responsible for proper packaging when returning items. GrouponSouq is not liable for damage due to poor packaging. The customer will bear all handling and shipping costs if the phone is found to be in working condition.

Important Notes:

• Always make an unboxing video when you receive products. No return, replacement, refund, or warranty claim will be valid without video or picture proof.
• Before returning any device, ensure the Apple ID, passcode, or pattern lock is removed, or provide the necessary passcode.
• The client must present the original invoice and IMEI number to be eligible for any services.