Return & Refund

Our Commitment to Satisfaction

At Fliphand, we are fully committed to ensuring that every customer enjoys a smooth, transparent, and fully satisfactory shopping experience from the moment an order is placed to any potential after-sales service that may be required, which includes handling returns, processing refunds, and honouring warranty claims. This document serves as a detailed explanation of your rights as a consumer and outlines our obligations as a responsible retailer.

1. Standard Returns (Non-Defective Items)

Customers who change their minds or decide that the purchased item no longer suits their needs may initiate a return within fourteen (14) calendar days from the confirmed date of delivery, provided that the product remains unused, in pristine and fully resalable condition, complete with its original packaging, all accessories, manuals, and promotional materials, and has not been damaged, altered, or activated in any form.

Customers must contact our customer service team prior to sending the item back in order to obtain a return authorisation code and detailed return instructions. Customers are responsible for arranging and paying for return shipping using a tracked and insured service. Fliphand is not liable for any loss or damage incurred during transit.

Upon successful inspection confirming that the returned item meets the required conditions, a refund will be issued to the original payment method, minus any applicable deductions for depreciation or handling if necessary.

2. Wrong or Defective Items

If a customer receives an incorrect product or a device that is defective upon arrival (DOA – Dead on Arrival), the issue must be reported within three (3) business days of delivery.

Customers are required to provide the order number, a clear description of the issue, and photographic and/or video evidence to allow Fliphand to validate the claim.

Depending on the nature of the issue and stock availability, Fliphand may offer a replacement, a full refund including original shipping costs, or reimbursement of return postage where applicable.

3. One-Year Warranty for Refurbished Devices

All refurbished devices sold by Fliphand are covered by a one-year limited hardware warranty commencing from the confirmed delivery date. This warranty covers manufacturer-related hardware defects arising under normal usage conditions.

The warranty does not cover accidental damage, liquid damage, cosmetic wear, battery degradation due to age, unauthorised repairs, software modification (including jailbreak or unlocking), or the use of non-approved accessories.

For Apple iPhone models including but not limited to iPhone 11, 12, and 13 series, system notifications such as “Important Display Message” or “Unknown Part” may appear due to prior refurbishment. These messages are cosmetic only and do not affect functionality or safety.

To initiate a warranty claim, customers must provide the original order reference, fault description, supporting media evidence, and troubleshooting steps taken. Devices may be requested for return and verified via IMEI or serial number.

Approved claims will result in repair, replacement, or a proportional refund at Fliphand’s discretion. Customers are responsible for shipping devices to Fliphand, while return shipping after approved repair or replacement will be covered by us.

4. Delivery & Returns

All orders are shipped using secure, trackable courier services. Dispatch confirmation and tracking details are provided once shipment is arranged.

Fliphand guarantees that all devices match the listed condition grade (A/B/C) and undergo a final inspection prior to dispatch.

For international shipments, buyers are responsible for all import duties, VAT, customs clearance fees, or other charges imposed by local authorities.

For change-of-mind returns that are not due to product faults, refunds may be subject to a deduction of up to twenty percent (20%) of the original order value, reflecting the diminished value of the item once it has been dispatched, handled, and removed from new or resale-ready circulation.

This deduction is not a mandatory or fixed fee and will be assessed on a case-by-case basis depending on the condition of the returned item.

Original shipping charges and any custom hardware upgrades (including but not limited to battery replacements) are strictly non-refundable under all circumstances.

Returned items must be securely packaged, free of all personal accounts or locks (including iCloud), and accompanied by the original invoice or proof of purchase.

Once the returned item has been received, inspected, and verified, any approved refund will be processed within seven (7) working days.

5. Repairs & Repair Warranty

Repaired devices are covered by a three-month (3-month) limited warranty on the specific parts replaced.

This warranty excludes subsequent accidental damage, liquid exposure, misuse, or third-party tampering.

For iPhone 11–13 screen repairs, “Important Display Message” notifications may temporarily appear and will disappear automatically.

Unclaimed devices after thirty (30) days may be recycled or resold to recover costs.

Customers are advised to back up all data prior to repair, as Fliphand is not liable for data loss.

Inspection, Repair & Shipping Responsibilities

Any device returned to Fliphand for inspection, diagnosis, warranty assessment, or repair—whether under warranty or as a paid service—must be shipped to us at the customer’s own expense.

Upon receipt, our technical team will carry out a full inspection, diagnostic testing, and, where applicable, proceed with necessary repair steps to determine whether a fault exists and whether the issue falls within warranty coverage.

If a fault is confirmed and the claim is approved under warranty, Fliphand will repair or replace the device in accordance with the applicable warranty terms. Return shipping following an approved warranty repair or replacement will be covered by Fliphand, unless otherwise stated.

If no fault is found, or if the issue is determined to be outside the scope of warranty coverage (including but not limited to user error, accidental damage, liquid damage, software modification, or normal wear and tear), the customer will be responsible for paying the return shipping fee before the device is dispatched back to the customer.

Devices that remain unpaid for, uncollected, or not arranged for return within thirty (30) calendar days from the date of notification will be deemed unclaimed. Fliphand reserves the right to recycle, dispose of, or resell such devices in order to recover inspection, repair, storage, or administrative costs, without further liability.

6. Consumer vs Wholesale Terms

Consumer purchases are covered by standard 12-month refurbished device warranties and return policies.

Wholesale or B2B purchases are governed by separate wholesale terms, including a fourteen (14) day limited warranty only.

Wholesale sales are final, sold “as-is,” and exclude cosmetic, battery condition, or software limitation claims.

7. Terms & Definitions

All prices are listed in Great British Pounds (GBP) or Euros (EUR), as displayed at the time of purchase.

Items sold under the VAT Margin Scheme are not eligible for VAT breakdown or VAT reclaim, and no separate VAT amount will be shown on the invoice, regardless of the currency used.

Orders are deemed accepted upon invoice issuance and dispatch confirmation.

All policies are governed by the laws of England and Wales, with exclusive jurisdiction of English courts.

Definitions

“We”, “us”, “our” refer to Fliphand
“You” refers to the buyer
“Goods” refers to purchased products or services
“Order” refers to a confirmed purchase