Refund policy
Return & Refund Policy
At getphonery.com, customer satisfaction is important to us. This Return & Refund Policy explains the conditions and procedures that apply to returns, exchanges, and refunds for products purchased through our website.
getphonery.com is an online retail store operated by TRANSWINGS GLOBAL FZC LLC, a company registered in the United Arab Emirates.
By placing an order through our website, you agree to the terms of this policy, subject to any rights you may have under applicable consumer protection laws.
Return Window
Customers may request a return within 60 days from the date the order is delivered, subject to the eligibility requirements and exclusions described in this policy.
Requests submitted after the applicable return period may not be eligible for a return, refund, replacement, store credit, or exchange unless otherwise required by applicable law.
Eligible Return Method
Returns are currently handled by mail.
Customers must contact our support team and receive return instructions before sending a product back. Unauthorized returns may experience delays in processing or may not be accepted if we cannot identify the associated order or verify the return request.
Return Eligibility Requirements
To generally qualify for a return, products should:
- Be returned within the applicable return period
- Be in their original condition, subject to the reason for the return
- Not show excessive wear, misuse, or intentional damage
- Include original accessories, components, manuals, and packaging where reasonably available
- Be associated with a valid order or sufficient proof of purchase
Returned products may be inspected before a refund, replacement, or exchange is approved.
Non-Returnable Items
Certain products may not be eligible for return because of their nature, hygiene considerations, customization, legal restrictions, or product-specific conditions.
Examples may include:
- Personalized or custom-made items
- Gift cards
- Products specifically identified as final sale or non-returnable
- Products damaged through misuse, neglect, or improper handling after delivery
- Products returned without sufficient order or purchase information
Additional product-specific return restrictions may be stated on the applicable product page where relevant.
How to Start a Return
To request a return, contact our customer support team at support@getphonery.com.
Please include:
- Order number
- Customer name
- Description of the issue or reason for the return
- Photographs or video where relevant, particularly for damaged, defective, or incorrect products
After reviewing your request, we will provide the applicable return instructions if the return is approved.
Return Shipping
For approved returns, we will provide instructions regarding the applicable return shipping method.
Whether a return shipping label is provided and whether return shipping costs are covered may depend on the reason for the return and the circumstances of the order.
Customers should not send products to an address other than the return address provided by our support team.
Condition Assessment
Returned products may be inspected after they arrive at the designated return facility.
The inspection may consider:
- Product condition
- Completeness of the returned item
- Included accessories and components
- Signs of misuse or damage
- Compliance with the applicable return requirements
The inspection outcome may affect whether a refund, replacement, or exchange is available.
Exchanges
Where available, customers may request an exchange instead of a refund.
Exchange requests are subject to:
- Product availability
- Inventory levels
- Return eligibility
- Inspection of the returned product where applicable
If the requested replacement product is unavailable, we may offer a refund or another appropriate resolution.
Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from the product you ordered, please contact us at support@getphonery.com as soon as reasonably possible.
We may request photographs, video, packaging information, or other details to help us investigate the issue.
After reviewing the information, we will provide the appropriate instructions or resolution in accordance with this policy and applicable law.
Refund Approval Process
Refund eligibility is determined after the return request has been reviewed and, where applicable, the returned product has been received and inspected.
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
Where the original payment method cannot be used, an alternative refund method may be used where legally permitted and operationally appropriate.
Refund Processing Time
Approved refunds are generally processed within 10 business days after the returned product has been received and approved for refund.
After we process the refund, the payment provider or financial institution may require additional time before the funds appear in the customer's account.
The time required for funds to become available may vary depending on the payment method and financial institution.
Restocking Fees
getphonery.com does not charge a restocking fee.
No separate restocking charge will be deducted from an approved refund solely for returning an eligible product.
Partial Refunds
In certain circumstances, a partial refund may be appropriate when a returned product does not fully satisfy the applicable return requirements but retains some value.
This may include situations involving missing components, significant use or wear, or an incomplete return, where permitted by applicable law.
Any partial refund will be determined based on the circumstances of the individual return.
Refused Deliveries and Unclaimed Packages
If an order is refused by the recipient or remains unclaimed and is subsequently returned to us by the carrier, we will review the shipment and order circumstances before determining whether a refund or reshipment is available.
Where permitted by law, carrier charges, customs charges, storage fees, or other costs resulting from a refused or unclaimed shipment may be deducted from an eligible refund.
Returned-to-Sender Shipments
If a package is returned because of an incorrect or incomplete shipping address, failed delivery attempts, or other customer-related delivery circumstances, please contact us at support@getphonery.com.
We will review the order and shipment status and determine the available options for refund or reshipment.
Customers are responsible for providing complete and accurate delivery information at checkout.
Chargebacks and Payment Disputes
If you have a concern about an order, payment, product, refund, or delivery, we encourage you to contact our customer support team so that we can review the matter.
Customers retain any rights they may have to contact their payment provider or financial institution regarding a payment dispute.
We may review disputed transactions and relevant order information when responding to payment disputes or chargebacks.
Returns and Fraud Prevention
We may review return and refund requests to protect customers and our business from fraud, abuse, or unauthorized activity.
Where there is reasonable evidence of fraud, misuse of the return process, or other prohibited activity, we may take appropriate action, subject to applicable law.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded or limited under applicable law.
Where applicable law provides rights or protections that are more favorable to the customer than the terms of this policy, those legal rights will apply.
Policy Updates
We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, services, or legal requirements.
The latest version of the policy will be published on this page. Changes will apply from the effective date stated or, where no separate effective date is provided, from the date of publication.
Contact Us
If you have questions about returns, exchanges, refunds, or product eligibility, please contact us:
Legal Business Name: TRANSWINGS GLOBAL FZC LLC
Website / Trading Name: getphonery.com
Phone: +971 55 321 1591
Email: support@getphonery.com
Business Address:
SPC Free Zone, Ground Floor, Al Zahia Area 2,
Sheikh Mohammed Bin Zayed Road,
Sharjah, United Arab Emirates
Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM (UAE time)