Return & Refund Policy

Ulefone Official Return Guidelines (General)

Scope

• These guidelines apply only to products purchased directly through store.ulefone.com. For offline returns, please contact the original supplier.
• Returns must comply with both these guidelines and the specific policy terms. We promise a hassle-free and convenient process. We are committed to ensuring our customers have a satisfying shopping experience on our website.

General Return Requirements

● RMA Service Order Number: All returns must be obtained by contacting customer service via online chat or email (service@store.ulefone.com).
● Data Clearance: Personal information must be completely deleted before returning, otherwise a refund may be affected.
● Packaging Retention: The original packaging must be retained for at least 30 days after purchase. If any cosmetic defects or missing parts are found, a restocking fee of 20% of the order amount will be charged.
● Rejection Circumstances 
Returns will not be accepted in the following cases:
• Products purchased from other than the official store, store.ulefone.com;
• Products with missing, damaged, altered, or unreadable IMEI or serial number labels, manufacturer model, or part number labels;
• Products missing the original packaging and accessories (including the retail box, manual, data cable, and all other items that originally came with the product);
• Products with physical damage (such as scratches, malfunctions not related to quality issues) or signs of tampering.
• All customers must confirm the return address and details with us before returning the defective phone to us. We will not be held liable if you return it to the return address on the original package we sent you.

Return Policy Details

1. Non-Quality Returns

• Time Limit: Products can be returned within 30 days. You must provide photos or videos proving that the phone is in new, unused condition and free of any other damage or component defects. If the returned device is missing key components or included gifts, a corresponding fee will be charged. For subjective reasons (such as regret or appearance not meeting expectations), a 10% handling fee will be deducted.

• Shipping Costs: If the return is due to consumer-related reasons, the consumer is responsible for shipping costs, which vary depending on the courier you choose.
(Note: Returns due to issues with the phone's frequency provider are exempt from the order handling fee, but the customer is responsible for shipping and return shipping.

2. Returns Due to Quality Issues

• Deadline: If your phone is damaged or defective upon receipt, you may contact us within 30 days of receiving the package to discuss the damage and receive a refund or replacement. Please email us a photo of the item/package and a detailed description of the issue. After verifying all required information, we will provide a replacement, return, or refund based on the circumstances.

• Shipping Costs: If a replacement is required due to our fault or if the product is under warranty, Ulefone will cover the return shipping costs (up to US$25). Shipping receipts are required for reimbursement. (Note: Please return the product to us via your local post office. Do not use courier services such as DHL, UPS, TNT, or FEDEX. Customs may incur import duties and delays. If we are unable to receive the product, we cannot arrange a replacement or repair. If you encounter difficulties returning your phone, such as high shipping costs, battery restrictions in your country, or other issues, please discuss and work out a solution with us.)

• Replacement Policy: Replacements with quality issues are free shipping using our default shipping method. Expedited delivery will incur a fee.

• Brand new products can be returned or exchanged within thirty days of purchase, excluding corporate/bulk orders, which may not be refunded. (Note: Orders of more than four items are considered bulk orders. *Accessories are not included.)

3. Order Cancellation

• Full refunds are available within 24 hours of order placement. Cancellations after 24 hours will incur a 5% service fee. (Note: Orders already shipped and in transit cannot be canceled.)

4. Refund Process

• After we receive and review your return, we will notify you whether your refund has been approved. If approved, the refund will be automatically credited to your original payment method. Please note that your bank or credit card company may take some time to process and credit the refund. If you purchased with a credit or debit card, the refund may take up to 30 days to be credited.

Return and Exchange Process

● Requesting an RMA: Contact customer service at mailto:service@store.ulefone.com to obtain a return number and address (9/F, Block B, Hang Sing Centre, 72 Hung To Road, Kwun Tong, Kowloon, Hong Kong);
● Returning the item: Proof of purchase must be included and mailed within 15 days; otherwise, the number will be invalid;
● Tracking: Provide your tracking number for tracking purposes;
● Refund Processing: After verification, a refund will be issued to the original payment method, minus any fees and providing a reason.

Special Instructions

• Gift Returns: Promotional gifts must be returned with any returns or exchanges; otherwise, the corresponding gift price will be deducted from the order.
• Expired Returns: Products exceeding the return period can be transferred to warranty service. Please refer to the [Warranty Policy Page] for details.
• Policy Updates: This document was last updated on July 29, 2025. Ulefone reserves the right to make changes.
• Exchanges and Refunds: In all the above cases, we will only resend or refund after we have received the returned item, confirmed that the phone is in good condition, and confirmed that the issue is the same as the manufacturing or shipping issue described by the customer.
• Packaging Recommendations: We recommend that you include a note with the following details in your return package:

  1. Your order number;
  2. The name and IMEI number of the returned phone;
  3. The reason for your return.