Return Policy

Ulefone Official Return Guidelines (General)

Scope

  • These guidelines apply only to products purchased directly through store.ulefone.com. For products bought via offline channels, please contact the original supplier for return-related matters.
  • All returns must adhere to the terms of these guidelines and applicable regulations. We are dedicated to offering you a hassle-free return process and endeavoring to ensure a satisfactory shopping experience on our official website.

General Return Requirements

1. Return Merchandise Authorization (RMA) Number: An RMA number is mandatory for all return requests. To obtain it, please contact our customer service via online chat or email at service@store.ulefone.com. Returns submitted without a valid RMA number will not be processed.
2. Data Erasure: All personal data stored on the device must be completely erased prior to returning the device. Failure to clear personal information may result in a delay to the refund process.
3. Original Packaging Retention: The original product packaging must be retained for at least 30 days from the date of purchase. A restocking fee equivalent to 20% of the order value will be charged if the returned product is found to have cosmetic defects or missing parts due to improper packaging.

4. Returns Rejection Scenarios

Returns will not be accepted under the following circumstances:

  • Products that were not purchased directly from the official store at store.ulefone.com;
  • Return requests submitted due to price adjustments or exchange rate fluctuations;
  • Products with missing, damaged, altered, or illegible IMEI/serial number labels, manufacturer model numbers, or part number labels;
  • Products returned without the original packaging and accessories (including the retail box, user manual, charging cable, and all other factory-supplied items);
  • Products with physical damage (e.g., scratches) or signs of tampering that was not caused by product quality issues
5. Prior to returning a defective device, please confirm the designated return address and detailed requirements with our customer service. We shall not assume any responsibility for returns shipped to the address printed on the original packaging without prior confirmation, and all associated liabilities shall be borne by the customer.

Detailed Return Policy

1. Returns for Non-Quality Reasons

• Return Time Limit: Brand-new products can be returned within 30 days from the date of receipt. No return requests will be accepted beyond this 30-day period for any reason. Corporate orders and bulk orders are not eligible for refunds.

Note: A bulk order is defined as any single order containing 4 or more products, excluding accessories.

• Return Eligibility Requirements: To be eligible for a refund, returned products must be in brand-new or like-new condition and shipped back in the original packaging. For information security purposes, prior to packaging, please ensure all activated security features are disabled, sign out of all cloud services including "Find My Phone®", remove personal accessories not intended for return (e.g., SIM cards, SD cards, etc.), and completely erase all personal data (including photos, videos, contacts, personal account information, etc.) via a factory reset.

For security purposes, we will not accept or process any products containing personal information.

• Prior to returning the product, you are required to provide us with photos of all six sides of the device or a clear video to confirm that it is brand-new, unused, undamaged, and free of component defects. If the returned device is found to be missing key components or free gifts, the corresponding value will be deducted from the refund. A handling fee of 10% of the order value will be charged for returns initiated due to subjective reasons (including but not limited to change of mind, dissatisfaction with the phone's appearance or personal user experience, mistaken purchase of incorrect model or specification, mere change of purchase intention, mismatch between functional configuration and personal expectations, switch of preference to other brands or models, etc.).

• Return Shipping Fees

If a return is requested due to personal reasons (e.g., change of mind, dissatisfaction with the phone's appearance or personal user experience), the customer shall bear all associated shipping costs, with the specific amount subject to the pricing standards of the selected courier service provider. If your order qualified for the free shipping offer on purchases over $500, you will be required to additionally cover the original $25 shipping fee when returning the product.

Note: Returns resulting from incompatibility between the SIM carrier and the device are exempt from the order handling fee, but the customer is responsible for all outbound and return shipping costs.

2. Returns for Quality Issues

• Application Period If you receive a damaged or defective device, please contact us within 7 days from the date of receipt to report the issue and apply for a refund or replacement.

Note: All our products have passed Google Mobile Services (GMS) certification prior to shipment and fully comply with Android system specifications. If a problem arises from third-party app compatibility or the Google system itself during usage, or if the issue is a software-related one that can be resolved through remote guidance but the customer refuses to follow the provided instructions and insists on returning the product, such cases are not deemed as quality issues and will be processed in accordance with the provisions of "1. Returns for Non-Quality Reasons".

Please send photos of the product and its original packaging and a detailed description of the issue via email. After verifying all necessary information by our customer service team, we will arrange for a replacement, return, or refund based on the actual situation.

• Shipping Fee Instructions:

  1. If a replacement is required due to our liability, or if the product is still within the warranty period, Ulefone will cover the return shipping cost (up to $25 reimbursement). A valid shipping receipt must be provided to claim reimbursement.
  2. Friendly Reminder: Please ship the product back to our designated address via a local logistics service provider. Please note that customs authorities may impose import duties and cause shipping delays. We will not be able to arrange a replacement or repair service if we fail to receive the returned product. If you encounter any difficulties during the return process, such as excessively high shipping costs, battery shipping restrictions in your country/region, or other issues, please contact us promptly, and we will assist in negotiating a solution.

• For mobile phones confirmed via our after-sales email to be eligible for replacement due to quality issues, you are required to return the device in accordance with the after-sales guidelines. Upon receipt and successful verification of the returned device, we will ship the replacement unit to you free of charge via our standard shipping method. An additional fee will apply if expedited shipping is requested.

3. Order Cancellation

• Full refunds are available for orders canceled within 24 hours of submission. A service fee of 5% of the order value will be charged for order cancellations requested after the 24-hour window.

Note: Orders that have been shipped and are in transit cannot be canceled.

4. Refund Process

• After receiving and inspecting your returned product, we will notify you of the refund approval status.

If the refund is approved, the funds will be automatically credited back to your original payment account.

Please note that banks or credit card companies require a processing period for refunds. For payments made via credit or debit card, refunds may take up to 30 days to reflect in your account. We appreciate your patience during this time.

Return and Exchange Process

1. Apply for Return Merchandise Authorization (RMA): Contact our customer service via email at service@store.ulefone.com to obtain your exclusive RMA number and the designated return address (9/F, Block B, Hang Seng Centre, 72 Wang Toi Road, Kwun Tong, Hong Kong).
2. Ship the Product Back: Please return the product along with the purchase proof within 15 days of receiving your RMA number. Failure to do so will result in the automatic invalidation of the RMA number.
3. Provide Shipping Tracking Number: After shipping the return, please provide the tracking number to enable us to monitor the package status in real time.
4. Refund Processing: Upon verifying that the returned product meets the required standards, we will process the refund via your original payment method (deducting any applicable fees and notifying you of the refund reason) or arrange for a replacement as agreed.

Special Instructions

1. Return of Free Gifts: Promotional free gifts must be returned along with the main product. If the free gift is not returned, the corresponding value will be deducted from the order amount.

2. Expired Returns: Products returned beyond the specified return period can be processed under the warranty service. For details, please refer to the [Warranty Policy Page].

3. Policy Updates: This document was last updated on December 25, 2025. Ulefone reserves the final right of interpretation and the right to modify this policy at any time.

4. Replacement and Refund Conditions: In all the aforementioned scenarios, replacements or refunds will only be arranged after we have successfully received the returned product, confirmed that its condition meets the requirements, and verified that the reported issue is consistent with the manufacturing or shipping defect described by the customer.

5. Packaging Recommendation: We recommend including a note inside the return package with the following information:

  • Your order number
  • The model name and IMEI number of the returned phone
  • The reason for the return