Refund policy

This policy describes refunds, claims upon receipt and warranty applicable to purchases made on shopyphone.ch.

Refunds

When a refund is due, it is made by the same means of payment as that used when ordering, unless otherwise agreed or technically impossible.

If a product becomes exceptionally unavailable after the order, we can offer an equivalent product with the customer's agreement or fully refund the amounts already paid.

Damaged, defective or non-compliant product

The customer is required to check the condition of the package and the product upon receipt.

In the event of a damaged package, defective product, missing product or receipt of a product different from that ordered, the customer must contact the Company immediately at contact@shopyphone.ch.

The customer is invited to keep the packaging, to make reservations with the carrier if possible and to send photographs of the package, the shipping label and the product concerned.

The Company will review the situation and propose an appropriate solution.

12 month warranty and extension to 24 months

9.1 Duration of the guarantee

Refurbished or used smartphones sold on the site benefit, unless otherwise more favorable, from a 12-month warranty from the date of delivery.

For any new products sold on the site, the applicable legal deadline remains reserved.

The commercial guarantee does not limit the mandatory rights enjoyed by the customer under Swiss law.

9.2 Scope of the guarantee

The warranty covers technical defects that existed at the time of delivery or that appear during the warranty period, provided that they do not result from misuse or an event occurring after delivery.

In particular, the following are excluded from the guarantee:

  • damage caused by impact, fall, breakage, twisting or excessive pressure;

  • broken or heavily damaged screens, windows or frames;

  • damage caused by water, humidity, condensation or oxidation;

  • damage caused by misuse or non-compliant use;

  • damage caused by an unsuitable accessory, cable or charger;

  • defects resulting from opening, modification or repair carried out by an unauthorized third party;

  • normal wear and tear of the product and its components;

  • normal decrease in battery performance;

  • data loss;

  • problems related to software, application, update, user account, password, activation lock, SIM card, carrier or misconfiguration;

  • indirect damage resulting from the temporary impossibility of using the product.

9.3 Warranty request

In the event of a defect, the customer must contact the Company at the address contact@shopyphone.ch describing the problem as precisely as possible.

The Company may request photographs, videos, order number, IMEI number or serial number of the product.

Before sending a device, the customer must back up and delete their personal data, remove their SIM cards and disable any lock codes as well as location or activation lock functions, including Apple or Google accounts.

The Company cannot guarantee the retention of data on a device returned for repair.

If the defect is covered, the Company may, depending on the circumstances and to the extent permitted by law, carry out a repair, replacement, price reduction or refund.

Warranty extension to 24 months

The extension brings total coverage to 24 months from delivery. It is only valid when purchased with the smartphone to which it is attached.

From the 13th to the 24th month, the same technical defects, exclusions and solutions as during the initial warranty apply. Breakage, water damage, theft, normal wear and tear and normal battery depletion are not covered.

If the smartphone is canceled or refunded, the extension is also refunded. In the event of replacement of the smartphone under warranty, the extension is transferred to the new IMEI until its initial expiry.

Contact

For any warranty or refund request: contact@shopyphone.ch.