Warranty, Return & Refund Policy

This Warranty, Return and Return Policy ("Policy"), issued by Unihertz ("we," "us"), applies to you, the consumer or purchaser, who buys directly from Unihertz or other official channels. By placing an order, you acknowledge and agree to the terms of this Policy. Non-compliance with the procedures detailed herein may result in the denial of your request for order cancellation, return, exchange, warranty claim, or refund.

Warranty Policy

Unihertz's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.

Replacements follow the same warranty timeframe as the original defective item or for 3 months after replacement, whichever is longer. Product warranties become void after a refund has been issued.

Warranty Claims for Quality-Related Issues

All quality-related issues on items sold by Unihertz or other official channels are covered by warranty, starting from the date of purchase. Claims cannot be processed for items that have expired their original warranty.

In case of quality-related warranty claims:

• Items will be replaced with a new one, if available.
  
• Possible charges may apply for replacements or refunds based on the usage time and condition of the phone. To avoid these charges, please initiate return requests only for items in their original condition.
• Before shipping, please check with the logistic couriers to determine whether there are tariffs on cross-border logistics. Unihertz will not be responsible for customs duty.
• The shipping fee for returning the product back to us will be paid by the customer and is non-refundable.
• By default, Unihertz will resend the item to the customer via Flat Rate Shipping. If the customer prefers a faster shipping method, the relevant shipping fee will apply.
  
• Failure to comply with warranty request requirements may result in refusal of compensation. This includes returning packages without prior authorization, sending to the wrong address, returning incorrect items, or submitting empty packages.

Please note that if you purchase Unihertz products from unofficial channels, it is important to inquire with the respective sellers about the warranty policy they offer.

Warranty Claim Process

To proceed with a warranty claim, customers must contact us and provide the following information:

• Sufficient proof of purchase: Please provide the order number from your online purchase made through Unihertz or other official channels. If applicable, include a dated sales receipt or a sales invoice that clearly shows the description of the product along with its price.
• IMEI number(s) of the device: We require this information to verify the authenticity of the product sold through Unihertz.
• Visible proof depicting the defect: To help us identify and verify the issue(s), please provide clear and focused photo/ video proofs taken under good lighting conditions from a close to medium distance.

In some cases, additional proofs of purchase may be required to process a warranty claim, such as receipts of money transfer and confirmation of the original shipping address:

• Unihertz must document what happens when buyers troubleshoot the product.
• It may be necessary to return an item for quality inspection.
• If Unihertz requests the return of a defective item, the warranty on the replacement will be voided if the wrong item is returned or if the defective item is not returned.

Warranty Exemptions

Our warranty coverage may not apply to certain circumstances and conditions. Additionally, our warranty does not cover purchases from unauthorized resellers. Please familiarize yourself with these warranty exemptions to ensure a clear understanding of our coverage:

• Products without sufficient proof of purchase
• Lost or stolen products
• Items that have expired their warranty period
• Non-quality-related issues
• Free samples or gifted products
• Repairs through 3rd parties or by oneself
• Damage from outside sources.
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly).
• Purchases from unauthorized resellers.

Out-of-Warranty Repair Service

If your smartphone devices are out of warranty, Unihertz provides original replacement parts and repair services to help you repair broken screens, replace batteries, or fix other issues. Learn more about Unihertz Repair.

Return and Refund Policy

Unihertz does not offer free trials. Purchasers are deemed to be fully informed about the product and committed to purchasing it at the time of order placement. We encourage customers to thoroughly review product specifications and descriptions before purchase.

Orders that have not yet been shipped may be eligible for cancellation and refund, subject to the terms below. Once your order has been shipped, refunds will only be issued for quality issues that cannot be resolved.

Order Cancellation

After completing your payment, you will have a 15-minute window to review your order details. During this time, you can use the self-service order editor dashboard to modify your order, download the invoice, or cancel the order.

Once your order is finalized, we will begin to process your order and the order will no longer be eligible for cancellation without penalty. If you need a refund, please contact us before the item(s) are shipped. Please note that canceling an order after confirmation may incur certain fees to cover payment transaction and processing costs.

Pre-Order Cancellation

For pre-order items, the estimated shipping time is based on the schedule published on the product page. Pre-orders may be canceled within 7 days of order confirmation for a full refund. After the 7-day cooling-off period, your order will no longer be eligible for cancellation without penalty. If you need a refund, please contact us before the item(s) are shipped. Please note that canceling a pre-order after the cooling-off period may incur certain fees to cover payment transaction and processing costs.

Return Eligibility

Our products prioritize customer satisfaction and privacy. Due to the nature of smartphones, once a device has been activated or used, it cannot be resold to new customers.

To be eligible for a non-quality issue return:

• The smartphone must be unused and in its original, unopened packaging.
• Devices that have been unboxed, activated or used are not eligible for a refund.
• Your account credit must pass our risk control check.

Return requests will be processed only if the above conditions are met and a designated shipping address will be provided for your return.

Returning an Item

All returns must be authorized by Unihertz prior to return. If you want to return a product to us for any reason, please note that customers are responsible for covering the shipping fees for returning the item to our facility.

However, we will cover the shipping fees in the case when we send the repaired item back to the customer. It is important to understand that extra fees may occur in the following situations:

• Returning products for any reason other than proven defects.
• Warranty claims on items taken outside the original country of purchase.
• Buyer’s accidental returns.
• Returning personal items.
• Returning items claimed to have defects but were found by Unihertz quality control to be in working condition.
• Returning defective items in international shipping.
• Costs associated with unauthorized returns made outside the approved warranty process.

Payment Refund

We do not provide refunds for issues unrelated to product quality or for non-eligible or unauthorized returns. If you encounter any quality concerns, our dedicated support team will assist you in resolving the issue(s).

Before initiating a refund request, please note:

• The money-back guarantee is non-transferable, meaning the purchaser's right to a refund cannot be transferred to any third party.
• Upon approval of the refund request, we will refund the order payment amount, excluding any applicable shipping or handling fees.
• Refunds will be issued using the same payment method that was used for the original purchase.