RMA & WARRANTY CONDITIONS
Submit the RMA via your online account
Print the return form, add it to your package and send it
You will receive a confirmation e-mail once we received the package
Your return will be processed
You will be refunded via credit invoice
What is RMA?
RMA stands for “Return Merchandise Authorization”. This is the process we use to handle and manage the return of products, such as defective or wrongly delivered products. Customers must request an RMA through their customer account.
How to create RMA?
We have established several guidelines for creating an RMA. To submit an RMA, you will need to go through the steps of our process. Learn about the process we use to handle and manage our RMAs here:
| Product Group | Warranty |
|---|---|
| Spareparts | Lifetime |
| Service Packs | 3 Months |
| Batteries | 12 Months |
| Tools | 12 Months |
| Accesories | 12 Months |
| Premium Accesories (Baseus, Canyon, Aeno, Prestigio, Rixus) | 24 Months |
| New devices (Phones/Laptop) | Factory Warranty (36 Months) |
| Refurbished devices (Phones) | 3 Months |
*It is very important to thoroughly test and review the product(s) before installation!
What is not covered by warranty?
We cannot accept products under our warranty in the following cases:
- Products that do not have our stamp or labels
- Products that are already installed but were never tested beforehand
- Incorrectly bent cables
- Damage caused by tampering, improper use, and carelessness
- Physical defects or damages
- Defects and damage caused by accident
General Return Conditions
- Make sure the return is registered in your account
- Customers must test and inspect the product before installation. Our RMA department has several techniques that allow them to identify whether a product has been installed before it has been tested
- When sending your RMA, make clear on the outside of the box that it’s an RMA shipment, this fastens the process
- Products must have been purchased from 4Phones (proved by stickers/labels/stamps)
- Products must be returned in their original condition and packaging. If this is not the case, we may reject the product or charge a reduction in value. Please do not write or put stickers on the products or packaging.
- The product should not be damaged (for example, due to incorrect installation). The RMA department will determine the condition of the returned product
- Please note that all products have an established warranty period. The term varies by product group, see the table above under the heading 'warranty'
- Please note that we will refund the current market value upon receipt of the goods or exchange it for a new product.
How to avoid rejected RMAs?
The 4Phones RMA department occasionally faces RMAs that unfortunately must be denied. We have noticed the following inaccuracies. make sure you take these points into account so that your RMA will not be rejected:
1: Not testing before installing.
It is important to test your products before using and installing them. Testing before installing helps you notice any defects in advance. Our RMA department is able to detect whether you tested products before installation.
2: Wrong placement of flex cables.
Our RMA department often comes across flex cable issues. Most of the products that get denied for RMA approval, contain a damaged flex cable or connector. The damage is caused by incorrect placement during installation or bending of the flex cables. Ensure a very careful installation; any lack of precision could lead to a harmed product.
3: Removal of protective foils.
The protective foils should not be removed before returning the products. Don’t remove any foils until sure it is going to be installed. Make sure the product is as close to its original state as possible (which includes the foils) before claiming the RMA.
4: Incorrectly packed returns.
Products should be returned in a way that is closest to their original state. This means that RMAs should contain the original packaging. Another important thing regarding the packaging of the returned product is protection. Products should be carefully packed by using bubble foil, enough layers of carton or proper boxes. This way, we’ll more surely receive the package in the state in which you shipped it.
5: Products not purchased from 4Phones
Make sure that the returned product is 100% ours before shipping. We can tell by the visible and invisible markings what belongs to us and what doesn’t.
6: Returning without mentioning the problem or defect.
Sometimes we receive products without a clear RMA reason. Therefore, it is important to clearly mention the problem or defect you’re facing. Give us as much information about the problem as you can, if applicable supported by photos and videos.
7: RMA's returned without correct attachment of RMA packing slip document as received via email.
It is important that the RMA is properly bundled with a clear RMA form, so that it’s easily recognizable which products belong to each RMA form.
The credit process
When your RMA is approved, you will receive a credit invoice that we offset against outstanding invoices or a refund in case there are no outstanding invoices.
What if the order never arrived
In case your order has not arrived, please contact our customer service.
Frequently Asked Question
Submit the RMA in your online account.
• Log into account. Click on ‘My RMAs’ and request a new return. Select your order, choose your items and the reason for return. To speed up the processing of your RMA, we kindly ask you to add additional information in the comments and/or include a picture of the product.
• Wait for RMA department to review and approve your return.
• Once approved, print the return form, add it to your package and send it to:
De vest 34
5555 XP, Valkenswaard
The Netherlands
• You will receive a confirmation once we have received the package.
• In your account you can track the status of your RMA at all times, from receipt at our office to processing and approval.
Learn more about how to create an RMA in our guide.
You can always find the status of your return in your account. You will also be informed of the status via email.
- Make sure the return is registered in your account
- Customers must test and inspect the product before installation. Our RMA department has several techniques that allow them to identify whether a product has been installed before it has been tested
- When sending your RMA, make clear on the outside of the box that it’s an RMA shipment, this fastens the process
- Products must have been purchased from 4Phones (noticeable by our packaging/stickers/labels/stamps)
- Products must be returned in their original condition and packaging. If this is not the case, we may reject the product or charge a reduction in value. Please do not write or put stickers on the products or packaging.
- The product should not be damaged (for example, due to incorrect installation). The RMA department will determine the condition of the returned product
- Please note that all products have an established warranty period. The term varies by product group, see the table below under the heading 'warranty'
From the moment the package arrives at our facility, we aim to process the RMA within 5 working days.
During busy periods this may take a little longer. Once we have processed the RMA, the amount will be refunded to you as store credit within 2 business days.
All your packages are carefully packed for you in our warehouse. Unfortunately, it is possible that the package may be damaged during transport. If the parcel arrives to you clearly damaged, we ask you to refuse the parcel. The parcel service will then take the parcel back. Please inform our customer service about the situation.
If you receive a defective product, please contact our customer service or your account manager as soon as possible.
Do you urgently need the goods? Please place a new order immediately. As soon as we have received the damaged items, we will increase your store credit.
We are very sorry if you received the wrong product and we are happy to solve the problem for you. Please contact us within 5 working days so that we can solve the problem quickly.
Products rejected by the RMA department are automatically disposed after 1 week. Please contact us if you would like to receive the product back