Returns and refunds policy
This is a translation for information purposes. In case of any discrepancy, the Spanish version prevails.
FONESTORE Terms and Conditions
The purpose is to communicate FoneStore's after-sales service policies to its customers. This document has been created to optimise customer service within the online shop in a fair and efficient way.
Good customer service is essential for FoneStore to build a successful track record. This document sets out our commitment and lays the foundations for a fruitful and successful collaboration between both parties.
All terms beginning with a capital letter have the meaning given to them in the General Terms and Conditions of Sale or the Terms and Conditions, which the seller declares they are fully familiar with, having read and accepted them.
Customer service
FoneStore's vision of customer service:
Supporting Customers does not just mean replying to them when they have a problem. Above all, it means sending them the right product (model and cosmetic grade) within the advertised shipping time. It also means answering any questions they may have and anticipating their needs by using the messaging tools offered on the platform to reduce issues and the number of conversations.
FONESTORE'S COMMITMENTS
ARTICLE 1 – Pre-sale
Products sold on the Platform must comply with Spanish and European legislation. All Products listed on the platform must have passed a series of checks before being put on sale.
Only fully checked and 100% functional Products may be sold.
The sales service covers mainland Spain and the Balearic Islands. We do not sell to the Canary Islands.
1.1 Checks
The checkpoints are as follows:
– Buttons – Network unlock – Wi-Fi/ Bluetooth/ 3G/ 4G
– Microphone and speakers – SIM tray – Cameras
– IMEI – Headphones – Factory reset
– Proximity sensors – Oxidation – Headphone jack
– Charger – Touch ID – Flash
– Network
In addition, the Seller must inform us of:
1. Batteries:
– Guarantee wear of less than 20%
2. Screens:
– Whether they are new/refurbished/original
– Whether they were checked by machine/software/manually, etc.
– When they are replaced with new/refurbished/original ones
1.2. The cosmetic grade of smartphones
The external grade of the Products will correspond to the following cosmetic grades. A knock or scratch is enough to place a product in a lower cosmetic category, as this often leads to a large number of returns from dissatisfied customers.
In any case, products must be tested, verified and cleaned by the seller before being put on sale on the Platform. Only 100% functional products will be sold on FoneStore.
A reminder of the four cosmetic grades available at FoneStore:
LIKE NEW
Casing: no scratches, like new
Screen: like new
GOOD CONDITION
Casing: micro-scratches, invisible from more than 20cm away
Screen: like new
1.3 Information for the Customer
At FoneStore, our priority is to provide clear, fair and transparent information about the product and the terms of sale at every stage of our relationship with the customer.
We provide all consumer customers with the pre-contractual information required by the Código del Consumidor. We also guarantee that customers can effectively exercise their legal right of withdrawal.
1.4 Product stock management
Stock is updated regularly by the seller, and order cancellations due to a stock issue must be communicated to customers within a maximum of 24 hours.
Order cancellations have a major negative impact on the customer experience, so we manage our stock efficiently using specialist software.
To avoid cancellations when a product is out of stock, wherever possible we try to find an alternative solution with the customer within a maximum of 24 hours.
ARTICLE 2 – Shipping of Products
Shipping is an increasingly important issue for online shops and a sensitive one for customers.
That is why we work with the most reputable courier companies, aiming to ensure good order tracking and compliance with the advertised delivery times, so as to guarantee a good shopping experience.
2.1 Packaging
Branded packaging suitable for the product, preventing damage in transit.
2.2 Proof of purchase
Every parcel shipped must contain the FoneStore proof of purchase.
2.3 Delivery times
The product will be dispatched within the 24 working hours following confirmation of the order. The delivery times offered by the carrier are 24 or 48 working hours.
2.4 Order tracking
The order tracking number and the name of the courier company must always be provided to the customer and must match their order. The customer must be able to track their order as soon as they receive the tracking number.
ARTICLE 3 – After-sales
The aim is to make the after-sales service as easy and effective as possible for the customer. Treating a customer properly highlights the quality of the service and, in turn, helps build customer loyalty, even when they have received a faulty product.
3.1 Product shipments
In the event of a shipping delay, inform the customer of the new delivery date, offer them a goodwill gesture and give them the tracking number again.
– If a parcel is lost, refund the customer within 48 hours. If the customer explicitly asks to be sent a similar product, do not proceed with the
refund but instead send them a new Product, if possible.
– If a parcel has not been received by the customer despite delivery confirmation from the carrier, an investigation must be opened with the carrier using the following
documentation, which the seller will have to provide: a written sworn statement from the customer and a photocopy of their ID card (DNI). Once the investigation has begun, the customer must be refunded within 72 hours.
3.2 Responding to Customers as soon as possible.
The faster your replies, the more satisfied customers will be. That is why our aim is to reply to customers within 24 hours of their message, or 48 hours at most.
3.3 Quality of messages
We send well-written, friendly messages (“Hello”, “Sorry for the inconvenience”, “Kind regards”). These are the small details that make a difference. We communicate with our customers in full sentences, in a relevant and effective way, to minimise the number of messages exchanged.
3.4 Handling returns
In accordance with the terms of use, our customers do not have to arrange the shipping of their device in the event of withdrawal due to a change of mind or a warranty claim. The cost of this service will be borne by FoneStore provided that the device has functional faults covered by the warranty.
3.5 Multiple returns
(Not communicated to customers to prevent abuse)
a) Second return
If the Customer has to return the Product a second time due to a technical fault, it must be replaced with an identical one or refunded.
b) Third return
If the Customer has to return the Product a third time due to a technical fault, the customer will receive (on request) a full refund of their purchase.
3.6 Accessories
Accessories included with the purchase of a device are gifts from FoneStore. These items are not covered by a warranty unless they do not work when the device is received.
3.7 Time limit for processing a return
From receipt of the Product, we have 5 working days to repair, replace or refund the customer.
3.8 Goodwill gestures
Goodwill gestures are advisable when the service provided does not match what the customer was told when they placed the order.
DEVICE BUYBACK TERMS
Refurbished by a service centre certified by Apple
For buyback requests made via the request form:
1- The customer will receive an approximate valuation based on the characteristics described in this form.
2- If the purchase price offered for the device is accepted, we will collect it free of shipping costs and check the characteristics described.
3- If the details provided in the form match our inspection and price offer, payment will be made immediately to the bank account you specify.
4- If there are differences between the Condition stated in this form and the device's actual Condition after our inspection, the customer will be informed of the discrepancy and must confirm their acceptance of the new valuation price in writing by email before payment is made to the bank account they specify.
FONESTORE RETURNS AND WARRANTY
Refurbished by a service centre certified by Apple
Returns
All devices sold by FoneStore are in perfect working order and have been repaired or checked by an Apple-certified expert.
FoneStore checks that the device works properly using specialist software, which also measures battery performance.
After-sales service by form, email or phone via our contact page.
The customer's withdrawal period, during which they can obtain a refund without giving any reason, is 14 days.
After the 14-day period following delivery of the device, the 1-year warranty from the date of purchase comes into effect under the following conditions:
1. Refunds will never be made in cash unless agreed with the company.
2. The customer agrees to check the devices purchased in order to speed up the detection of any fault.
3. The warranty service must handle the shipping and return logistics
Warranty
1-year warranty on the device.
Does not cover faults resulting from knocks or negligent use by the customer.
Applies to new or nearly new devices with a “Perfect” or “Like New” cosmetic grade.
FoneStore does not provide a warranty for devices and/or accessories showing traces of moisture, physical damage (knocks, scratches, etc.) or signs of having been opened, tampered with and/or worked on by unauthorised personnel.
Device repair (handover of the device in use)
In the event of an irreparable fault within the warranty period, a device from stock will be supplied or a credit note issued to the customer, as the parties see fit.
Every warranty claim must state the fault; otherwise, the inspection and repair time for the device may be affected.