Return & Refund Policy

Return Process

We are trying our best to make the return progress as efficiently as possible. It is very easy to initiate a return via email or call us. There is no automatic order processing system till now, accordingly, the entire progress will take some time. Once we have got your requirement of return, our support team will start to process and confirm all the order details. And our confirmation, we will send you a email with a specific address, then you can package the products and send it back to us.

DOA(Defective On Arrival)

If the phone are broken or defective when arrived , please contact us within 14 days from the day you received the package for situation DOA – The outer packing is broken or out of shape.

(1. ) Immediately file a case upon the broken package to the courier company, and get a confirmation in a form of a paper proof with a stamp on it.

(2). Email us with pictures attached to the received items/package and detailed information to describe the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.

(3). After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.-The outer packing is in a good shape while the item is not working.

We may ask you to send back the defective phone before we send you a new one or arrange the refund, on account of phones are a high value item. When you return the phone, it should come with all included accessories, such as the cable, charger and battery.  We will be in charge of 50% return shipping fee only if it cost more than $30 and is also less than $50USD.

Remark :We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will process your refund within 3 business days, and it may take up to 10 business days for the refund to appear in your original payment method

If You Dislike The Phone Within 14 Days

If you dislike the phone for any reasons, such as the phone’s shape isn’t the one you imagine, or the functions are not what you expected, you can contact us within 14 days from the day the package delivered to you. You need to offer photos or videos to show us the phone is in the same condition as when it was delivered to you, without any other damage or defective parts.

Once we have confirmed the condition that the phone should be returned to us, customers will be charged only once at shipping costs (this includes returns). We will refund the price you paid, after we have received the phone and checked the condition and the original accessories are included and without any other damages or scratches.

(Note: During the return shipping you are responsible for any customs charges or tariffs to return the phone to China. In these cases we will deduct the taxes we need to pay from the refund you will receive.)

Broken Within 30 Days

If the phone is faulty within one month (counted from the date of arrival), the warranty is to resend, refund or free repair depending on the phone’s problem. If the problems are caused by the phone itself we will arrange to resend or refund depending on the customer’s (your) preference. We will cover the cost of the postage fee you pay to return the phone to us. The shipping fee will be refunded to the customer after the returned item has arrived in our warehouse, any further costs incurred during the return process will be at the customers’ expense. Once we receive it and confirm the phone problem we will arrange a replacement or refund you.

If the problem can be solved by other ways like upgrading the system we can offer other compensation. Customers can discuss this with customer service to reach an agreement. Artificial factors such as dis-assembly, misuse, drops or falls, water damage, unofficial firmware or software modifications or any other causes of damage are not covered.

Remark: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will process your refund within 3 business days, and it may take up to 10 business days for the refund to appear in your original payment method

Broken After One Month And Within 365days

If the phone is faulty due to a manufacturing fault after 30days (counted from the date of arrival) but before 365days, you are eligible for free repair. Our service team will assess the problem and ask you to provide photos or videos of the issue. If approved we will send you the address and instructions to return the defective phone back to us for repair. When the defective phone has been repaired we will send it back to you with free shipping. But we will not cover the postage you paid to send the product back to us. Artificial factors such as dis-assembly, misuse, drops or falls, water damage, unofficial firmware or software modifications or any other causes of damage are not covered.

Note:

1. All customers need to confirm with our customer service or salesman about the return address and details before you send the defective phone back to us. We won’t be responsible for your return if you ship it back to us according to the return address on the original parcel we sent to you.

2. Under all of the above situations any resend or refund will be made only after we get the returned items, confirm the phone is in good situation and confirm the problems are the same manufacturing or shipping problems that the customers described.

3. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason. No restocking fee to be charged to the consumers for the return of a product.

4. Please send the item back to us through local post office instead of express service like DHL, UPS, TNT, FEDEX… as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can’t receive the item we can’t arrange a replacement or repair.

5. We advise you to put a note in the returned package that includes the following details:
1) Your order number;
2) The returned phone’s name ;
3) Your return reasons.
This note will help expedite our processing time.

6. If customers have difficulties in sending the phone back to such as a high shipping fee, your country forbids sending batteries out or other problems, you are very welcome to discuss this with our customer service or salesman and come to an agreement on the solution. please contact us freely : sales@bestrugged.com

7.Potential Fees that We will deduct from Refund if incomplete accessories  returned.
Please kindly note that we will deduct some fee (the fee is based on the value of the incomplete accessories ) from the refund after we received the package you returned to us.
Such as incomplete return accessories, damaged products which can not be sold anymore. There is no other service charge except these two.