Return & Refund Policy

Returns & Refunds

We aim for 100% customer satisfaction from product information to education and our returns & refunds process is no exception to this.  

Below we will break down the process for returning a product back to us as well as how we approach the refunds, along with their timeframes.

Returning Something Back to Us.

Please contact our customer service team at hello@cryptaphone.com and provide the following information:

Your order number.
Your delivery postcode.
State the reason for the return.
State whether you have retained the original packaging.
State whether the product is used.

Our team will then make a decision based on the following:

Is the product eligible for a return & refund/exchange?
Is the product eligible for a return & repair?
Is the product used?
Does the product still have its original packaging?
Is the product damaged?
Is the product faulty?

How Do We Determine Return for Refund or Exchange Eligibility?

All orders less than 30 days old are eligible for return either for refund or exchange with the following exceptions:

1. Products damaged through misuse.
2. Customised and made to order products.
3. Products which have been used and/or which don’t have the original packaging.

Returns which fall within the above exceptions will either be returned back to you

or

have deductions applied to the refund.  The deductions vary depending on the severity of the exceptions and can range between 20-80% of the original price.

If we received a return which falls under the exceptions above our customer service team will be in touch to offer you a few options such as:

1. Returning the Product back to you along with invoicing for the associated costs.  You have the option of making your own carrier arrangements.
2. Issuing the refund minus the deductions depending on the severity of the exceptions. 
3. Give you the option of paying for the repair and/or parts.
4. Dispose of the Product on your behalf.

Please note: Returns which have been in our warehouse for longer than 30 days due to the exceptions above will be disposed of without requiring your consent.

How Do We Determine Return for Repair Eligibility?

All orders more than 30 days old and less than 12 months old are eligible to return for repair with the following exceptions:

1. Products damaged through misuse.
2. Products which are not covered under our standard warranty terms.
3. Products with missing parts

If we received a return which falls under the exceptions above our customer service team will be in touch to offer you a few options such as:

1. Returning the Product back to you along with invoicing for the associated costs.  You have the option of making your own carrier arrangements.
2. Give you the option of paying for the repair and/or parts.
3. Dispose of the product on your behalf.

Please note: Returns which have been in our warehouse for longer than 30 days due to the exceptions above will be disposed of without requiring your consent.

How do we determine whether the product is used?

1. We ask! 🙂
2. If you don’t tell us and it gets returned in a used state, we will get in touch to discuss your options.
3. We might request photographs which will be used to aid our decision-making process.

 

How do we determine whether the product is faulty?

Before we can determine whether a return is necessary, our customer support will ask you a few questions to help troubleshoot the fault and if necessary put you in touch with our tech team who might be able to assist you without resorting to a return.  

1. If you report the issues to us.
2. If our technician deems it so.

Who covers the return costs?

Return costs for products which are covered under the warranty due to defect are covered by us.  

Any other costs, including returns for repair, exchange or refund are the responsibility of the customer unless they fall under our warranty terms. 

Your stationary terms are not affected. 

How long do returns take to complete?

Depending on the circumstances, we aim to resolve most returns within 10 days of receiving them into our distribution centre/s.  

How long do repairs take?

Repairs can take anywhere from 5 – 7 days depending on part and tech availability.  There are some exceptions to the time frame stipulated above:

1. During Holidays or special circumstances, repairs can take up to 30 days.  We endeavour to keep you informed throughout the process should the repairs exceed the standard repair timeframe we aim for.
2. If we are awaiting part deliveries to complete the repair.
3. If we are unable to repair the product.

We do our best to communicate with you as much as we can to make sure you are informed in every critical step of the repairs process.   If the product is unable to be repaired and the return was accepted under the warranty terms, we will then offer you the option of sending a refurbished replacement or issue a refund/exchange.  Our Customer service team will decide on the best course of action depending on the circumstances.

If we have quoted a price for the repair and we are unable to repair the product, you will then have two options available to you:

1. We can send the product back to you at our own cost.
2. We might (depending on circumstances) be able to offer you a refurbished replacement.

It is important to note that products which were on sale at the time of purchase, were made to order, customised or were a clearance product will not be eligible for a refund.  In cases such as this please refer to our return procedure for repair under warranty.

Please also note that products which are unwanted or ordered incorrectly will be the responsibility of the customer to return back to us at their expense.  Our team can arrange this using our courier service/s so please get in touch with them for associated costs.

For a smooth return experience, please make sure the product being returned is unused, in its original packaging and returned with all the accessories and documentation which was included upon delivery.  This will enable us to process the refund very quickly and without delay. 

If you are returning a product using your own courier, please make sure you have the relevant insurance required to make a claim if the product gets returned in an unsaleable condition.   In events where a return is delivered damaged, we will be in touch with photographic evidence of the damage which will enable you to make a claim from the carrier you used to return the product back to us.  

We will store this product for 30 days whilst you resolve the claim with the courier, however, if after 30 days you have not been in touch with us despite our best efforts to reach you, we will dispose of the product on your behalf. 

Refunds

Timeframes for refunds can vary depending on the circumstances, however, we endeavour to complete all refunds within 10 days of the return date.  

Please keep in mind that in addition to the above timeframe, you will also need to account for the bank timeframes.  Most refunds show in your account within a few hours, however, depending on the bank, this can take anywhere from 5-7 days before the funds appear in your account. 

Please keep in mind the following:

1. We are unable to issue the refund to a different payment method or card.  The refund will be processed to the original account which was used to make the initial purchase.
2. Approved refunds which have been processed and do not show in your account after 7 days from the date of processing will require you to contact your bank before contacting our customer service team.  If the bank is unable to help, then please contact our customer service team at hello@cryptaphone.com