Refund Policy
When we'll refund you, how, and how quickly.
Our 5-business-day shipping guarantee.
If we have not dispatched your order within 5 business days of your payment being confirmed, you are entitled to a full refund on request — no questions asked, and at no cost to you. Just message us on WhatsApp or email with your order number and we'll process the refund the same business day.
1. Cancellations before dispatch
You may cancel any order, for any reason, at any time before we hand it to the courier. We'll refund the full amount paid to your original payment method. Once a tracking number has been generated and the package is in transit, the cancellation window has closed and the order is instead handled under the "Returns" section below.
2. Dispatch delays beyond 5 business days
As stated above, if your order has not been dispatched within 5 business days of payment, you can request a full refund and we will issue it immediately. You can also choose to wait — entirely your call.
3. Defective or DOA (dead-on-arrival) devices
- If a device arrives defective or non-functional out of the box, notify us within 72 hours of delivery with photos or a short video showing the fault, plus the courier's delivery confirmation date.
- We will arrange either a replacement (at our cost) or a full refund, at your choice.
- Cosmetic damage that did not exist when the device left us (e.g. from impact in transit) is treated under the "Lost or damaged in transit" section of the Shipping Policy.
4. Returns & change-of-mind
Smartphones are sealed, high-value consumer electronics. Once a device's factory seal has been broken, we are unable to accept it back as new stock, and so we do not offer change-of-mind returns on opened devices.
If you have received a sealed, unopened device and changed your mind, you may return it within 7 days of delivery at your own shipping expense. Once we receive it and verify the seal is intact, we'll refund the purchase price minus a 5% restocking fee.
5. How refunds are paid
Refunds are issued to the same payment method used for the order. Typical bank/card processing time after we issue the refund:
- Card refunds (Visa / Mastercard / Amex): 3–10 business days, depending on your bank
- Apple Pay / Google Pay: follows the underlying card timeline
We can't refund to a different card or bank account than the one used for the original payment — this is a Stripe limitation, not ours.
6. Items not covered
- Damage caused by misuse, liquid, drops, or third-party repairs after delivery.
- Devices on which the manufacturer warranty has been voided by the customer (e.g. by jailbreaking or unauthorised modification).
- Customs duties, import VAT, GST, or courier clearance fees — these are paid by the customer in most regions. The exception is our optional EU/UK two-leg shipping route, where we cover them. See the Shipping Policy for the full breakdown.
7. How to request a refund
Contact us on WhatsApp (+971 58 673 7050) or email orders@unlockedbyoutflex.com with your order number. The faster you reach out, the faster we resolve it — most refund requests are processed within one business day of being received.