Refund Policy

Last Updated: January 2025

At PhoneGuard, we are committed to your complete satisfaction with every purchase. This Refund Policy outlines our procedures for returns, refunds, exchanges, and warranty claims. We strive to make the return process as simple and transparent as possible.

1. Your Rights

1.1 UK Consumer Rights

Under UK consumer protection laws, you have the following rights:

• Consumer Contracts Regulations 2013: You have 14 days from receipt of goods to cancel your order without providing a reason
• Consumer Rights Act 2015: Products must be as described, fit for purpose, and of satisfactory quality
• Right to Repair or Replacement: If products are faulty, you may be entitled to repair or replacement
• Right to Refund: If repair or replacement is not possible, you are entitled to a refund

1.2 Our Extended Guarantee

In addition to your statutory rights, PhoneGuard offers an extended 30-day satisfaction guarantee. This means you have 30 days from the date of delivery to return products for any reason, even if you've simply changed your mind.

2. Return Eligibility

2.1 Eligible Returns

Products are eligible for return if:

• The return is initiated within 30 days of delivery
• Products are unused and in original condition
• All original packaging, tags, and accessories are included
• Protective film or coverings remain intact (for screen protectors)
• Products show no signs of installation or use

2.2 Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Screen protectors that have been removed from their protective packaging
• Products with removed hygiene seals
• Customized or personalized items (if offered)
• Items damaged due to misuse or improper installation
• Products returned without original packaging or accessories

2.3 Defective or Damaged Items

If you receive a defective or damaged product, different conditions apply (see Section 5).

3. Return Process

Step 1: Initiate Your Return

Contact our customer service team to initiate a return:

• Email: info@stairsmicro.com
• Phone: +44 7524 804064
• Business Hours: Monday-Friday 9:00 AM - 6:00 PM, Saturday 10:00 AM - 4:00 PM

Please provide:

• Your order number
• Product name and SKU
• Reason for return
• Photos (if product is defective or damaged)

Step 2: Receive Return Authorization

Within 1 business day, you will receive:

• Return Merchandise Authorization (RMA) number
• Return shipping instructions
• Return address label (for defective items only)
• Packing guidelines

Step 3: Pack Your Return

Please ensure that:

• Products are securely packed in original packaging
• All accessories and documentation are included
• RMA number is clearly written on the outside of the package
• Package is adequately protected for shipping

Step 4: Ship Your Return

Send your return to:

PhoneGuard Returns Department
941 Sean Walks
Jakeburgh B68 8PE
United Kingdom

We recommend using a tracked shipping service and retaining your shipping receipt as proof of return.

Step 5: Return Inspection

Once we receive your return:

• We will inspect the product within 2 business days
• You will receive an email confirming receipt and inspection status
• If approved, your refund will be processed (see Section 4)
• If rejected, we will contact you to discuss options

4. Refunds

4.1 Refund Processing Time

Step	Timeframe
Return received and inspected	2 business days
Refund approval notification	1 business day
Refund processed to original payment method	3-5 business days
Refund appears in your account	3-7 business days (depending on your bank)
Total estimated time	9-15 business days

4.2 Refund Method

Refunds will be issued to your original payment method:

• Credit/Debit Card: 5-7 business days for funds to appear
• PayPal: 2-3 business days for funds to appear
• Other Methods: Timeframe depends on the payment provider

4.3 Refund Amount

Your refund will include:

• Full product price
• Original shipping costs (if product is defective or we made an error)

Your refund will NOT include:

• Return shipping costs (unless product is defective or we made an error)
• Original shipping costs (for change-of-mind returns)

4.4 Partial Refunds

Partial refunds may be issued in the following circumstances:

• Products returned without original packaging (20% deduction)
• Products showing signs of use or installation (up to 50% deduction)
• Missing accessories or components (cost of missing items deducted)
• Damage caused by the customer (repair/replacement cost deducted)

4.5 Refund Rejection

We reserve the right to reject refund requests if:

• Return is initiated after the 30-day period
• Product is not in original, unused condition
• Product shows signs of misuse or damage
• Return does not have a valid RMA number
• Product is on the non-returnable list

If your refund is rejected, we will contact you to explain the reason and discuss alternative solutions.

5. Defective or Damaged Products

5.1 Reporting Defects

If you receive a defective or damaged product, please contact us immediately:

• Within 48 hours of delivery for shipping damage
• Within 30 days of delivery for manufacturing defects

Please provide:

• Order number
• Clear photos or videos showing the defect or damage
• Detailed description of the issue
• Photos of packaging (for shipping damage claims)

5.2 Resolution Options

For defective or damaged products, we offer:

• Free Replacement: We will send a replacement product at no cost, with free expedited shipping
• Full Refund: If replacement is not preferred or available
• Store Credit: Receive 110% of the purchase price as store credit for future purchases

5.3 Return Shipping for Defective Items

For defective or damaged items:

• We will provide a prepaid return shipping label
• You will not incur any shipping costs
• Original shipping costs will be refunded

5.4 Inspection and Processing

Defective items are processed with priority:

• Inspection within 1 business day of receipt
• Replacement shipped within 1 business day of approval
• Refund processed within 2 business days of approval

6. Exchanges

6.1 Product Exchanges

We offer exchanges for:

• Different size or color (if available)
• Different model or product of equal value
• Upgraded product (with price difference payment)

6.2 Exchange Process

To request an exchange:

1. Contact customer service with your order number and desired exchange
2. We will confirm availability and provide exchange authorization
3. Return the original product using our return process
4. Once received and inspected, we will ship the exchange item

6.3 Exchange Shipping

• You are responsible for return shipping costs (unless exchanging a defective item)
• We will cover shipping costs for the exchange item
• If exchanging for a higher-priced item, you will pay the price difference plus any applicable shipping
• If exchanging for a lower-priced item, we will refund the difference

7. Warranty Claims

7.1 Warranty Coverage

All PhoneGuard products include a 2-year warranty covering:

• Manufacturing defects
• Material defects
• Workmanship issues
• Premature wear under normal use

7.2 Warranty Exclusions

The warranty does NOT cover:

• Normal wear and tear
• Damage from drops, impacts, or accidents
• Improper installation or use
• Exposure to extreme conditions (heat, cold, moisture)
• Chemical damage or exposure
• Unauthorized modifications or repairs
• Cosmetic damage not affecting functionality

7.3 Making a Warranty Claim

To file a warranty claim:

1. Contact us at info@stairsmicro.com with your order number
2. Provide photos/videos showing the defect
3. Describe when and how the issue occurred
4. We will assess your claim within 2 business days

7.4 Warranty Resolution

If your warranty claim is approved, we will:

• Send a free replacement product with expedited shipping
• Provide a prepaid label for returning the defective item
• Process your claim within 3-5 business days

8. Shipping Costs

8.1 Return Shipping Responsibility

Return Reason	Who Pays Return Shipping?
Change of mind / No longer wanted	Customer
Ordered wrong product	Customer
Defective product	PhoneGuard (prepaid label provided)
Wrong item shipped	PhoneGuard (prepaid label provided)
Damaged in shipping	PhoneGuard (prepaid label provided)
Warranty claim	PhoneGuard (prepaid label provided)

8.2 Recommended Shipping Method

When you are responsible for return shipping, we recommend:

• Using a tracked shipping service (Royal Mail Tracked, DPD, etc.)
• Purchasing shipping insurance for high-value items
• Retaining your shipping receipt as proof of return
• Allowing 3-5 business days for delivery

9. Lost or Stolen Packages

9.1 Outbound Shipments (To You)

If your order is lost or stolen during delivery:

• Contact us within 48 hours of expected delivery date
• We will investigate with the carrier
• If confirmed lost, we will send a replacement at no charge
• If confirmed stolen, we may require a police report

9.2 Return Shipments (To Us)

If your return shipment is lost in transit:

• Contact us immediately with your tracking information
• We will work with the carrier to locate the package
• If you did not use tracked shipping, we cannot process the return without proof of shipment
• If using our prepaid label, we will handle all carrier claims

10. Special Circumstances

10.1 Incorrect Orders

If we shipped the wrong product:

• Contact us immediately with photos of the incorrect item
• We will send the correct product via expedited shipping at no cost
• We will provide a prepaid return label for the incorrect item
• You may keep or return the incorrect item as directed

10.2 Pricing Errors

If you were charged incorrectly due to a pricing error:

• Contact us within 7 days of purchase
• We will verify the error and refund the difference
• For significant overcharges, we will refund the full amount and allow you to reorder at the correct price

10.3 Duplicate Orders

If you accidentally placed duplicate orders:

• Contact us immediately to cancel the duplicate
• If both orders have shipped, you can return one using our standard return process
• We will waive return shipping costs for confirmed duplicate orders

11. International Returns

We currently only ship within the United Kingdom. If you received products at an international address:

• Contact us to discuss return options
• International return shipping costs are the customer's responsibility
• Customs duties and taxes are non-refundable
• Products must be returned to our UK address

12. Exceptions and Limitations

12.1 Bulk Orders

Orders of 10 or more units are subject to different return terms:

• Returns must be initiated within 14 days (not 30 days)
• A 15% restocking fee may apply
• Please contact our business sales team for specific terms

12.2 Promotional Items

Free promotional items included with orders:

• Must be returned with the main product
• Cannot be returned separately
• Must be unused and in original packaging

12.3 Sale and Clearance Items

Items purchased during sales or clearance events:

• Are eligible for return under our standard 30-day policy
• Must meet all standard return conditions
• Refunds issued at the price paid, not original price

13. Refund Notifications

You will receive email notifications at each stage:

• Return Authorized: Confirmation of RMA number and return instructions
• Return Received: Confirmation that we've received your return
• Return Inspected: Results of inspection and next steps
• Refund Processed: Confirmation that refund has been initiated
• Refund Complete: Final confirmation once funds are released

14. Contact Us

15. Policy Updates

This Refund Policy is subject to change without notice. Updates will be posted on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

For orders placed before policy updates, the terms in effect at the time of purchase will apply.