Returns & Refunds Policy

This Returns & Refunds Policy explains how Regrade™, operated by REGRADE ELECTRONICS TRADING L.L.C S.O.C., handles returns, refunds, exchanges, inspections, Cash on Delivery refunds, defective products, change-of-mind returns, and return rejection for purchases made through www.regrade.store.

This policy should be read together with Regrade’s Terms & Conditions, Warranty Policy, Shipping & Delivery Policy, and Payment & COD Policy.

Returns are accepted only in accordance with this policy and applicable law.

Return eligibility may depend on:

• Reason for return.
• Time since delivery.
• Product category.
• Product condition.
• Included items.
• Inspection result.
• Warranty status.
• Whether the product is damaged, tampered with, password locked, account locked, or incomplete.

Regrade may inspect the product before approving any return, refund, exchange, repair, or replacement.

Regrade allows customer change-of-mind returns within 7 days from the date of delivery.

To qualify for a change-of-mind return:

• The return request must be submitted within 7 days from delivery.
• The product must be in the same condition as delivered.
• All included items must be returned.
• The product must not be damaged, tampered with, opened internally, altered, repaired, or misused.
• The product must not be password locked, account locked, activation locked, iCloud locked, Google locked, Samsung locked, or Factory Reset Protection locked.
• IMEI, serial number, warranty label, security seal, inspection mark, or identification label must not be removed, altered, damaged, or made unreadable.

If a product is defective, damaged on arrival, or materially different from the product description, the customer must contact Regrade promptly with:

• Order number.
• Customer name.
• Product model.
• Issue description.
• Photos or videos showing the issue.
• Packaging photos where relevant.
• Any other evidence reasonably requested by Regrade.

Regrade may inspect the product before approving repair, replacement, refund, exchange, or any other remedy.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable UAE law.

The customer must report any visible screen or display-related issue within 10 days from the date of delivery.

This includes visible screen defects, touch issues, display flickering, screen lines visible on arrival, dead pixels, major discoloration, or display condition issues that the customer believes existed at the time of delivery.

Regrade may request photos, videos, diagnostic evidence, or product inspection before approving any remedy.

Display or screen issues reported after the 10-day display reporting period may be treated as warranty claims only if inspection confirms an eligible covered hardware defect.

Cracked screens, broken glass, pressure damage, impact damage, liquid damage, OLED burn-in, image retention, display wear, and customer-caused display damage are not covered under return or warranty.

To request a return, the customer must contact Regrade through the official support channel published on the website.

The return request should include:

• Order number.
• Customer name and contact details.
• Product model.
• Reason for return.
• Photos/videos where relevant.
• Confirmation that the device has been unlocked and personal data removed.
• Bank details for COD refund where applicable.

Regrade may provide return instructions, arrange collection, request drop-off, or ask for additional evidence.

All returned products are subject to inspection.

Inspection may include checking:

• Product identity.
• IMEI or serial number.
• Physical condition.
• Functional condition.
• Battery health where applicable.
• Screen and display condition.
• Liquid damage indicators where applicable.
• Tampering or unauthorised repair signs.
• Missing accessories or included items.
• Account lock, activation lock, or password lock status.
• Whether the product matches the product originally sold.

Regrade may reject or delay a return, refund, exchange, or warranty claim if the product cannot be inspected because it is locked, inaccessible, incomplete, tampered with, or missing required identifiers.

Approved refunds will be returned to the original payment source where technically possible.

For online card or payment gateway orders, refunds will normally be processed back to the original payment method.

For Cash on Delivery orders, refunds cannot practically return to the original cash source. COD refunds will be processed through verified bank transfer or another approved refund method.

For BNPL orders, refunds may be handled according to the BNPL provider’s refund process, instalment schedule, and applicable provider terms.

Approved refunds will be processed within 30 days after refund approval.

Refund timing may depend on inspection completion, product return completion, bank processing, payment provider processing, BNPL provider processing, customer providing correct refund details, fraud or claim review, public holidays, or banking delays.

Regrade is not responsible for delays caused by banks, payment providers, BNPL providers, incorrect customer refund details, or circumstances outside Regrade’s control.

Delivery charges, COD charges, BNPL/payment-provider charges, return-collection charges, remote-area charges, or other service fees may be non-refundable where permitted by law and clearly disclosed before purchase.

The AED 20 COD service charge may be non-refundable in customer change-of-mind return cases where permitted by applicable law and where the charge was clearly disclosed before order confirmation.

If a returned product is missing included items, damaged after delivery, tampered with, or returned in a condition different from delivery condition, Regrade may reject the return or deduct an appropriate amount where permitted by applicable law.

The following items may be excluded from change-of-mind returns unless required by applicable law:

• Free gifts.
• Consumables.
• Screen protectors.
• Phone cases.
• Camera lens protectors.
• Packaging items.
• SIM ejector pins.
• Cleaning cloths.
• Used spare parts.
• Repair tools.
• Software services.
• Data-transfer services.
• Delivery charges.
• Clearance items.
• Faulty or for-parts items.
• Products marked final sale, no warranty, for parts, repair required, or sold as-is.
• Hygiene-sensitive used accessories, including used ear tips, used wearable straps, and similar items.

Any product-specific return restriction should be stated on the product page where applicable.

A return may be rejected if:

• The return request is outside the eligible return period.
• The product is damaged after delivery.
• The product is misused, tampered with, opened, altered, or repaired by an unauthorised party.
• The product is missing included items.
• The product is password locked, account locked, activation locked, iCloud locked, Google locked, Samsung locked, or FRP locked.
• IMEI, serial number, warranty label, security seal, inspection mark, or identification label is removed, altered, damaged, or unreadable.
• The product does not match the product originally sold.
• The product shows liquid damage, impact damage, pressure damage, cracked glass, or customer-caused damage.
• The customer refuses inspection or fails to provide required information.
• The product falls under a non-returnable or restricted category.

If a return is rejected, Regrade may return the product to the customer or provide the next available option depending on the case and applicable law.

Where a return, warranty claim, or defective-product claim is approved, Regrade may offer repair, replacement, exchange, refund, or another suitable remedy depending on inspection result, product availability, product category, issue type, customer preference where possible, and applicable legal requirements.

Replacement products may be certified pre-owned or refurbished products of equivalent or better condition and are not guaranteed to be brand-new unless expressly stated.

Customers must back up, transfer, remove, and secure all personal data before returning or submitting any product to Regrade.

This includes:

• Photos.
• Videos.
• Files.
• Apps.
• Passwords.
• iCloud account.
• Google account.
• Samsung account.
• Screen lock.
• Passcode.
• Activation lock.
• Find My iPhone.
• Factory Reset Protection.
• SIM cards.
• Memory cards.
• Banking apps.
• Wallet apps.
• Authentication apps.
• Any other personal data or account access.

Regrade may reset, erase, restore, update, inspect, or diagnose returned products as part of return assessment, warranty assessment, repair, replacement, resale preparation, or fraud prevention.

Regrade is not responsible for customer data loss, backup failure, data-transfer failure, forgotten passwords, activation locks, account locks, software crashes, app issues, or third-party service issues where such issues arise from the customer’s failure to back up, remove, unlock, or secure the device before submission, except where liability cannot be excluded under applicable law.

Regrade may arrange product collection where applicable.

Collection does not mean that the return, refund, exchange, or warranty claim has been approved.

The customer must make the product available for collection in safe and suitable packaging. If the product is damaged during return because of poor packaging or customer mishandling, Regrade may reject the return or reduce the available remedy where permitted by law.

Return collection may be delayed or fail if:

• The customer is unavailable.
• The customer provides incorrect address details.
• The customer does not answer calls or messages.
• The product is not ready for collection.
• Access to the location is restricted.
• The customer repeatedly reschedules.
• Courier service is unavailable.

Additional collection charges may apply where lawful and disclosed.

If an order is cancelled before dispatch and payment has already been collected, Regrade will refund the eligible amount through the original payment source where technically possible.

For COD orders cancelled before dispatch, no refund is required unless the customer has already paid an amount to Regrade.

If an order is cancelled after dispatch or failed delivery, any refund may be subject to inspection, delivery status, courier costs, COD charges, or other permitted deductions.

If the package or product appears damaged, opened, tampered with, wet, crushed, or abnormal at delivery, the customer should take photos/videos and contact Regrade promptly.

If an included item is missing, the customer should contact Regrade promptly with photos/videos of the package and contents.

Regrade may review order records, packing evidence, dispatch evidence, courier records, and customer evidence before deciding the next step.

Unless clearly stated on the product page, original manufacturer box, original charger, original cable, ear tips, manuals, accessories, or packaging items are not guaranteed.

Regrade may reject or investigate returns, refunds, exchanges, or warranty claims where there is suspected abuse, fraud, false evidence, repeated misuse, product swapping, altered identifiers, tampering, or dishonest claim behaviour.

Regrade may keep records of claims, inspection results, refund decisions, and customer communications for fraud prevention, legal protection, and operational control.

Nothing in this Returns & Refunds Policy is intended to limit or exclude any consumer rights that cannot be limited or excluded under applicable UAE law.

Where applicable law requires a remedy despite a policy exclusion, Regrade will handle the matter according to the applicable legal requirement and inspection outcome.

Regrade may update this Returns & Refunds Policy from time to time to reflect legal, operational, courier, payment, refund, warranty, or website changes.

The updated version will be published on the website with the latest update date.

For return, refund, exchange, or defective-product support, customers may contact: