Warranty Policy

This Warranty Policy explains how Regrade™, operated by REGRADE ELECTRONICS TRADING L.L.C S.O.C., handles warranty coverage, warranty periods, exclusions, inspection, repair, replacement, refund, and warranty claim decisions for products purchased through www.regrade.store.

This policy should be read together with Regrade’s Terms & Conditions, Returns & Refunds Policy, Shipping & Delivery Policy, Product Condition & Regrade Certification Policy, and Payment & COD Policy.

Regrade provides a limited commercial warranty for eligible products sold by Regrade.

This warranty applies only to eligible functional defects that arise under normal use during the applicable warranty period, subject to inspection and confirmation by Regrade.

This warranty is in addition to any mandatory consumer rights that cannot legally be excluded under applicable UAE law.

The applicable warranty period should be displayed on the product page, order confirmation, invoice, or customer-support record where possible.

The warranty period starts from the date of delivery, unless the product page, invoice, or order confirmation states otherwise.

If the customer reports a change-of-mind return within the 7-day return window, the matter will be handled under the Returns & Refunds Policy.

After the 7-day change-of-mind return period ends, eligible product issues will be handled under this Warranty Policy.

The Regrade warranty covers eligible functional defects confirmed by inspection during the applicable warranty period.

• Covered issues may include confirmed hardware faults that affect normal product function.
• The fault must not be caused by customer misuse, accidental damage, liquid damage, tampering, or unauthorised repair.
• The fault must not be caused by excluded software, app, account, network, regional, or third-party service issues.
• The issue must be confirmed by Regrade inspection as an eligible covered defect.

The warranty claim process follows this sequence:

• Customer reports the issue.
• Regrade checks warranty eligibility.
• If eligible, collection or drop-off is arranged.
• Regrade completes device inspection and diagnosis.
• Regrade issues a repair, replacement, refund, exchange, or rejection decision.

Collection or receipt of a product by Regrade does not mean that the warranty claim has been accepted.

Warranty approval depends on inspection, available evidence, product records, warranty status, and applicable law.

To submit a warranty claim, the customer must provide order number, customer name and contact details, product model, IMEI or serial number where applicable, issue description, photos or videos where relevant, troubleshooting evidence where requested, and any other information reasonably required by Regrade.

Before handing over or sending a product to Regrade, the customer must back up personal data, remove SIM cards and memory cards, remove personal accessories unless requested, remove passwords where possible, disable activation locks where applicable, remove iCloud, Google, Samsung, or similar accounts where applicable, and disable Find My iPhone, Factory Reset Protection, or similar security locks where applicable.

All warranty claims are subject to inspection and diagnosis by Regrade or its authorised service partner.

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, software/account lock status, missing parts or accessories, and whether the product matches the product originally sold.

Regrade’s decision will be based on the inspection result, product records, customer evidence, warranty terms, and applicable law.

If a warranty claim is accepted, Regrade may provide repair, replacement, exchange, refund, store credit where permitted, or another legally permitted remedy.

The remedy will depend on the inspection result, product availability, issue type, repair feasibility, product condition, warranty period, and applicable law.

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

After the product is received by Regrade and warranty eligibility is confirmed, Regrade will aim to complete approved warranty repairs within 10 days.

This is a target timeline, not an absolute guarantee.

Repair time may be affected by issue type, parts availability, supplier support, inspection result, third-party service delay, customer response time, public holidays, or circumstances outside Regrade’s control.

The Regrade commercial warranty does not cover issues caused by misuse, customer action, external factors, normal wear, software behaviour, unauthorised repair, or any condition excluded under this policy.

The exclusions in this policy apply unless inspection confirms an eligible covered defect and applicable UAE consumer protection law requires a remedy.

The warranty does not cover accidental damage, intentional damage, negligence, misuse, abuse, abnormal use, improper handling, improper storage, improper installation, improper cleaning, or use of the product in a manner inconsistent with normal consumer use.

• Drops, impact damage, cracked screen or back glass, dents, bending, pressure damage, broken ports, broken buttons, damaged camera lens, damaged housing, and damage caused by force, mishandling, or external impact.
• Liquid damage, moisture ingress, corrosion, humidity damage, water exposure, sweat damage, steam exposure, dust damage, sand damage, and damage caused by use, charging, or storage in wet, dusty, sandy, humid, or extreme-temperature environments.

Rechargeable batteries are consumable components and naturally reduce in performance over time.

The warranty does not cover normal battery health reduction after delivery, normal battery aging, chemical degradation, reduced screen-on-time, battery drain caused by customer usage, or battery performance changes caused by apps, settings, software behaviour, charging habits, heat exposure, cycle count, or usage pattern.

Regrade provides limited battery warranty coverage only for confirmed abnormal battery defects, subject to inspection and approval by Regrade or its authorised service partner.

Battery warranty coverage applies only where Regrade confirms that the issue is caused by an abnormal battery defect and not by normal battery aging, customer usage, misuse, damage, software behaviour, charging behaviour, heat exposure, or external factors.

• Devices sold as Excellent will have battery health of 90% or above at the time of dispatch.
• Devices sold as Very Good will have battery health of 85% or above at the time of dispatch.
• Subject to inspection and approval, the Limited Battery Warranty may cover battery swelling, failure to charge, sudden shutdown caused by a verified battery fault, confirmed abnormal battery malfunction, or battery-related safety issue confirmed by inspection.

The Limited Battery Warranty does not cover normal battery health reduction, normal battery aging, reduced screen-on-time, battery drain caused by customer usage, apps, gaming, camera usage, hotspot usage, 5G usage, background activity, high brightness, poor network signal, device settings, software updates, app updates, system recalibration, heat exposure, liquid damage, physical damage, impact damage, misuse, non-certified chargers/cables/power banks/accessories, unauthorised repair, tampering, third-party battery replacement after sale, battery warnings caused by repairs or modifications after sale, or any battery issue caused by customer usage or external factors outside Regrade’s control.

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 warranty.

The warranty does not cover OLED burn-in, image retention, screen shadow, display staining, pixel wear, pressure marks, display marks, or screen wear caused by static images, high brightness, gaming, navigation apps, video playback, prolonged screen-on time, customer usage pattern, or normal panel aging.

The warranty does not cover normal heating, temporary overheating, fan noise, performance throttling, reduced performance, or battery drain caused by gaming, camera use, video recording, charging, 5G usage, hotspot usage, high brightness, heavy applications, background activity, software updates, poor network signal, or environmental temperature.

These conditions are not automatically considered defects unless inspection confirms an eligible covered hardware fault.

Customers are responsible for backing up, transferring, removing, and securing all personal data, files, photos, videos, applications, passwords, iCloud accounts, Google accounts, Samsung accounts, device locks, screen locks, passcodes, activation locks, Find My iPhone, Factory Reset Protection, and any other user accounts before submitting a product to Regrade for inspection, return, repair, replacement, exchange, or warranty assessment.

The warranty does not cover customer data loss, backup failure, data-transfer failure, software crashes, operating-system errors, failed software updates, app errors, login issues, forgotten passwords, iCloud account issues, Google account issues, Samsung account issues, activation locks, Factory Reset Protection, Find My iPhone locks, screen locks, passcodes, third-party software, or application problems.

Regrade is not responsible for customer data loss, forgotten account passwords, activation locks, backup failure, software crashes, app issues, or third-party software problems, except where liability cannot be excluded under applicable law.

The warranty does not cover third-party application issues, banking application issues, payment-wallet issues, authentication-app issues, app compatibility issues, login failures, app restrictions, developer policy changes, cloud-service issues, subscription issues, or service-provider restrictions.

This includes issues related to apps or services operated by Apple, Google, Samsung, Microsoft, Meta, banks, telecom operators, payment providers, or any other third-party provider.

The warranty does not cover loss of features, feature restrictions, compatibility changes, software behaviour changes, app-support changes, manufacturer policy changes, operating-system limitations, security restrictions, or service limitations introduced by Apple, Google, Samsung, Microsoft, or any other manufacturer or software provider after sale.

Regrade may sell certified pre-owned or refurbished devices that were originally manufactured, distributed, or intended for different regional markets, including GCC, Middle East, US, Japan, Hong Kong, Singapore, Europe, or other international variants.

Before sale, Regrade takes reasonable steps to verify that applicable devices are unlocked, clean-status, not reported lost or stolen where commercially verifiable, and compatible with supported UAE mobile networks as stated on the product page.

Unless expressly stated on the product page, Regrade does not guarantee that every device is a UAE TRA/TDRA retail variant, UAE-spec unit, or originally distributed through UAE-authorised retail channels.

The warranty does not cover issues arising solely from disclosed regional differences, including SIM configuration differences, eSIM support limitations, physical SIM availability, FaceTime or regional software behaviour, network band limitations outside stated compatibility, charger plug type, packaging differences, model number differences, regulatory marking differences, manufacturer service eligibility, unsupported carrier features, regional service limitations, or third-party service restrictions.

Network and carrier-related claims are covered only where inspection confirms an eligible covered hardware defect.

Some products sold by Regrade may not support full Arabic language features, Arabic keyboard options, Arabic system menus, Arabic regional services, or Arabic-specific software functions. Arabic language support may vary depending on product brand, model, operating system, software version, regional variant, and manufacturer settings.

Regrade is not responsible for the absence, limitation, or later removal of Arabic language features where such limitation is caused by the product’s regional variant, manufacturer software, operating system, third-party application, or service-provider restriction. Where Arabic language support is important to the customer, the customer should check the product page or contact Regrade before placing an order.

Regrade verifies applicable IMEI, serial number, and security status before sale where relevant and commercially verifiable.

The warranty does not cover any IMEI blocking, serial-number restriction, account restriction, carrier restriction, blacklist issue, law-enforcement restriction, security limitation, or activation restriction arising after delivery due to customer action, third-party action, carrier decision, account activity, fraud investigation, unpaid external account obligations, or circumstances outside Regrade’s control.

The warranty does not cover cosmetic wear arising after delivery, including scratches, dents, paint wear, coating wear, discoloration, marks, scuffs, minor gaps, pressure marks, keyboard shine, trackpad wear, strap wear, case wear, or similar appearance-related changes. Cosmetic claims may be reviewed only if the product condition was materially misrepresented at the time of sale.

Free gifts, bundled accessories, complimentary cables, cases, screen protectors, camera lens protectors, SIM ejector tools, packaging materials, manuals, stickers, cleaning cloths, and similar included items are not covered under the main product warranty unless a separate warranty is expressly stated on the product page or invoice.

The warranty does not cover any defect, limitation, missing feature, cosmetic condition, accessory limitation, battery condition, regional limitation, Arabic language limitation, or product characteristic that was clearly disclosed to the customer before purchase, on the product page, invoice, order confirmation, product description, condition grade, or customer-support communication.

Products clearly marked as clearance, final sale, faulty, for parts, repair required, no warranty, or sold as-is are excluded from Regrade commercial warranty coverage, subject to applicable UAE consumer protection laws.

Warranty coverage may be rejected if the product has been opened, tampered with, modified, repaired by an unauthorised party, altered, damaged, or used with non-certified parts, accessories, chargers, cables, power banks, or components.

Warranty coverage may also be rejected if any IMEI number, serial number, warranty label, security seal, inspection mark, or identification label has been removed, altered, damaged, replaced, or made unreadable.

The warranty does not cover damage or malfunction caused by use of non-certified, damaged, incompatible, counterfeit, poor-quality, or unsafe chargers, cables, power banks, adapters, docks, hubs, accessories, or external devices.

This includes charging-port damage, battery damage, overheating, short circuit, power failure, or motherboard damage caused by external accessories or power sources.

The warranty does not cover loss, theft, misplacement, forgotten location, abandoned products, customer-controlled account restrictions, customer-controlled passwords, unpaid telecom bills, third-party claims, or any issue arising from circumstances outside Regrade’s control.

Regrade may reject or delay a warranty claim if the customer refuses inspection, fails to provide requested evidence, submits an incomplete product, fails to return required components, provides inaccurate claim information, removes or alters product identifiers, or prevents Regrade from reasonably diagnosing the reported issue.

A warranty claim may be rejected if:

• The warranty period has expired.
• The product is not eligible for warranty.
• The issue is excluded under this policy.
• The product was damaged after delivery.
• The product was misused, tampered with, opened, altered, or repaired by an unauthorised party.
• The product has liquid damage, impact damage, pressure damage, cracked glass, or customer-caused damage.
• IMEI, serial number, warranty label, security seal, inspection mark, or identification label is removed, altered, damaged, or unreadable.
• The product is password locked, account locked, activation locked, iCloud locked, Google locked, Samsung locked, or FRP locked.
• The product does not match the product originally sold.
• The customer refuses inspection or fails to provide required information.
• Inspection does not confirm an eligible covered defect.

Nothing in this Warranty 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 warranty exclusion, Regrade will handle the matter according to the applicable legal requirement and inspection outcome.

Regrade may update this Warranty Policy from time to time to reflect legal, operational, product, warranty, repair, supplier, inspection, or website changes.

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

For warranty claims or warranty-related support, customers may contact: