Returns & Refunds

The 14-day window

Every order is covered by a 14-day window, counted from the day the carrier marks it delivered. If a phone, part or accessory arrives not working, not as described on the listing, or with a cosmetic grade worse than the one you paid for, contact us within those 14 days and we will make it right with a replacement or a refund. All sales are otherwise final: we do not accept returns for change of mind, ordering the wrong model, or any reason other than a defect or an error on our part.

What is covered

• Devices that do not power on, do not activate, fail an IMEI/blacklist check, or have a fault we missed in testing.
• Devices whose cosmetic condition is clearly below the grade sold.
• Parts that are dead on arrival or damaged in transit (report before installation — see below).
• Wrong item, wrong storage, wrong color or wrong carrier lock compared with the listing.

What is not covered

• Change of mind, ordering the wrong model, or compatibility mistakes — all sales are final apart from defects and our own errors.
• Damage after delivery: drops, liquid, or damage caused during installation of a part.
• Parts that have been installed, cut, bent or had their protective films/adhesives removed, unless the fault is a defect in the part itself.
• Devices that have been opened, repaired or modified after delivery, or whose IMEI does not match the one we shipped.
• Devices locked to a personal account (Apple ID / Google account) after delivery, or blacklisted after delivery.
• Consumables and hygiene items once opened (screen protectors, earbuds, headphones), unless defective.

How to start a return

• Within 14 days of delivery, email Support@phillyphonesdistributor.com or call (215) 397-8110 with your order number and a short description (photos or a video of the fault help).
• We will reply with a return authorisation and instructions, usually the same business day.
• Send the item back in its original packaging with everything that came with it. Remove any personal accounts (sign out of iCloud / Google) and reset the device — we cannot process a device locked to your account.
• Return shipping: we cover it when the item is defective, damaged in transit or not as described.

Refunds and replacements

Once the item is received and inspected (usually within 2 business days), we will send a replacement if we have one in stock, or refund the item price and the original shipping charge to the original payment method. Card refunds typically appear within 5–10 business days depending on your bank. If an inspection finds the item working and as described, we will contact you before doing anything else.

After 14 days

Beyond the 14-day window, pre-owned devices and parts are sold without a further warranty (see the Terms of Service). If something goes wrong later, contact us anyway — we repair phones and stock the parts, and we will always try to help.

Wholesale orders

Returns on dealer (wholesale) orders follow the dealer agreement, which may differ from this policy.

Contact

Philly Phone Distributors, 4032 Lancaster Ave, Philadelphia, PA 19104 · Support@phillyphonesdistributor.com · (215) 397-8110