Returns and Refunds

General

Each device includes a 6-month commercial warranty from delivery unless you bought a paid extension (see Warranty conditions). Consumers also keep their statutory rights, including the 2-year legal guarantee of conformity.

Accessories are not covered by the commercial warranty.

Returns are handled in France / the EU. Contact [email protected] before sending anything. After approval, we will provide the European return address and instructions.

Right of withdrawal

The withdrawal period specified in this section is the minimum period that must be observed. The customer's right of withdrawal (change-of-mind return without giving a reason) is 14 days after receipt of the order, unless otherwise agreed. In the case of an order of several products that are delivered separately, the 14-day period begins with the receipt of the last of these products. The day of receipt of the product does not count towards this 14-day period, and if the 14-day period ends on a Saturday, Sunday, public holiday or non-working day, it is extended to the first following working day.

In application of the withdrawal period, the customer is legally entitled to request a refund of all amounts paid (including the cost of standard delivery) against return of the product, without giving any reason. However, if the customer wishes to return the product for no reason, the customer should bear the cost of the return. Refunds and exchanges will be processed by GiggleFone within 3 working days of receipt of the product.

We undertake to refund the amount paid to the customer who has exercised his right of withdrawal no later than three (3) working days after receipt and inspection of the product.

Return eligibility (used devices)

To be eligible for a change-of-mind return under this policy, the device must meet all of the following when we receive it:

• Same cosmetic grade and fully functional condition as when shipped (as stated on your order and device listing, including our grade standard at /grades);
• Same accessories included with your order (for example charging cable and SIM ejector), unless otherwise stated at purchase;
• No new damage caused by misuse after delivery (for example drops, liquid damage, or intentional marking);
• All personal accounts unlinked and locks removed (for example iCloud / Find My, Google account, screen lock, and passwords).

We do not require original retail packaging or tags. GiggleFone sells used, graded devices—not unworn new goods.

Starting a return

Contact us at [email protected] or via the website contact form before sending anything back. If your return is approved, we will send return instructions and, where applicable, a prepaid return shipping label.

Items sent back to us without an approved return request will not be accepted. We may refuse the parcel or return it to the sender at the sender's expense.

Non-returnable items

The following are not eligible for change-of-mind return under this policy, unless required by applicable law:

• Gift cards, store credit, prepaid vouchers, or other monetary credits;
• Promotional items, clearance or final-sale products, or other goods marked as non-returnable at checkout;
• Free gifts or promotional add-ons supplied with a purchase, unless defective under warranty.

The right of withdrawal does not apply

The right of withdrawal does not apply:

• for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to personal needs;
• for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;

If the delivered product is a smartphone or other electronic device that is linked to a specific person or a specific account by means of a cloud service (e.g. Apple's "Find my iPhone" in iCloud), the product will only be taken back if the device is no longer linked to a specific account. If GiggleFone discovers that the device is linked to such an account when checking the device, it will be sent back to the customer for decoupling. Otherwise, the customer must pay compensation in full.

Sending the invoice

The invoice corresponding to the order must always be sent to the customer after completion of the delivery and must contain all the mandatory information required by the applicable laws and regulations. We will send the invoice via the platform's customer service interface or by email at the customer's request within 24 working hours.

Questions about product deliveries

The following applies to common delivery issues.

a. Delayed delivery

In the event of a delayed delivery, the customer must be clearly informed and reassured of the new delivery date and given an alternative tracking number.

b. Parcel not received by the customer

In the case of a parcel that has not been received by the buyer despite the carrier's delivery confirmation or in the case of a lost parcel, an investigation must be initiated with the transportation service provider. The customer must provide the following supporting documents: customer's declaration on his honor, photocopy of his identity card (and possible complaint if it is a case of identity theft or misuse). Once we have received the documents required to initiate the investigation, we will arrange for a full refund of the order within 72 working hours.