Overview
We want you to be confident in every order. If something is not right, our return and refund process is straightforward — most requests are resolved within a few business days.
This policy applies to products purchased directly from XS Phone Parts. It works alongside our Terms & Conditions and our Privacy & Cookie Policy, which together form the agreement between you and us.
Eligibility
To be eligible for a return, your item must meet all of the following:
- Be in its original, unopened condition with all seals, labels, and protective film intact.
- Include the original packaging, manuals, and any accessories that shipped with it.
- Not show signs of installation, handling, or physical damage caused after delivery.
- Be accompanied by your order number or proof of purchase.
Items returned without a valid reason or outside the eligible condition may be declined or subject to a restocking fee at our discretion.
Return Timeframe
You may request a return within 30 days of the delivery date. After 30 days, returns are accepted only where covered by our Lifetime Warranty for defective units (see Damaged & Defective).
The 30-day window begins on the date shown by the carrier as delivered. We recommend inspecting goods promptly on arrival.
Non-Returnable Items
For hygiene, safety, and traceability reasons, the following cannot be returned unless defective:
- Opened or installed screens, batteries, and adhesive parts.
- Items marked as Final Sale or Clearance at the time of purchase.
- Software, activation-locked, or account-bound products.
- Bulk or special-order items supplied to your specification.
How to Start a Return
Follow the steps below. Do not send items back without an approved RMA number — returns without an RMA may be refused.
- Request: Email [email protected] with your order number and the reason for return.
- Approve: We review eligibility and, if approved, issue an RMA number and return instructions.
- Ship: Pack the item securely with the RMA number clearly marked on the outside, and send it to the address we provide.
- Process: Once received and inspected, we confirm the refund or exchange within the timeframe in the Refunds section.
Refunds
Approved refunds are issued to your original payment method. Please allow:
- 3–5 business days for inspection after we receive the item.
- A further 5–10 business days for your bank or card provider to post the funds.
Original shipping charges are non-refundable except where the return is due to our error or a defective item. Restocking fees, where applicable, will be communicated when the RMA is issued.
Exchanges
If you need a different model or specification, we typically process it as a return plus a new order so you receive the correct item faster. Where stock allows, we can cross-ship the replacement once the original is on its way back.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective or the return is due to our mistake. We recommend a tracked service, as we cannot refund items lost in transit without proof of delivery.
Damaged & Defective (DOA)
Items that arrive damaged on arrival (DOA) or develop a fault covered by our Lifetime Warranty are handled separately from standard returns:
- Report DOA within 7 days of delivery with photos or a short video of the fault.
- Warranty claims are assessed against the warranty terms in your order confirmation.
- Approved warranty cases are replaced or refunded at no cost to you, including return shipping where required.
This does not affect your statutory rights under applicable consumer law.
Contact Us
Questions about a return, exchange, or warranty claim? Our team is happy to help.
- Email: [email protected]
- WhatsApp: +8619898465268
- Registered Address: Rm 207, Bldg 1, Baoshan Industrial Park, No.12, Baoshan 2nd Zone, Pingshan Dist., Shenzhen, China
Please have your order number ready so we can assist you quickly.