How We Can Help?

  1. Chat with us by clicking on the Chat Box at the right bottom.

  2. Email Us: cs.phoneguys@trangroupllc.com

Customer Service

Our Warranty & Refund Policy

Refund / Return Policy – 14-Day Window

Eligibility:

You may return any device within 14 days from the date of purchase for a refund, provided it is in the same condition as when received. This policy also applies to order cancellations.

  • Restocking Fee: A 20% restocking fee will be applied to all returns and cancellations.
  • Defective Devices: Covered under our warranty for repair or replacement.
    • If a replacement is declined, a 20% restocking fee will be applied.
    • If the second replacement device is also defective, a full refund will be offered.

Ineligibility:

  • Devices purchased over 14 days ago.
  • Devices that have been physically damaged or exposed to liquids.
  • If the selected device color is out of stock, we reserve the right to substitute with a similar color.

Return Policy:

  • All returns are subject to a 20% restocking fee.
  • Online & in-store orders follow the same return policy.

Cancellation Policy for Online Orders

Cancellation Fees:

  • If not shipped: 10% cancellation fee.
  • If already shipped: 20% cancellation fee.

These fees cover processing and handling costs. To cancel an order, contact customer support immediately.

Warranty Coverage Policy

1. Covered Components & Issues

  • Covered Devices: Smartphones, tablets, computers, gaming consoles, and smartwatches.

  • Batteries: Excessive battery drainage or total charging failure.

  • Touchscreens: Touch sensitivity issues only. (Does not cover physical screen defects).

  • Cameras: Internal camera hardware malfunctions.

  • Ports: Charging and audio ports (excludes moisture, liquid, or physical pin damage).

  • Hardware Controls & Audio: Physical buttons, earpieces, speakers, and microphones.

  • Network & Connectivity: Sales representatives assist in matching unlocked devices to carrier networks. The store is not responsible for feature limitations resulting from carrier network changes. Carrier-locked devices are sold as-is and are not guaranteed to be unlockable.

2. Lifetime IMEI Warranty

  • Lifetime Coverage: Full coverage for bad, blocked, or blacklisted IMEI / serial numbers.

3. Limited Warranty Periods

  • 7-Day Warranty: Gaming controllers, portable speakers, and headphones.

  • 14-Day Warranty: Hardware repairs and replaced parts (excludes data loss; customers must back up data prior to service).

4. Void Warranty Conditions

Warranty coverage is automatically voided under the following circumstances:

  • 🚫 Physical & Liquid Damage: Drop impacts, pressure damage, liquid exposure, user-inflicted damage, or screen displays exhibiting black dots, lines, or color distortion.

  • 🚫 Cosmetic Condition Changes: Any device condition that differs from its original purchase condition—including new scratches, cracks, glue residue, custom engravings, or casing dents.

  • 🚫 Unauthorized Modifications: Devices that are jailbroken, rooted, modified, or repaired by a third party.

  • 🚫 Account & System Locks: Forgotten passcodes, iCloud/Google software locks, or issues where hardware is confirmed fully operational upon technical evaluation.

Leasing Assistance

For leasing inquiries, please contact your provider:

  • Progressive Leasing: (855) 222-0801 | App: "Progleasing"
  • SmartPay: (415) 390-2614
  • Acima: (801) 297-1982 | App: "Acima"
  • Payvantage: (888) 899-5545
  • PayTomorrow: (866) 418-5857
  • Snap Finance: (877) 557-3769
  • American First Finance: (855) 721-1188

How to Process a Warranty Claim

📞 Contact Us:

⏳ Processing Time: 1-2 business days (may take longer during high-volume periods).

Product Condition Guide

Brand New

📦 Sealed, never used, full manufacturer warranty. Includes all original accessories.

Renewed by Manufacturer (1-Year Warranty)

🔄 Certified renewed, functions like new. Includes full manufacturer warranty and accessories.

Brand New - Handset Only

📱 New but without original packaging. Includes full manufacturer warranty.

Opened Box (6-Month Warranty)

🎁 Like-new condition, customer returns. Original packaging included (may show wear).

Certified Pre-Owned (CPO - 6-Month Warranty)

⭐ Like-new condition, 95%+ battery health. No previous repairs, original manufacturer condition.

Pre-Owned / Used

✔️ Gently used, fully functional, factory reset.

Refurbished

🔧 Restored to full working condition, may include replaced parts.

Pre-Owned, Used & Refurbished Condition Grades:

  • Excellent: Minimal signs of use, very light wear.
  • Good: Normal wear (light scratches, small dents).
  • Fair: Noticeable scratches or dents, but functional.
  • Heavily Used: Significant wear, visible scratches, dents, or chips.

By purchasing from The Phone Guys, customers agree to these terms.

We appreciate your business and strive to provide quality electronics at the best prices!