Return & Refund

Our Commitment to Satisfaction

At Fliphand, we are fully committed to ensuring that every customer enjoys a smooth, transparent, and fully satisfactory shopping experience from the moment an order is placed to any potential after-sales service that may be required, which includes handling returns, processing refunds, and honouring warranty claims. This document serves as a detailed explanation of your rights as a consumer and outlines our obligations as a responsible retailer.

1. Statutory Rights & Product Standards

Statutory Rights: These terms and conditions function in conjunction with, rather than in replacement of, statutory rights under the Consumer Rights Act 2015. Nothing in these terms is intended to exclude or limit the legal rights of a consumer in the UK.

Product Quality Standards (Pre-owned Devices):
Under UK law, all goods supplied must be of satisfactory quality, fit for purpose, and as described. When assessing "satisfactory quality" for pre-owned devices, the following factors are taken into objective consideration:

Nature of Goods: As the items are pre-owned, reasonable wear and tear is to be expected and does not constitute a defect.
Description: The condition of the device is reflected in its assigned "Grade" (e.g., Excellent, Good or Acceptable).
Disclosed Conditions: Any cosmetic imperfections or specific functional limitations clearly disclosed at the point of sale are considered part of the agreed-upon description of the goods.

2. Standard Returns (Non-Defective Items)

2.1 Time frames

Customers who change their minds or decide that the purchased item no longer suits their needs may initiate a return within fourteen (14) calendar days from the confirmed date of delivery.

2.2 Condition

All returned items must be:

Remains unused and in pristine and fully resalable condition;
In original packaging with all accessories, manuals, and promotional materials
Has not been damaged, altered, or activated in any form.

2.3 Process

Customers must contact our customer service team prior to sending the item back in order to obtain a return authorisation code and detailed return instructions.

Returns sent without prior confirmation may be refused or disregarded.

Once a return is authorized, items must be packed and shipped within 7 calendar days.

Returns not shipped within this timeframe may be deemed cancelled.

2.4 Responsibility for Return Shipping Fees

Customers are responsible for arranging and paying for return shipping using a tracked and insured service for:

Change-of-mind returns
Items that are not as expected;
Size or colour changes (where applicable)

2.5 Return Shipping Requirements

Returned items must be securely packaged, free of all personal accounts or locks (including iCloud), and accompanied by the original invoice or proof of purchase.
All returns must be sent using a tracked shipping service
Customers must provide tracking numbers and clear photos of the return parcel once shipped
Fliphand is not liable for any loss or damage incurred during transit.

All returns must be sent to Fliphand’s designated return centre.

2.6 Refund Amount

Upon successful inspection confirming that the returned item meets the required conditions, a refund will be issued to the original payment method, minus any applicable deductions for depreciation or handling if necessary.

Original shipping charges and any custom hardware upgrades (including but not limited to battery replacements) are strictly non-refundable under all circumstances.

2.7 Mandatory Technical Assessment for Opened Returns

For the safety and protection of our customers, Fliphand maintains strict hardware integrity standards. Any return where the original packaging or security seals have been broken will automatically undergo a mandatory Technical Integrity Inspection, regardless of the device's usage status. This is to ensure that the device remains free from unauthorized tampering, component swapping, or hardware-level security threats.

A Restocking and Diagnostic Fee will be applied to all such returns to cover the technical labor of re-certification and secure data sanitization. This fee is calculated at 15% of the product’s purchase price, with a minimum deduction of £30 per order. This amount will be deducted directly from your final refund.

If the technical assessment reveals that the product has been damaged, subject to unauthorized tampering, or has undergone component replacement (including but not limited to these instances), Fliphand reserves the right to claim for any resulting loss in value or damages.

2.8 Non-Returnable Items

The following items are not eligible for return or refund:

Samples, free gifts, or clearance items
Items returned damaged or incomplete
Unsealed personal or hygiene-sensitive items, including but not limited to:
- Headphones and earphones
- Toothbrushes
- Shavers and grooming devices

Items returned without original packaging, tags, or accessories

Fliphand reserves the right to reject any unreasonable or excessive return requests.

3. Wrong or Defective Items

3.1 Time frames

If a customer receives an incorrect product or a device that is defective upon arrival (DOA – Dead on Arrival), the issue must be reported within three (3) business days of delivery.

3.2 Understanding Pre-Owned Standards

Every device supplied by Fliphand undergoes a functional inspection to ensure it performs as intended. While hardware integrity is guaranteed, the following conditions are inherent to the nature of pre-owned technology or influenced by external environmental factors, and shall not constitute a defect for the purpose of immediate returns:

Standard Wear and Tear: Cosmetic imperfections, including but not limited to surface scratches, dents, scuffs, or slight casing discoloration, which arise from previous normal use. Provided these do not obstruct the core functionality of the device, they are considered consistent with the nature of pre-owned goods.
Grading and Disclosed Conditions: Any cosmetic flaws or specific functional limitations that were disclosed through product descriptions, assigned "Grades" (e.g., 'Excellent', 'Good', or 'Acceptable'), or referenced in point-of-sale documentation at the time of purchase.

Battery Capacity and Aging: The natural decline in battery health and capacity over time is an inherent characteristic of rechargeable batteries. A battery is deemed non-defective provided it retains a functional charge capacity at the time of delivery. Fliphand ensures that the battery retains a functional level of charge capacity at the time of sale, consistent with the specified grade and age of the device.
Display Integrity: Minor screen variations inherent to aged panels (e.g., OLED), such as slight discoloration, faint "shadows," or subtle pixel irregularities. Such conditions shall not constitute a defect provided they do not significantly impede the primary visibility or functional use of the display during normal operation.
Software and Compatibility: Issues pertaining to operating system performance, third-party application compatibility, or malfunctions introduced by software updates. This includes localized software bugs that do not stem from a specific internal hardware failure.
Network and Connectivity: Difficulties related to Wi-Fi signal strength, cellular reception, or Bluetooth pairing that are influenced by external factors (e.g., carrier restrictions, environmental interference) rather than a demonstrable hardware defect.
Consumable Components: The natural exhaustion of consumable parts or accessories that are expected to degrade through regular use.

3.3 Identification of Incorrect Items (Regional Models)

For clarity, under Fliphand’s global sourcing model, product model numbers or packaging may differ due to regional variations. Items with the same specifications and functionality as described on the product listing are considered the same item and will not be treated as an "incorrect item" solely due to such differences.

3.4 Return Process

To initiate a return, customers must first contact Fliphand’s support team to obtain authorization and detailed return instructions. The order number, a clear description of the issue, and photographic and/or video evidence must be provided to allow Fliphand to validate the claim.

Returns sent without prior confirmation may be refused or disregarded.

Once a return is authorized, items must be packed and shipped within 7 calendar days.

Returns not shipped within this timeframe may be deemed cancelled.

3.5 Responsibility for Return Shipping Fees

Fliphand will cover return logistics costs for:

Faulty or defective items (verified upon inspection);
Incorrect items sent (items not matching the ordered specifications).

Reimbursement Process: Customers are initially responsible for arranging and paying for return shipping using a tracked and insured service. Upon Fliphand’s receipt and successful verification of eligibility, the reasonable return shipping costs will be reimbursed to the original payment method.

Important Note: If a returned item is found to be non-defective, functional as intended, or consistent with its assigned Grade, the customer will remain liable for all shipping fees incurred.

3.6 Return Shipping Requirements

Returned items must be securely packaged, free of all personal accounts or locks (including iCloud), and accompanied by the original invoice or proof of purchase.
All returns must be sent using a tracked shipping service
Customers must provide tracking numbers and clear photos of the return parcel once shipped
Fliphand is not liable for any loss or damage incurred during transit.

All returns must be sent to Fliphand’s designated return centre.

3.7 Resolution

Upon receipt, returned items will be inspected to verify eligibility.

For confirmed faulty or incorrect items, Fliphand will provide:

A replacement item, or
A refund if a replacement is unavailable

3.8 Non-Returnable Items

The following items are not eligible for return or refund:

Samples, free gifts, or clearance items
Items returned damaged or incomplete
Unsealed personal or hygiene-sensitive items, including but not limited to:
- Headphones and earphones
- Toothbrushes
- Shavers and grooming devices

Items returned without original packaging, tags, or accessories

Fliphand reserves the right to reject any unreasonable or excessive return requests.

4. One-Year Warranty for Pre-Owned Devices

All Pre-Owned devices sold by Fliphand are covered by a one-year limited hardware warranty commencing from the confirmed delivery date.

4.1 What's Covered

Hardware Warranty: For the duration of one year from the date of delivery, Fliphand covers hardware failures resulting from defects in materials or workmanship. This warranty is limited to essential hardware functionality under normal use and explicitly excludes consumable parts, software issues, and accidental damage. Covered categories include:

Hardware Malfunctions: Internal components failing to perform as intended due to defects not evident at the time of purchase.
Functional Impairment: Significant issues affecting the primary operations for which the device was engineered.

4.2 What's NOT Covered

The warranty does not cover:

Normal Wear and Tear: The warranty does not cover cosmetic imperfections, including but not limited to scratches, dents, scuffs, or discoloration, that arise from normal use over time and do not impair the functionality of the product.
Battery Capacity and Aging: The natural decline in battery health and capacity over time is an inherent characteristic of rechargeable batteries. This limited warranty does not cover reduced battery life resulting from normal aging or usage patterns.
External Damage Factors: Malfunctions resulting from:

Accidents, misuse, or neglect, including physical impacts, drops, or excessive force.
Improper storage, handling, or operation inconsistent with provided instructions.
Exposure to environmental extremes, such as humidity, adverse temperatures, or moisture.
Electrical faults, power surges, or the use of incorrect voltage.

Liquid Ingress: Any damage arising from contact with liquids, whether internal or external, including any corrosion or malfunction arising from submersion, spills, or exposure to moisture.
Connectivity: Issues involving network signal, Wi-Fi, cellular, Bluetooth pairing, or third-party software/hardware compatibility, unless the fault is demonstrably linked to an internal hardware failure.
Software Performance: Problems related to the operating system, pre-installed software, third-party apps, software compatibility or bugs introduced via software updates.
Stated Cosmetic Damage: Flaws clearly disclosed at the point of purchase are ineligible for claims.
Consumable Parts: Except where a specific coverage period is explicitly provided at purchase, the warranty excludes components expected to degrade or be consumed through normal use over time, such as certain accessories.
Unauthorized Modifications or Repairs: The warranty does not cover defects or malfunctions resulting from any disassembly, alteration, modification, or repair performed by parties other than a Fliphand authorized representative or service partner.

4.3 Warranty Claim Procedures

Claim Requirements: To initiate a warranty claim, customers must provide the original order reference, fault description, supporting media evidence, and troubleshooting steps taken. Devices may be requested for return and verified via IMEI or serial number.

Returns sent without prior confirmation may be refused or disregarded.

Shipping: Once a return is authorized, customers are responsible for arranging return shipping. Any device returned to Fliphand for inspection, diagnosis, warranty assessment, or repair—whether under warranty or as a paid service—must be shipped to Fliphand at the customer’s own expense.
Return Shipping Requirements

- Returned items must be securely packaged, free of all personal accounts or locks (including iCloud), and accompanied by the original invoice or proof of purchase.
- All returns must be sent using a tracked shipping service
- Customers must provide tracking numbers and clear photos of the return parcel once shipped
- Fliphand is not liable for any loss or damage incurred during transit.
  
  All returns must be sent to Fliphand’s designated return centre.

4.4. Technical Assessment & Verification

Technical Assessment: Upon receipt, our technical team will carry out a full inspection, diagnostic testing and, where applicable, proceed with necessary repair steps to determine whether a fault exists and whether the issue falls within warranty coverage.
Verification of Identity: Returned devices will undergo IMEI or serial number verification against original sales records. Discrepancies will result in the claim being rejected and the device returned at the customer's expense.

4.5 Warranty Resolutions & Shipping

Approved Warranty Claims: If a fault is confirmed and the claim is approved under warranty, Fliphand will, at its sole discretion, repair the defective hardware component(s), replace the device, or issue a proportional refund in accordance with applicable warranty terms. Return shipping following an approved warranty repair or replacement will be covered by Fliphand, unless otherwise stated.
Non-Warranty / No Fault Found: If no defect is found, if no issue is identified, or if the issue does not match or cannot be reproduced as described by the customer, or if the issue is determined to fall outside the scope of warranty coverage—including, but not limited to, user error, accidental or liquid damage, unauthorized software modification, or normal wear and tear—the customer will be required to pay the return shipping cost before the device is returned.

4.6. Data Integrity and Liability

Fliphand assumes no responsibility for the loss, corruption, or recovery of personal data during any inspection, repair, or replacement process. The sole responsibility for backing up all data prior to a warranty submission rests with the customer.

4.7 Unclaimed Devices

Devices that remain unpaid for, uncollected, or not arranged for return within thirty (30) calendar days from the date of notification will be deemed unclaimed. Fliphand reserves the right to recycle, dispose of, or resell such devices in order to recover inspection, repair, storage, or administrative costs, without further liability.

The full details of the Warranty Terms and Conditions can be found at: https://fliphand.com/pages/warranty-policy

5. Repairs & Repair Warranty

Repaired devices are covered by a three-month (3-month) limited warranty on the specific parts replaced.

This warranty excludes subsequent accidental damage, liquid exposure, misuse, or third-party tampering.

For iPhone 11–13 screen repairs, “Important Display Message” notifications may temporarily appear and will disappear automatically.

Unclaimed devices after thirty (30) days may be recycled or resold to recover costs.

Customers are advised to back up all data prior to repair, as Fliphand is not liable for data loss.

6. Consumer vs Wholesale Terms

Consumer purchases are covered by standard 12-month Pre-Owned device warranties and return policies.

Wholesale or B2B purchases are governed by separate wholesale terms, including a fourteen (14) day limited warranty only.

Wholesale sales are final, sold “as-is,” and exclude cosmetic, battery condition, or software limitation claims.

7. General Provisions & Company Info

7.1 Legal & Financial Terms

All prices are listed in Great British Pounds (GBP) or Euros (EUR), as displayed at the time of purchase.
Orders are deemed accepted upon invoice issuance and dispatch confirmation.
Items sold under the VAT Margin Scheme are not eligible for VAT breakdown or VAT reclaim, and no separate VAT amount will be shown on the invoice, regardless of the currency used.
All policies are governed by the laws of England and Wales, with exclusive jurisdiction of English courts.

Fliphand may update or amend this policy at any time without prior notice
Items purchased from third-party retailers or resellers are not eligible for return
Fliphand reserves the right to refuse returns, cancel orders, or restrict accounts in cases of suspected return abuse or fraud
In the event of a dispute, Fliphand’s decision shall be final

7.2 Company Information

Company Name: KENNEXX COMPANY LIMITED
Registered Address: 128 City Road, Londo, EC1V 2NX
Phone: +44 7754371962
Email: support@fliphand.com
Customer Service Hours: 09:00 – 18:00

Important Notice:
This address is not a return address.
Please contact our customer support team before sending any items back for return or repair.

7.3 Definitions

“We”, “us”, “our” refer to Fliphand
“You” refers to the buyer
“Goods” refers to purchased products or services
“Order” refers to a confirmed purchase

Order special instructions

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