Unless otherwise stated below, you may request a return within 30 days of the delivery date indicated by the carrier (the "Return Period").

To be eligible for a return, the product must:

• be returned in the same condition as received (normal trial wear allowed), without additional damage;
  
• include all accessories and items included at purchase (e.g., cable/charger if included, box, inserts, documentation);
  
• for devices (iPhone/Samsung/iPad, etc.): be reset, disconnected from all accounts (iCloud/Find My iPhone, Google/FRP, MDM/corporate management) and without activation lock;
  
• match the same IMEI/serial number as the one delivered (we record these identifiers upon delivery).
  

Important: Back up your data before a return. We are not responsible for any data loss.

Unless required by law or if the product is defective:

• accessories (tempered glass, case, cable, charger, etc.) that have been opened or used may be non-returnable for hygiene/usage and resale reasons;
  
• products marked as final sale / clearance (if clearly mentioned before purchase) may be excluded;
  
• any product showing signs of misuse (drop, impact, crack, bending, liquid damage, overheating, unauthorized repair attempt, modifications) may be refused.

• "Change of mind" return (30-day satisfaction): return shipping costs are generally at the customer's expense, unless otherwise indicated (e.g., "free return" promotion).
  
• Error on our part / defective product upon arrival (DOA): we provide an appropriate solution which may include a prepaid return label.

• Email us at contact@phonio.ca with:
  
  order number,
  
  concerned product,
  
  reason for return,
  
  photos/video if there is a problem.
  

1. We will provide you with return instructions and, if applicable, a Return Merchandise Authorization (RMA).
   
2. Once approved, the product must be delivered according to the instructions provided.
   

Any package returned without authorization may be refused or subject to processing delays.

Upon receipt, we inspect the product (IMEI/serial number, condition, locks, damage, accessories).

If the product does not meet the requirements, we may:

• refuse the return and reship the product back to you (fees may apply), or
  
• offer a reasonable adjustment if depreciation is noted.

If the return is accepted:

• the refund is issued to the original payment method (unless technically impossible);
  
• the refund is processed after inspection, generally within 5 to 10 business days;
  
• original delivery fees may not be refunded (except in the case of our error or legal obligation).

Quebec law provides specific rules for contracts concluded at a distance (online shopping) and cancellation rights in certain situations, notably if the goods are not received within the timeframes prescribed by law.

Furthermore, a return policy for non-defective goods is not mandatory, but if a merchant offers one, they must comply with their own rules.

Step 1 — Contact us before any delivery

Send us an email at contact@phonio.ca indicating:

• your order number;
  
• the reason for the return;
  
• and, if applicable, photos/videos of the problem.
  

Step 2 — Wait for authorization and instructions (RMA)

Please wait for our confirmation and return instructions before proceeding with delivery.

Any package returned without authorization may be refused or result in processing delays.

Step 3 — Reset the device (mandatory)

Before delivery the device, you must completely reset it and remove any locks (e.g., iCloud/Find My, Google/FRP, MDM).

iPhone (Apple)

1. Disable “Find My iPhone”

Settings → [Your Name] → Find My → Find My iPhone → Turn Off

2. Erase All Content and Settings

Settings → General → Transfer or Reset iPhone → Erase All Content and Settings

Other brands (Android)

Settings → General Management (or System) → Reset → Factory Data Reset

Important:

The refund may be delayed or cancelled if the device is not completely reset or if it remains locked (iCloud/Google/MDM). In this case, we will contact you to try to find a solution.

If the device must be returned to you because it is locked or non-compliant, all return shipping costs will be at your expense.

Step 4 — Packaging and return shipping

• Place the device back in the box received at delivery (if applicable).
  
• Pack the device securely to avoid any damage during transport.
  
• We strongly recommend using the original packaging received at delivery for better protection.
  

Important note:

If the device is damaged during transport due to inadequate packaging, we will not be able to proceed with an exchange or refund.