Refund policy
Returns & Refunds
We want you to be happy with your handset. If something is not right, we will make it right.
30-day money-back guarantee
You may return your order within 30 days of delivery for a full refund of the product price. Items must be in unused, resalable condition with all original packaging and accessories included.
Your statutory right of withdrawal (EU and UK customers)
If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, notify us by email at contact@dialbackphones.com before the 14-day period expires. You must return the goods within 14 days of telling us. This right applies in addition to, and does not limit, our 30-day guarantee above.
How to start a return
Email contact@dialbackphones.com with your order number and a short description of the issue. We will reply with return instructions and the correct return address. Please do not send items back before contacting us — returns sent without prior instructions may not be processed.
Return shipping costs
- Faulty, damaged or incorrect item: we cover the return cost, or we send a replacement without asking for the original back.
- Change of mind: you cover the cost of returning the item.
Damaged, faulty or wrong items
Contact us within 30 days of delivery with your order number and a photo of the item. We will arrange a free replacement or a full refund, including any shipping you paid.
Refund processing
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post the funds. Original shipping charges are refunded where required by law, and always where the return is due to our error.
Order cancellations
If your order has not been dispatched yet, email us and we will cancel it and refund you in full. Once an order has left our facility it must be handled as a return.
Exchanges
The fastest way to swap a colour or connector type is to return the original for a refund and place a new order.
Questions
Email contact@dialbackphones.com and we will get back to you within 24 hours on business days.