Warranty, Refund and Return Policy - HK Refurbished Stock

Effective Date: January 15, 2025

Last Updated: January 15, 2025

Overview

At HK Refurbished Stock, we understand that in the competitive world of wholesale electronics, trust and reliability are the foundations of successful business relationships. This comprehensive return policy has been crafted to provide our wholesale partners with clear, actionable guidelines while protecting both parties’ interests in our mutually beneficial business arrangements.

Our return policy reflects the reality of the refurbished electronics market: quality expectations must align with pricing realities, and successful partnerships require understanding the inherent characteristics of renewed devices. We have designed this policy to be more comprehensive and customer-focused than our competitors while maintaining the operational efficiency necessary to serve our global client base effectively.

Scope and Applicability

This Return Policy applies exclusively to all purchases made through HK Refurbished Stock’s official channels, including our website at hk-refurbished-stock.com, direct sales communications, and authorized trade show transactions. The policy governs the purchase and sale of all our Grade A+++ renewed smartphones and electronic devices.

This policy supersedes all previous return policies and may be updated at our sole discretion to reflect changing market conditions, operational improvements, or regulatory requirements. Any changes will be communicated to existing clients and will be effective immediately upon publication on our website. Continued business with HK Refurbished Stock after policy updates constitutes acceptance of the revised terms.

Product Quality Standards and Expectations

Grade A+++ Renewed Smartphone Definition

Our Grade A+++ renewed smartphones represent the pinnacle of refurbishment quality in the wholesale market. Each device undergoes a comprehensive renewal process that replaces all customer-facing components with genuine new parts, including the back cover, LCD glass, headphone jack, charging ports, volume buttons, and home buttons. We exclusively use original LCD screens, which distinguishes our products from competitors who may use aftermarket displays.

The result is a smartphone that looks, feels, and performs like a new device while being offered at wholesale prices that enable our partners to achieve profitable margins in their respective markets. This quality standard has been developed over eight years of refurbishment expertise and has made HK Refurbished Stock a recognized leader in the renewed smartphone wholesale industry.

Quality Control and Defect Rates

We maintain rigorous quality control standards throughout our refurbishment process. As with all refurbished electronics, a small percentage of devices may occasionally require warranty service during the coverage period. This reflects the inherent characteristics of renewed electronic devices and is consistent with industry standards.

Understanding these characteristics is important for wholesale partners planning their inventory management and customer service strategies. Partners who align their expectations with industry realities tend to build more sustainable and profitable businesses with our products.

Return Policy Framework

21-Day Comprehensive Return Window

HK Refurbished Stock offers a 21-day return window from the date of delivery, providing our wholesale partners with more time than many competitors to evaluate their purchases and address any concerns. This extended period recognizes that wholesale partners need adequate time to inspect inventory, conduct their own quality assessments, and potentially fulfill initial customer orders.

The 21-day period begins when the shipment is delivered to the address specified in the purchase order, as confirmed by our shipping partners’ delivery confirmation systems. Weekend days and holidays are included in this calculation, emphasizing the importance of prompt inspection and communication upon receipt.

Restocking Fee Policy: Returns processed under this 21-day window will be subject to restocking fees depending on circumstances, specific models ordered, market conditions, and other factors determined at HK Refurbished Stock’s sole discretion. Restocking fees, when applicable, will be communicated during the return authorization process.

Tiered Return Policy Structure

New Wholesale Partners (First Three Orders)

Recognizing that new business relationships require additional confidence-building measures, we offer enhanced return privileges for new wholesale partners during their first three orders with us. New partners may return up to 100 devices per order for any reason within the 21-day window, provided all return procedures are followed correctly.

This generous policy for new partners reflects our confidence in our product quality and our commitment to building long-term business relationships. We understand that new partners need to evaluate our products against their specific market requirements and customer expectations.

Established Wholesale Partners (Fourth Order and Beyond)

Established partners who have completed three or more orders with us operate under our standard return policy, which covers functional defects and significant cosmetic discrepancies from our Grade A+++ standards. This policy recognizes that experienced partners understand our product quality and have established systems for working with our devices effectively.

Established partners benefit from streamlined return processing, dedicated account management, and priority consideration for partial credit arrangements that can resolve issues without the time and expense of physical returns.

Authorization Requirements

All returns must be pre-authorized through our return authorization system. No returns will be accepted without proper authorization, and unauthorized returns will be refused and returned to the sender at the sender’s expense. This requirement protects both parties by ensuring proper documentation and preventing processing delays.

Return authorization requests must be submitted through our dedicated customer service channels, including direct communication with assigned account managers or through our official support systems. Each return request must include:

Detailed device information including IMEI numbers for all devices being returned
Specific fault descriptions for each device
Supporting documentation when applicable
Original order information and account details

Return Shipping Requirements: All authorized returns must be shipped using trackable shipping methods, and the tracking number must be provided to our customer service team immediately upon shipment. Return shipping costs are the responsibility of the wholesale partner. We recommend using insured shipping for high-value returns to protect against loss or damage during transit.

Critical Defects and Immediate Return Scenarios

Definition of Critical Defects

Critical defects are fundamental functional failures that render a device unsuitable for resale or use. These defects require immediate return authorization and are not subject to normal evaluation periods or quantity limitations. Critical defects include:

Power and Activation Issues: Devices that fail to power on, experience continuous power cycling, or cannot complete the initial activation process represent critical failures that must be addressed immediately.

Security and Lock Issues: Devices with unremoved iCloud locks, Google account locks, carrier locks that were not disclosed, or other security restrictions that prevent normal operation require immediate return processing.

Display and Interface Failures: Devices with non-functional touchscreens, completely black displays, or severe display distortions that prevent normal operation fall under critical defect classification.

Connectivity Failures: Devices that cannot connect to cellular networks, Wi-Fi networks, or Bluetooth devices due to hardware failures represent critical defects requiring immediate attention.

Immediate Return Process for Critical Defects

When critical defects are identified, wholesale partners should contact our customer service team immediately, ideally within 24 hours of discovery. Critical defect returns receive priority processing and expedited RMA authorization, typically within one business day of notification.

Critical defect returns are not subject to quantity limitations or customer tier restrictions. We recognize that these failures represent fundamental product issues that must be resolved quickly to maintain our partners’ business operations and customer relationships.

Standard Return Procedures

Return Authorization Process

The return authorization process begins with contacting your dedicated account manager or our customer service team through official channels. Return requests must include your account information, order details, specific device information (including IMEI numbers for all devices), detailed fault descriptions for each device, and supporting documentation when applicable.

Our customer service team will review each return request against our policy guidelines and product quality standards. Approved returns will receive authorization confirmation with specific instructions for return processing. Authorization validity is limited to ensure timely processing while providing reasonable time for packaging and shipping arrangements.

Packaging and Shipping Requirements

Returned devices must be packaged securely to prevent damage during transit. We recommend using the original packaging when available, or comparable protective packaging that prevents movement and impact damage. Each device should be individually wrapped or separated to prevent scratching or other damage during shipping.

All returns must be shipped to our designated return processing facility in Hong Kong using trackable shipping methods with tracking numbers provided to our customer service team. Return shipping costs are the responsibility of the wholesale partner. When we ship repaired or replacement devices back to customers, shipping costs are covered by HK Refurbished Stock. We recommend using insured shipping for high-value returns to protect against loss or damage during transit.

Device Condition Requirements

Returned devices must be in the same condition as when shipped, with no additional damage, modifications, or alterations. Devices showing evidence of attempted repairs, modifications, or damage beyond normal handling will be subject to additional evaluation and may result in partial credit adjustments or return rejection.

All devices must have security locks removed (iCloud, Google accounts, etc.) before return. Devices returned with active security locks will be held pending lock removal instructions from the returning partner, potentially extending processing times.

Warranty Coverage and Exchange Procedures

Standard 90-Day Warranty

All devices sold by HK Refurbished Stock include a comprehensive 90-day warranty covering functional defects and performance issues that arise during normal use. This warranty period begins on the delivery date and provides coverage for issues that develop after the initial return period expires.

Warranty coverage includes repair or replacement of devices that develop functional problems, battery performance issues, or other defects that affect normal operation, at HK Refurbished Stock’s sole discretion. We do not typically issue credits or refunds for warranty claims – our standard practice is to repair or replace defective units. The warranty does not cover damage from misuse, accidents, liquid exposure, or normal wear and tear that does not affect functionality.

Extended 180-Day Warranty for Volume Partners

Wholesale partners who maintain consistent order volumes of $50,000 or more per quarter qualify for our extended 180-day warranty program. This enhanced coverage recognizes the value of high-volume partnerships and provides additional protection for partners who commit to substantial ongoing business relationships.

Extended warranty qualification is reviewed quarterly based on actual order volumes and payment history. Partners who qualify receive automatic coverage extension on all orders placed during their qualification period, providing enhanced confidence for larger inventory investments.

Warranty Claim Process

Warranty claims follow a streamlined process designed to minimize business disruption for our wholesale partners. Claims can be initiated through direct communication with account managers or through our dedicated warranty support channels. Most warranty issues are resolved through repair or replacement device processing.

For devices requiring physical evaluation, customers are responsible for return shipping costs, while we cover shipping costs for sending repaired or replacement devices back to customers. Warranty repairs and replacements are typically processed within 3-5 business days of receiving returned devices, ensuring quick resolution of customer issues.

Alternative Resolution Options

Partial Credit Arrangements

In extraordinary circumstances and at HK Refurbished Stock’s sole discretion, partial credit arrangements may be considered as an alternative to physical returns. These arrangements are rare exceptions to our standard repair and replacement policy and are evaluated on a case-by-case basis considering the specific circumstances, business relationship history, and operational factors.

When partial credits are approved, amounts are determined based on the specific issues identified, the impact on device functionality, and other relevant factors. These arrangements are exceptional and should not be expected as a standard resolution option.

Repair and Refurbishment Services

For partners who prefer to maintain inventory levels while addressing device issues, we offer repair and refurbishment services through our Shenzhen facility. Devices can be returned for specific repairs and returned to partners, typically at costs significantly lower than replacement values.

This service is particularly valuable for partners who have already committed devices to customers or who prefer to maintain consistent inventory levels. Repair turnaround times typically range from 5-10 business days, depending on the complexity of required work.

Account Credit and Future Order Adjustments

Long-term wholesale partners may choose to resolve return issues through account credits applied to future orders. This approach provides maximum flexibility for partners who maintain regular ordering schedules and prefer to address issues through ongoing business relationships rather than individual transaction adjustments.

Account credits can be structured as percentage discounts on future orders, fixed dollar amounts, or combinations that align with partners’ business planning requirements. These arrangements often provide the most efficient resolution for both parties while strengthening ongoing business relationships.

Geographic and Shipping Considerations

International Shipping

HK Refurbished Stock serves wholesale partners globally, with particular strength in Latin American and European markets. Our international shipping experience ensures reliable delivery to our primary markets worldwide.

Return shipping from international locations requires coordination with our logistics team to ensure proper handling and documentation. We provide guidance on shipping requirements and can assist with logistics coordination to minimize delays and additional costs.

Regional Processing Centers

To better serve our global client base, we maintain relationships with regional processing partners who can handle certain return and warranty functions closer to end markets. This network allows for faster resolution of issues in key markets while maintaining our centralized quality control standards.

Partners in major markets may have access to regional processing options that can significantly reduce return shipping times and costs. These options are communicated to eligible partners based on their location and order volumes.

Financial Terms and Processing

Return Processing Timeframes

Standard returns are processed within 5-7 business days of receipt at our facility, with credits or replacements issued promptly upon completion of evaluation. Critical defect returns receive priority processing and are typically completed within 2-3 business days of receipt.

Processing times may be extended during peak periods or for returns requiring detailed evaluation. Partners are notified of any expected delays and provided with updated timelines to support their business planning requirements.

Resolution Methods

Our standard approach to resolving device issues is through repair or replacement at our discretion. When repairs or replacements are processed, we handle return shipping costs for sending devices back to customers.

For the rare instances where credits are approved, they are issued using the same payment method used for the original purchase whenever possible. For partners who prefer alternative arrangements, we can accommodate account credits, wire transfers, or other mutually agreed payment methods when applicable.

Restocking and Processing Fees

Standard returns are not subject to restocking fees, reflecting our confidence in our product quality and our commitment to partner satisfaction. However, returns that require extensive evaluation, special handling, or that fall outside normal policy parameters may be subject to processing fees to cover additional costs.

Any applicable fees are communicated during the RMA authorization process, ensuring transparency and allowing partners to make informed decisions about return options. We strive to minimize fees while covering legitimate additional costs associated with special circumstances.

Customer Service and Support

Dedicated Account Management

Wholesale partners are assigned dedicated account managers who understand their specific business requirements, market conditions, and historical ordering patterns. These managers serve as primary contacts for return issues and can often resolve problems quickly through their understanding of individual partner needs.

Account managers are empowered to make decisions on return authorizations, partial credits, and alternative arrangements within established guidelines. This authority enables faster resolution of issues and more personalized service than typical customer service structures.

Technical Support and Troubleshooting

Our technical support team provides comprehensive assistance with device issues, helping partners and their customers resolve problems that may not require returns. This support includes remote troubleshooting, software guidance, and technical documentation to maximize device functionality.

Technical support is available through multiple channels, including direct communication with account managers, dedicated support phone lines, and comprehensive online resources. Many issues can be resolved through technical support, avoiding the need for returns while maintaining customer satisfaction.

Escalation Procedures

For complex issues or situations not covered by standard procedures, we maintain clear escalation paths to senior management and specialized teams. Partners can request escalation when standard procedures do not adequately address their specific circumstances or business requirements.

Escalated issues receive priority attention from senior staff who have authority to approve exceptional arrangements or policy modifications when justified by specific circumstances. This flexibility ensures that unique situations can be addressed appropriately while maintaining overall policy integrity.

Policy Exceptions and Special Circumstances

Force Majeure and Extraordinary Circumstances

We recognize that extraordinary circumstances beyond either party’s control may affect normal business operations and return procedures. During such periods, we work with partners to develop modified procedures that address immediate needs while maintaining fairness for all parties.

Force majeure situations may include natural disasters, shipping disruptions, regulatory changes, or other circumstances that prevent normal business operations. Our approach during such periods prioritizes maintaining business relationships and finding practical solutions to immediate challenges.

Large Volume Transactions

Orders exceeding $100,000 may qualify for customized return policies that reflect the specific requirements and risks associated with large volume transactions. These arrangements are negotiated individually and documented in separate agreements that supplement this standard policy.

Large volume partners often require modified procedures for quality control, return processing, and warranty coverage that align with their specific business models and customer commitments. We work closely with these partners to develop appropriate arrangements that support their success while protecting our interests.

Seasonal and Promotional Considerations

During peak selling seasons or special promotional periods, we may implement modified return procedures to accommodate increased volumes and compressed timelines. These modifications are communicated to all affected partners with adequate advance notice to support their planning requirements.

Promotional pricing or special arrangements may include modified return terms that reflect the specific nature of the promotion or the pricing structure involved. All such modifications are clearly communicated and documented to ensure understanding and compliance.

Legal Framework and Dispute Resolution

Governing Law and Jurisdiction

This Return Policy is governed by the laws of Hong Kong Special Administrative Region, reflecting our primary business location and operational base. Any disputes arising from return transactions or policy interpretation will be resolved under Hong Kong law and jurisdiction.

Partners entering into business relationships with HK Refurbished Stock acknowledge and accept Hong Kong jurisdiction for dispute resolution purposes. This framework provides consistency and predictability for all parties while leveraging Hong Kong’s well-established commercial law system.

Limitation of Liability

Our liability for any return-related issues is limited to the original purchase price of the affected devices. We do not accept liability for consequential damages, lost profits, or other indirect costs that may result from device defects or return situations.

This limitation reflects the wholesale nature of our business relationships and the expectation that partners have appropriate business insurance and risk management procedures for their operations. Partners are encouraged to maintain adequate insurance coverage for their business activities.

Dispute Resolution Procedures

We prefer to resolve all disputes through direct communication and negotiation with our wholesale partners. Most issues can be resolved quickly through discussion with account managers or senior staff who understand both parties’ interests and constraints.

For disputes that cannot be resolved through direct negotiation, we utilize mediation services available in Hong Kong to find mutually acceptable solutions. This approach typically provides faster and more cost-effective resolution than formal legal proceedings while preserving business relationships.

Contact Information and Support Channels

Primary Contact Methods

Customer Service Email: info@hk-refurbished-stock.com

WhatsApp Business: +852 5892-1536

Direct Phone: +852 5892-1536

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM Hong Kong Time

Emergency Contact Procedures

For critical defects or urgent return situations requiring immediate attention outside normal business hours, partners can use our emergency contact procedures. These procedures are provided to established partners and ensure rapid response to situations that could significantly impact business operations.

Emergency contacts are reserved for genuinely urgent situations and should not be used for routine return inquiries or non-critical issues. Misuse of emergency procedures may result in restricted access to these services.

Online Resources and Documentation

Comprehensive return information, forms, and tracking tools are available through our partner portal at www.hk-refurbished-stock.com/partners. This resource provides 24/7 access to return status information, policy updates, and self-service tools for routine return activities.

Partners are encouraged to utilize online resources for routine inquiries and to maintain current contact information in our systems to ensure effective communication during return processes.

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