Refund Process Explained
To start a return or refund, email support@drrefix.com with your order number, the phone number on the order, and photos of the item. We will issue you an RMA number; packages sent back without an RMA number written on the outside are refused. Returns are accepted within 30 days of delivery. The item must be complete, undamaged, in its original packaging, and all accounts must be removed: Find My iPhone / iCloud, Google or Samsung account, and any MDM profile. A device that arrives locked cannot be inspected and will be shipped back to you at your cost.
Return shipping is paid by the customer, except for defective, incorrect, or dead-on-arrival items, for which we provide a prepaid label. Once the returned item arrives and passes inspection, refunds are issued to the original payment method within 5-7 business days. Original shipping fees are non-refundable unless the item was defective or incorrect. Non-defective returns are subject to a 15% restocking fee.
Defective on arrival or damaged in transit: report it within 72 hours of delivery with photos and we cover the return shipping in full.
Shipping Protection and lost or damaged packages
Once an order leaves our facility the package is in the carrier’s custody. What we are able to do for you depends on whether Shipping Protection was added to the order at checkout.
With Shipping Protection (optional, 2.5% of the product value, selected at checkout): if your package is lost, stolen, or damaged in transit, we replace the item or refund it in full. Report it to support@drrefix.com within 7 days of the last carrier tracking update, including your order number and photos if the item arrived damaged. Coverage ends once the carrier marks the package as delivered.
Without Shipping Protection: DR. REFIX is not responsible for packages that are lost, stolen, or damaged after dispatch. The claim must be filed by you directly with the carrier, and any compensation is decided by the carrier under its own terms. We will provide the tracking number, the shipping receipt, and the declared value so that you can file the claim, but we cannot issue a refund or a replacement.
Shipping Protection is optional and must be selected at checkout before the order is placed. It cannot be added once the order has been dispatched, and the Shipping Protection fee itself is non-refundable after the order ships.
Order Cancellation Policy
At DR. REFIX, we understand that circumstances may change, and you might need to cancel your order. Orders can be canceled free of charge within 24 hours of purchase, as long as they have not been dispatched. Email support@drrefix.com or call +1 909 471 4728 with your order number and the phone number on the order.
Once an order has been dispatched it can no longer be canceled. You may refuse delivery or use our return process within 30 days of delivery; in both cases the 15% restocking fee and the original shipping cost are deducted from the refund.
A valid phone number is mandatory on every order. We use it to confirm the order, verify payment, and coordinate delivery. Orders placed without a reachable phone number may be held, and if we cannot reach you within 5 business days the order is canceled and refunded.
Cancellation Terms and Conditions
Orders can be canceled within 24 hours of purchase without any charge, provided they have not shipped. After 24 hours and before dispatch, a cancellation request can still be made but a 5% processing fee may apply, covering payment-processor charges that are not returned to us. If the order has already been dispatched, follow the return process above; the 15% restocking fee applies.
Refunds for canceled orders are issued to the original payment method within 5-7 business days of approval. Depending on your bank, the credit may take up to one additional billing cycle to appear on your statement.
Not returnable: final-sale and clearance items, opened accessories, custom and wholesale orders, and any device with a cracked screen, liquid damage, tampered seals, or an IMEI that was blacklisted or carrier-locked after delivery.
How to Cancel Your Order
To initiate a cancellation, email support@drrefix.com with your order number, the phone number used on the order, and the reason for cancellation. You can also call +1 909 471 4728 during business hours. Our team will confirm the cancellation in writing by email, and the cancellation is only effective once you receive that confirmation. Requests sent by social media or live chat are not considered official.
Common Questions About Returns, Refunds, and Cancellations
We have compiled a list of frequently asked questions to help you understand our policies better. If your question is not listed, feel free to contact us for more information.
What is the return policy at DR. REFIX?
We accept returns within 30 days of delivery. The item must be complete, undamaged, and in its original packaging, with Find My iPhone / iCloud and any other account removed. Email support@drrefix.com with your order number and phone number to get an RMA number before shipping anything back. Non-defective returns carry a 15% restocking fee and the customer pays return shipping.
How long does it take to process a refund?
Refunds are issued to the original payment method within 5-7 business days after the returned item arrives and passes inspection. Your bank may take up to one additional billing cycle to post the credit to your statement.
Can I exchange my product instead of returning it?
Yes, if the replacement is in stock. Exchanges follow the same 30-day window and the same condition requirements as returns. If the original item was defective or incorrect, we cover shipping both ways and no restocking fee applies. Contact support@drrefix.com to arrange it.
Are there any fees for canceling an order?
No fee if you cancel within 24 hours and the order has not shipped. After 24 hours but before dispatch, a 5% processing fee may apply. After dispatch, the 15% restocking fee plus the original shipping cost are deducted from the refund.
How do I track my return status?
Once your RMA number is issued you will receive return instructions by email. Track the package with the carrier tracking number on your return label, and email support@drrefix.com with your order number if the status has not updated after 5 business days.
What should I do if I receive a defective product?
Contact us within 72 hours of delivery with your order number, your phone number, and photos or a short video of the problem. We will send a prepaid return label and, once the item arrives, replace it or refund it in full including shipping. No restocking fee applies to defective or incorrect items.
Is a phone number required on my order?
Yes. A valid, reachable phone number is mandatory on every order. We use it to confirm the order, verify the payment, coordinate delivery, and resolve any return. Orders placed without a working phone number may be held; if we cannot reach you within 5 business days the order is canceled and refunded.
Do I have to remove my iCloud or Google account before returning a device?
Yes. Turn off Find My iPhone, sign out of iCloud, and remove any Google, Samsung, or MDM profile before shipping the device back. A locked device cannot be inspected or resold and will be sent back to you at your cost, and the 30-day window does not restart.
What items are not returnable?
Final-sale and clearance items, opened accessories, custom and wholesale orders, and any device with a cracked screen, liquid damage, tampered seals, or an IMEI that was blacklisted or carrier-locked after delivery.