Return & Refund Policy

1. Return Authorization

All return requests must be submitted to PayNest for review before any products are shipped back.

A return request should include:

• Order or invoice number
• Product model and quantity
• IMEI or serial number where applicable
• A clear description of the issue
• Photographs or video evidence when requested
• Testing or diagnostic information where applicable

If approved, PayNest will provide return instructions or a return authorization reference.

2. Reporting Period

Shortages, incorrect items, visible damage or material product issues should be reported within the time period stated on the quotation, invoice or order confirmation.

If no period is stated, customers should notify PayNest within three business days of delivery.

Failure to report an issue within the applicable period may result in the return request being denied.

3. Eligible Returns

A return may be considered where:

• The wrong product was supplied
• The quantity received does not match the confirmed order
• A product has a verified undisclosed functional defect
• The product condition materially differs from the written description
• PayNest approves the return in writing

Approval depends on inspection, supporting evidence, the product condition and the specific terms of the transaction.

4. Non-Returnable Items

Unless otherwise agreed in writing, returns may not be accepted for:

• Buyer's remorse or change of mind
• Products damaged after delivery
• Devices altered, opened, repaired or modified by the customer
• Devices with removed, damaged or changed IMEI or serial labels
• Compatibility, carrier or regional issues not confirmed before purchase
• Cosmetic wear consistent with the disclosed grade
• Clearance, liquidation or final-sale inventory
• Special-order products
• Products returned after the approved return period
• Incomplete returns missing accessories, packaging or documentation

5. Device Condition Requirements

Returned products must remain in the same condition in which they were received, except where testing is reasonably required to confirm a reported defect.

Devices must be returned with all included accessories, packaging, labels and documentation where applicable.

Customer accounts, passwords, activation locks and device management controls must be removed before return.

PayNest may reject or reduce the value of a return if the product is incomplete, damaged, locked, altered or inconsistent with the approved return request.

6. Return Shipping

Return shipping responsibility will be confirmed when the return is approved.

Where the return is caused by a confirmed PayNest fulfilment error, PayNest may provide a shipping label or reimburse reasonable approved return shipping costs.

In other cases, return shipping, insurance, packaging and related charges may be the customer's responsibility.

Customers must use a trackable and appropriately insured shipping service. PayNest is not responsible for return shipments lost or damaged before receipt.

7. Inspection Process

All returned products are subject to inspection and testing.

PayNest may verify:

• Product model, quantity and condition
• IMEI and serial numbers
• Functional performance
• Activation or account locks
• Signs of physical, liquid or customer-caused damage
• Whether the reported issue matches the returned product

Inspection time may vary depending on the number of devices and the nature of the reported issue.

8. Refunds, Replacements and Credits

After inspection, PayNest may approve one of the following remedies:

• Replacement products
• Account credit
• Partial refund
• Full refund for the approved affected products
• Return of the products to the customer if the claim is rejected

Refunds are normally issued to the original payment method unless another arrangement is agreed in writing.

Original shipping charges, bank fees, customs fees and third-party costs may be non-refundable unless the return resulted from a confirmed PayNest error.

9. Shipping Damage and Missing Items

Visible carton damage, tampering, missing packages or shipping-related loss should be reported immediately after delivery.

Customers should keep all cartons, labels and packing materials while the issue is investigated.

PayNest may require photographs, delivery records, carrier documents and a signed statement before submitting or processing a shipping claim.

10. Payment Disputes and Chargebacks

Customers should contact PayNest before starting a payment dispute or chargeback so that the issue can be reviewed and resolved directly where possible.

Filing a chargeback does not replace the return authorization and inspection requirements in this policy.

PayNest may provide invoices, shipping records, communications, product details and delivery evidence to the payment provider during a dispute.

11. Contact

To request a return or ask questions about this policy, contact: