Returning Your Device

Customers may return eligible devices within 30 calendar days of the original purchase date, subject to the terms and conditions outlined in this Return Policy.

If a device arrives damaged due to shipping, handling, or delivery, the customer must notify IMS and submit a return request within 2 calendar days of receiving the device. Failure to report shipping-related damage within this timeframe may result in denial of the claim.

All returned devices must comply with the requirements set forth in this policy and remain eligible for inspection and verification by IMS.

To initiate a return, customers must log into their IMS account and follow these steps:

• Navigate to My Account.
• Select Returns.
• Complete and submit the Return Request Form.
• Provide a detailed description of the issue or reason for the return.
• Upload clear photographs of the device, including any visible damage, defects, shipping damage, or other conditions supporting the return request.

IMS may request additional photographs, videos, documentation, proof of purchase, or other information reasonably required to assess the return request. Failure to provide requested information may result in delays or denial of the return request.

All return requests are subject to review, verification, and approval by IMS. Submission of a return request does not guarantee approval.

Following review, an IMS representative will provide further instructions, which may include troubleshooting procedures, inspection requirements, return shipping instructions, or issuance of a Return Merchandise Authorization ("RMA").

Customers must not return products without authorization from IMS unless otherwise instructed.

IMS reserves the right to approve, deny, or conditionally approve any return request based on the information provided and the results of its inspection.

Prior to returning a device, customers must:

• Remove all personal data from the device;
• Sign out of and remove all Apple ID, Google, Samsung, or other user accounts;
• Disable Find My iPhone, Find My Device, Activation Lock, Factory Reset Protection (FRP), or any similar security features;
• Remove all passwords, PINs, patterns, biometric locks, and account restrictions;
• Restore the device to factory settings where applicable.

Devices returned with active security locks, account restrictions, inaccessible software, or user data may be refused, returned to the customer at the customer's expense, or subject to additional processing delays.

All returns must include the device and any items originally supplied by IMS, including, where applicable:

• Original packaging;
• Product box;
• Charging cables;
• Charging adapters;
• Documentation;
• Accessories;
• SIM ejector tools; and
• Any promotional or bundled items included with the original purchase.

Customers are responsible for ensuring that all items are securely packaged for return shipment.

Failure to return the device with its original packaging, accessories, or included components may result in:

• A reduction in the refund amount;
• Assessment of replacement or restocking charges;
• Partial denial of the return; or
• Refusal of the return where missing items materially affect the value of the product.

Any deductions or charges will be determined by IMS based on the condition, completeness, and resale value of the returned product.

Upon receipt, IMS will inspect and test the returned device to verify the reported issue, assess the device's condition, and determine eligibility under the applicable return or warranty policy.

If approved, IMS may, at its sole discretion:

• Repair the device;
• Replace the device with the same model;
• Replace the device with a comparable model of equal value and condition;
• Issue store credit; or
• Provide a refund where applicable.

IMS reserves the right to reject any return that does not match the condition described in the return request or that fails inspection. Return processing times may vary; however, IMS generally aims to complete inspections and return determinations within 2 to 5 business days following receipt of the returned product.

IMS reserves the right to refuse returns that:

• Are submitted outside the applicable return period;
• Show evidence of misuse, abuse, neglect, liquid damage, unauthorized repairs, or accidental damage occurring after delivery;
• Have been altered, modified, or tampered with;
• Are returned without required components or original included items;
• Cannot be verified due to missing information or insufficient supporting evidence;
• Contain active security locks, account restrictions, or inaccessible software.

Normal wear and tear resulting from customer use may affect eligibility for a full refund.

For returns based solely on customer preference, change of mind, buyer's remorse, or other non-defect-related reasons, accessories must be returned in unused, unopened, and resalable condition to qualify for a refund.

Opened, used, damaged, missing, or non-resalable accessories may not be eligible for refund and may result in deductions from any approved refund amount.

IMS reserves the right to amend, update, interpret, enforce, or modify this Return Policy at any time, to the extent permitted by applicable law.

Nothing in this Return Policy limits, excludes, or restricts any consumer rights that cannot be waived under applicable consumer protection legislation. In the event of a conflict between this policy and applicable law, the requirements of applicable law shall prevail.