Help
Frequently asked questions
Everything you need to know about buying from BSM PHONES. Can't find your answer? Our team is one message away.
Ordering & payment
Do I need an account to order?
No. Guest checkout is always available. You can create a free account if you want to see your orders and reorder faster, but it is never required.
How can I pay?
All orders are paid in advance. You can pay by card (Visa or Mastercard), Apple Pay or Google Pay through our secure checkout, or by bank transfer.
How does payment by bank transfer work?
Choose bank transfer at checkout and transfer the order total to the BSM Trading LLC bank account shown. Then upload a screenshot of your transfer receipt on the website, or send it to us on WhatsApp with your order number. We process your order once the payment is confirmed.
Do you offer cash on delivery?
No. Cash on delivery is not available. Every order is paid in advance by card, Apple Pay, Google Pay or bank transfer.
Do prices include VAT?
Yes. Product prices include VAT. Checkout shows the VAT amount included in your total before you pay.
Why does the price change when I choose storage or grade?
The "From" price is the lowest available configuration of a model. The exact price depends on the storage and grade you choose, and updates as you select them.
Delivery
Where do you deliver?
Retail orders are delivered in the United Arab Emirates and Saudi Arabia. Business buyers in other countries can buy through our wholesale service.
How much does delivery cost?
Delivery is free for retail orders in the UAE and Saudi Arabia.
How long does delivery take?
Standard delivery is within 3 days. If the phone you ordered has to be sourced after your order, delivery may take approximately 7 to 10 days.
When do I get a tracking number?
A tracking number is shared after your order has been processed and handed over to the courier (DHL, FedEx, UPS or another suitable courier). There is no tracking number before that point.
Grades & condition
What do the grades mean?
Refurbished Like New has a like-new presentation and battery health of 90% or higher. Grade A is in very good cosmetic condition with normal minor signs possible, and battery health of 85% or higher. Grade B may show visible cosmetic wear, with battery health of 80% or higher.
Are the phones tested?
Yes. Every retail phone is tested and sold with a clear grade, so you know its condition and minimum battery health before you buy.
What is included with the phone?
Every retail phone comes with a BSM PHONES branded box and a compatible charger. The included charger is not an original branded charger. An original charger, a case and a screen protector are available as optional paid add-ons.
Can I buy As-Is / Untested phones?
No, not as a retail customer. As-Is / Untested stock is sold only to wholesale buyers in box lots.
Returns & warranty
What if my phone has a fault?
Report it to us within approximately 3 to 4 days of receiving the phone, with your order number. BSM reviews the issue. If the fault is BSM's responsibility, the return is completely free, with no shipping charge and no deduction.
Can I return a phone if I change my mind?
Yes, within a maximum of 7 days. The refund for a change-of-mind return is subject to a 10% deduction of the phone price. This is separate from a fault caused by BSM, where no deduction applies.
Is cosmetic wear a fault?
Not automatically. Cosmetic wear that is already described by the grade you chose is not treated as a functional fault.
How do I start a return or report a fault?
Message us on WhatsApp or send us an email with your order number and a description of the issue. We may ask for photos or a short video so we can review it.
Account
What does an account give me?
An account lets you see your orders and reorder faster. It is optional, and guest checkout is always available.
Can I check my order without an account?
Yes. Use the Track Your Order page with your order details, or message us on WhatsApp with your order number.
Wholesale
Who can buy wholesale?
Retailers, wholesalers and other businesses buying phones in bulk, anywhere in the world. We supply from Dubai.
Do I need a business licence to register?
No. We ask for your full name, shop or business name, country, city or address, WhatsApp number and email. A licence, ID or shop photo is optional supporting evidence.
How long is a wholesale quotation valid?
One day. Quotations are lot-specific, and after one day BSM may re-confirm or revise the price and availability.
Do I need to pay a deposit?
To reserve a quoted lot, a deposit of 20% to 30% is required, agreed for each transaction. Wholesale orders are paid in advance, with bank transfer as the standard method.
Who handles shipping and customs?
You can use your own cargo agent, freight forwarder or courier, or our logistics partners. The buyer is responsible for destination customs, duties, taxes and charges unless a different arrangement is agreed in writing.
What if wholesale stock has a defect?
Report it within 7 days of receiving the stock, with evidence. BSM reviews it and may accept a return or issue credit.