Help & Policies
Returns & Warranty
There are two different situations: a functional fault caused by BSM, and a change of mind. They follow separate rules, so please check which one applies to you.
Last updated: 2 October 2026
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Which one applies to you?
Functional fault
A phone function does not work
- Report it within approximately 3 to 4 days of receiving the phone
- BSM reviews the issue to confirm responsibility
- If BSM is responsible: free return, no shipping charge, no deduction
Change of mind
The phone works, but you no longer want it
- Return within a maximum of 7 days
- The refund is subject to a 10% deduction of the phone price
- Separate from the functional fault policy
Functional fault protection
You have approximately 3 to 4 days after receiving your phone to identify and report a problem with how it works.
A functional fault is a genuine problem with a phone function, for example:
- Camera not working properly
- Battery or charging problems
- Speaker or microphone not working properly
- Screen or touch problems
- Face ID or fingerprint not working
- Network or SIM problems
- Another phone function that does not work properly
How to report a fault
- Contact us on WhatsApp or by email within the fault period, with your order number.
- Describe the problem. Where necessary, we may ask for evidence such as photos or a short video so we can review it.
- BSM reviews the issue to determine whether it is BSM's responsibility. The final decision is made after this review, and we confirm the next steps with you.
If the fault is BSM's responsibility
- The return is completely free.
- There is no return or shipping charge to you.
- There is no deduction. The 10% change-of-mind deduction does not apply.
Cosmetic condition and grades
Every retail phone is sold with a clear grade: Refurbished Like New, Grade A or Grade B. Cosmetic wear that is already described by the grade you chose, such as normal minor signs on Grade A or visible wear on Grade B, is not automatically treated as a functional fault.
Each grade also has a minimum battery health: 90% or higher for Refurbished Like New, 85% or higher for Grade A and 80% or higher for Grade B.
Change-of-mind returns
If your phone works as described but you change your mind, you can return it within a maximum of 7 days.
The refund for a change-of-mind return is subject to a deduction of 10% of the phone price. This deduction only applies to change-of-mind returns. It never applies when BSM has caused a functional fault.
To start a change-of-mind return, contact us on WhatsApp or by email with your order number, and we will confirm the return with you.
Wholesale orders
Wholesale orders follow different rules from retail. Wholesale buyers have 7 days after receiving the stock to report defects. BSM reviews the evidence and may accept a return or issue credit. The retail change-of-mind return and the 10% deduction do not apply to wholesale orders.
Full details are in our Wholesale Terms.