Refund policy

1. The "Quality Assurance" Period

We provide a 7-day inspection window starting from the day you receive your device. During these 7 days, we encourage you to test all functions (camera, speakers, charging, etc.).

Defective Units: If the device has a functional fault that was not disclosed at the time of sale, we will first attempt to repair the unit. If repair is not possible, we will exchange it for a device of the same model and condition.

Refunds: A full refund will only be issued if a repair is not feasible and a replacement is out of stock.

2. Condition of Returns

To be eligible for a return or exchange, the device must be in the exact condition in which it was received:

No Physical Damage: No new scratches, dents, or cracks.

Original Accessories: Must include the free charging cable and earphones provided.

Security Accounts: The device must be wiped of all passcodes and iCloud/Find My iPhone accounts. We cannot process a return for a device that is locked.

3. Exclusions (Non-Refundable Situations)

We do not offer refunds or exchanges for the following:

Change of Mind: We do not offer refunds if you decide you no longer want the phone, prefer a different color, or found it cheaper elsewhere. All sales are final once the 7-day inspection window passes.

Hardware Damage: Any damage caused by drops, pressure, or accidental impact.

Water Damage: While some iPhones have water resistance ratings, we do not guarantee water resistance on pre-owned/CPO units. Any signs of liquid ingress will void the return policy.

Third-Party Software/Jailbreaking: Any modification to the iOS software voids the policy.

4. The Refund Process

If a refund is approved by our technical team:

The device must be couriered back to our Cape Town office at the buyer’s expense.

Once the device is inspected and the fault is confirmed, the refund will be processed via EFT.

Please allow 5–7 business days for the funds to reflect in your account.

5. "Sealed" vs "CPO" Returns

Sealed Units: If a sealed unit is opened, it immediately loses "New/Sealed" value. If a sealed unit is returned for a non-functional reason, a 20% restocking fee will apply.

CPO Units: Standard return rules apply.

6. LAY-BY CANCELLATIONS:

Please note that all Lay-by agreements initiated via Lay-Up are subject to a 15% cancellation fee calculated on the total purchase price of the device. This fee is non-negotiable and covers the cost of holding inventory and administrative overheads. By selecting the Lay-Up payment option at checkout, you expressly agree to these terms. All refunds are subject to Lay-Up’s standard terms and conditions.