At Right Move Information and Communication Services Company (PHONEX), we are dedicated to ensuring our customers’ satisfaction. If you are not fully satisfied with a purchase, we offer a comprehensive return and exchange service within fifteen (15) days from the date of purchase. Please review the terms and conditions carefully, as detailed below.

1. Return & Exchange Request Process

For Products Purchased In-Store:

• Customers who purchased products from a physical Phonex location can visit any Phonex store within Bahrain to initiate a return or exchange.

For Online Purchases (www.phonexbh.com):

• For orders placed online, you can either visit a Phonex store, call our Customer Helpline at 17001120, or email us at support@www.phonexbh.com for support. A representative will guide you through the return process.

For Marketplace Products:

• Products bought from our Marketplace have their own terms as per the Marketplace Return and Exchange Policy. Ensure to review the Marketplace policy for details on eligibility, processes, and conditions, as it may differ from Phonex store policy.

2. Eligibility Requirements for Returns or Exchanges

To qualify for a return or exchange, products must meet specific criteria:

• Original Documentation: Returns and exchanges must be accompanied by the original Sales Invoice.
• Product Condition: All items must be in unused, unopened condition. This includes intact original packaging, all internal packaging materials, accessories, manuals, registration cards, any bundled items, promotional vouchers, and all original components.

Examples of Non-Eligible Conditions:

• Damaged, scratched, or visibly used items are not eligible.
• Items missing any original packaging, tags, or components, or that show signs of tampering or misuse, cannot be returned.

3. Exclusions from Return & Exchange Policy

Certain product categories and conditions do not qualify for returns or exchanges:

• Incomplete Packaging or Physical Damage: If items have been damaged, scratched, or the packaging is incomplete, they are non-returnable.

• Categories with Specific Conditions: The following items are only returnable if unopened and untampered:

  • Laptops, tablets, printers, and mobile phones.
  • Magazines, books, DVDs, and CDs.
  • Digital cameras, camcorders, headsets, and wearable technology.

• Custom or Personalized Products: This includes items such as:

  • Customized or special-order products.
  • Cut cables or wires.
  • Apparel, personal care items, and hygiene products.

• Digital Products and Activation Codes: Any item with a redeemed or scratched activation code is ineligible for return or exchange.

• Locked or Secured Devices: Products with active security locks (e.g., Find My iPhone, Find My Mobile) are non-returnable unless the lock is removed by the user prior to return.

• VAT-Refunded Products: Any product for which VAT has been refunded is not eligible for return.

4. Restocking Fee for Opened Packages with Minor Soiling

For items with minor soiling on the packaging or items that are opened but remain unused, a restocking fee of 15% or more of the original product price may apply. This fee covers handling and reconditioning costs and will vary depending on the product type.

• Large Appliances and Panels: Major and medium home appliances, as well as large audio or video products, are subject to restocking fees based on an inspection report by an authorized service partner to confirm eligibility.

5. Returns & Exchanges for Major Appliances and Large Electronics

Large home appliances (e.g., washing machines, refrigerators, TVs) and oversized electronics require additional verification:

• Service Center Inspection: These items require a report from the manufacturer’s authorized service center to confirm eligibility for return.
• Approval Process: Only after the service center’s report will the product be eligible for return or exchange, subject to terms and conditions.

6. Dead on Arrival (DOA) or Non-Functional Products

If a product is Dead on Arrival (DOA) or fails to operate per the manufacturer’s manual, it may qualify for return or exchange, contingent upon the following:

• Verification Process: Our team or an authorized service center technician must verify and confirm the product’s issue.
• Processing Timeline: Please allow up to four business days for a complete investigation. Returns or exchanges will proceed only once verification is confirmed via a technical report.

7. Data Privacy and Customer Responsibility

Customers should remove all personal data from returned devices. Phonex is not responsible for transferring or recovering data on devices submitted for return or exchange, nor for any loss of data.

8. Refunds & Payment Method Requirements

Refunds for Credit/Debit Card Payments:

• Refunds will only be processed back to the original payment method used at the time of purchase.

Gift Cards and Points Purchases:

• Purchases made with gift cards, loyalty points, or other incentives will be refunded in the form of a Phonex gift card.

9. Service Fees and Non-Refundable Charges

Fees associated with services (e.g., delivery and installation) are non-refundable once completed and confirmed by the customer.

10. Product Inspection at Delivery

Customers are strongly encouraged to inspect products upon delivery. Please verify there is no visible damage before signing the Proof of Delivery (POD). Claims of damage or missing items after signing the POD are not eligible for return or exchange under warranty.

11. Extended Warranty & Protection Plans

Extended warranty or protection plans (e.g., damage protection) are refundable if the product is returned during the original manufacturer warranty period.

12. Final Decision by Store Management

Decisions regarding returns, exchanges, and eligibility will be governed strictly according to this policy. In case of disputes, the Phonex store management’s decision is considered final.

13. In-Store Product Inspection Policy

Customers are advised to carefully check their products prior to leaving the store. Phonex does not assume responsibility for any missing parts, physical damages, or issues reported after the customer exits the premises.