Refund policy

1. OVERVIEW

At Phone Vault, we are committed to ensuring you are satisfied with your purchase. As we deal in mobile phone accessories and power banks, we have established a fair and transparent exchange policy to address any genuine product issues. Please read this policy carefully before making a purchase.

Please note: Phone Vault does not offer monetary refunds under any circumstances. All eligible claims are handled through product exchange only.

2. EXCHANGE ELIGIBILITY

An exchange request will only be considered under the following conditions:

  • Manufacturing Defect: The product received has a verifiable defect caused during manufacturing that affects its functionality or usability.
  • Wrong Item Delivered: The product delivered does not match what was ordered (wrong model, wrong variant, or wrong product entirely).

Exchanges will not be entertained for:

  • Change of mind or personal preference.
  • Damage caused by misuse, mishandling, or improper installation by the customer.
  • Minor cosmetic differences (e.g., slight color variation) that do not affect product functionality.
  • Products without original packaging, accessories, or proof of purchase.
  • Any claim raised after the exchange window has expired.

3. EXCHANGE WINDOW

All exchange requests must be raised within 3 days of the delivery date. Claims submitted after this period will not be accepted, regardless of the reason.

We strongly recommend inspecting your order thoroughly upon delivery.

4. HOW TO REQUEST AN EXCHANGE

To initiate an exchange, please follow these steps:

  1. Contact Phone Vault via the Contact Us section on www.phonevault.pk within 3 days of receiving your order.
  2. Provide your order number, a clear description of the issue, and supporting photos or videos of the defective or incorrect item.
  3. Our team will review your request within 2–3 business days and inform you of the outcome.
  4. If your request is approved, you will receive instructions on how to return the item.

5. RETURN DELIVERY CHARGES

The cost of returning the item to Phone Vault is to be borne by the customer. Phone Vault will cover the delivery charges for sending the exchanged item back to you, provided the claim is approved.

We recommend using a reliable courier service with tracking to ensure safe return of the product. Phone Vault is not responsible for items lost or damaged in transit during the return process.

6. EXCHANGE CONDITIONS

For an exchange to be processed, the returned item must meet all of the following requirements:

  • Item must be in its original condition, unused, and unaltered.
  • Item must be returned in its original packaging along with all included accessories, manuals, or tags.
  • A copy of the original order confirmation or receipt must be included.

Failure to meet any of the above conditions may result in the exchange request being declined.

7. NON-RETURNABLE ITEMS

The following items are strictly non-exchangeable:

  • Items damaged due to customer misuse or physical impact.
  • Items with broken seals (unless defective upon opening).
  • Items purchased during clearance or final sale promotions (unless wrong item was delivered).