1. Overview

At Wrapio, customer satisfaction is our priority. This policy outlines the terms for returns, exchanges, refunds, and warranty claims. This policy complies with the EU Consumer Rights Directive (2011/83/EU) and Portuguese Consumer Protection Law.

• Operator: ECLIPSE SERENO UNIPESSOAL LDA (NIF: 519113837)
• Email: info@wrapio.store
• Website: www.wrapio.shop

2. 14-Day Return Right (Right of Withdrawal)

Customers may request a return within 14 days from the delivery date for online orders or the purchase date in-store.

✔ Eligibility Conditions

To be eligible, the product must:

• Be unused, unactivated, and in brand-new condition.
• Include original packaging, seals, accessories, and manuals.
• Have no scratches, damage, or signs of use.
• Have matching IMEI/serial number with invoice.
• Have no accounts linked (Apple ID / Google / Samsung).

❌ Returns Not Accepted

Returns will be refused if:

• The device has been activated or used.
• Any account is logged in.
• Packaging or accessories are missing.
• The device shows damage, scratches, or tampering.

3. Exchange Policy (14 Days)

Customers may request an exchange within 14 days, under the same conditions as returns. Exchanges are allowed if the product is unused and sealed.

• Higher-value product: Customer pays the difference.
• Lower-value product: Store credit may be issued.

4. Dead-on-Arrival (DOA) / Defective Items

If your device arrives defective, notify us within 48 hours of delivery. Claims without proper evidence may be rejected.

Required Evidence:

• Full unboxing video.
• Visible IMEI.
• Clear demonstration of the defect.
• No signs of misuse or damage.

5. Warranty Policy

• New devices: Manufacturer warranty (typically 24 months).
• Used/refurbished devices: Store warranty (3–12 months depending on product).

Warranty Does NOT Cover: Accidental or physical damage, liquid damage, screen damage, battery wear over time, unauthorized repairs, or software/account locks. All claims require a matching IMEI/serial number and original proof of purchase.

6. Activation Lock Requirement

Before returning or exchanging any device, customers must:

• Remove Apple ID / iCloud.
• Remove Google/Samsung accounts.
• Disable tracking features (Find My iPhone / Find My Device).
• Perform factory reset and remove all passwords.

⚠️ Devices with active locks cannot be accepted.

7. Refund Process

Refunds are processed within 5–14 business days after approval. Refunds are issued to the original payment method.

8. Returns & Shipping (Online Orders)

Customer Responsibilities include the return shipping cost (unless defective/DOA). We recommend using tracked & insured shipping and ensuring safe packaging. We are not responsible for lost shipments or damaged returns during transit.

Return Address:
Wrapio
R. Passos Manuel 126D
1150-260 Lisboa, Portugal

9. Inspection & Verification

All returns and exchanges undergo strict checks, including IMEI validation, serial number matching, account lock verification, tamper seal inspection, and physical condition assessment. Failed inspections will result in return rejection and the item will be sent back to the customer.