✅ EXCHANGE & RETURN POLICY

Company: Manish Kumar
Registered Address: Caracol da Graça nº 2 S/Cave Esq, 2, S/Cave, Esq., 1100-114 Lisboa
NIPC/NIF: 325128880
Email: info@wrapio.store
Website: www.wrapio.shop

1. Overview

At Wrapio, we aim to ensure that every customer is satisfied with their purchase.
This policy outlines the conditions under which returns, exchanges, or refunds may be requested for products purchased online or in-store.

This policy complies with:

EU Consumer Rights Directive (2011/83/EU)
Portuguese consumer law
Klarna & installment payment requirements

2. Return Eligibility (14 Days)

Customers may request a return within 14 days from:

The delivery date (online purchases), or
The date of in-store purchase

However, due to the nature of electronic devices, the following conditions apply:

✔ Accepted for Return:

The device is unused, unactivated, and in brand-new condition
Original packaging is intact
All accessories, manuals, stickers & seals are included
IMEI/serial number matches the invoice

❌ Not Eligible for Return:

The device has been activated (Apple ID/Google/Samsung login detected)
The device shows signs of usage
Packaging or accessories are missing
Physical damage or scratches
Liquid damage
Screens, batteries, or components removed or modified

Once a phone is activated, it is legally considered used, and cannot be returned under “change of mind” rules.

3. Exchange Policy

Customers may request an exchange within 14 days, under the same conditions as above.

✔ Exchanges Allowed:

Product remains unused and sealed
Customer wants a different model or color
IMEI and condition are verified by our team

❌ Exchanges Not Allowed:

Device is activated or logged into any account
Device is damaged or altered
Device has been used

If the product value differs, the customer must pay the difference or will receive store credit where applicable.

4. Dead-on-Arrival (DOA) / Defective Items (48 Hours)

If your device arrives defective or not functioning out of the box, you must notify us within 48 hours of receipt.

We require:

Video proof showing:
✔ Unboxing
✔ IMEI
✔ The defect clearly visible
No signs of damage or misuse

Following review, we will:

✔ Replace the device, or
✔ Repair under warranty, or
✔ Issue a refund

Failure to provide supporting evidence may prevent approval of a DOA claim.

5. Warranty Claims

Warranty terms:

New devices: manufacturer warranty (usually 24 months)
Used/refurbished devices: store warranty (3–12 months depending on model)

Warranty does NOT cover:

Accidental damage
Liquid damage
Screen breaks
Battery degradation
Unauthorized repairs
iCloud/Google account lock issues

IMEI must match the invoice for all warranty claims.

6. Activation Lock Policy (Mandatory for Electronics)

Before returning or exchanging a device, the customer must:

Remove Apple ID / iCloud
Remove Google Account
Remove Samsung Account
Disable Find My iPhone / Find My Device
Reset the device to factory settings
Ensure no passwords remain on the device

If the device is locked, the return/exchange cannot be processed.

7. Refund Process

Refunds are processed within:

✔ 5–14 business days

to the original payment method.

If the purchase was made using an installment provider (e.g., Klarna or Alma):

Refunds follow the installment provider’s procedures
Interest already paid may not be refundable
Refund timing depends on the provider’s internal systems

8. Shipping Returns (Online Orders Only)

Returns must be shipped to:

Company: Manish Kumar
Registered Address: Caracol da Graça nº 2 S/Cave Esq, 2, S/Cave, Esq., 1100-114 Lisboa

Customers are responsible for:

Return shipping costs (unless product is DOA)
Using tracked and insured postage
Ensuring the package arrives safely

We are not responsible for lost or damaged return shipments.

9. Fraud & IMEI Verification

Due to the high value of electronic devices, all returns and exchanges undergo:

IMEI validation
Condition inspection
Account lock checks
Tamper seal verification
Serial number matching

Returns failing verification will be rejected and returned to the customer.

10. Final Notes

We reserve the right to refuse returns or exchanges that do not comply with this policy.
Your statutory rights as a consumer are not affected.

For any questions, contact: info@wrapio.shop