Return Policy

Last updated: 8 October 2026

We want every customer to feel confident when buying from Smile iPhones. That is why our return policy is built around clarity and fairness: clear timelines, clear conditions, and a real person on the other end of WhatsApp who will help you through the process.

This page explains exactly how our return policy works. If anything is unclear, or if you have a situation that does not quite fit the scenarios below, contact us — we will work with you to find a fair solution.

1. Our Return Commitment

At Smile iPhones, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your device, we are here to help. This policy outlines your rights and our obligations regarding returns, refunds, and exchanges.

Our return policy is designed to give you genuine protection while keeping our business sustainable. We are a small South African reseller — not a large corporation — and every device we ship is hand-inspected before it leaves our hands. This means genuine problems are rare, and when they do occur we resolve them quickly and fairly.

This policy is in addition to, and does not limit, any rights you may have under the Consumer Protection Act, 2008 of South Africa.

2. Return Period

You have 7 days from the date of delivery to request a return or exchange. This applies to all devices sold through our site, whether new or certified pre-owned.

To be eligible for a return, the following conditions must be met:

• The device must be in the same condition as when you received it — no additional scratches, dents, or damage.
• The device must be returned with all original accessories, packaging, and documentation where applicable.
• You must provide proof of purchase — an invoice, WhatsApp order confirmation, or email receipt.
• The device must not have been modified, repaired, or tampered with by any third party.
• Any iCloud or Activation Lock added by you must be removed before returning.

3. Reasons for Return

Different situations have different processes. Find the one that matches your situation below.

3.1 Faulty or Defective Devices

If your device arrives faulty, is not as described, or is dead-on-arrival (DOA), you are entitled to a repair, replacement, or refund. This is covered by our Warranty Returns policy, which you should read for full details on what is and is not covered.

In these cases, we cover the return shipping cost. Contact us immediately upon discovering the fault — do not attempt to repair the device yourself, as this may void the warranty.

3.2 Change of Mind

We understand that sometimes a device may not be what you expected. If you change your mind about a purchase, please contact us within 7 days of receiving the device.

• The device must be unused, unopened, and in its original packaging.
• Return shipping costs are the responsibility of the customer.
• A restocking fee of 10% may apply to cover inspection and handling costs.
• Refunds will be processed within 5–7 business days after inspection.

Change of mind returns are accepted at our discretion. If the device has been used, we may not be able to accept it — in which case we will explain why and offer an alternative solution if possible.

3.3 Wrong Item Received

If you receive the wrong device, the wrong storage variant, or a different colour than what you ordered:

• Contact us immediately upon receiving the item — ideally within 24 hours.
• We will arrange for the correct device to be sent to you.
• We will cover the return shipping costs for the incorrect item.
• We will keep you updated on the delivery of the correct item throughout the process.

4. What Cannot Be Returned

Certain items and situations are excluded from our return policy. These exclusions are standard in the industry and are designed to prevent misuse.

5. How to Return an Item

To initiate a return, follow these steps:

1. Contact us within the return window. Use WhatsApp, phone, or our contact form. Include your name, order reference, and the reason for the return.
2. Provide the device details. Include the IMEI or serial number from the device itself or the original order confirmation. This helps us identify your exact unit.
3. Send photos. If the device is faulty or damaged, include clear photos of the issue, the packaging, and any relevant evidence. For wrong-item returns, photograph the item you received so we can confirm.
4. Wait for approval. We will review your request within 24 hours and send you return instructions, including the shipping address and the courier method to use.
5. Package the device securely. Use a padded box with sufficient protection. Damage caused during return shipping due to inadequate packaging may affect your refund.
6. Ship the device. Use a trackable courier service. Keep the tracking number until we confirm receipt of the device.

6. Refund Processing

Once we receive and inspect your returned device:

• We will notify you of the approval or rejection of your refund within 2 business days of receiving the device.
• If approved, your refund will be processed within 5–7 business days.
• Refunds are issued via the original payment method — typically EFT or direct deposit.
• For non-warranty returns, the original delivery fee is not refunded.
• For change-of-mind returns, the 10% restocking fee is deducted from the refund amount.

7. Exchanges

If you prefer to exchange your device for a different model, storage variant, or colour:

• Contact us first to check availability of the desired device.
• Return shipping costs for exchanges are the customer's responsibility unless the original item was faulty or incorrect.
• If the exchange device is of higher value, the price difference will be charged before shipping.
• If the exchange device is of lower value, the difference will be refunded along with the confirmation of the exchange.
• Exchanges are subject to the same 7-day window as returns.

8. Damaged in Transit

If your device arrives visibly damaged due to courier mishandling:

• Notify us within 24–48 hours of delivery.
• Provide photos of the packaging as it arrived, and of the device damage itself.
• We will log a claim with the courier and arrange a replacement or refund.
• Do not attempt to use or repair the device — this may void the courier claim.

9. Customer Responsibilities

To ensure a smooth return process, please take care of the following:

• Back up your data before returning a device. We are not responsible for lost data, photos, messages, or apps.
• Remove any screen protectors, cases, or accessories that were not part of the original order.
• Erase the device using Apple's "Erase All Content and Settings" feature before shipping it back.
• Turn off Find My iPhone and remove the device from your iCloud account — this is essential. A locked device cannot be processed.
• Sign out of your Apple ID and any other accounts before returning.
• Use secure packaging to prevent damage during return shipping.
• Keep your tracking number until we confirm the device has arrived at our end.

10. Frequently Asked Questions

What if I change my mind after the 7-day window?

After 7 days, our Warranty Returns policy applies instead. That covers genuine hardware faults for 90 days, but does not cover change of mind.

Who pays the return shipping cost?

For faulty or incorrect items, we cover the return shipping. For change-of-mind returns and exchanges, the customer covers return shipping. We will always tell you clearly before you ship anything.

Can I return an item in person?

If you are in Gauteng or the Western Cape and want to return a device in person by appointment, contact us first. We can sometimes arrange a drop-off to save you shipping costs and time.

What happens if the device is not in the condition I sent it?

If a returned device arrives in worse condition than when it left us — due to inadequate packaging, damage in transit back to us, or use by the customer — we may reduce the refund amount accordingly. We will always explain our reasoning and share photos.

Do you accept returns on accessories?

Yes, unopened accessories can be returned within 7 days under the same rules as devices. Opened accessories can only be returned if they are faulty.

How long does it take to get my money back?

Once we approve a refund, it typically takes 5–7 business days to process on our side. Your bank may take an additional 1–3 business days to reflect the credit in your account.

What if I lose my proof of purchase?

Contact us — we keep records of all orders. As long as we can match your details to a transaction in our system, we can usually proceed. Having the IMEI or serial number helps enormously.

Can I exchange an iPhone for a different model?

Yes, subject to availability and the conditions in section 7. Contact us first to confirm we have the model you want.

What happens if the courier loses my return shipment?

For returns you ship back to us, please use a tracked courier. If the shipment is lost and you chose an untracked method, we are unfortunately unable to process the refund. If you used a tracked service, we can work with the courier to locate or claim for the parcel.

Do you offer refunds for delivery fees?

For warranty claims where the fault is covered by our policy, we refund the original delivery fee. For change-of-mind returns, the delivery fee is not refunded, and the customer pays return shipping.

11. Contact Us

If you have any questions about our return policy, or need to initiate a return, please contact us. We respond to return enquiries within 24 hours during business days.

You can also use our contact form to send a detailed message with photos attached.

See also our Warranty Returns, Privacy Policy, Terms of Service, and Disclaimer.