Refund policy
Refund & Return Policy
We accept returns for 30 days from the date your order is delivered.
Items must be unopened
Returns are only accepted on unopened items in their original sealed packaging. Once the box has been opened, the item is no longer eligible for return. Please check that you have ordered the correct connector type and colour before opening your package.
Return shipping
Return shipping is paid by the customer. We do not provide prepaid return labels. We recommend using a tracked service — we cannot issue a refund for a return that does not reach us.
Restocking fee
A restocking fee of $3.50 per physical item is deducted from every approved refund. This covers inspection and repackaging. Services such as Shipping Protection are not physical items and carry no restocking fee, but they are non-refundable once the order has shipped.
What you get back
Your refund is the price you paid for the returned items, minus the $3.50 per-item restocking fee. Original shipping charges are not refunded. For example, on a single returned handset bought at $29.99 with free shipping, the refund is $26.49.
How to start a return
Email support@throwbackphone.com within 30 days of delivery with your order number and the reason for the return. We will reply within 24 hours with the return address and instructions.
Do not send anything back before contacting us. Returns received without prior authorisation cannot be identified or processed, and cannot be refunded.
Faulty, damaged or incorrect items
The conditions above do not apply if we got it wrong. If your item arrives damaged, does not work, or is not what you ordered, contact us within 30 days with your order number and a photo or short video of the problem.
In these cases: no restocking fee, no return shipping cost to you, and the item does not need to be unopened. We will send a replacement or issue a full refund, including original shipping. In most cases you will not need to send the faulty item back.
This does not affect your statutory rights.
Refund timing
Once your return arrives and passes inspection, we issue the refund to your original payment method within 5–10 business days. Your bank may take a few days more to show it.
Cancellations
Orders can be cancelled free of charge at any time before they are dispatched — no restocking fee, no shipping cost. Email us as soon as possible. Once an order has shipped it must be handled as a return.
Exchanges
We do not process direct exchanges. If you ordered the wrong connector type or colour and the item is still sealed, return it under the terms above and place a new order.
Lost or stolen parcels
These are not returns. If your parcel is lost or stolen in transit, see our Shipping Policy — orders with Shipping Protection are replaced free.