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Shipments and returns

Returns Policy

At KBS s.a.r.l we have every confidence that you will be delighted with your purchase. However, in the event that you wish to return any goods purchased, then please follow the applicable policy detailed below.


Faulty Goods – within 7 days

If your goods are faulty on arrival, you have 7 calendar days in which to inform us of the fault (please note that for our business customers, this is 7 calendar days). First complete our KBS s.a.r.l Online Returns Form and then  return the faulty product back to KBS s.a.r.l. Please include the reference number provided as well or enclose a printed copy of the completed online returns form to ensure your return is processed without delay. Check that all returns are securely wrapped and packaged as we cannot be held responsible for any items that have been damaged in transit.

Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you ( In certain circumstances, faults will need to be diagnosed by the manufacturers of the item before a replacement can be issued - i.e. memory card reading faults, handset not powering up etc.).  In this instance you will be liable for the return carriage.


Unwanted Goods – within 3 days

You can return unwanted goods within 3 calendar days of delivery and we will refund you the price paid for the goods. You will need to pay for return postage cost, therefore we recommend using a posting service that provides proof of delivery and has compensation insurance for lost or damaged goods as returns are NOT our responsibility until they arrive back to us.

To return goods,  complete our KBS s.a.r.l Online Returns Form and post your return back to KBS s.a.r.l. Include the reference number provided as well or enclose a printed copy of the completed online returns form to ensure your return is processed without delay. Check that all returns are securely wrapped and packaged as we cannot be held responsible for any items that have been damaged in transit.
If you return a product to us that is not received in a brand new condition we reserve the right to return the product to you, or charge you a re-stocking fee*.

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened. This is applicable to product software, all types of replacement batteries, Memory, Media Cards or similar products. Wireless or Wired Headsets are also excluded where evidence of in-ear use has been identified; this is due to reasons of hygiene.

 
Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 5 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*. 

Any return that is not accompanied with the returns form or returns reference number will be held by KBS s.a.r.l for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.


*These terms do not affect your statutory rights. 


Manufacturers Warranty

Outside of the 7 day faulty return period, returned items can not be accepted, unless covered by manufacturer’s warranty. Items returned to us will be forwarded to the manufacturer for repair or replacement.

For repairs/replacements under manufacturers warranty for any item except Sim free, pay as you go or contract please complete our online returns form and return the faulty product to KBS s.a.r.l. Please include the reference number provided to ensure your return is processed without delay.

For repairs/replacements under manufacturers warranty for Sim free, pay as you go or contract, see Mobile Phone repair section below.

Please note that warranty claims beyond 7 days for SIM-free handsets are resolved in the most prompt manner through your local repair centre. Please call us for manufacturer repair centre details.


General Handset Return Conditions

All returns should be in as new condition with screen and keypad protective film intact (where applicable).The handset must be returned packaged in the original undamaged box including the box inners as well as the phones accessories and literature that came with the phone KBS s.a.r.l cannot be held responsible for any numbers or data lost.Your return will be rendered void or will attract an administrative charge as detailed in the charges section below if:

  • Changes to manufacturers settings have been made
  • Deleting pre-installed manufacturers content such as games
  • Evidence of the phone being opened or attempts to tamper with fixing screws/clips
  • The phone or memory card contains personal data such as photos, contacts or any other downloaded content such as ringtones, games etc.
  • The phone is protected by the non default pin code
  • Seal of included licensed software has been opened

Charges
The following handling charges are applicable in instances where:

Removal of personal data

$25.00

Cosmetic damaged handsets (i.e. scuffs, minor scratches etc.)

$50.00

Damaged/missing handset box

$50.00

Missing handset manual

$14.50

Missing manufacturers/personal hands free kit

$19.50

Missing leather case, in-car charger, battery, mains charger, CDROM software , data cable etc.

$19.50 each

Missing free purchase bundle

Retail price (as on your invoice)

In instances whereby Personal Data cannot be removed from the handset using the manufactureres reset funcstions or the seal of the included licenced software has been brocken, your handset will be returned to you.

$9.00

 


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