EXCHANGE, RETURN & WARRANTY POLICY

Wrapio
Operator: ECLIPSE SERENO UNIPESSOAL LDA | NIF: 519113837
Registered Address: Caracol da Graça nº 2 S/Cave Esq, 1100-114 Lisboa, Portugal
Return Address: R. Passos Manuel 126D, 1150-260 Lisboa, Portugal
Email: info@wrapio.shop Website: www.wrapio.eu

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), Portuguese Consumer Protection Law, and payment providers like Klarna or Alma.

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 for in-store transactions.

Return Conditions:

  • Product must be unused, unactivated, and in brand-new condition.
  • Include all original packaging, seals, accessories, and manuals.
  • No scratches, damage, or signs of use.
  • IMEI/serial number must match the invoice.
  • No accounts (Apple ID, Google, or Samsung) can be linked.

Returns will be refused if the device has been activated or used, accounts are logged in, packaging is missing, or the device shows signs of damage or tampering. Important: Once a device is activated, it is legally considered “used” and cannot be returned under “change of mind” rights.

3. Exchange Policy

Customers may request an exchange within 14 days under the same conditions as returns. Exchanges are allowed if the product is unused and sealed. If exchanging for a higher-value product, the customer pays the difference; for lower-value products, store credit may be issued.

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

If your device arrives defective, you must notify us within 48 hours of delivery. Claims require a full unboxing video, a visible IMEI, and a clear demonstration of the defect. Resolution may include replacement, repair, or refund.

5. Warranty Policy

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

Warranty does not cover accidental, physical, liquid, or screen damage, battery wear, unauthorized repairs, or software/account locks.

6. Activation Lock Requirement

Before returning or exchanging, customers must remove all Apple ID, iCloud, Google, or Samsung accounts, disable tracking features (“Find My”), and perform a factory reset. Devices with active locks cannot be accepted.

7. Refund Process

Refunds are processed to the original payment method within 5–14 business days after approval. For installment payments (Klarna, Alma), processing follows provider rules, and certain fees or interest may not be refundable.

8. Shipping & In-Store Returns

For online orders, return shipping costs are the customer’s responsibility (unless the item is defective). We recommend using tracked and insured shipping. Returns may also be handled in-store where applicable.

9. Legal Rights

This policy does not affect your statutory rights under Portuguese and EU law.

Wrapio – Trusted Mobile Solutions