How We Can Help?

  1. Chat with us by clicking on the Chat Box at the right bottom.

  2. Text Us: (833) 676-6753

  3. Email Us: cs.phoneguys@trangroupllc.com

  4. 90 Day Warranty: Sets Us Apart

We're here and delighted to assist you!

Customer Service

Our Warranty & Refund Policy

Refund / Return Policy – 14-Day Window

Eligibility:

You may return any device within 14 days from the date of purchase for a refund, provided it is in the same condition as when received. This policy also applies to order cancellations.

  • Restocking Fee: A 20% restocking fee will be applied to all returns and cancellations.
  • Defective Devices: Covered under our warranty for repair or replacement.
    • If a replacement is declined, a 20% restocking fee will be applied.
    • If the second replacement device is also defective, a full refund will be offered.

Ineligibility:

  • Devices purchased over 14 days ago.
  • Devices that have been physically damaged or exposed to liquids.
  • If the selected device color is out of stock, we reserve the right to substitute with a similar color.

Return Policy:

  • All returns are subject to a 20% restocking fee.
  • Online & in-store orders follow the same return policy.

Cancellation Policy for Online Orders

Cancellation Fees:

  • If not shipped: 10% cancellation fee.
  • If already shipped: 20% cancellation fee.

These fees cover processing and handling costs. To cancel an order, contact customer support immediately.

Warranty Coverage

90-Day Warranty Covers:

✅ Devices: Phones, tablets, computers, gaming consoles, watches.
✅ Battery Issues: Excessive drainage, charging failure.
✅ Screen Sensitivity Issues: (Excludes dead pixels, screen color distortion, or impact-related damage).
✅ Cameras: Malfunctions only.
✅ Ports: Charging & other ports (Excludes moisture or physical damage).
✅ Buttons, Earpiece, Speakers, Microphones, & Connections.

✅ Connection: Some unlocked phones may not be fully compatible with carriers. Our sales rep will pick the most compatible one for your current network but limited to responsibility for lack of compatibility and features of your current or future carrier changes. Carrier locked devices are not guaranteed to be unlocked.

Lifetime IMEI Warranty Covers:

✅ Bad, blocked, or blacklisted IMEI/serial numbers.

Limited Warranty Periods:

  • 7-Day Warranty: Gaming controllers, speakers, headphones.
  • 14-Day Warranty: Repairs and replaced parts (does not cover data loss).

Warranty Void If:

🚫 Device is physically damaged: Drop, impact, water, or user-inflicted damage.
🚫 Device has been modified: Jailbroken, rooted, or repaired by third parties.
🚫 Device is not in its original condition: Forgotten passwords, software locks, or issues confirmed as functional by technicians.

Leasing Assistance

For leasing inquiries, please contact your provider:

  • Progressive Leasing: (855) 222-0801 | App: "Progleasing"
  • SmartPay: (415) 390-2614
  • Acima: (801) 297-1982 | App: "Acima"
  • Payvantage: (888) 899-5545
  • PayTomorrow: (866) 418-5857
  • Snap Finance: (877) 557-3769
  • American First Finance: (855) 721-1188

How to Process a Warranty Claim

📞 Contact Us:

⏳ Processing Time: 1-2 business days (may take longer during high-volume periods).

Product Condition Guide

Brand New

📦 Sealed, never used, full manufacturer warranty. Includes all original accessories.

Renewed by Manufacturer (1-Year Warranty)

🔄 Certified renewed, functions like new. Includes full manufacturer warranty and accessories.

Brand New - Handset Only

📱 New but without original packaging. Includes full manufacturer warranty.

Opened Box (6-Month Warranty)

🎁 Like-new condition, customer returns. Original packaging included (may show wear).

Certified Pre-Owned (CPO - 6-Month Warranty)

⭐ Like-new condition, 95%+ battery health. No previous repairs, original manufacturer condition.

Pre-Owned / Used

✔️ Gently used, fully functional, factory reset.

Refurbished

🔧 Restored to full working condition, may include replaced parts.

Pre-Owned, Used & Refurbished Condition Grades:

  • Excellent: Minimal signs of use, very light wear.
  • Good: Normal wear (light scratches, small dents).
  • Fair: Noticeable scratches or dents, but functional.
  • Heavily Used: Significant wear, visible scratches, dents, or chips.

By purchasing from The Phone Guys, customers agree to these terms.

We appreciate your business and strive to provide quality electronics at the best prices!