Refund policy

 Please note that this return and refund policy applies only to purchases made directly from the Unplugged website. Purchases made from other distributors may be subject to different terms.

 

General Return Policy 
We have a 30-day return policy, which means you have 30 days after receiving your item(s) to request a return.
 
How to return
To start a return, you need to contact us at support@unplugged.com. Our team will guide you on how to ship back your items. You must ship the items within 10 days after receiving the shipping instructions from our support team.
 
UP Phone Returns
A restocking fee applies for UP Phone returns based on the condition of the item and when the return is initiated:

  • Unopened and Sealed Package (within 14 days from delivery): We will cover the return shipment costs. You will receive a full refund, with no restocking fee.
  • Unopened and Sealed Package (between 14 and 30 days from delivery): We will cover the return shipment costs. You will receive a full refund minus a $50 restocking fee.
  • Opened Package and the device is in “Like-New” Condition (within 30 days from delivery): We will cover the return shipment costs. You will receive a refund minus a $130 restocking fee.

 
Like-new condition: An item is in "like-new" condition if it is fully operational with all features functioning as intended, without any signs of wear or use such as scratches, dents, or blemishes, and retains its original shine and finish. It must include all original accessories and packaging, which should be undamaged and unaltered. The item must not have undergone any repairs or modifications and should be clean, free of dust, stains, or odors, with no exposure to water or other liquids. Our inspection team employs advanced technological tools to assess each item against these strict standards to determine its eligibility for a refund.
 
Accessory Returns
Accessories are returnable only if they are unopened and in their original packaging. The following conditions apply:
Accessories returned with UP Phone(s): full refund and no additional restocking fees will be applied.
Accessories returned without UP Phone(s): Return shipment is at your own risk and expense, and a full refund will be provided minus a restocking fee of $10 per return.
 
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
 
Bundle Purchases
Items purchased as part of a bundle must be returned in full to be eligible for a refund.

United Kingdom Returns — VAT & Duties (post-delivery)
For orders delivered to the United Kingdom, applicable UK import VAT and duties are collected at checkout. If you return goods after delivery:

  • We refund the product price paid (less any applicable restocking fees) per this policy.
  • UK import VAT and duties are not refunded by us. You may be able to reclaim these from HMRC (subject to HMRC rules).
  • On request, we can provide standard documents we hold (e.g., commercial invoice, return authorization/confirmation, return tracking) to assist with any HMRC reclaim you pursue. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@unplugged.com.

Unless stated otherwise above, refunds are calculated on the product price paid, less any applicable restocking fees, and exclude any import taxes (e.g. UK import VAT), duties, brokerage/clearance fees, and original shipping charges (if charged). For UK pre-orders canceled before dispatch, any UK VAT/duties collected at checkout are refunded in full.
 
UP Phone - Limited Warranty
Each device includes a 1-year limited warranty, which is subject to the terms and conditions available here. For returns under this limited warranty, please contact support@unplugged.com.
 
Pre-Orders
For purchases made via pre-order (i.e. before April 24th, 2024), different terms apply. Please click here for more details.
 
Contact Us
For any return questions or to initiate a return, contact our support team at support@unplugged.com with your order number for shipping instructions.