Overview

At Our Telekom, we strive to ensure satisfaction with every purchase. However, we understand that there may be instances where returns or refunds are requested. This policy outlines the circumstances under which returns and refunds may be granted, and the process to follow.

General Conditions

  1. All returns must be accompanied by proof of purchase (e.g., receipt, order confirmation) and a duly completed form in Appendix 1.
  2. Products must be returned in their original packaging, unused, and in the same condition as received.
  3. Refunds will be processed using the original payment method unless otherwise agreed upon.
  4. Refunds will be based on the condition of the returned device as assessed through the grading system. Devices in pristine condition (Grade A) are eligible for a full refund. Devices with minor cosmetic issues or broken seals (Grade B) will receive a partial refund of 50% of the original purchase price. Any upgrade to a higher-value device requires the customer to pay the difference.

    Devices with severe cracks, dents, deep scratches missing batteries, or smashed screens are not eligible for a refund.

We reserve the right to deny a refund if the returned product does not meet the above conditions.

Eligibility for Returns and Refunds

Process for Returns and Refunds
  1. Initiate Your Request: To start the return or refund process, contact our customer service team using one of the following methods:
    • Email: [email protected]
    • Phone: Call 333
    • In-Person: Visit your nearest Our Telekom Outlet.
  2. Provide Necessary Information: When contacting us, please have the following details ready:
    • Your order number or receipt
    • Your valid ID
    • The reason for your return
    • Any additional relevant information about the product or issue
  3. Return the Product:
    • After contacting our team, you may return the product directly to any Our Telekom Outlet or send it to our designated return address. Please ensure that the product is in its original packaging, including all accessories, manuals, and documentation, and that it is unused and in the same condition as when you received it.
  4. Product Inspection:
    • Upon receipt of the returned product, our customer care team will inspect it to verify its condition. You will be promptly informed of the outcome, including whether your refund or exchange has been approved.
  5. Refund or Exchange:
    • If the return is approved, we will process your refund using the original payment method, or arrange for an exchange or store credit, as per your preference.
Device Inspection Criteria
  1. Device Matching: The IMME number/serial number/Model of returned item must match that of the item purchased
  2. Accessories and Manuals: All original accessories and user guides must be included.
  3. Power Condition: The device must power on.
  4. Screen Functionality: The screen must be fully operational.
  5. Cosmetic Condition: The device’s appearance is evaluated for visible damage.
  6. Battery: Original phone battery and not damaged.
Damage Grading for Your Device
  1. Grade A: The device has no visible marks, dents, or scratches and is in brand-new condition straight out of the box. If the customer is dissatisfied with the handset, a full refund or exchange for another handset of similar value will be provided, as long as the device is returned within 48 hours.
  2. Grade B: The device may have up to three light scratches, dents, or visible marks on its body, each less than one centimeter in size. If the seal is broken, the device will automatically fall under Grade B.

For handsets under Grade B, refunds will be 50% of the original purchase price based on assessment. If the customer chooses to upgrade to a higher-valued handset, the price difference must be paid by the customer. 

Non-Returnable/Non-Exchangeable Grades
  • Beyond Economic Repair (BER): Devices with significant damage such as dents, cracks, deep scratches, smashed screens, missing parts, water damage, enabled security features, or reported as lost or stolen cannot be returned or exchanged.
Exceptions

Non-returnable Items: Certain types of items cannot be returned, such as perishable goods, personalized products, and personal care items.

Contact Information

For more information about our refund policy, or if you have questions, please contact us at [email protected] or 333.