Refund policy

Return & Refund Policy

This Return & Refund Policy applies according to the customer’s delivery destination and any mandatory consumer protection laws applicable to the transaction.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.

1. European Union / EEA Customers

Customers located in the European Union or European Economic Area may have a statutory right to withdraw from an online purchase within 14 days after receiving the product, without giving a reason.

To exercise this right, the customer must contact us within the applicable withdrawal period at:

info2@fabrica.tel

The customer must then return the product within the legally applicable return period.

Condition of Returned Products

Customers may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and functionality.

If the product has been handled, activated, configured, used, damaged, or altered beyond what is reasonably necessary for inspection, Fabrica reserves the right to deduct any resulting loss in value from the refund, to the maximum extent permitted by applicable law.

This may include loss of value caused by:

Scratches, dents, marks, or other cosmetic damage
Damage to the device or packaging
Torn, damaged, or missing packaging materials
Missing accessories, cables, manuals, inserts, or components
Device activation or registration
Account, SIM, eSIM, IMEI, carrier, or network registration affecting resale
Software configuration, modification, locking, rooting, or jailbreaking
Activation locks or customer accounts remaining on the device
Signs of extended use
Required cleaning, testing, repair, repackaging, or refurbishment
Any other condition that reduces the product's resale value

A returned product does not automatically qualify for a full refund simply because it is returned within the withdrawal period.

The final refund amount will be determined after inspection of the returned product and may be reduced according to the actual loss in value, where legally permitted.

Before Returning a Device

All customers must:

Sign out of all personal accounts
Disable activation locks and device-tracking services
Remove SIM and eSIM profiles where applicable
Remove personal data
Restore the device to its appropriate factory condition
Return all original accessories and components

Fabrica may delay processing the return until activation locks, accounts, or other restrictions preventing inspection or resale have been removed.

2. United Kingdom Customers

Where UK consumer law provides a statutory cancellation or return right, Fabrica will comply with those mandatory requirements.

Products returned after being used or handled beyond what is reasonably necessary to inspect them may be subject to a deduction reflecting the reduction in value, where permitted by law.

3. Switzerland and International Customers Outside the EU/EEA and UK

Unless mandatory consumer law in the customer's jurisdiction provides otherwise, all sales to customers outside the EU/EEA and UK are final.

We do not accept returns or provide refunds for:

Change of mind
Accidental orders
Customer preference
Compatibility issues that were disclosed before purchase
Network or carrier compatibility where the customer was responsible for verifying compatibility
Local regulatory or registration requirements
Import restrictions
Customs issues attributable to the customer's destination
A customer's decision not to use or keep the product after delivery

Because international orders involve cross-border transportation, customs procedures, device registration considerations, additional logistics, and a significant reduction in the resale value of returned electronics, international change-of-mind returns are not accepted unless required by applicable law.

This does not affect mandatory rights relating to products that are proven to be defective, materially not as described, or incorrectly supplied.

4. Defective, Damaged, or Incorrect Products

If a product arrives defective, materially damaged, or different from the product ordered, the customer must contact:

info2@fabrica.tel

Customers should provide:

Order number
IMEI or serial number
Description of the problem
Clear photographs and/or videos
Photographs of the packaging where relevant

Fabrica may require the product to be returned for inspection and testing before determining the appropriate remedy.

A product will not be considered defective solely because it is incompatible with a customer's preferred carrier, network, SIM, frequency band, software service, or country-specific feature where the relevant compatibility information was disclosed or reasonably available before purchase.

5. Return Shipping, Customs, Duties and Taxes

For change-of-mind returns where a return right applies, the customer is responsible for return shipping costs unless applicable law requires otherwise.

International customers are responsible for securely returning the product and for any return-related:

Shipping charges
Insurance
Customs fees
Import or export charges
Brokerage fees
Handling fees
Taxes or other governmental charges

Any amounts charged by customs authorities, carriers, payment providers, or other third parties that are not recoverable by Fabrica may not be refundable, except where required by law.

Customers should use a tracked and insured shipping service.

Fabrica is not responsible for loss or damage occurring during return transportation arranged by the customer.

6. Inspection and Refund Calculation

Every returned product is subject to inspection.

Fabrica may document the returned product through photographs, video, diagnostic testing, serial-number verification, IMEI verification, and physical inspection.

Where permitted by law, the refund may be reduced to reflect:

Physical or cosmetic damage
Missing components
Damaged packaging
Activation or registration
Signs of use
Reduced resale value
Required repair or refurbishment
Required cleaning or repackaging

For example, a device that has only been opened and reasonably inspected may have little or no reduction in value, whereas a device showing scratches, damage, extended use, missing accessories, damaged packaging, registration issues, or other resale limitations may result in a substantially reduced refund.

The amount of any deduction will be based on the condition and resulting loss in value of the specific returned product.

7. Refund Processing

Where a refund is approved, it will normally be processed within 5–7 business days after the return has been received and inspected, subject to applicable law.

Fabrica may withhold processing of a refund until the returned goods have been received or sufficient evidence of return has been provided, where permitted by applicable law.

Approved refunds will normally be issued to the original payment method.

Additional processing times imposed by banks, card issuers, payment processors, customs authorities, or other third parties are outside Fabrica's control.