Returns and Replacements

Last updated: 5 November 2026.

How our returns work

Every Obran Vale iPhone is a single, unique device that is inspected, tested and sold with a one-year warranty. For that reason we do not accept returns or give refunds for a change of mind. We offer a replacement or repair in the specific circumstances below.

When we replace or repair

The phone arrives faulty (dead on arrival).
You receive a different model, storage size or colour from the one you ordered.
The phone is damaged in transit.
A fault is covered by the one-year warranty (see the Warranty page).

Report within 24 hours

For a phone that is faulty on arrival, wrong, or damaged in transit, you must report it within 24 hours of delivery, with your order number, clear photos and your unboxing video (recorded without a break from opening the sealed parcel). Warranty faults can be reported at any time during the warranty.

Our decision

Whether a case qualifies, and whether we repair or replace, is decided by Obran Vale after we inspect the phone and the proof you send. Our decision on a case is final. Anything we offer beyond these terms is a goodwill gesture at our discretion and does not change these terms.

Repair first, then replacement

We try to repair the phone first. If it is beyond repair, we replace it with a phone of the same model. If that model is not available, we replace it with a suitable alternative of equal or higher value that we choose and offer you.

If no replacement is possible

If a phone that was dead on arrival, wrong or damaged in transit, and approved under these terms, cannot be repaired or replaced, we refund the amount you paid for that phone to your original payment method. This applies only to those three cases. A warranty fault is repaired or replaced as above.

What does not qualify

Change of mind, or a phone that matches its listing.
Physical or liquid damage after delivery.
Opening or repair by anyone other than us.
A phone whose IMEI or serial number differs from the one we sold.
A report made after 24 hours, or without the photos and unboxing video.

What we check before replacing

The phone must match the IMEI and serial number we sold, Find My iPhone must be off, and it must come back with its box contents.

Who pays the courier

If we approve a phone that was dead on arrival, wrong or damaged in transit, we arrange the pickup and pay the courier both ways. For a warranty claim, you pay the courier to send the phone to our service centre and the return parcel is pay on delivery.

Cancelling an order

Once an order is paid, you cannot cancel it. If we cancel an order for a pricing, description or stock error, we refund the full amount you paid to your original payment method.