Return and Refund Policy

Return window

Contact us within 14 calendar days after confirmed delivery to request a return authorization. Sending an item without authorization may delay processing. This policy is displayed before purchase and does not reduce any right provided by applicable law. Customers outside the United States may have additional mandatory cancellation or return rights under the law of their destination.

Eligible condition

• New devices must be unopened with original seals intact for a change-of-mind return. An opened new device is eligible when defective, damaged in transit, or materially different from the accepted order.
• Certified pre-owned devices must be returned in substantially the same condition received, with all included accessories and packaging.
• All devices must be signed out of cloud accounts, have activation locks removed, and be free of passwords, SIM cards, and personal data.
• Serial numbers, IMEI, security labels, and included parts must match the fulfillment record.

Non-returnable items

• Items clearly marked final sale before purchase, except where defective or a return is required by law.
• Digital goods, redeemed activation codes, personalized items, and opened consumable accessories for health or hygiene reasons.
• Items damaged after delivery through misuse, unauthorized repair, liquid exposure, accidental damage, or failure to remove an activation lock.

Shipping and inspection

Eleven10.tech pays reasonable return shipping for an incorrect item, verified defect, or transit damage reported with supporting information. For an eligible change-of-mind return, the customer pays return shipping, duties, customs charges, and remains responsible for secure packaging unless applicable law requires otherwise. We inspect returned items and normally issue a decision within five business days after receipt.

Refunds

Approved refunds are issued to the original payment method when possible, generally within ten business days after inspection. Financial institutions may require additional posting time. Original expedited shipping and import costs are not refundable for a change-of-mind return unless applicable law requires otherwise. No restocking fee is charged for an eligible return that meets this policy. Deductions for missing parts or customer-caused damage will be disclosed before processing and will not exceed the reasonable loss in value, subject to applicable law.

Damaged, missing, or incorrect orders

Report visible shipping damage, missing contents, or an incorrect device promptly and retain the packaging. We may request photographs, carrier documentation, serial information, or a police report for suspected theft. These requests are used to investigate the claim and do not eliminate legal rights.