Refund policy

Warranty and After-Sales Support Plan
Last Updated: 26th of February 2025

1. Warranty Duration

Balance Phone provides a three (3) year warranty for devices sold, in line with Samsung’s warranty conditions. This warranty covers hardware manufacturing defects and potential system issues related to Balance OS, provided they are not caused by improper use or unauthorized modifications.

2. Warranty Coverage

During the warranty period:

  • Repair or Replacement: Balance Phone will assess the issue and determine whether it qualifies under Samsung’s warranty. If eligible, Balance Phone will manage the repair or replacement of the device with Samsung.
  • Covered Costs: The repair or replacement covers labor and necessary materials to resolve the issue, in accordance with Samsung’s policies.
  • If the issue is not covered by warranty, Balance Phone will notify the customer of potential repair costs before proceeding.

3. Conditions for Exercising the Warranty

To request warranty service, the user must:

  • Provide proof of purchase (invoice, receipt, or similar document).
  • Contact Balance Phone customer support via email at hello@thebalancephone.com . The team will respond within 72 hours to initiate the issue resolution process.
  • Ship the device to Balance Phone, where we will manage the repair and return it once fixed. The shipping costs are covered by the client.

4. Exclusions from Warranty Coverage

The warranty does not cover:

  • Damage caused by unauthorized modifications, improper use, or failure to follow provided instructions.
  • Aesthetic wear due to daily use or damage caused by external factors, such as water, fire, or accidents.
  • Issues arising from the use of third-party components, chargers, or applications not authorized by Samsung.

Forgotten or lost screen unlock PIN, pattern, or password. Balance Phone devices incorporate a security technology that technically prevents factory resets and the recovery of access credentials. This limitation is a known and inherent feature of the product and is disclosed to users prior to purchase. Balance Phone is not responsible for restoring access to a device locked due to forgotten credentials and assumes no obligation to provide a remedy, replacement, or compensation in such cases, regardless of whether the device was purchased directly from Balance Phone or is a user-owned device running Balance OS.


5. Return and Refund Policy

  • Customers may return Balance Phone within 14 days of purchase for a full refund only if:

    • The device is in its original condition with no signs of use.
    • It is returned in its original packaging with all accessories.
    • A 5€ fee will be charged if the phone is returned locked with a password.
    • The device is returned unlocked and accessible, with the screen PIN enabled and known to the user. Returns of devices that cannot be accessed due to forgotten credentials will not be accepted, unless the issue is the result of a verified manufacturing defect.

    To return a product and ask for a refund, customers must notify it via email at hello@thebalancephone.com. Balance Phone will respond within 72 hours with the next steps.

     

  • Customers will receive a shipping label via email and will be asked to drop their package in a UPS Access Point.

     

  • Once the device is received and inspected, Balance Phone will issue a full refund within 10 business days.

     

  • Shipping costs to return the products will be charged to the customer, deducting its cost from the refunded amount.

     

  • Import taxes are non-refundable, as they are government-imposed duties related to the importation of the product into a specific country. These charges are collected by customs authorities and are not controlled or reimbursed by Balance Phone.

 

6. Issue Resolution Process

Customers must report any issue via email at hello@thebalancephone.com. Balance Phone will respond within 72 hours with the next steps. The process includes:

  • Initial evaluation of the issue and guidance for the customer.
  • If necessary, Balance Phone will manage the repair with Samsung.
  • Follow-up and notifications regarding the repair or replacement status.

7. Shipping & Out-of-Warranty Repair Costs

  • Customers are responsible for all shipping costs related to warranty claims, including sending the device to Balance Phone and receiving it back after repair.
  • Balance Phone will provide shipping instructions upon approval of a warranty claim.
  • If a repair is not covered under warranty, Balance Phone will provide a cost estimate before proceeding.

8. Liability Limitations

  • Balance Phone is not responsible for data loss or any information stored on the device.
  • Users are advised to back up their data regularly and remove the SIM card before sending the device for repair.

For more information, visit: www.thebalancephone.com/faqs

9. Contact Information

THE BALANCE PHONE SL
Via Augusta 195,
08021 Barcelona (Catalonia, Spain)
Email: hello@thebalancephone.com

10. Samsung Warranty Policy

Samsung provides a three (3) year warranty for hardware defects. For full details on Samsung’s warranty coverage, exclusions, and service process, please refer to Samsung's official warranty policy.