Refund policy

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

1. Warranty period

Balance Phone provides a three (3) year warranty for the devices it sells, in accordance with Samsung's warranty terms. This warranty covers hardware manufacturing defects and possible system issues related to Balance OS, provided they are not caused by misuse or unauthorised modifications.

2. Warranty coverage

During the warranty period:

  • Repair or replacement: Balance Phone will assess the issue and determine whether it falls within Samsung's warranty coverage. If so, it will arrange the repair or replacement of the device with Samsung.
  • Covered costs: The repair or replacement includes the labour and materials needed to resolve the issue, in accordance with Samsung's policies.

If the issue is not covered by the warranty, Balance Phone will notify the customer of the possible repair costs before proceeding.

3. Conditions for making a warranty claim

To request warranty service, the user must:

  • Provide proof of purchase (invoice, receipt, or other similar document).
  • Contact Balance Phone customer support by email at hello@thebalancephone.com. The team will respond within a maximum of 72 hours to begin the resolution process.
  • Send the device to Balance Phone, which will handle the repair and return it once fixed. Shipping costs are borne by the customer.

4. Warranty exclusions

The warranty does not cover:

  • Damage caused by unauthorised modifications, misuse, or failure to follow the instructions provided.
  • Cosmetic wear resulting from 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 authorised by Samsung.
  • Forgetting or loss of the screen-unlock PIN, pattern, or password. The Balance Phone device incorporates security technology that technically prevents the factory reset and the recovery of access credentials. This limitation is a known characteristic inherent to the product, disclosed to the user prior to purchase. Balance Phone is not responsible for recovering access to a device locked due to forgotten credentials and assumes no obligation to provide a fix, replacement, or compensation in these cases, regardless of whether the device was purchased directly from Balance Phone or is the user's own device with Balance OS installed.

5. Voluntary remedies and goodwill gestures

Any repair, replacement, dispatch of a replacement device, or compensation that Balance Phone offers outside the cases covered by this warranty or by applicable law will be provided voluntarily and as a goodwill commercial gesture. Such gestures do not imply any acknowledgment of obligation, liability, or defect, do not create any right to demand them in the future, and do not modify the terms of this policy.

Where, as a goodwill gesture, Balance Phone offers a replacement device, it may be supplied as a new device or as a device in condition equivalent to new.

6. Returns and refunds policy

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

  • The device is in good condition, with no damage attributable to misuse.
  • It is returned in its original packaging with all accessories.
  • The device is returned unlocked and accessible, with the screen PIN active 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 proven manufacturing defect.

Shipping costs for the return must be borne by the customer.

Import taxes are non-refundable, as they are government levies applied by the customs authorities of the destination country. These charges are neither managed nor refunded by Balance Phone.

Once the device has been received and inspected, Balance Phone will issue the full refund within a maximum of 10 business days.

To return a product and request a refund, the customer must notify Balance Phone by email at hello@thebalancephone.com. Balance Phone will respond within 72 hours with the next steps.

7. Uninstallation of Balance OS

Balance Phone will uninstall Balance OS from the device in the following cases:

  • Cancellation of an active Balance OS subscription.
  • Transfer of the active Balance OS licence to another compatible device.
  • Request for the permanent deletion of Balance OS from a Balance Phone product.

The purpose of the uninstallation is to completely remove the Balance OS system files and configurations from the device, ensuring that no trace of the software remains once the contractual relationship has ended. This process is technically necessary and forms an integral part of the terms of use accepted by the user at the time of purchase or activation of the service. The user expressly consents to the execution of this process by accepting these Terms and Conditions.

7.1. Procedure

The uninstallation is carried out in two distinct phases:

  • Phase 1 · Deactivation: the Balance OS system is deactivated remotely. The device visually returns to its standard Samsung interface, although the system files are still present.
  • Phase 2 · Factory reset: a complete, remote wipe of Balance OS is performed, permanently and irreversibly deleting all stored data, including but not limited to: photos, videos, contacts, messages, applications, and personal files.

Balance Phone will not begin either phase without the user's express confirmation.

7.2. Timeframes and confirmation protocol

The process is initiated only when one of the cases listed at the beginning of this section occurs. From that point:

  • Balance Phone will inform the user, explaining the full process, the two steps that make it up, and the irreversible loss of data that the factory reset entails.
  • The user will be urged to make a complete backup of their data before confirming.
  • Once the user wishes to proceed, they may initiate the uninstallation process independently.
  • After receiving confirmation, Balance Phone will carry out both phases within a maximum of 72 business hours.

8. Incident resolution process

Customers must report any issue by email at hello@thebalancephone.com. Balance Phone will respond within 72 hourswith the following actions. The process includes:

  • Initial assessment of the issue and guidance for the customer.
  • If necessary, Balance Phone will arrange the repair with Samsung.
  • Follow-up and updates on the status of the repair or replacement.

9. Shipping and out-of-warranty costs

Customers are responsible for all shipping costs related to warranty claims, both to send the device to Balance Phone and to receive it back after the repair.

Balance Phone will provide shipping instructions once the claim has been approved.

If the repair is not covered by the warranty, a quote will be provided before proceeding.

10. Limitations of liability

Balance Phone is not responsible for the loss of data or information stored on the device in the following cases:

  • Data loss resulting from repair or maintenance operations under warranty.
  • Data loss resulting from the uninstallation and factory reset process described in Section 7, provided that Balance Phone has followed the established notification and confirmation procedure.
  • Data loss caused by the user themselves as a result of improper use of the device.

Users are advised to make regular backups and to remove the SIM card before sending the device for repair.

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

11. Contact Information

THE BALANCE PHONE SL
Carrer de la Llacuna, 162, Sant Martí
08018 Barcelona (Catalonia, Spain)
Email: hello@thebalancephone.com

12. 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.