Every order is backed by a money-back guarantee: if we can't deliver what you paid for, and the details you gave us were correct, you get a full refund. This guide explains the shape of that promise in plain terms — the refund policy is the definitive, exact source if you need the specifics.
What the guarantee covers
If a carrier unlock, IMEI check, or other order genuinely fails to complete, you're covered. As of this writing, carrier and region unlocks, IMEI checks, and FRP/MDM removal orders all carry a 60-day window to request a refund if the service wasn't delivered — but the refund policy is the page to check for the current number, since policies like this can be updated.
EU customers additionally keep a 14-day right of withdrawal for services not yet started, on top of the guarantee above — again, the refund policy has the exact wording that applies to your order.
What it doesn't cover
- An order that completed successfully — the phone was unlocked, or the report was delivered as promised
- A phone that turns out to be blacklisted, lost, or reported stolen — this is why checking eligibility first matters
- Incorrect details supplied at order time (wrong IMEI, model, or carrier) — a processing fee may apply here, since a real attempt was still made against the wrong information
The logic behind that second and third point is the same in both cases: the guarantee protects you against us failing to deliver, not against facts about the phone itself that were true before you ordered, or against details that were entered incorrectly at the start.
Service credit — an alternative to a refund
If you'd rather keep the value on your account than get money back, service credit is usually available instead — it doesn't expire and carries no processing fee. This is often the simpler choice if you expect to order again, since it skips the wait for a payment method to be credited.
A note on chargebacks
If something looks wrong with an order, contact us first rather than filing a chargeback with your card issuer. Reaching out directly resolves almost every case quickly, while a chargeback filed before we've had a chance to look into it can pause the account while the dispute is investigated — slower for you either way.
How to request one
- 1Have your order ID readyFind it from track your order if you don't have it handy.
- 2Contact supportReach us from Help & FAQ with your order ID and the reason for the request — the more specific, the faster we can review it.
- 3Most requests are reviewed quicklyApproved refunds are returned to your original payment method — see the full refund policy for current timing.
For what generally affects whether a phone qualifies in the first place, see is my phone eligible for unlock. Checking that first is still the fastest path to a good outcome — a guarantee is a safety net, not a reason to skip the check.
Where is the exact, current refund policy?
The refund policy page is the authoritative source — this guide is a plain-English companion to it, not a replacement.
Do I need to have bought through wholesale or retail for this to apply?
The guarantee applies to orders placed either way; wholesale accounts should also check any additional terms confirmed during onboarding.
Can I choose a refund instead of service credit?
Yes — service credit is offered as a convenient option, not a requirement. Say which you'd prefer when you contact support.
Does the guarantee cover IMEI checks as well as unlocks?
Yes — if an IMEI check order fails to deliver a report, it's covered the same way a failed unlock is.
How will I know if my refund or credit has been approved?
We'll follow up directly once your request has been reviewed, using the contact details on your order — no need to keep checking back.
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