Return Policy
Last updated: September 1, 2026 · Effective for all orders placed on or after this date.
We want you to keep the device because you love it, not because returning it is hard. Most items can be returned within 30 days of delivery for a full refund. This page explains the conditions, the process and how long each step takes. It forms part of our Terms of Service.
1. The 30-day window
You have 30 calendar days from the date the courier delivered your order to start a return. The date on the courier's proof of delivery is the reference. Starting a return means submitting the request through your account or by emailing returns@tectov.shop with your order number; you then have 7 further days to hand the parcel to the courier.
Remember that you can also reject a device at the door: our Inspect-with-the-Courier policy lets you open the box and power the device on before signing. If it is not what you expected, hand it straight back and the order is cancelled and refunded without any of the steps below.
2. Condition of returned items
To qualify for a full refund the device must be:
- Unused or lightly tested — powered on and set up is fine; weeks of daily use, new scratches, dents or liquid contact are not.
- Complete — with every accessory, cable, manual, SIM tool and Tectov inspection sheet that came in the box, and in the original packaging where applicable (sealed items that have been opened are still returnable; the seal itself is not required).
- Unlocked — signed out of iCloud / Find My, Google, Samsung and any carrier or MDM account, with the passcode removed and the device reset to factory settings. We cannot process a device that is activation-locked; it will be returned to you and the refund withheld until it is unlocked.
- Free of personal data — please back up and wipe your data; we re-wipe every return to NIST 800-88, but we are not responsible for data you leave on the device.
Items that come back damaged, incomplete or showing significant use may be refused or refunded at a reduced amount reflecting the loss in value (typically 15–40%). We will email you photos and the proposed deduction before processing and you can choose to have the item sent back instead.
3. What cannot be returned
- Trade-in devices. Once we have accepted your traded-in device and the credit is final, that device is a final sale and cannot be returned to you.
- Devices with physical or liquid damage that occurred after delivery (covered neither by returns nor warranty).
- Items marked "final sale" on the product page (rare, clearly labelled clearance units).
- Digital goods, gift cards and software licences, once delivered.
- Consumables that have been opened (screen protectors, earbud tips) unless defective.
Defective items outside the 30-day window are handled under the warranty (12 months for new and refurbished, 6 months for used) rather than this policy.
4. How to return
- Go to Orders and choose Return item, or email returns@tectov.shop with your order number and the reason. Guest customers use the email route.
- Within one business day we email a prepaid courier label and a short checklist (reset, unlock, pack).
- Pack the device in its original or an equally protective box. Attach the label and hand the parcel to the courier at the scheduled pickup or drop it at any partner location within 7 days.
- Track the return from the same Orders page. You get an email when the parcel arrives at our Austin facility.
Return shipping is free for defective, damaged-on-arrival or mis-described items and for any return of an order over $200. For change-of-mind returns under $200 we deduct a flat $12 courier fee from the refund.
5. Inspection and refund timeline
| Step | Time |
|---|---|
| Return label issued | Within 1 business day of your request |
| Parcel in transit to Tectov | 1–4 business days |
| Inspection at our facility | 3–5 business days |
| Refund sent to your payment method | Same day as inspection approval |
| Refund visible on card statement | 5–10 business days (set by your bank) |
| Crypto refund visible in your wallet | Usually within 1 business day of approval |
Refunds go to the original payment method. Card refunds are issued through our payment processor and typically appear within 5–10 business days depending on the issuing bank. Cryptocurrency refunds are sent in the same asset you paid with, in the USD-equivalent amount at the exchange rate on the day the refund is approved, to the address you provide in the return form; network fees for the refund transaction are paid by Tectov. Any promo discount is deducted proportionally; a trade-in credit applied to an order is refunded as store credit unless the trade-in device is still with the courier, in which case it is returned to you.
6. Exchanges
We do not run a separate exchange flow — it is faster for you to place a new order for the item you want and return the original under this policy. If the replacement is for the same model in a different colour or storage size and the original has not been used, email us and we will waive any courier fee on the return.
7. Damaged or wrong item received
If the courier delivers a damaged box or the wrong product, do not sign for it — hand it back and tell us. If you only notice after signing, email returns@tectov.shop within 48 hours with photos of the packaging and the item. We arrange a priority pickup and ship a replacement or refund you in full, your choice, with no deduction.
8. Questions
Returns team: returns@tectov.shop · +1 (512) 580-2471 · Mon–Fri, 9:00 am – 6:00 pm EST. Postal address for returns is provided on the prepaid label (do not send returns to the registered office at 1209 N Orange St, Suite 410, Wilmington, DE 19801, USA; it is a registered agent address and parcels sent there cannot be processed).