FONESTOCKROOM Terms and Conditions

The aim is to communicate Fonestockroom's after-sales service policies to its customers. This document has been created to optimize customer service within the e-commerce platform in a fair and efficient manner.
Good customer service is fundamental to achieving a good track record for Fonestockroom; this document defines our commitment and creates the foundation for a fruitful and successful collaboration between the two parties.
All terms beginning with a capital letter are covered by the General Terms and Conditions of Sale or the Terms and Conditions that the seller declares to know perfectly by having read and accepted them.

Customer service

Fonestockroom's vision of customer service:
Providing customer support means more than just responding to problems. Above all, it means sending the correct product (model and aesthetic grade) within the advertised delivery time. It also involves answering any questions they may have and anticipating them by using the messaging tools offered on the platform to minimize incidents and the number of conversations.

FONESTOCKROOM COMMITMENTS

ARTICLE 1 – The pre-sale

Products sold on the Platform must comply with Spanish and European legislation. All products advertised on the platform must have passed a series of checks before being offered for sale.
Only fully checked and fully functional 100% products can be sold.

Our sales service covers mainland Spain and the Balearic Islands. We do not sell to the Canary Islands.

1.1 Checks

The checkpoints are as follows:

– Buttons – Carrier unlocking – Wi-Fi/ Bluetooth/ 3G/ 4G

– Microphone and speakers – SIM tray – Cameras

– IMEI – Headphones – Reset to factory settings

– Proximity sensors – Oxidation – Jack

– Charger – Touch/Face ID – Flash

- Grid

In addition, the Seller must inform us of:

1. The batteries:
– Guarantee wear below 20%

2. The screens:
– Are they new/refurbished/original?
– Checked by machine/software/manually, etc.
– When they are replaced by new/refurbished/compatible ones

1.2. The aesthetic quality of smartphones

The external condition of the Products will correspond to the following aesthetic grades. A dent or scratch is sufficient to consider it in a lower aesthetic category, as this usually generates a large number of product returns from dissatisfied customers.
In any case, the products must be tested, verified, and cleaned by the seller before being listed for sale on the Platform. Only functional 100% products will be sold within Fonestockroom.

Reminder of the three aesthetic grades available at Fonestockroom:

LIKE NEW: It may contain aesthetic details that will not be visible when the product is held 30 centimeters away.

GOOD CONDITION: Device with minor aesthetic imperfections on casing and/or screen that may be visible when the product is held at a distance of 30 centimeters.

Grade Without Face/Touch ID: Devices that work correctly. Good aesthetic quality but they do not have Face/Touch ID functionality.

1.3 Customer Information

At Fonestockroom, we prioritize providing clear, fair, and transparent information about the product and the terms of sale at every stage of the customer relationship.
We provide all consumer customers with the pre-contractual information required by the Consumer Code. We also guarantee the customer the effective exercise of their legal right of withdrawal.

1.4 Product Stock Management

Stock is updated regularly by the seller and order cancellations due to a stock problem must be communicated to customers within a maximum of 24 hours.
Order cancellations have a major negative impact on the customer experience, so we organize stock efficiently using specialized software.
To avoid cancellations if the product is not in stock, we will, whenever possible, try to find an alternative solution with the customer within a maximum of 24 hours.

ARTICLE 2 – Shipping of Products

Shipping is an increasingly important issue for e-commerce and a sensitive topic for customers.
To achieve this, we partner with the most prestigious shipping companies, striving to ensure accurate order tracking and adherence to advertised delivery times to guarantee a positive shopping experience.

2.1 Packaging

Corporate packaging suitable for the product, preventing damage during transport.

2.2 Proof of purchase

Each package sent must contain the Fonestockroom purchase receipt.

2.3 Delivery times

The product will be shipped during the 24 business hours after the order has been validated. The delivery times offered by the carrier are 24 or 48 working hours.

2.4 Order tracking

The order tracking number and the name of the shipping company must always be provided to the customer and must correspond to their order. The customer should be able to track their order as soon as they receive the tracking number.

ARTICLE 3 – After-sales

The goal is to make after-sales service as easy and efficient as possible for the customer. Treating a customer well emphasizes service quality, which in turn contributes to customer loyalty, even if they have received a defective product.

3.1 Regarding Product Shipments

In case of a shipping delay, inform the customer of the new delivery date, offer a goodwill gesture, and provide them with the tracking number again.
– In the event of a lost package, proceed with the customer's refund within 48 hours. If the customer explicitly requests a similar product, do not proceed with the refund.
I will refund you, but if possible, send you a new product.
– In the event of a package not received by the customer despite having received delivery confirmation from the carrier, an investigation should be initiated with the carrier with the following
The seller will need to provide the following documentation: a sworn written statement from the customer and a photocopy of their ID. Once the investigation has begun, the customer must be reimbursed within 72 hours.

3.2 Respond to customers as soon as possible.

The faster you respond, the more satisfied your customers will be. That's why our goal is to reply to customers within 24 hours of their message, or 48 hours at the most.

3.3 Message Quality

We send well-constructed and pleasant messages (“Hello,” “We apologize for the inconvenience,” “Best regards”). These are the small details that make all the difference. We communicate with our customers using complete sentences, in a relevant and effective way, to minimize the number of messages exchanged.

3.4 Returns Management

3.5 Multiple returns

(Customers are not informed to prevent abuse)

a) Double return
If the Customer has to return the Product a second time due to a technical fault, it must be replaced with an identical one or refunded.

b) Triple refund
If the Customer must return the Product for the third time due to a technical fault, the customer will receive (if requested) a full refund of their purchase.

3.6 Accessories

The accessories included with the purchase of the device are gifts offered by Fonestockroom. These devices are not covered by warranty unless they malfunction upon receipt of the device.

3.7 Time limit for processing a return

From the date of receipt of the product, we have 5 business days to repair, replace or refund the customer.

3.8 Commercial gestures

Commercial gestures are recommended when the service offered does not correspond to what was advertised to the customer when they placed the order.

TERMINAL PURCHASE CONDITIONS

Refurbished by an Apple-certified service provider

For purchase requests via the application form:

1- The client will receive an approximate rating based on the characteristics described in this form.

2- If the purchase price of your terminal is accepted, we will proceed with the collection, without shipping costs, and verification of said characteristics.

3- If the data provided in the form matches our verification and economic proposal, immediate payment will be made to the current account you indicate.

4- In case of differences between the State provided by this form and its actual State after our verification, the client will be informed of said discrepancy and the client will have to give us in writing by email their agreement with the new valuation price to make the payment in the current account that they indicate to us.

FONESTOCKROOM RETURN AND WARRANTY

Refurbished by an Apple-certified service provider

Returns

All terminals sold by Fonestockroom are in perfect working order and have been repaired or checked by an Apple-certified expert.
Fonestockroom checks the correct functioning of the device with specific software that also measures battery performance.
After-sales service via form, email or telephone in our contact page.

The customer has 14 days to withdraw from the purchase and receive a refund without giving any reason.

After a period of 14 days from the delivery of the terminal, the 1-year warranty from its purchase will come into effect under the following conditions:
1. The refund will never be in cash unless agreed with the company.
2. The client agrees to inspect the purchased equipment in order to expedite the detection of any faults.
3. The warranty must handle the shipping and return logistics

Warranty

1 year warranty on the device.

It does not cover failures resulting from impacts or negligent practices on the part of the customer.

Applicable to new or used devices of "Perfect" and "Like New" aesthetic grade.

Fonestockroom does not provide warranty on terminal equipment and/or accessories that show traces of moisture, physical damage (bumps, scratches, etc.) or signs of having been opened, manipulated and/or intervened by unauthorized personnel.

Equipment repair (Delivery of the device in use)

Since the fault is irreparable within the warranty period, a device in stock will be delivered or a credit note will be issued to the customer, as best suits the parties.

Every warranty must be identified with its fault; otherwise, the time required for inspection and repair of the equipment may be affected.