Returns & Refund Policy
A plain-language explanation of how returns, cancellations, and refunds work for every smartphone, smart watch, headphone, earphone, and tablet order shipped from Eazy Phones — 30 days to send an item back, 10 business days for us to pay you.
The Short Version
This policy governs orders placed on eazyphones.com and shipped to an address in Canada or the United States. It does not apply to purchases made through any other retailer or marketplace.
What This Policy Covers
Every product we list is new, unused, and factory-sealed. Many smartphone listings are internationally sourced "Global Version" units, clearly disclosed on the product page — that disclosure does not reduce your return rights under this policy in any way. The categories below are the only product types we sell, and the same 30-day / 10-business-day framework applies to all of them, with the category-specific conditions noted further down this page.
Smartphones
Xiaomi, Redmi, POCO, Samsung Galaxy, Sony Xperia, OnePlus, Oppo, Vivo, Asus ROG, Nubia/ZTE, Nothing, Google Pixel, Honor, Motorola, HuaweiSmart Watches
Samsung Galaxy Watch seriesHeadphones & Earphones
OnePlus Buds and select true-wireless audioTablets
Xiaomi Pad, Honor MagicPad, Redmagic, Samsung Galaxy TabFour Steps, No Account Needed
You do not need to create an account to request a return. Your order number and the email address used at checkout are all we ask for.
Contact us
Email support@eazyphones.com or call +1 416 817 4612 within 30 calendar days of delivery with your order number and the reason for the return.
Get a prepaid label
We email you a prepaid return shipping label at no cost — you never pay for postage on an eligible return.
Pack & ship
Repack the device in its original retail box with every included accessory, cable, and document, then hand it to the designated carrier.
Inspect & refund
Once your return arrives at our Ontario facility, we inspect it and issue your refund to the original payment method within 10 business days.
What Qualifies for a Return
Eligibility is based on the condition of the item when it reaches our inspection team, not just the stated reason for the return.
Eligible for a full refund
- Requested within 30 calendar days of the delivery date shown in tracking
- Unused, with no activation lock, water damage, or physical damage caused after delivery
- Returned in original retail packaging with every included accessory, cable, and document
- Arrived damaged, defective, or different from what was ordered — regardless of packaging condition
Not eligible for return
- Requests made more than 30 calendar days after delivery
- Devices with physical damage, liquid damage, or a cracked screen caused after delivery
- Headphones, earphones, or earbuds with a removed hygiene seal, for health and safety reasons
- Gift cards, promotional credits, and items marked "Final Sale" at checkout
Category-Specific Conditions
Smartphones & Tablets
Must be returned with the original SIM tray or eSIM fully deactivated, factory reset, and signed out of any manufacturer account (Google, Samsung, Mi, etc.). Devices still linked to an account cannot be resold and will be sent back to you rather than refunded.
Smart Watches
Must be unpaired from any paired phone and, where applicable, factory reset before it is packed for return. The charging cradle and all straps included at purchase must ship back with the watch.
Headphones & Earphones
The hygiene seal over the ear tips or ear cushions must still be intact for a change-of-mind return, in line with standard health and safety practice for personal audio devices. This condition does not apply if the item is defective on arrival.
All Categories
Any accessory, adapter, cable, or manual missing from the returned box may result in a deduction from your refund equal to the replacement cost of the missing item, disclosed to you before the refund is issued.
Damaged, Defective, or Wrong Item
If your device arrives damaged, defective, dead-on-arrival, or is not what you ordered, contact us within 30 days of delivery. We cover return shipping in full, and you choose between a full refund or a free replacement — no restocking fee either way. We may ask for a few photos of the issue so we can process the claim faster, but photos are never a condition for opening the return itself.
Free replacement
The fastest route for a defective unit — a new one ships as soon as your return is confirmed as on its way back to us.
Full refund
If you'd rather not reorder, we refund the full price, including any tax charged, to your original payment method.
No restocking fee
Because the fault is ours, we never deduct a restocking or handling fee from a defective-item refund.
Order Cancellations
You can cancel any order at no cost, for any reason, at any time before it has been handed to the carrier. Email or call us and we will confirm the cancellation and refund the full amount, including any Canadian sales tax charged, within 10 business days. Once a tracking number has been generated, the order has already left our facility and follows the standard return process above instead of a cancellation.
How and When You're Paid Back
| Refund destination | The original payment method used at checkout — we never issue store credit unless you specifically ask for it instead. |
|---|---|
| Card processing time | Once we release your refund, your bank or card issuer may take a further 3–5 business days to post it to your statement — that step is outside our control but standard for card networks in both Canada and the United States. |
| Sales tax | Where HST, GST, or U.S. state sales tax was charged on the refunded item, the tax portion is refunded alongside the product price. |
| Import duties (DDP orders) | Because duties and brokerage fees are prepaid by Eazy Phones at checkout, any duty amount tied to a fully refunded item is refunded to you as well — you are never left covering duty on a device you returned. |
| PayPal & card payments | Refunds are returned to the same PayPal balance or card used for the purchase; we do not redirect a refund to a different account or card. |
Sending a Device Back to Ontario
Whether you're shipping from within Canada or from anywhere in the United States, the prepaid label we send you already accounts for the cross-border movement of your parcel back to our Vaughan, Ontario facility.
Carriers
Return labels are issued through DHL Express or FedEx — the same carriers used for outbound delivery — so tracking stays visible in one place from purchase to refund.
Customs paperwork
For U.S.-to-Canada returns, the label includes the return-merchandise customs documentation required to cross the border without you paying a separate brokerage fee.
Destination
All returns are received at 4140 Steeles Ave W, Unit 4, Vaughan, Ontario, L4L 4V3, Canada — please do not ship a return to any address other than the one printed on the label we send you.
Warranty Coverage Continues Separately
This policy governs the 30-day return window. It is separate from, and does not replace, the manufacturer or seller warranty that comes with every device we sell, which continues to cover manufacturing defects after the return window closes. If a device develops a fault outside the return window, contact our support desk and we will guide you through the applicable warranty claim rather than the return process described above.
The Consumer-Protection Rules Behind This Policy
Because we ship only within Canada and the United States, this policy is written to meet the return, refund, and disclosure standards that apply in both countries — not a generic template borrowed from a jurisdiction we don't ship to.
Ontario Consumer Protection Act, 2002
Governs cancellation rights, refund timing, and disclosure requirements for internet sales agreements entered into with Ontario-based consumers, and sets the floor our return process follows for every Canadian order.
Provincial Consumer Protection Statutes
Other Canadian provinces maintain their own consumer protection legislation. Where a provincial rule grants stronger return, cancellation, or disclosure rights than this policy, the stronger provincial right applies to that order.
PIPEDA
Information provided to request a return — name, order number, and contact details — is used only to process that return, in line with Canada's federal private-sector privacy law and our Privacy Policy.
FTC Mail, Internet, or Telephone Order Rule
The U.S. Federal Trade Commission rule requiring merchants to ship within the promised timeframe or offer a refund — consistent with the delivery estimates on our Shipping Policy and the cancellation rights described above.
Fair Credit Billing Act
U.S. cardholders keep their right to dispute a charge directly with their card issuer if an item is not delivered as described — a right this policy does not limit, replace, or waive in any way.
State Consumer Protection Statutes
U.S. customers are additionally protected under their state's consumer-protection and deceptive-trade-practices laws, which this policy is designed to operate alongside rather than override.
Magnuson-Moss Warranty Act
The federal law governing how written consumer-product warranties must be disclosed in the U.S. — the reason we keep warranty terms separate from, and don't fold them into, this return and refund policy.
Sales Tax Refund Treatment
Where sales tax — HST or GST in Canada, state sales tax in the U.S. — was charged on a refunded item, the tax portion is refunded along with the product price, not withheld.
This section is provided for transparency and does not constitute legal advice. For the binding terms that govern your order, refer to this policy in full together with our Terms of Service.