Every phone we sell is graded, tested, and checked for IMEI status and Activation Lock before it leaves the United States. If something is still wrong when your phone arrives, here is how we make it right.
Check your phone on delivery
Before you accept the phone, please test it: power it on, put in a SIM and make a call, dial *#06# to confirm the IMEI matches, and make sure it is not asking for someone else’s Apple ID. A quick check now is the fastest way to catch a problem.
What is covered
We cover these problems:
- The phone will not power on
- It is locked to another Apple ID (iCloud or Activation Lock)
- It is passcode locked
- It is blocked on networks because the IMEI is blacklisted
- A key function does not work
- It is not the grade you were sold
Report it within these windows
- Dead, locked, or blacklisted phones: within 48 hours of delivery.
- Other faults or wrong grade: within 7 days of delivery.
These windows are short on purpose. We ship from America, and our supplier gives us a limited time to return a phone, so reporting quickly is what lets us help you.
What is not covered
- Change of mind. We cannot accept change-of-mind returns, because each phone is shipped from the United States for your order.
- Damage after delivery, including cracked screens and liquid damage.
- A lock you added yourself. Please remove any lock or account before returning.
How to request a return
- Go to returns and enter your order number, the email you used at checkout, your IMEI, and the reason.
- If your request is covered and within the window, we send you an RMA number and our Nigeria return address by email. We do not accept returns without an RMA number.
- Clear iCloud and any account locks, keep the accessories, and make sure the IMEI still matches.
- You cover the cost of return shipping, the same as our own supplier requires of us. Write the RMA number on the package and send it to the address we give you.
What happens next
Once your return is received and inspected, we will email you to confirm the outcome. If it meets the return conditions, we will replace it where we can. If we cannot replace it, we refund you through Veend, and your Veend financing is reversed so you are not left owing money on a phone you returned. If it does not meet the conditions below, we will contact you and arrange to return it to you. We aim to process refunds quickly and will send you a written summary.
Conditions for a return to be accepted
- iCloud, Activation Lock, and any account locks removed.
- The IMEI matches the phone we shipped.
- The item must be in the same condition as it was received, not damaged or altered after delivery.
- The item must be returned in its original packaging, including any documentation and accessories.
- The return must be accompanied by your proof of purchase (your order number and the email used at checkout).
Questions
Email support@veendhq.com with your order number. For anything that is not a covered defect, we will still try to help.
Operated by VeendHQ Inc. Timelines and terms follow the Veend agreement and Nigerian consumer rules.