Effective Date: October 3, 2026

1. General Policy Overview

ADZIL PHONE Sàrl-S, operating the e-commerce website at www.adzilphone.com with registered address at 14 Route de Longwy, 4830 Rodange, Luxembourg, contact email dewd@adzilphone.com and telephone number +352 2665 4606, has crafted this Refund and Returns Policy to be fully compliant with the EU Consumer Rights Directive 2011/83/EU and applicable Luxembourg consumer protection laws, specifically tailored to our curated catalog of stylish protective phone cases and durable Type-C tech accessories.

A core non-negotiable rule of our store policy is that ‌we do not support any “refund only” requests under any circumstances, unless we are found to have sent you a completely wrong item that does not match your original order at all‌. All eligible return submissions must include the full return of the physical product you received from us before any refund process can be initiated. This policy is designed to create a fair, transparent shopping environment for all 50,000+ of our valued customers across Europe, while preventing fraudulent misuse of our return system that would ultimately raise costs for every member of our community. Every clause laid out in this document applies to all purchases made through our website, no exceptions.

2. Eligibility Criteria for Returns

To qualify for our return process, all of the following requirements must be fully met:

1. You submit your formal return request no later than 14 calendar days from the exact date you received your ordered item. This 14-day window aligns with the standard EU consumer cooling-off period.
2. The product you wish to return must be in its original, unused, resellable condition. No signs of wear, scratches, damage caused by improper use, or attempts to disassemble the product will be accepted. All original retail packaging, user manuals, and included accessories that came with the item must be returned together with the product itself.
3. You must provide your original order number, a valid proof of purchase from our www.adzilphone.com website, and clear photos of the product showing no signs of damage or misuse when submitting your return request.
4. As explicitly stated in our core policy rule, you are required to send the physical product back to our designated return address before any review or refund processing begins. We will never issue a full or partial refund to customers who choose to keep the purchased product while requesting monetary reimbursement. This no “refund only” rule applies to all product categories, including our full range of phone cases, Type-C adapters, charging cables, hubs and other tech accessories.

Items that do not qualify for return include custom engraved or personalized phone cases made to your unique specifications, and sealed audio accessories such as Type-C to 3.5mm DAC dongles that have been opened after delivery due to hygiene protection requirements.

3. Return Process Step by Step

The official return workflow on www.adzilphone.com follows a clear, streamlined procedure that strictly enforces our no “refund only” rule:

1. First, send your complete return request to our dedicated support team at dewd@adzilphone.com, with your order number, clear photos of the unused product, and a brief reason for your return application.
2. Our support team will review your request within 2 business days, and send you an official approval notification alongside the designated authorized return shipping address. Unsanctioned returns sent to our registered company address without prior approval will not be processed.
3. You are responsible for covering the full cost of the return shipping fee, unless the returned product is confirmed to have a manufacturing defect upon our inspection. We strongly recommend using a tracked, insured courier service for your return shipment, as we cannot take responsibility for items lost or damaged in transit during the return process.
4. Once we receive your returned package, our quality control team will conduct a full inspection to verify the product meets all our return eligibility criteria. We will never approve any refund before we have successfully received and inspected your returned physical item.
5. After successful inspection approval, you may choose to receive an identical replacement product or store credit equal to the full value of your original purchase. Full cash refunds will only be issued if we are completely unable to provide a suitable replacement product for your returned item. Under no circumstances will we issue a cash refund while you retain the product you ordered.

4. Exceptions and Special Circumstances

In the rare scenario that you receive a product with confirmed manufacturing defects, or we shipped you an item that is completely different from what you ordered, our customer support team will cover the full cost of your return shipping, and you may select between a free expedited replacement or a full store credit. Even under these special circumstances, we still require you to return the incorrect or defective physical item before we process any replacement or credit arrangement, with no “refund only” options made available.

If your return request is rejected because the item you sent back shows signs of misuse, damage, or missing components, we will contact you to arrange the shipment of the item back to you, and no refund or store credit will be issued.

5. Contact Information

If you have any questions about this Returns and Refund Policy, you may reach out to our customer support team at any time via email at dewd@adzilphone.com, telephone at +352 2665 4606, or post to our registered address at 14 Route de Longwy, 4830 Rodange, Luxembourg. All enquiries will be responded to within 2 business days.