frequently asked Questions

Our products

What are the advantages of a refurbished iPhone compared to a new iPhone?

The price of a refurbished iPhone is 30 to 70% cheaper than a new iPhone. With our iPhones you will not find any functional problems of our iPhones as all the batteries and display are replaced by Profils. Here's how to get an almost new iPhone.
The battery capacity of our iPhones is usually between 90% and 98%. We guarantee that the capacity of all cell phone batteries received is over 85%.
At the same time, buying a refurbished cell phone also means that you are doing something for the environment: producing a new cell phone requires a lot of energy, which releases CO2. By purchasing a refurbished phone, you avoid contributing to these emissions.

Used vs. refurbished iPhone: What's the difference?

A used iPhone is a smartphone that was previously used by another owner and is resold unchanged. It has not been completely overhauled. It is therefore unclear what condition the iPhone is in and whether it meets your needs.
A refurbished/refurbished iPhone is a smartphone that has already been used and loved by a previous owner. Unlike a used iPhone, it was then completely refurbished by certified refurbishment companies. The refurbished iPhone was tested and repaired for possible malfunctions. It is now an iPhone that is in perfect condition.

A refurbished iPhone sold by Fonevent comes with a warranty of 24 months and 30 days to test the product. They are checked, tested and approved by our professional technical team to ensure that the phone is 100% functional, perfectly cleaned and guaranteed. We sell products with the best looking mobile phones, buy with confidence from Fonevent.

What are the differences between the optical states?

The refurbished smartphones sold by FE are divided into three categories based on the appearance and function of the phone. They are inspected, tested and verified by our team of experts to ensure phones are 100% functional. The refurbished iPhones sold by FE come with a 24-month warranty and a 30-day return policy. The products you purchased correspond to the following conditions:

Terrific:
  • Cosmetic condition: Superficial micro-scratches on back and glass, screen in perfect condition
  • Battery capacity ≥ 85%
  • Test profile at least 3 times
  • 100% working, reset, data wiped and unlocked
  • 74 test points on all our devices (Wifi, Bluetooth, Touch, etc.)
  • 24 month guarantee
  • 30 days return policy
Very good:
  • Cosmetic Condition: Possibly light wear on back and glass, very minor wear on screen
  • Battery capacity ≥ 85%
  • Test profile at least 3 times
  • 100% working, reset, data erased and unlocked
  • 74 test points on all our devices (Wifi, Bluetooth, Touch, etc.)
  • 24 month guarantee
  • 30 days return policy
Good:
  • Cosmetic condition: Possibly significant signs of wear on the back glass and screen
  • Battery capacity ≥ 85%
  • Test profile at least 3 times
  • 100% working, reset, data erased and unlocked
  • 74 test points on all our devices (Wifi, Bluetooth, Touch, etc.)
  • 24 month guarantee
  • 30 days return policy
What is the condition of the batteries in Fonevent smartphones?

All batteries are tested, checked and certified by Fonevent experts.
The battery capacity of our cell phones is usually between 90% and 98%. No matter what condition you choose, we guarantee that all phones we receive will have a battery capacity greater than 85%. About battery saving tips , please see our blog.
Batteries are consumables and you have three months to report battery issues and have the battery replaced.

What accessories come with my smartphone?

All of our refurbished products come with new and compatible accessories for you. Our complete packages include:

  • 1) Charging cable
  • 2) SIM card ejection tool

Please note that our accessories are not original: For most products the accessories are compatible and not original. However, don't worry, they work just as well as the original accessories and are covered by the same warranty conditions as the products.
We also offer Accessories such as Bluetooth headphones and wired headphones, external batteries, protective cases for mobile phones and hardened display films.

What guarantee does Fonevent provide for the products?

The refurbished iPhone sold by FE comes with a 24-month warranty and 30-day return policy. The logistics costs are borne by us (not including Switzerland).
Any problems with the hardware of the phone that are not caused by human damage or malfunction of the phone are covered by our warranty.
Any malfunction due to human fault (oxidation, dropping, wet...) and accessories are not covered by our warranty.
The battery capacity of our iPhones is usually between 90% and 98%. We guarantee that the capacity of all cell phone batteries received is over 85%.
You have three months to report any problems with the battery and have it replaced.
If you have any problems, please contact our customer service by email: service@fonevent.com
We will email you the return label.

Would you like a 36 month guarantee?

We offer an extended warranty our products come with a 24-month warranty, and you can upgrade to a 36-month warranty for €15.

Place an order

Which payment methods are accepted at Fonevent?

We support Stripe, Paypal and Klarna (installment payments). If you have problems paying, we recommend you change your credit card or payment method and try again. Our partner Klarna can pay in three installments. The first payment will be debited once the order is processed and the next 2 payments will be debited automatically every 30 days.

Can you pay in installments?

You have the option to pay for your order on the website in 3 or 4 installments. We support installment payments from Klarna and Paypal. To do this, you should select this option only once on the payment page and follow the instructions. The cell phone will be sent immediately after the first payment, then the amount of your installments will be debited from you in the following months.

What should I do if my order fails?

If your order fails:

  1. 1 - Check if you have the necessary money in your bank account.
    2 - If you do not receive a 3DS code to verify your purchase, please contact your bank.
    3 - Change your bank card or payment method and try again. We support Paypal, Stripe, Klarna (payment in installments) and also other payment methods.

You can try placing an order again using the above method.

Why am I receiving an error message when making payment and what should I do?

You entered your bank details and clicked "Confirm" and an error message appears. In this case, the order was not placed and no debit was made to your account. There are 2 main reasons for failed payments.

  • 1-Bank Security: Fonevent has a security system called “3D Secure”. It allows you to use your bank card with confidence on a wide range of Internet sites. When entering your bank details, you will be redirected to a security page from your bank that will ask you for a verification code, which will be immediately sent to your mobile phone. After this confirmation, the payment will be released.

    2-Error on the part of your bank: A failed payment can also be a result of a decision made by your bank. Spending limit reached, not enough money in the account, foreign or expired bank card - the reasons can be different. In this case, you should contact your bank or advisor and explain the situation. They will be able to give you a fair answer that will allow you to place a new order without any problems!

If your first order fails and you immediately place a second order that turns out to be successful, but you are concerned that both payments were successful, you can first contact your bank or advisor to inquire about the situation and they will help you verify the transactions from your account. If your bank confirms that both payments were successful, you don't need to worry, you can contact us by email and we will help you cancel the order. If the package has already been sent, you can simply refuse the package upon arrival and we will refund you as soon as the package is returned to our warehouse!

What should I do if I want to change my order?

If you change the information from your order, e.g. the address or the mobile phone model, please contact our customer service: service@fonevent.com . We will do our best to help you make changes to your order before shipping.

Can I cancel my order?

If you would like to cancel your order, please contact our customer service as soon as possible. Our representative will contact our warehouse to cancel your order.

Unfortunately, orders that have already been processed cannot be canceled. In this case, you can wait for the package to be delivered and then refuse to accept it upon arrival. We will refund you once the package is returned to our warehouse. This means that once you have received your package, you should send it back to us to receive your refund.

How can I cancel an order?

At Fonevent you have 30 days to test your device! If you change your mind or would like to receive a refund, you can do so by email at service@fonevent.com or via the website contact form apply for.

If a technical problem occurs with the device and the customer wishes to return, exchange or repair the product, Fonevent will cover the costs for the return trip, inspection and repair of the product. But if the customer requests a return or exchange without any reason, the customer will bear the costs of round trip transportation, inspection and repair of the product.

Fonevent will send a prepaid logistics return label to your email address, along with the instructions you should follow to return the device. You should return the product within 15 days of the request. Once we receive your device, Fonevent will process refunds and exchanges within 3 business days.

If you would like to request a replacement or further diagnosis, the 24 month warranty applies. The device will then be repaired or replaced, depending on the case.

How will I be refunded if I pay with a credit or debit card?

The amount of your refund will be sent to the credit or debit card you used to make the purchase.

Delivery

How long does the delivery take?

Our warehouse is located in Germany, France and Hong Kong (Please don't worry if you receive the product from HK. We will cover all costs including customs) and delivers to all EU countries, with free shipping on all products ( above 35€) . If you place your order before 12pm , it will be delivered within 24 hours . You can now also cancel the order before delivery. We will inform you of the tracking number after delivery. Normally delivery is organized within one working day (not including Saturday and Sunday). The delivery time is approximately 2 to 3 working days. If there are logistical problems caused by the weekend or other irresistible factors, it usually takes 2 to 5 working days. The total delivery time does not exceed 5 working days. Our partners for transport are Chronopost, Colissimo, DPD, FEdex and DHL .

How much does delivery cost?

At Fonevent you have two delivery options available:

  • For orders over 35€, delivery is free and is taken care of by Fonevent;
    For orders under 35€, the delivery cost is 5.99€;
  • In Switzerland the delivery cost is €20.
Which transport partners do we cooperate with?

Our transport partners:

  • In Germany are DPD and DHL ;
    In France and Belgium , Chronopost, Colissimo and DPD .

Delivery will arrive within 48 hours if you order before 2 p.m.

How can I check the status of my package?

You can track the status of your package at any time on our website at the following link: https://fonetrack.aftership.com/ . There you can call up the status of your package using the tracking number of your package or the order number.

There are different status types of your package:

  • Confirmed order: We have already confirmed your order.
    In preparation: Your package is already ready to be sent, but is not yet on the way.
    Shipped: Your package is on its way to you! You can use the tracking number or order number to check the status of your package.
    Delivered: Our transport partner has successfully delivered the package to you!
What should I do when I receive my package?

When you receive your package, please check the overall condition of the package and the warranty tape in the presence of the delivery person. If in doubt, please check the contents of the package immediately in the presence of the delivery person.

If the packaging is undamaged: You can accept the package.
If the packaging is slightly damaged: If you decide to accept the package, please ask the delivery person to determine the damage to the package.
If the packaging is severely damaged or has been opened: We recommend that you do not open the package, reject it and contact our customer service immediately via email service@fonevent.com.

Can I change my delivery address?

We support the change of delivery address and ask you to contact us by email: service@fonevent.com.
Our team will do our best to change the address before shipping. But if the package has already been shipped, you should contact our logistics partners to change the shipping address as much as possible for you.

What should I do if logistical problems arise?

If you encounter logistical problems, such as a long non-delivery time, a package that appears to be signed for but you have not received it, and other problems, we recommend that you take the following two steps:

  • 1) You can check the current status of your package and the logistics service provider via our official aftership link check.
    We strongly recommend that you first contact the logistics provider as this will speed up the resolution of the problem in this case. You can then contact us for further information.
    2) In the meantime, you can contact us via email. We will obtain your relevant evidence (complaint documents and passport photos) and send them to the transport service provider to initiate an investigation and help you defend your rights and interests.

However, since the logistics company's investigation into the customer's complaint is much shorter than the merchant's, we highly recommend that you contact the logistics company to complain at the first time.

The package was sent to me, but the outer packaging arrived damaged/incorrect weight (or suspected damage/incorrect weight). What should I do?

Although Fonevent is responsible for the delivery of the products you purchase from the Fonevent online store, the risk of loss or damage in connection with those products passes to you or the third party you designate if you or the third party you designate third person signs the delivery note. Title to the product passes to you when the carrier picks up the product from our warehouse. You will then receive an email notifying you of the shipment. In addition to your personal signature, the signature of a family member living with you or a third party nominated by you, or your instruction to the carrier to deliver the product to the named location, will also be deemed to be your personal signature and delivery of the product will be carried out.

So if you encounter any problems or suspect logistical issues during the delivery of your package, please take the following measures:

In the presence of the freight forwarder, you should register any reservations on the signature sheet provided. Your reservations should be accurate, complete, dated and signed. They are intended to enable us to determine the type of goods damaged or lost, the number of items affected and the extent of the damage. (If you receive your package without reporting your problem, we will make every effort to investigate your complaint, but it is likely that your objection will be rejected.)

You should then contact us within three days, preferably on the day of receipt, so that we can resolve the issue as quickly as possible. In addition, we recommend that you contact the logistics service provider with a complaint, as this has a better chance of success.

My package's tracking says "delivered" but I haven't received it, what should I do?

In such cases it is difficult to say what exactly happened during delivery. What is certain is that you still have not received your package even though it was delivered according to tracking. In this case we have to open an investigation with the transport company. For this examination you should take the following measures:

Please inform us by email with the subject [transport company investigation - supporting documents]. We will then send you a sample letter that you should fill out and send back to us together with your ID card on both sides.

The investigation may take up to 30 days, after which we will return a product to you or issue a refund, depending on your request.

We will contact the transport company regularly to get a response as quickly as possible. We will accompany you every step of the way and are available to provide you with further information.

In addition, we recommend that you contact the transport company yourself to resolve the issue more quickly.

Does Fonevent buy (partially) defective devices?

No, we do not purchase defective devices that are not fully functional or have a damaged display via our website. To purchase online, devices must be fully functional. All our devices are tested before they go on sale. We have a testing unit that certifies and validates the products from both a technical and aesthetic point of view.

After ordering, the product is linked to your order and enters the logistics chain, where it is cleaned, packaged and shipped. During all these phases, the device is checked again (both in terms of aesthetics and basic functionality).

If a malfunction is detected in any of these phases, the shipment of the device will be blocked. But don't worry, we have a guaranteed stock that allows us to select a device that is 100% consistent with your original order. In rare cases we may offer you a different color to speed up shipping.

All of these steps ensure that your device is inspected and of optimal quality.

Guarantee and cancellation

What does our guarantee cover?

All issues not related to the customer's use are included; Below is a list of included issues:

  • 1. Network
  • 2.WIFI/Bluetooth
  • 3. Global positioning system
  • 4. Speakers, built-in headphones, microphone
  • 5. Camera (front and back)/flash
  • 6. Touch screen
  • 7. Charging port
  • 8. Face recognition
  • 9. Home button
  • 10. Phone won't turn on
  • 11. Vibration

The warranty is subject to the correct use of the product and compliance with the manufacturer's maintenance instructions. The warranty does not apply to the Conditions: Significantly Used, Bargain, and Broken, as well as excessive use or mishandling.

For more details see our warranty conditions.

I would like to withdraw from this purchase. What procedures should I follow?

All of our refurbished products come with a 24 month warranty. If your device breaks, you can contact us by email at service@fonevent.com or start an aftersales request in the personal center.

We will then send you a customer service form. The return and exchange processes will be communicated to you after reviewing your return request. After verification, a return label will be sent to you.

Who bears the costs for the return?

If the customer wishes to return, exchange or repair the products due to a technical problem, Fonevent will cover the costs for the return journey, inspection and repair of the products.

But if the customer wants to return or exchange the products without any reason, he will bear the costs of return travel, inspection and repair of the products.

Products returned or exchanged without reason may not affect secondary sales. Fonevent will process refunds and exchanges within three business days of receiving the products.

How long does it take for a product to be replaced?

If you exercise your warranty rights, the Fonevent team undertakes to return a functional product to you as quickly as possible (at the latest within 3 to 5 working days of receipt of the defective product).

How to take photos when reporting the warranty?

To avoid disputes about the condition of your product, please take clear, bright and ideally glare-free photos that show the device's buttons and ports.


Photos from smartphones should clearly show:

  • The device with the screen on (if possible).
  • The device with the screen turned off.
  • The back of the device
  • The left side
  • The right side
  • The top page
  • The bottom side

    You can see more details here .
Should I make a video when reporting the warranty?

If possible, we recommend that you record a video of the issue with your device to help our technical experts identify the issue.

I accidentally break my phone, can it be repaired under warranty?

Unfortunately, your iPhone will no longer be able to be repaired under our warranty if it has suffered physical damage that has resulted in glass parts breaking, or if the phone has been bent or damaged by water. This is what it says in our guarantee conditions .

However, if you feel that the relationship between you and your broken device has ended and it is time for something new (or refurbished), you can exchange it for money: the professional refurbishers on our platform will be happy to buy your broken device and give him a new life.

Should I delete my user accounts or eSIMs from the device before returning it?

If an iCloud, Google or Samsung user account or eSIM is still active prior to return, this will result in significant delays in processing your refund or exchange.

Regardless of whether you want a refund, repair or exchange, we ask that you deactivate your user accounts and eSIMs for several of the following reasons:

  • To protect your data and privacy;
    To enable the Seller to restore and repair the Device;
    To allow another person to use the device if it is resold.
My smartphone can no longer be switched on, what can I do?

Before initiating the return procedure, you should follow the following three procedures:

  1. 1. Check if the problem is not with the charger by trying to charge your smartphone with a different charger.
    2. Make sure there is no dust in the charging port that prevents contact with the charger;
    3. Try a force restart. The procedure varies depending on the model. Up to the iPhone 6S, press home and power at the same time. For models 7 and 8, press power and the volume down button at the same time. Starting with iPhone X, press and release the volume up button. Press and release the volume down button. Then press and hold the Power button.

We hope these procedures solve your problem. If this is not the case, we will initiate a procedure to return your smartphone.

How can I reset my phone?

In order for our team to process your device, you should reset it before returning it. Below we will explain how you can do this:

Be sure to back up your data before performing this process.
1. Go to the device's settings and click "General".
2. Then click "Transfer or Reset iPhone".
3. Then click on “Delete content and settings”.
4. Then click “Continue”.
5. Then click on “Finish download and then delete”.

If your data has already been uploaded to iCloud, you can click "Delete Now" directly.
That's it! Your device will now be reset and will be fully reset once it turns back on. Make sure to keep it charged during the reset so that it doesn't turn off during the process.

How do I report a cosmetic issue with my product?

If, upon receipt of your device, you determine that your product does not meet the definition of cosmetic condition that you ordered, we ask that you take photos of your device and send them to us at service@fonevent.com. We will review your request and decide how to respond. If your request is legitimate, we will exchange your product or provide compensation.

How do I turn off Activation Lock on an Apple device?

If you forget to turn off Find My before returning your device to us, you can turn off Activation Lock using Find Devices on iCloud.com.

If you still have the device, see the Apple Support articles Activation Lock for iPhone, iPad, and iPod touch .

  1. 1. In Find Devices on iCloud.com, click All Devices, then select the device you want to delete. If you can't see All Devices, it's because you've already selected a device . Click the name of the currently selected device in the center of the Find Devices toolbar to display the Devices list, then select a new device.
  2. 2. Delete device.
  3. 3. When the device is deleted, click Remove from Account. All content will be deleted and someone else can activate the device.

    Find out more details here .

Further questions? Contact us

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Contact

If you have any further questions, please contact Fonevent customer service by email at service@fonevent.com or via the contact form.

Unit 3221, No.1 Hung To Road, Kwun Tong, Kowloon 999077, Hong Kong

service@fonevent.com

Working day 9:00-17:00