Products sold by FeelsBrandNew fall into the following categories:

The condition of every product is clearly disclosed on the product page and invoice.

FBN follows a Replacement-First Resolution Model. Where an eligible issue is verified under this Policy, the Company will first attempt to provide a replacement solution before considering any other remedy.

The Company reserves the right to determine the most appropriate resolution including:

• Like-for-like replacement
• Equivalent replacement
• Repair of the product where the Company determines that the reported issue can be effectively resolved without replacement
• Dispatch of missing accessories
• Store credit
• Refund where replacement is not reasonably possible

Returns or replacements may be considered only in the following circumstances:

The following shall not constitute valid grounds for return, replacement or refund:

• Change of mind
• Buyer's remorse
• Preference change
• Finding a lower price elsewhere
• Accidental order placement
• Duplicate purchase
• Subsequent discounts, promotional offers, exchange offers, cashback offers, or financing offers
• Changes in market pricing after purchase
• Gift recipient dissatisfaction
• Subjective dissatisfaction
• Software or operating system preferences
• Application incompatibility
• Corporate network restrictions, or school or employer device restrictions
• Unsupported software
• User-created software or account issues
• Virus or malware infection
• Forgotten passwords or locked accounts
• User-induced physical damage
• Liquid damage after delivery
• Device misuse
• Normal wear consistent with disclosed cosmetic grading
• Battery performance expectations differing from manufacturer estimates
• Battery swelling, bulging, overheating, or degradation resulting from improper charging, overcharging, continuous charging, misuse, or neglect shall be treated as customer-induced damage and excluded from all return, replacement, refund, and warranty claims
• Cosmetic characteristics consistent with disclosed grading
• Open-box, activated, inspected, tested, displayed, unsealed, repackaged, or previously handled products where such condition was disclosed at the time of sale
• Packaging condition, seal condition, activation status, or box condition alone shall not constitute a defect
• Wireless performance variations relating to Bluetooth, NFC, Wi-Fi, cellular connectivity, pairing, synchronization, signal strength, wireless range, audio latency, environmental interference, telecom providers, or third-party devices
• Sound quality preferences, bass response preferences, microphone quality expectations, volume expectations, wireless range expectations, latency concerns, or subjective dissatisfaction with audio characteristics
• Cable fraying, bent connectors, broken pins, damaged insulation, loose connections, twisting, stretching, crushing, improper storage, pet damage, rodent damage, liquid exposure, voltage fluctuations, power surges, misuse, or unauthorized modification of chargers, cables, adapters, accessories, speakers, AI devices, or other products
• Unauthorized repairs, unauthorized modifications, rooting, jailbreaking, firmware modification, operating system modification, component replacement, tampering, removal of security seals, or third-party servicing
• Serial-number mismatch, IMEI mismatch, altered identifiers, substituted devices, substituted components, fabricated evidence, fraudulent conduct, false statements, or inability to verify the product against Company records

To protect both customers and the Company from fraud and shipping disputes, a continuous, unedited, uninterrupted unboxing video is mandatory for claims involving: transit damage; wrong item received; missing accessories; physical condition disputes. Customers must provide a continuous, unedited unboxing video.

The video must:

• Begin before opening the package
• Clearly show the shipping label
• Show all sides of the package
• Capture the entire opening process
• All included accessories
• Physical condition of product
• Clearly show the alleged issue

All claims are subject to verification. FeelsBrandNew may: conduct remote diagnostics; request additional evidence; verify serial numbers and IMEI numbers; inspect the returned product; perform technical testing.

Customers must provide: order number; invoice copy.

Prior to dispatch, FBN records and maintains digital records including: IMEI numbers; serial numbers; hardware identifiers (usb, vga/hdmi, lan ports); cosmetic condition records; internal quality reports (battery health, keyboard functionality, mike, camera, touch pad, speakers, Hard disk health, RAM testing, WIFI/bluetooth testing); device photographs; security markings (warranty seal should not be broken); component specifications.

If any returned device: contains substituted parts; contains missing components; contains altered serial numbers; contains tampered security markings; does not match dispatch records; the claim shall be rejected immediately.

Where available, FeelsBrandNew will provide a replacement matching:

• Product category
• Brand
• Model
• Screen Size
• Storage capacity
• RAM configuration
• Processor category
• Cosmetic grade

Because refurbished inventory is unique, identical replacements may not always be available. Where an identical unit is unavailable, FeelsBrandNew may provide an equivalent replacement.

An equivalent replacement may match:

• Device category
• Intended functionality
• Screen size range
• Storage capacity
• RAM configuration
• Processor class
• Cosmetic grade

FeelsBrandNew does not guarantee:

• Identical serial numbers
• Identical IMEI numbers
• Identical manufacturing dates
• Identical battery health percentages beyond the disclosed minimum threshold
• Identical cosmetic markings
• Identical internal component manufacturers

Refunds may be offered only when: repair is not feasible; replacement is unavailable; equivalent replacement is unavailable. Refunds will be processed through the original payment method wherever possible.

Customers acknowledge that refurbished products are pre-owned devices that have been tested, restored and certified for resale. Normal signs of prior use consistent with the disclosed cosmetic grade are not defects.

Examples include:

• Minor scratches
• Minor scuffs
• Keyboard shine
• Light casing marks
• Minor paint wear

Battery health is assessed according to the minimum threshold disclosed on the product page.

Battery performance may vary depending on:

• Usage patterns
• Charging habits
• Environmental conditions
• Software updates

Natural battery degradation does not constitute a defect.

The following products are sold as brand-new products:

• AI Glasses
• Bluetooth Speakers
• NFC Speakers
• Chargers
• Cables
• Adapters
• Accessories

For hygiene, security, anti-tampering and product-integrity reasons: AI Glasses, NFC Speakers and Bluetooth Speakers become non-returnable once:

AI functionality may depend on:

• Third-party services
• Cloud infrastructure
• Internet connectivity
• Manufacturer updates
• Subscription services
• Regional availability

Wireless performance may vary based on:

• Device compatibility
• Operating system versions
• Environmental interference
• Network conditions
• Firmware versions

Customers are solely responsible for backing up and removing personal data. FeelsBrandNew shall not be responsible for:

• Data loss
• Data corruption
• Recovery of deleted files
• Loss of photographs
• Loss of software
• Loss of licenses
• Consequential losses
• Business interruption resulting from data loss

Returned devices must be free from:

• iCloud Lock
• Apple Activation Lock
• Google Lock
• Microsoft Account Lock
• PIN Locks
• Passwords
• Enterprise Management Profiles

Devices returned with active locks may be rejected.

Devices that remain linked to, enrolled in, controlled by, or restricted through any company, corporate, educational, governmental, enterprise, or third-party administrative management system shall not be eligible for inspection, replacement, refund, or warranty service until such restrictions have been fully removed.

Returns may be rejected if any of the following are detected:

• Device opening
• Component replacement
• Unauthorised repairs
• Liquid damage
• Physical abuse
• Jailbreaking
• Firmware modification
• Third-party servicing

Every device is recorded using:

• Serial numbers
• IMEI numbers
• Asset identifiers
• Internal inventory records
• Product photographs

Claims involving mismatched devices, substituted components, False statements, Fabricated evidence, Part swapping, Intentional damage, Serial-number mismatch, Identity fraud or altered identifiers will be rejected.

Customers agree to first allow FeelsBrandNew a reasonable opportunity to investigate and resolve any issue before initiating a payment dispute or chargeback. Fraudulent or bad-faith chargeback claims may be contested using order records, delivery records, inspection records, device identifiers, customer communications and supporting evidence.

Replacement and resolution timelines may be extended due to events beyond the Company's reasonable control including:

• Natural disasters
• Wars
• Floods
• Earthquakes
• Pandemics
• Government actions
• Customs delays
• Transportation disruptions
• Cybersecurity incidents
• Supplier shortages
• Strikes
• Labour disputes

To the maximum extent permitted by law, the Company's total liability shall not exceed the purchase price actually paid by the customer for the product giving rise to the claim. The Company shall not be liable for indirect, incidental, special, punitive or consequential damages.

Nothing in this policy limits any rights that cannot lawfully be excluded under applicable consumer protection laws.

All claims are subject to inspection, technical verification, fraud screening and compliance review.

FeelsBrandNew reserves the right to approve, reject or propose an alternative resolution based on the specific facts of each case.

The Company reserves the right to amend, revise, or withdraw this Policy at any time without prior notice. The version of this Policy in effect at the time of purchase shall govern the Customer's claim. It is the Customer's responsibility to review this Policy before making a purchase. Continued use of the platform following any amendment shall constitute acceptance of the revised Policy.