Warranty, Return and Refund policy

Dear customer, YEZZ wants to thank you for choosing us as your smartphone and electronics brand.  We are certain that you are extremely satisfied with your purchase as our products are manufactured with the highest quality standards.

YEZZ is the only brand that, regardless of where you purchased your YEZZ product, we offer warranty throughout Latin America. For more information about the location of our Customer Service Centers, click here.

Depending on the product, the warranty is as described:

 

Product Time
Smartphone 12 months
Inbox accessories (battery, earphones) 3 months
Parts 1 month

 

We are here to help you through the process, in case you would like to:
  1. Activate your warranty
  2. Request a return and refund
  3. Request a change of product

 

HOW TO VALIDATE YOUR WARRANTY?

If you would like to activate your warranty, please follow these instructions:

  1. Go to myyezz.com and click on the Support link where you will find information on how to contact us:
    1. Live chat, located on the lower right side of the Support page
    2. Email address: support@myyezz.com
  1. Once you contact our Customer Service Center, we will begin the process of assigning you a case number for which we will require the following information:
    1. Full name (or company name)
    2. Phone number for contact
    3. Detailed address: street, avenue, number, sector, zone.
    4. Country, state and city
    5. Purchase date
    6. IMEI number: located on the back of your smartphone, under the battery. If your unit has more than one IMEI, please provide us with the IMEI #1
    7. Detailed description of the failure.
    8. If the failure is related to any of the accessories, please indicate which accessory you will send along with the unit.
  1. After Customer Service enters your data into the system, you will be assigned a case number and an Authorized Service Center where you can send your unit for repairs.
  1. Once we receive your smartphone, you will be able to request the status of the repair with the case number you have been assigned. Please keep in mind that the time for the repair process could take up to 7 business days from when the unit is received at our Authorized Service Center.
    If complications arise, the maximum time for the repair process will follow the guidelines established by the legislation of each country.
  1. Once the unit has been repaired, it will be returned to the physical address that you offered in your first contact with our Customer Service Center. The return shipping will be covered by YEZZ.
  1. The warranty period of your smartphone is established by the legislation of the country where you purchased the unit.
  1. The accessories (headphones, charger, and battery) have a three (3) month warranty.

 

OUT OF WARRANTY CASES

  1. Smartphone and accessories (including the packaging) damaged by abuse, accident, different use than specified in the user’s manual and/or poor environmental conditions.
  2. Damage caused by voltage or frequency fluctuations.
  3. Damage caused by dirt, water or any other strange body inside the smartphone.
  4. Modifications or voltage conversions or different frequencies in the final product.
  5. Smartphones and accessories repaired by an unauthorized service center.
  6. Smartphones and accessories with serial number (IMEI) altered or illegible.
  7. Expired warranty.
  8. Smartphones used with generic accessories, such as batteries that have been charged with generic products not recognized by YEZZ.
  9. Wear due to the use of the smartphone such as: scrapes, bumps or falls, misuse, wear on the camera lens, battery or screen. Any of these damages will void the warranty for the entire smartphone.
  10. Virus due to the installation of unsafe third party applications.
  11. Water damage sensor activated.

 

RETURNS AND REFUNDS

      U.S. STANDARD RETURN POLICY

      Once you purchase a smartphone through our e-commerce, www.myyezz.com you can return it within fourteen (14) days of the date you receive the product.
       
      The return and refund policy doesn´t apply if the products are in the following conditions:
      1. Products damaged by scrapes, bumps or falls, misuse, wear on the camera lens, battery or screen.
      2. Products not purchased through myyezz.com
      3. If your smartphone is more than 14 days from purchased date and presents any irregularity, please check our warranty policy in the first part of this section or go to myyezz.com/service-providers

       

      HOW TO RETURN A PRODUCT

      1. Contact us

      Please contact our Customer Service Center at support@myyezz.com with the invoice number and contact information.
      1. How to send your smartphone?

      After you contact our Customer Service Center you will receive an email with a prepaid shipping label that you must print and stick to the package.
       
      We do not accept returned products without YEZZ Store’s authorization and a prepaid shipping label.
       
      We suggest you remove all personal and sensitive information from the smartphone, SIM cards and memory cards before returning the product. The smartphone must be sent with the original packaging, including accessories, manuals and other documentation.
       
      If after fifteen (15) days from receiving the prepaid shipping label you haven´t sent the package, the label will be cancelled and your return will not be processed.

       

      REFUNDS

      Usually it takes 2 to 3 weeks to issue a refund, however most cases are solved from 7 to 10 business days after we receive and process your return. Refunds are issued according to your original payment method:
       
      If you paid with credit card, refunds will be sent to the bank that issued the credit card five business days after the approval of the reimbursement. Contact your bank if you have questions about when the credit will be applied to your account.
       

      REIMBURSEMENT FOR VOLUME PURCHASES

      In addition to the standard return policy, the following conditions apply for volume purchases (6 or more products per order or across multiple orders) of the same product:
        • May be returned with seven (7) days of receipt of the product.
        • Will be subject to a restocking fee of 25% per item.
        • Must be returned to our warehouses in MIAMI, FL., and the shipping cost will be the clients responsibility.

         

        PARTIAL REFUNDS AND RESTOCKING FEES

        If You Return You'll Receive
        Items in original condition past the return window 100% of the item's price
        Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to a store’s error The refund will not proceed. The item will be returned to the customer in the same conditions.

         

        REQUEST A CHANGE OF PRODUCT

        If for any reason, not attributable to the store, you purchased an incorrect product, you can request the following:
        1. Return the product with refund (see the refund request process above)
        2. A return with product change.

         

        1. Contact us

        Please contact our Customer Service Center at support@myyezz.com with the invoice number and contact information.

        1. How to send your YEZZ product?

        After you contact our Customer Service Center you will receive an email with a prepaid shipping label that you must print and stick to the package.

        We do not accept returned products without YEZZ Store’s authorization and a prepaid shipping label.

        We suggest you remove all personal and sensitive information from the smartphone, SIM cards and memory cards before returning the product. The smartphone must be sent with the original packaging, including accessories, manuals and other documentation.

        If after fifteen (15) days from receiving the prepaid shipping label you haven´t sent the package, the label will be cancelled and your return will not be processed.