Refund policy

We want you to be happy with your DialBop handset. Here is what we cover, how returns work, and what to do if something is wrong.

Every claim or return starts with an email to support@dialbop.com with your order number. Please do not send anything back until we have replied with instructions.

Costs follow responsibility. If the problem is on our side, such as a faulty handset or the wrong item, we cover it. If it is not, such as a change of mind, the wrong plug chosen, a wrong address or a parcel nobody collected, the costs are yours.

Every time limit in this policy counts from the delivery date shown in the carrier's tracking.

The 30-day guarantee

Your handset is covered for 30 days from the day it is delivered, against arriving broken, being damaged on the way, having a manufacturing fault, or not being the item you ordered. It is a guarantee against faults, not a money-back guarantee.

To make a claim, email support@dialbop.com within the 30 days with your order number, a short description of the problem and a photo or short video that shows it. Claims without a photo or video cannot be reviewed. Where it helps, we will ask you to try one or two quick checks first, such as your phone's sound settings or another port, because many sound problems turn out to be a setting rather than the handset.

Once we confirm the fault, we send you a replacement, free. Most of the time we will not ask you to send the original back, and where we do, we send the instructions and cover the postage. If we cannot replace it, because it is out of stock or the colour has been discontinued, we refund what you paid for it in full. If you ordered a pair or a trio and only one handset has a problem, we replace that one.

If a handset turns out to have no fault, or the damage happened after delivery, the guarantee does not apply and any postage is yours.

Changed your mind

If you no longer want your handset, you can ask to return it within 14 days of delivery. This is how it works:

1. Email support@dialbop.com within 14 days of delivery with your order number and the reason for the return.
2. We reply with a return authorisation and the address to send it to. Parcels sent without an authorisation cannot be matched to an order, which can delay or prevent a refund.
3. Send the handset within 14 days of our authorisation, at your own cost and with a tracked service, and email us the tracking number. Tracking is required.
4. When it reaches us we inspect the handset and its box in detail, and we refund you once both pass.

You pay the return postage and the packaging, and we do not provide return labels. The parcel is your responsibility until it reaches us, so pack it well and use a tracked service: loss or damage on the way back is not covered.

The handset and its box both have to come back in perfect, resaleable condition. The handset must be complete with its cord, any adapter and everything else that was in the box, with no marks, scratches or signs of wear. The original box must be undamaged, with no writing, labels or tape on it, so place it inside a separate shipping box. We review every return in detail, and if anything is missing, damaged, marked or worn, on the handset or on its box, we reduce the refund by the value it has lost, up to the full amount.

Choosing the right connection

DialBop comes in three plug versions, USB-C, Lightning (shipped with the adapter in the box) and 3.5 mm, and you choose one for each handset on the product page. Please check which port your phone has before you order; the plug guide at dialbop.com/pages/which-plug-retro-handset-iphone-android lists every current iPhone and Android. If you are not sure, email support@dialbop.com before you buy and we will help you work it out. We would much rather spend a minute on that than have you receive the wrong one.

Choosing the version that does not fit your phone is not a product defect, and it is not covered by the guarantee above. Email support@dialbop.com first: depending on your phone an adapter can often bridge the two, and we will tell you which one works with your handset and your model. Adapters vary, so ask us before you buy one rather than after.

If you would still rather swap or return it, that is handled as a change-of-mind return, under the conditions above. The return postage, and the postage for any replacement we send, are paid by you.

What counts as a defect

Product characteristics shown or described on the product page, including the handset's design, colour, cord length and its normal audio character, are not defects.

A genuine fault is. If the sound is far quieter than it should be, the microphone does not pick up, or something has clearly gone wrong with the unit, that is covered and we would rather you told us.

If your parcel does not arrive

If tracking has stopped moving and the parcel has not been marked as delivered by the end of the estimated delivery window in our shipping policy, email support@dialbop.com with your order number and we will open a claim with the carrier. Please do this within 30 days of the end of that window, because carriers only accept claims for a limited time. Where the carrier confirms the parcel is lost in transit, we send a replacement, or refund you in full if we cannot.

DialBop is not responsible for parcels that are lost, stolen or damaged after the carrier has marked them as delivered. If tracking shows your parcel as delivered but you have not received it, please contact the carrier directly and file a claim. When reviewing shipping-related claims we rely on the carrier's tracking and delivery confirmation.

If the address was wrong or nobody collected it

You are responsible for making sure your shipping address is accurate before completing your order. Once an order has entered fulfilment we cannot modify the address or reroute the parcel. If a parcel cannot be delivered because the address was incomplete or incorrect, or it sat uncollected and the carrier sent it back, email support@dialbop.com. We will post it out again once you cover the return and reshipping costs. If you would rather not, we refund the price of the handset less those costs and any customs fees, duties or taxes incurred.

Cancellations

You can cancel free of charge until your order enters fulfilment. Email support@dialbop.com with your order number as soon as you can; if it has not entered fulfilment yet, we cancel it and refund you in full. Once fulfilment has started the order can no longer be cancelled or changed, but after delivery you can ask for a change-of-mind return under the conditions above.

Refunds

Refunds are issued once a return has reached us and passed inspection, or once a claim has been approved, and go back to the card or account you paid with within 10 business days. Your bank or payment provider may take a little longer to show it.

Anything bought on sale or with a discount code is treated exactly like a full-price order.

If a refund has not reached you, check your statement, then your bank or payment provider. If it still is not there, email support@dialbop.com.