Wholesale buyers care about price and shipping speed, but they stay loyal because of how returns are handled. A vague returns policy turns a 2% defect rate into a relationship-ending problem. This is the process we use at ScrnFix to keep claims fast and fair.
Claim eligibility
- Defects in material or workmanship reported within 14 days of delivery
- Damage caused by improper installation is not covered
- Batteries must show visible swelling, failure to hold charge, or BMS mismatch — normal cycle wear is not a defect
- Screen claims require photos of the defect and the packaging
How to file a claim
- Email support with order number and SKU
- Attach clear photos of the defective part and the original packaging
- Describe the symptom and the device model it was installed on
- Wait for approval — most claims are processed within 48 hours
Resolution options
| Outcome | When it applies |
|---|---|
| Credit on next order | Low-value defects and repeat-account claims |
| Replacement shipment | High-value items such as screens and cameras |
| Partial credit | Cosmetic-only issues that do not affect function |
Why documentation matters
Photos of the original packaging help us trace whether damage happened in transit. Photos of the installed defect help us identify supplier batch issues. The more detail, the faster the claim resolves.
FAQ
Do I need to return the defective part? Usually not for low-value items. For screens, cameras, and batteries over $20, we may request return shipping.
How long does a replacement take? Approved replacements ship with your next order or within 48 hours as a standalone shipment.