Dead on Arrival (DOA) Policy

At BST Store, every Renewed phone is inspected and tested before dispatch. In the rare case a phone arrives faulty, our DOA policy entitles you to a replacement.

7-day DOA on Renewed phonesFree UAE pickup24-hour delivery claims

1Coverage period

You may report a DOA claim within 7 days of delivery. This policy applies to Renewed phones only.

2What qualifies as DOA

A phone qualifies when a hardware fault was present at the time of delivery, including:

  • Phone does not power on or charge
  • Display or touchscreen malfunction (dead pixels, lines, unresponsive areas)
  • No network signal, or SIM not detected
  • Faulty camera, speaker, microphone, or charging port
  • Face ID or Touch ID not working
  • Battery health below the level stated on the product listing

3What does not qualify

  • Physical damage, cracks, dents, or liquid exposure after delivery
  • Software issues that can be resolved by an update or reset
  • Accounts or activation locks added by the customer
  • Phones opened, repaired, or modified by any third party
  • Change of mind (please see our Return Policy for sealed items)

4How to submit a claim

Contact us on WhatsApp within 7 days of delivery and provide:

  • Your order number
  • The phone's IMEI or serial number
  • A clear video showing the fault

5Inspection and resolution

Once your claim is approved, we will arrange collection of the phone free of charge within the UAE and inspect it within 2 business days of receipt. If the fault is confirmed, we will:

  • Replace it with the same model, storage, and condition, or
  • Issue a full refund if no replacement is available

6Conditions for return

The phone must be returned with:

  • Everything that came in the original package
  • No new damage
  • An IMEI matching our records
  • Find My iPhone, iCloud, or Google/Samsung accounts signed out

7Refunds

Refunds are processed within 3–5 business days of a confirmed inspection:

  • Card payments: refunded to the original card
  • Cash on delivery: refunded by bank transfer
  • Tabby and Tamara: refunded through the provider

8After the DOA period

After the 7-day DOA period, faults on Renewed phones are covered by the 3-month BST Store warranty. See our Warranty Policy for details.

9Brand New devices and accessories

Brand New devices and accessories are covered by the manufacturer warranty for UAE-version devices and all new Apple products; International versions of other brands are not covered in the UAE. Any hardware fault on a covered device, including faults found on first use, must be taken to the manufacturer's authorised service centre (Apple or Samsung). Your BST Store invoice serves as proof of purchase, and our team can guide you to the nearest service centre if needed.

10Delivery issues (all orders)

If your order arrives with the wrong item, missing contents, or visible damage from transit, report it to us on WhatsApp within 24 hours of delivery. Please include:

  • Your order number
  • An unboxing video showing the package being opened
  • Photos of the outer packaging and the item

Once your claim is verified, we will send the correct or missing item, or a replacement, at no cost. Claims reported after 24 hours, or without an unboxing video, may not be accepted.

11Orders outside the UAE

For orders outside the UAE, our team will confirm return shipping arrangements when your claim is approved.