Refunds and returns

This policy explains what happens if a repair or a device bought at Univer Phone does not work out for you. It applies in our four stores, in Montreal and Saint-Eustache.

It adds to the warranties you have under the Quebec Consumer Protection Act. It does not replace or reduce them.

1. What this policy covers

• Repairs of cell phones, tablets and other devices done in our stores.
• Used devices and accessories bought in store, including a device you saw on our Facebook Marketplace page and paid for in store.

Selling your own device to Univer Phone is covered by our terms of sale.

2. Before a repair

• We give you a written estimate before we start. No work is done without your approval.
• If the price has to change during the repair, for example because a second part is faulty, we ask for your approval before going on.
• If we cannot repair the device, you do not pay for the repair.

Back up your data before leaving a device with us. Most repairs do not touch your data, but some can require a reset.

3. Repair warranty

Every repair on every device carries a 6 month warranty, starting on the day you pick the device up.

The warranty covers the part we installed. If it fails within those 6 months, we replace it free of charge, parts and labour included.

The warranty does not cover:

• water or liquid damage;
• physical breakage, such as a screen cracked in a fall or an impact;
• a device opened or repaired by someone else after our repair;
• other components of the device that were not replaced.

4. Used device warranty

Every used device we sell is checked on more than 80 points with PhoneCheck software before it goes on sale.

It carries a 6 month warranty from the date of purchase. If the device develops a functional defect in that time, we repair it free of charge. If a repair is not possible, we replace it with an equivalent device or refund you.

The exclusions are the same as for repairs: water damage, physical breakage, and a device opened or repaired by someone else.

5. Returns

A working device or accessory can be returned within 7 days of purchase if:

• it is in the same condition as when you bought it;
• it comes back with everything it came with, such as the cable or the box;
• the accounts you added are removed (Apple ID, Google, Samsung) and the device is reset;
• you show the receipt.

An accessory must come back unopened, in its original packaging.

A repair cannot be returned once it is done. If there is a problem with it, the 6 month warranty applies.

6. Refunds

Refunds go back to the payment method used for the purchase:

• Cash: refunded in cash, in store.
• Interac debit card: refunded in store, to the same card.
• Credit card: credited to the same card. How long it takes to show on your statement depends on your financial institution, usually a few business days.

7. How to make a request

Bring the device and your receipt to the store where you bought it or had it repaired. We check it with you and offer a solution: repair, replacement or refund, depending on the situation.

You can also write to us or call the store before you come in.

8. Your rights under the law

In Quebec, goods sold by a merchant must be fit for the purpose they are normally used for and stay in good working order for a reasonable time. These warranties apply automatically and at no cost, including for a used device.

The law also guarantees any cell phone repair over $50 for 3 months, parts and labour. Our 6 month warranty on the installed part adds to that protection.

To learn more, see the Office de la protection du consommateur.

9. Contact us

• Mont-Royal: 103 Mont-Royal Avenue West, Montreal, 514 465-2894
• 25th Avenue: 210 25th Avenue, suite 1200, Saint-Eustache, 514 220-3170
• Arthur-Sauvé West: 688 Arthur-Sauvé Boulevard, Saint-Eustache, 514 566-3170

10. Changes

We may change this policy. The date of the last update is shown at the top of the page. The policy that applies to your purchase or repair is the one in effect on that date.