Refund policy

Last updated: 2n September 2026

This policy explains when you can return a device, how refunds work, and what happens if something goes wrong with your order. It forms part of our Terms of Service.

Your warranty is separate from your right to return. The free 3-month warranty applies to every device in every market we serve, regardless of whether returns are available where you are. See our Warranty Policy for what it covers.

Changed your mind

Zambia. You can return your device within 7 days of confirmed delivery for a full refund. Confirmed delivery means the date the carrier records your parcel as delivered.

Returns are free and are handled by our agent in Zambia, so you will not need to ship anything back to Norway. Email us at support@opsando.com within the 7-day window and we will arrange collection.

To be accepted, the device must be:

  • In the same condition as it was sent, with no new damage
  • Complete, including the charging cable and any other items supplied
  • Signed out of iCloud and with Find My disabled

Zimbabwe. We are unable to accept change-of-mind returns. Sales are final.

We know that is a firm position, so please check the condition grade, battery status and specification on the product page before ordering. If anything is unclear, email us at support@opsando.com first and we will answer before you commit.

Nothing in this section affects your warranty rights, or any right you have under consumer law in your country that cannot lawfully be excluded.

If your order arrives damaged or faulty

This applies in every market, including Zimbabwe.

Every order is insured from dispatch until delivery. If your device arrives damaged, or is faulty on arrival, contact us at support@opsando.com within 2 days of delivery with your order number, photographs of the damage, and photographs of the packaging as it arrived.

We will arrange a replacement or a full refund at no cost to you.

If your order does not arrive

If tracking shows your order as delivered but you have not received it, or if it has not arrived within a reasonable time after the estimated delivery date, contact us at support@opsando.com with your order number.

Orders are insured in transit. Where a shipment is confirmed lost, we will arrange a replacement or a full refund.

Orders held at customs

Where import charges apply and are not paid, your shipment cannot be delivered.

We operate as an export business and are not set up to re-import goods into Norway, so shipments that are not cleared are disposed of, auctioned or otherwise dealt with by the customs authority in the destination country. Orders abandoned at customs are non-refundable and we are unable to arrange their return.

Whether import charges apply to your order depends on your delivery country and order size. This is set out at checkout, in your order confirmation, and on our Customs and Duty page. If you are unsure what will apply to you, ask us before ordering.

Cancelling an order

You can cancel your order yourself within 15 minutes of placing it. The cancel option appears on your order in your account.

After 15 minutes, orders cannot be cancelled. If you have made a mistake with your order, contact us at support@opsando.com as soon as possible. We cannot promise to stop an order once the window has closed, but we will help where we can.

How refunds are issued

Refunds are made to the original payment method used for the order. We are unable to refund to a different card, wallet or account.

Refunds are processed within 7 business days of us approving the return or claim. How long the money takes to reach you after that depends on your bank or mobile money provider, and is outside our control.

Where a refund follows a return, it is issued once the device has been received and checked by our agent.

What we cannot refund

  • Orders abandoned at customs, as set out above
  • Devices returned outside the 7-day window in Zambia
  • Devices returned with new damage that was not present when we shipped them
  • Devices still signed in to an iCloud account, until this is resolved
  • Gift cards and store credit top-ups, which are non-refundable
  • Change-of-mind returns in Zimbabwe

Faults covered by the warranty are handled under our Warranty Policy rather than this policy, and are not affected by the list above.

Your legal rights

Nothing in this policy limits any right you have under applicable consumer law that cannot lawfully be excluded.

If you are buying as a consumer in Zambia, your rights under the Competition and Consumer Protection Act, 2010 (as amended) apply in addition to this policy, and you may raise concerns with the Competition and Consumer Protection Commission (CCPC).

If you are buying as a consumer in Zimbabwe, your rights under applicable Zimbabwean consumer protection law apply in addition to this policy.

Contact

Returns, refunds and order problems: support@opsando.com

We aim to respond within as soon as possible.