Shipping Policy Note: Affected by Covid-19, there will be some delay on the delivery. Orders are shipped within 2 business days of payment. Orders made during promotional periods and special events, may have longer shipping times, at the discretion of Black Shark. In such cases, customers will be informed in advance separately. All goods are inspected and sealed before delivery to avoid damage. No-restocking to be charged to the consumers for the return of the product. Black Shark will keep you updated on your order status via email. Orders cannot be cancelled once they have reached. Free standard shipping on Black Shark Free standard shipping is usually available on any Black Shark phone. Please note that we do not deliver to P.O. box addresses. Black Shark Europe Store (eu.blackshark.com) Countries/regions we ship to : Austria Belgium Bulgaria Croatia Cyprus Czech Republic Denmark Estonia Finland France Germany Greece Hungary Ireland Italy Latvia Lithuania Luxembourg Malta Netherlands Poland Portugal Romania Slovakia Slovenia Spain Sweden Black Shark United Kingdom Store (uk.blackshark.com) Countries/regions we ship to : United Kingdom Black Shark Global Store (global.blackshark.com) Countries/regions we ship to : Australia Hong Kong(China SAR) Indonesia Japan Macao(China SAR) Singapore Israel Dubai United Arab Emirates Saudi Arabia Guaranteed shipping services Orders are shipped within 2 business days of payment. Orders made during promotional periods and special events, may have longer shipping times, at the discretion of Black Shark. In such cases, customers will be informed in advance separately.All goods are inspected and sealed before delivery to avoid damage. Black Shark will keep you updated on your order status via email. Orders cannot be cancelled once they have reached "order being prepared" status. Where available, you can also choose a faster delivery method for an additional fee: You can find delivery costs at checkout, on the Order Confirmation email and online when you view your order on the Order Status website. Courier Delivery cost includes tip. We only charge delivery costs for the first shipping. How is shipping calculated? Shipping is calculated based on shipping address and shipping method. The following options can be selected during checkout: Standard Shipping (2 business days processing time + 4-9 business days delivery); Express Shipping (1 business days processing time + 2-5 business days delivery); Please note that delivery dates are estimates only. Additional charges will be necessary for shipping addresses in remote locations. We are unable to ship to P.O. Box addresses. Payments Prices and currencies displayed at checkout are final. Black Shark does not charge extra transaction fees. If you are paying for your order with an international credit or debit card, the price displayed in your card statement may vary in accordance with exchange rates. Your bank or card issuer may also charge additional foreign conversion charges and fees, which may increase the overall cost of your purchase. Please contact your bank or card issuer regarding any fees incurred. Cancellation Black Shark makes every effort to supply the Products listed in your Order Confirmation. In some situations, however, we will need to cancel your order. For example, (1) the item is no longer in stock; (2) the item is no longer being produced; (3) there is a price fluctuation; (4) a Third Party notifies Black Shark that cancellation is necessary. If this is the case, Black Shark will cancel your order, notify you of the cancellation, and timely refund the money you have paid toward the Order. Unless the case involves violations of applicable national law, refund of the money you have paid toward an order will be the extent of Black Shark' liability to you for a cancelled order. Warranty Policy Black Shark phones purchased on eu.blackshark.com / uk.blackshark.com / fr.blackshark.com come with a 2 year limited warranty, in compliance with EU consumer laws, starting from the date of you received your devices. Unless otherwise specified, this warranty covers the hardware components of the Product as originally supplied and does not cover, or partially covers software, consumable items, or accessories even if packaged or sold together with the Product. This warranty is only redeemable within the original country or region of purchase. The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, present your original Proof of Purchase (invoice), model and serial number of the product, and photo evidence of the product’s defects to Black Shark Customer Service at firstname.lastname@example.org . Any repair and replacement service covered by warranty, along with shipping and handling, will be free within the 2-year period. Please note that we offer after sales assistance only in the areas where we make shipments (this includes repairs and/or replacements/returns) The limited warranty does not cover: Defects or damage resulting from accidents, neglect, misuse or abnormal use; abnormal conditions or improper storage; exposure to liquid, moisture, dampness, sand or dirt; unusual physical, electrical or electromechanical stress. Scratches, dents and cosmetic damage, unless caused by Black Shark. Defects or damage resulting from excessive force or use of metallic objects on the touch screen. Devices that have the serial number or the IMEI number removed, defaced, damaged, altered or made illegible. Ordinary wear and tear. Defects or damage resulting from the use of the product in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by Black Shark. Any physical feature defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by Black Shark. Defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source. Defects or damage resulting from cellular signal reception or transmission, or viruses and other software problems introduced into the product. Products not purchased from global.blackshark.com / eu.blackshark.com / uk.blackshark.com / fr.blackshark.com (We recommend you to contact the point of sale for support). Repair conducted by un-official repair centers. Please contact Black Shark Customer Service for enquiries regarding Limited Warranty. Return and Replacement Policy Black Shark phones and accessories are made to the highest standards and undergo rigorous testing. If you are not satisfied with your Black Shark product for any reason, you may request a return within 15 calendar days of delivery. Once we approve your request and receive the product, we will process a full refund. In accordance with the U.K. Consumer Rights Act 2015, any goods that are not (1) of satisfactory quality; (2) fit for their given purpose; or (3) as described, may be returned free of charge within 30 days of delivery. Please submit a ticket describing the problem with your device. In order to be eligible for a refund, you must contact us within 30 days and describe in detail how the goods were defective, damaged, or materially different. We may choose not to accept returns in these circumstances: Defects or damages caused by misuse, neglect, physical damage, tampering, incorrect adjustment, normal wear and tear or incorrect installation after purchase. Price fluctuations being the sole reason for return. Customised customer contracts. In all cases, we will inspect the product and verify the fault. To qualify for a replacement or refund, devices must be in "as new" condition and, with the original packaging. Accessories must be sealed in their original packaging. We reserve the right to refuse a refund if the product returned is deemed to have been damaged. In DOA case, Black Shark will take responsible for the shipping cost. Returns Please contact Black Shark customer service to request a return at email@example.com . Without a verified return request, the returned package will be declined. Return requests cannot be cancelled once they have reached "shipped" status. Once you've contacted Black Shark customer service and requested a return: You will receive and be required to submit an Return Merchandise Authorization (RMA) form. Print out the RMA form or the invoice and place it inside of the shipping package you're returning. Include all items from your original shipment including devices, accessories, and documentation. Do not send additional add-ons such as your SIM card, cases, screen protectors, or headphones. If such items are shipped to us by mistake, we are not able to return them. Before returning any unit for service, be sure to backup your data. You are responsible for the personal information stored in your phone - please erase all personal and sensitive data on the device before sending it to Black Shark. Black Shark will not be responsible for any disclosure of data still on the returned or serviced device. During service, data stored on the device may be deleted and reformatted. Black Shark is not responsible for the loss of any software programs, data or other information contained in the product’s storage. Recovery and reinstallation of third party software programs, data and information are not covered under warranty. Who pays for return shipping?It depends on the reason you're returning the item and your return policy.If Black Shark sending an item back because it doesn't match the listing description or it arrived damaged or faulty, Black Shark is responsible for the cost of return shipping.If you simply changed your mind or ordered the wrong item, you will pay for the return shipping. Repair Policy For All Repairs: Contact our customer service support via firstname.lastname@example.org first before you submit a repair request. Explain the nature of the problem with the product – if it is determined that a repair is needed, the service representative will issue a repair order on the phone and give you instructions for shipping. Warranty Repairs: If the unit is a warranty repair – as determined by the date of order completed or when you received it, we will issue the RO# and service the unit at no charge. If it has been used in such a fashion that the warranty is voided, then we will contact you with an estimate before continuing. Out-Of-Warranty Repairs: For repairs outside of the warranty window, we will quote, up front, a repair price range including labor and parts. If the unit repair costs falls within the estimated price range, the unit will be shipped and your credit card charged for the repair. If there are unexpected costs involved, you will be called for authorization before we proceed with the repair. We will call ONLY if the repair exceeds the quoted maximum. If the estimate is declined, there will be a €75 diagnostic and handling charge invoiced to your credit card and we will return the unit un‐repaired. In either case we will need the following information – Model number and IMEI number of all components, date of purchase, detailed nature of problem and original Proof of Purchase (invoice) – To expedite our service, we will ask for your credit card number and/or purchase order number before issuing the repair order number. This will happen during your initial call for service. This helps us speed up the service time. With these policies in place we aim to streamline the service process and reduce our service time . NOTE: Products with serial numbers that have been deliberately removed will NOT be repaired by Black Shark official Service Department. Black Shark only use original parts and components when repairing any product. Alternatively, we may replace the defective product entirely with a rebuilt, reconditioned or new Black Shark product.