Buy Services

These terms and conditions apply to all orders consumers place on UPGRADE website, effective as of June 1, 2023. By placing an order, you agree to these terms and conditions and confirm that you’re of the required legal age to be bound by the terms and conditions. So, please ensure you've read and understood them beforehand.

1. Definitions

2. General Conditions

• Order Acceptance: All orders placed on the UPGRADE website are subject to UPGRADE’s acceptance. UPGRADE reserves the right to accept, reject, or cancel any order without providing a reason.
• Modification of Products: UPGRADE reserves the right to alter product specifications, details, and prices without prior notice but will not affect accepted orders. Customers are advised to check the website regularly for the latest information.
• Severability: If any provision in these terms and conditions is deemed invalid or unenforceable, the remaining provisions shall continue in full force and effect.
• Amendments to Terms: UPGRADE reserves the right to amend these terms at any time. Amendments will apply only to purchases made after the date the updated terms are posted on the website.

3. Customer Responsibilities

• Data Provision: Customers must provide accurate and complete contact information.
• Data Privacy: UPGRADE reserves the right to retain customer data for relationship management. For privacy details, refer to the UPGRADE Privacy Policy in Section 16.
• Age Requirement: Customers must be of legal age to accept these terms.

4. Our Products

• Product Quality: UPGRADE inspects and certifies refurbished mobile phones based on their original condition. They are then categorised into Diamond Grade, Platinum Grade, and Gold Grade.
• Refurbishment Process: Uses original, OEM, or high-quality third-party parts.
• Accessories: UPGRADE also offers a range of mobile accessories.

5. Prices

The fees and the total cost are indicated depending on the delivery method and will be clearly shown to you while placing your order.

6. Payment Methods

UPGRADE reserves the right to reject/cancel the order if:

• The order doesn’t meet our requirements.
• There's a payment issue from your side & we claim to return the product to us immediately.
• The company reserves the right to accept or reject any request without the need to provide reasons.

7. Delivery and Shipping

• Estimated Delivery Times:

*Weekends and official holidays announced by the Egyptian government are not business days.

• Address Accuracy: Ensure the correct address is provided for prompt delivery.
• Wrong/Damaged Products: Contact UPGRADE within 48 hours of receipt.

8. Additional Fees

Additional fees may apply for returns. Refer to our shipping and returns policy.

9. Returns and Refunds

Return Eligibility 

Devices may be returned within 14 days of delivery, provided they are returned in the original condition and packaging as received.

Damaged Products 

If the returned product is damaged due to customer usage or the customer's wrong packaging while returning the shipment, we may return the product to you or offer a paid repair service.

Return Condition and Inspection 

UPGRADE reserves the right to inspect the returned product upon receipt. If the product is damaged or not in its original condition, UPGRADE may deny the refund or offer a repair at an additional cost.

Refund Initiation 

• We'll initiate your refund to your wallet within 7 business days.
• Contact us if you prefer us to initiate your refund to your bank account.

Return Process     

To return a product, please follow these steps:

1. Go to “My Account” section.
2. Open your orders.
3. Select “Return” option for the needed product.
4. Fill out the return form and ensure your mobile meets the return conditions.
5. Wait for Upgrade’s team to call and pick up your phone.
6. Upgrade will inspect and evaluate the mobile’s condition, and if it meets the return terms and conditions, it will be returned.
7. If the mobile doesn’t meet the return conditions, Upgrade team will give you detailed feedback.

Return Terms

• Ensure that Find My iPhone feature on Apple devices or the Find My Mobile feature on Samsung devices is disabled before returning the phone.
• Be aware that if this feature is enabled when UPGRADE receives the return, your refund may be delayed, and additional delivery or service costs may apply.
• Note that UPGRADE reserves the right to return the phone if you do not turn off the feature within one (1) month of UPGRADE contacting you. In such a case, we will return the device and reject the refund.
• Understand that if you do not receive the phone back, UPGRADE will not assume further responsibility for the device, and we will proceed to discard it.
• Take responsibility for packing the product securely to prevent breakage.
• Acknowledge that you are responsible for the product until UPGRADE receives it.
• Follow the shipping instructions carefully, and ship the product to our address using the specified delivery service provider.

If you receive a product and detect defects, you have the legal right to a refund or replacement, provided it is returned in the original condition and packaging as received.

10. Liability for Defects

Refund or Exchange Request

If you need to request a refund or replacement, please contact us within 14 days of receiving the product. We will then investigate the issue and take appropriate action.

Defective Product Return

1. Contact us immediately through info@upgrade.me, Live Chat Support, or call us at 19759.
2. Pack the product securely and ship it to us at our address.

We will inspect the product within 3 to 5 business days to investigate and confirm the defects and issue a refund or replacement for you.

Non-Conforming Products

• If you receive a product that does not meet the specifications on our website, you have the right to a refund or replacement.
• To request a refund or replacement, please contact us within 3 days of receiving the product. We will investigate the issue and take appropriate action.

Mishandling or Usage Defects

UPGRADE is not responsible for defects due to mishandling or improper product use. For example, if you drop the product and it breaks, UPGRADE will not be responsible for the cost of repair or replacement.

11. UPGRADE Warranty™

• Warranty Period: 12 months from purchase; battery warranty is 6 months.
• Covered Items: Technical and mechanical issues, with repair by UPGRADE technicians. If the repair isn't worth it, we will replace it with another unit with the same model and specifications.
• Exclusions: Screen damage, liquid damage, accident, unauthorised repairs, software or firmware problems, and normal wear and tear of the phone and battery.
• Void Cases: Damaged serial numbers or IMEI, customer or third-party repairs without the written consent of UPGRADE, and any misuse, including but not limited to phone drop and water damage.
• Warranty Terms:

• UPGRADE Warranty™ is valid starting from the original purchasing date.
• UPGRADE Warranty™ applies to the original purchaser only.
• UPGRADE reserves the right to request photos of the phone before you send it in for warranty repair. 
• UPGRADE reserves the right to charge you additional delivery costs.

12. Device Ownership and FMI

Ownership Transfer 

New owners must receive the original invoice and warranty card within the warranty period. You are responsible for making a legal pledge with two original copies between the old and the new owner.

FMI/Find My Mobile Feature 

If your phone has the Find My iPhone (FMI) /Samsung Find My Mobile feature turned on, you should turn it off before shipping it to UPGRADE. UPGRADE cannot repair or replace the phone if the FMI feature is enabled.

• UPGRADE reserves the right to return the phone to you and charge you the delivery costs if the FMI /Samsung Find My Mobile is on.
• If you didn’t turn off the FMI /Samsung Find My Mobile feature within one month of UPGRADE contacting you, the device will be returned to you at an additional charge.
• UPGRADE is not responsible for the device. If you don’t collect it, it will be disposed of.

Attached Mobile Accessories

• UPGRADE is not responsible for any attached mobile accessories when you send the mobile phone for repair.

13. Repair Process

If you are experiencing problems with your phone and want it repaired, please follow the instructions below.

• Visit our nearest store to you.
• Disable the Find My iPhone feature for Apple devices or the Find My Mobile feature for Samsung devices.
• Erase all data on your phone.
• Remove your SIM card.
• Remove any accessories attached to the device.
• Contact us at 19759 for more details.

14. Expired/Voided Warranty Repairs

• UPGRADE offers paid repair services and provides a 6-month warranty on new parts.
• You can request an official statement from UPGRADE on the specifics of the required repair for your insurance provider. 

15. Limitation of Liability

UPGRADE shall not be  liable for any:

• Indirect costs, including but not limited to loss of profits or opportunity resulting from any loss or damage.
• Failure to deliver products or fulfil obligations under these Terms due to events beyond UPGRADE's reasonable control.
• Force Majeure events, including but not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident, terrorist activity, strikes, epidemics, or quarantine.
• Loss or damage that you may face beyond the total price of your order arising in connection with your order on the UPGRADE website.
• Obligation to provide original purchase receipts from the original owner of the mobile to the customer and is not liable to do so. 
• Loss or damage resulting from user negligence. Specific UPGRADE devices may require creating an Apple ID, Google Account, Samsung account, or other platform-specific accounts. You are solely responsible for maintaining the security and confidentiality of your account credentials, including your password. You must not use another individual’s Apple ID, Google Account, Samsung account, or any other platform account without explicit permission.
• Inability to perform repairs or issue refunds due to forgotten account credentials. In cases where account access credentials (such as Apple ID, Google Account, or Samsung account credentials) are forgotten, UPGRADE may be unable to perform repairs or issue refunds for your device. Under such circumstances, UPGRADE will return the device to you without further liability.
• Product defects beyond a refund, which is limited to the purchasing price of the product minus any benefits already received by the customer.
• Unforeseen stock issues due to factors beyond UPGRADE's control. In such cases, UPGRADE reserves the right to cancel the order and issue a full refund.
• Product characteristics once accepted. Products are sold “as-is,” with conditions clearly described on the product page. By selecting the product condition, you expressly accept the listed characteristics displayed on our website.

16. Updates to Terms and Conditions

• UPGRADE reserves the right to amend these terms without prior notice. The most recent version applies at the time of purchase.

17. Applicable Law and Dispute Resolution

• These Terms and conditions are governed by Egyptian law.
• Any disputes shall be exclusively handled by the relevant courts in Cairo, Egypt.
• For complaints, please contact us at info@UPGRADE.me or 19759 (charges may apply).

19. Privacy Policy

• Compliance: UPGRADE collects and processes customer data in accordance with the Arab Republic of Egypt's applicable data protection laws.
• Data Use: Collected data is used to process orders, improve website functionality, and provide customer support. For the complete list of data collected and how it is used, please see the Privacy Policy.
• Data Retention and Sharing: UPGRADE retains customer data as necessary for business operations and may share data only with logistics and payment service providers when essential for order fulfilment.

Contact Information

• UPGRADE Branches:

• Hyper One, second floor, Al Sheikh Zayed, Giza
• City Stars, First Floor, Phase 1, next to Gate 4 and 5, Omar Ibn Al Khattab Street, Madinet Nasr, Cairo.

• Email: info@UPGRADE.me

Phone: 19759