How to submit returns?
All returns must be submitted through the following page: https://foxway.zendesk.com/hc/en-us/requests/new?ticket_form_id=22456657710737.
All returns that are submitted through different channels will not be accepted. Please make sure you attach the return form and tick all needed boxes before you send in the RMA form.
Before submitting devices for a return, check the warranty terms for the devices
https://foxway.shop/warranty-checker
Reference to our resellers grading guide
Mobile grading guide
https://resellers.foxway.com/knowledge/grading/mobile-device-grading-guide/
Laptop grading guide
https://resellers.foxway.com/knowledge/grading/laptop-grading-guide/
What to do in case of MDM/DEP/Knox Lock?
Factory reset and connect to wi-fi if these steps have no effect unfortunately you need to return the item.
Apple
Connect your device to your computer using a USB or USB-C cable or a Wi-Fi connection.
Open the iTunes app on your PC.
Click the Device button near the top left of the iTunes window.
Click Summary.
Click Restore, then follow the onscreen instructions
Android
Turn off your device.
Hold down the volume up and power buttons simultaneously until the Recovery Mode menu appears.
Use the volume buttons to navigate and select “Wipe data/factory reset” in Recovery Mode.
Alternatively, you can go to your device's Settings → System → Reset options → Erase all data (factory reset) → Erase everything.
RMA rejected - IMEI/ID/SERIAL not from us.
If we can’t find the IMEI/ID/SERIAL in our system, we cannot accept this device back since it may not be from us. We always use the IMEI/SERIAL from the motherboard by looking in the device settings menu or by using software. In case of dual sim device, you can also try sending us the other IMEI. An option that works 100% of the time is scanning the QR code on our sticker and sending us that – this is our internal ID.
You can always check the warranty checker before sending devices to us to see if our system deems the devices as returnable: https://foxway.shop/warranty-checker
RMA rejected – device in cloud lock.
All devices we sell are unlocked from iCloud and Google account unless stated otherwise on the PI. When an RMA is claimed, then in almost all cases devices with Cloud lock are so because your customer hasn’t removed their account before returning the device to you. Unless you can get your customer to unlock it remotely, then unfortunately we have no other option then to return the device to you. Therefore, in all cases you should make sure all cloud accounts are removed before sending the device back to us.
RMA rejected – RTC (return to customer).
When a device is returned to us but does meet our grading criteria, we will return the device back to you. In cases where the fault is difficult to find, then it’s best to describe how we can replicate the fault in as much detail as possible.
Problems solvable through restart
Frozen device – restart using the specific combination of buttons applicable for that model.
Android
Force a shutdown by pressing and holding the Power button and the Volume Down key for at least 5 seconds.
Apple
Press and quickly release the volume up button.
Press and quickly release the volume down button.
Press and hold the side button until the Apple logo appears.
Problems solvable through factory reset
Slow and/or laggy software.
Error messages.
Device Not turning on
Connect the device to a charger and charge at least one hour (make sure the charger is working).
What to do if I received a damaged package?
According to terms sheet: “When receiving such order, you must immediately examine the condition of the packages in the presence of the person giving the goods over to you – either the courier (DAP) or our employee (EXW) (hereinafter together: Courier).”
If there are any visible damages or defects on the packaging you must:
(a) take photos of the packaging so that the damages or defects are clearly visible from the photographs; and
(b) notify the Courier of the damages or defects; and
(c) Record the damages or defects in the instrument of delivery and receipt together with the Courier.
The Courier must confirm that the packages have been damaged or defected in the instrument of delivery and receipt.
You must not accept the Order if
a) The Courier is not able to provide you an instrument of delivery and receipt; or
(b) The Courier does not confirm that the packages have been damaged or defected."
When receiving the Order, you must immediately examine the condition of the packages in the presence of the courier you are receiving the Goods from. If the package has any visible defects or damages, you should notify the courier, record the damages or defects with the courier and take photos of the package. Photos should clearly show the damages or defects, make sure the shipping label is visible as well. Open a ticket with all needed information
What to do in case of a missing, lost or stolen package?
Please open a ticket with all available information about the missing, lost or stolen package. Make sure to provide all the information on the package that you have.
Can I return singular units from certain RMA forms which include multiple devices?
Devices must be returned in batches, meaning that each RMA number corresponds to a certain RMA batch (declaration form). Units that have already been processed and have an RMA order/number must be re-declared and will not be accepted without positive validation results.
How long does it take to receive a Credit Note?
Credit notes are automatically provided to the customer’s billing e-mail address within 2 business days after closing a return order.
I received a credit note, but the refund amount is still not available in my bank account
In case if there are no technical problems, the credit amount will remain on your account’s balance with us by default – most of our partners prefer to use the credit for their newer orders, either partially or fully, depending on the credited amount. If you wish to receive the credited amount to your bank account, then you must let us know.
What to do if I received a damaged device, but the package is intact and has no punctures?
In this case, the physical damage must be immediately reported to your account manager in order to prove that the damages didn't occur after receipt during the device's usage. In addition, it must be also properly reported in the RMA form.
Edit: Please also note that any faults or damages that are not documented on the given RMA form will not be covered by warranty.
Should I fill out multiple RMA forms in case if I have devices from different invoices?
No, all the units should be reported under singular RMA form.
I cannot retrieve the serial number/IMEI of the returnable device
Please make sure to provide an invoice number in the RMA form, and if possible, please check if the IMEI/SN is available on a strategic location within the device. (Information about the location is available on web). Third option is to scan our QR sticker and give us that code – this is our ID.
Can I get a return label for my RMA package?
Unfortunately not. The Buyer is responsible for the cost and delivery back to Foxway OÜ. Foxway OÜ is responsible for transport and covering costs when shipping devices back to the buyer.
Where can I get the returns department shipping details?
Available in the RMA form, below the declaration table.
“How should I add units to an already validated RMA batch? (I already received a RMA number)” - if you would like to update an already validated RMA form, please use the same validated RMA form as the basis for updates. All devices which are reported/sent as a batch, should be documented under one singular RMA form.
What should I do if the keyboard keys do not match their functional output?
The keyboard's functional output can be changed in the settings to match its physical layout by following the links below
Windows: Manage the keyboard and display language settings in Windows - Microsoft Support
MacOS: Write in another language on Mac - Apple Support
My Intel processor machine is overheating.
Intel processors (especially i7, i9 and Xeon series) are more prone to overheating, in which case changing thermal paste may sometimes help. If the device is a laptop, make sure the ventilation has adequate air intake and the device isn't used on a soft surface, for example on a blanket or pillow.
Why does my new Mac show a battery replacement message after just a few weeks?
When purchasing a Mac laptop with a battery rated for 500+ cycles, there's a chance it may show this message starting from a few weeks due to the logic behind how Apple has configured these notifications.
These device error messages do not fall under RMA cases.
My computer won’t turn on
Allow the computer to charge for 15-30 minutes as the battery may be empty upon arrival. Additionally check if charging indicators are activated (typically right next to the charging socket). If this does not help, check the charger and try using another charger with the same wattage or higher.
In case of a device with Type-C charging, make sure you’re using the correct port as some manufacturers have a designated charging socket which needs to be used, typically the top socket on the left side.
When dealing with Lenovo Type-C devices, generally look for a socket or thunderbolt sign.
Related to