Customer Service Policy

Last Updated: Jan, 2026

At FixMyPhone, we are committed to providing exceptional customer service and ensuring a positive shopping experience for all our customers. This Customer Service Policy outlines how we assist customers before, during, and after their purchases.

1. Our Commitment

We strive to:

• Provide accurate product information and pricing.

• Respond to customer inquiries in a timely and professional manner.

• Resolve issues fairly and efficiently.

• Offer support throughout the ordering, shipping, and post-purchase process.

• Continuously improve our products and services based on customer feedback.

2. Customer Support Channels

Customers can contact our support team through the following channels:

Email: [email protected]
Phone: +351 966681919
Business Address: Inside the Picoas Metro Station, Estação do Metro,
R. das Picoas 11, 1050-225 Lisboa

Customer Support Hours

• Monday to Friday: 9:00 AM – 6:00 PM

• Saturday: 10:00 AM – 4:00 PM

• Sunday and Public Holidays: Closed

Support hours may vary during holidays, promotions, or special events.

3. Response Time

We aim to respond to customer inquiries within:

• Email inquiries: 24–48 business hours

• Contact form submissions: 24–48 business hours

• Phone inquiries: During business hours

• Social media messages (if applicable): 24–72 business hours

Response times may vary depending on inquiry volume and complexity.

4. Order Assistance

Our customer service team can assist with:

• Order placement

• Payment-related questions

• Order modifications (before shipment)

• Order cancellations (subject to our Cancellation Policy)

• Order tracking and delivery updates

Once an order has been shipped, modifications may not be possible.

5. Returns, Refunds, and Exchanges

Customer support can assist with:

• Return requests

• Refund requests

• Exchange requests

• Damaged or defective product claims

• Incorrect item deliveries

All requests are subject to our applicable Return, Refund, and Exchange Policies.

6. Product Information and Availability

We make every effort to provide accurate product descriptions, specifications, pricing, and availability information.

However:

• Product images may vary slightly from actual products.

• Product colors may appear differently depending on screen settings.

• Inventory availability may change without notice.

If an item becomes unavailable after purchase, customers will be notified and offered an appropriate resolution.

7. Customer Responsibilities

Customers are responsible for:

• Providing accurate personal and shipping information.

• Reviewing order details before completing purchases.

• Maintaining the confidentiality of account credentials.

• Reporting issues promptly.

• Using our website and services in accordance with applicable laws.

8. Complaint Resolution

If you are dissatisfied with our products or services, we encourage you to contact us directly.

When submitting a complaint, please provide:

• Your order number

• A detailed description of the issue

• Supporting photographs or documents (if applicable)

We will investigate the matter and work toward a fair resolution.

9. Unacceptable Conduct

To ensure a safe and respectful environment, we reserve the right to refuse service or terminate communications involving:

• Abusive, threatening, or offensive language

• Fraudulent activities

• Harassment of employees or representatives

• Misuse of customer support services

• Repeated false claims or disputes

10. Privacy and Confidentiality

Customer information shared with our support team will be handled in accordance with our Privacy Policy.

We take reasonable steps to protect customer information and maintain confidentiality during support interactions.

11. Feedback and Suggestions

We welcome customer feedback and suggestions to help improve our services.

Customers may submit feedback through:

• Email

• Contact forms

• Customer surveys

• Product reviews

While we appreciate all suggestions, we are not obligated to implement them.

12. Limitation of Support

Customer support is provided for matters directly related to our products, services, and website.

We may not be able to assist with:

• Third-party products or services

• Issues caused by misuse of products

• Problems arising from unauthorized modifications

• External platform or payment provider disputes beyond our control