Terms of service

1. Overview and Acceptance

This website is operated by RELIIIFE LIMITED, trading as Reloopo. Throughout the website, the terms “Reloopo”, “we”, “us” and “our” refer to the legal business operating the Reloopo online store.

These Terms of Service govern your access to and use of:

• The Reloopo website;
• Your customer account;
• Products offered through the website;
• Checkout, payment and delivery services;
• Customer support and related services.

By visiting the website, creating an account, placing an order or otherwise using our services, you agree to these Terms and the policies incorporated into them, including our:

• Return and Refund Policy;
• Shipping Policy;
• Privacy Policy;
• Warranty Policy;
• Cookie Policy, where applicable.

If you do not agree to these Terms, you must not use the website or place an order.

Our store is hosted by Shopify, which provides the ecommerce platform through which we offer products and services.

Nothing in these Terms excludes, limits or replaces any mandatory consumer rights available under the laws of your country or region.

2. Eligibility and Customer Accounts

You must be at least the age of legal majority in your country or region to place an order independently. If you are under that age, you may use the website only with the consent and supervision of a parent or legal guardian.

When creating an account or placing an order, you agree to provide current, complete and accurate information.

You are responsible for:

• Keeping your account credentials secure;
• Restricting unauthorised access to your account;
• Updating your contact, billing and delivery information;
• Informing us promptly of suspected unauthorised account use.

We may suspend or close accounts that contain false information, are used fraudulently or violate these Terms.

Customer accounts may not be sold, transferred or used to impersonate another person.

4. Products and Refurbished Device Conditions

Reloopo primarily sells pre-owned, renewed or refurbished electronic devices and accessories.

Unless expressly stated otherwise, products may have had a previous owner and may show cosmetic signs of use consistent with the condition grade displayed on the product page.

We aim to describe each product accurately, including relevant information about:

• Product model;
• Storage capacity;
• Colour;
• Cosmetic condition;
• Network or connectivity type;
• Included accessories;
• Battery information, where applicable;
• Warranty coverage.

Condition grading

Condition grades describe cosmetic appearance and do not necessarily indicate a difference in essential functionality.

Minor cosmetic differences may exist between individual pre-owned devices of the same model and condition grade. Product images may be representative unless the listing clearly states that the exact individual device is shown.

Reasonable variations in colour, finish and cosmetic marks are not necessarily defects if they are consistent with the advertised condition grade.

Battery performance

Rechargeable batteries are consumable components that naturally lose capacity over time. Unless a specific battery-health level is expressly guaranteed on the product page, battery performance may vary according to:

• Device age;
• Previous use;
• Settings and applications;
• Charging practices;
• Temperature;
• Network conditions.

Normal battery degradation is not automatically considered a product defect.

Accessories and packaging

Pre-owned devices may not include original manufacturer packaging or every accessory originally supplied when the product was new.

The product page or order details will identify what is included. Compatible third-party accessories may be supplied where clearly disclosed.

5. Product Compatibility

You are responsible for checking that a product is suitable for your intended use before placing an order.

This may include checking:

• Mobile-network compatibility;
• Carrier-lock or unlocked status;
• Physical SIM and eSIM support;
• Regional frequency bands;
• Charger and plug requirements;
• Voltage compatibility;
• Operating-system requirements;
• Application compatibility;
• Accessory compatibility;
• Language and keyboard layout;
• Warranty service availability in your country.

Product functionality, network access and software features may vary by country, carrier, manufacturer or operating-system version.

Reloopo is not responsible for incompatibility that was clearly disclosed or could reasonably have been identified from the product information, except where applicable consumer law provides otherwise.

If you are uncertain about compatibility, contact support@reloopo.com before placing your order.

6. Orders and Contract Formation

Submitting an order constitutes an offer to purchase the selected products under these Terms.

After you submit an order, you may receive an automatic confirmation email. This confirms that we have received your order but does not necessarily mean that we have accepted it.

A sales contract is formed when we:

• Confirm that the order has been accepted; or
• Dispatch the product and send a dispatch confirmation,

depending on the process applicable to your order.

All orders are subject to:

• Product availability;
• Successful payment authorisation;
• Address verification;
• Fraud and security screening;
• Delivery restrictions;
• Product quantity limits;
• Applicable laws and regulations.

We may refuse or cancel an order where reasonably necessary, including where:

• A product is unavailable;
• Pricing or product information is materially incorrect;
• Payment cannot be authorised;
• We suspect fraud or unauthorised payment;
• The delivery address cannot be verified;
• The order violates purchasing limits;
• Delivery is restricted by carrier, customs or battery regulations;
• The order appears intended for unauthorised resale;
• We are legally prohibited from completing the transaction.

If we cancel an order after payment has been collected, we will refund the relevant amount to the original payment method.

7. Prices, Taxes and Payment

Product prices are displayed in the currency selected or shown on the website.

Prices may include or exclude taxes depending on your location, applicable law and the information displayed at checkout. Any applicable shipping charges, taxes or duties collected by Reloopo will be shown before you complete your order.

We reserve the right to change product prices at any time before an order has been accepted.

Pricing errors

Although we try to ensure that prices and product information are accurate, errors may occur.

If we identify a material pricing error after you place an order, we may:

• Contact you to confirm the correct price;
• Give you the option to continue or cancel;
• Cancel and refund the order if we cannot contact you.

We are not required to fulfil an order at an obviously incorrect price where the error could reasonably have been recognised.

Payment

Available payment methods are displayed at checkout.

You confirm that:

• You are authorised to use the selected payment method;
• The billing information provided is accurate;
• Sufficient funds or credit are available;
• The transaction does not violate applicable law.

Payments may be processed by third-party payment providers. Their separate terms and privacy practices may also apply.

8. Delivery

Available delivery options, charges and estimated delivery times are displayed at checkout or explained in our Shipping Policy.

Delivery dates are estimates unless expressly stated otherwise.

Delivery may be affected by:

• Carrier delays;
• Customs clearance;
• Weather;
• Public holidays;
• Address verification;
• High order volumes;
• Lithium-battery restrictions;
• Events beyond our reasonable control.

You are responsible for providing a complete and accurate delivery address.

High-value products may require a signature. Some orders may not be deliverable to PO boxes, parcel lockers, mail-forwarding addresses or temporary accommodation.

Risk of accidental loss or damage passes as determined by applicable consumer law. Nothing in these Terms transfers risk earlier than permitted by mandatory law.

For additional information, please review our Shipping Policy.

9. International Orders and Customs

Products may be available for delivery to multiple countries and regions.

International orders may be subject to:

• Import duties;
• Customs charges;
• Sales or consumption taxes;
• Carrier processing fees;
• Customs inspections;
• Product or battery restrictions.

Unless these amounts are collected by Reloopo at checkout or applicable law requires otherwise, the customer is responsible for charges imposed by customs authorities, carriers or other third parties.

You are responsible for confirming that the ordered products can lawfully be imported and used in the destination country.

Customs procedures may delay delivery. We do not control customs authorities or guarantee clearance times.

10. Returns, Refunds and Cancellations

Returns and refunds are governed by our Return and Refund Policy, which forms part of these Terms.

Eligible products may be returned within the period stated in that policy, subject to the applicable return conditions.

Serialized products may be inspected to verify:

• IMEI;
• Serial number;
• Cosmetic condition;
• Account-lock status;
• Functionality;
• Included accessories.

Before returning a connected device, you must remove:

• Apple ID or iCloud accounts;
• Google or Samsung accounts;
• Passwords and PINs;
• Activation locks;
• Tracking features;
• SIM cards and memory cards;
• Personal information.

A returned device with a mismatched or altered IMEI or serial number may be rejected.

Nothing in our voluntary return policy limits rights available to you for products that are defective, not as described or otherwise protected by mandatory consumer law.

11. Warranty

Eligible products may include a limited warranty as stated on the product page and in our separate Warranty Policy.

The applicable warranty duration, coverage and claim procedure will be available before purchase where required.

Warranty coverage does not generally include:

• Normal cosmetic wear;
• Normal rechargeable-battery degradation;
• Accidental or impact damage;
• Liquid or moisture damage;
• Misuse, abuse or neglect;
• Data loss;
• Software compatibility issues;
• Unauthorised repair or modification;
• Damage caused by unsuitable accessories;
• Altered or removed IMEI or serial numbers.

Depending on the warranty terms, product availability and applicable law, available remedies may include repair, replacement, partial refund or full refund.

Our voluntary warranty is in addition to, and does not replace, mandatory statutory consumer rights.

Written warranty terms should be made available to customers before sale where applicable; in the United States, federal warranty rules may also govern the format and pre-sale availability of consumer warranties. (ftc.gov)

12. Personal Data and Device Data

Personal information submitted through the website is handled in accordance with our Privacy Policy and applicable data-protection law.

Before returning, exchanging or submitting a device for warranty service, you are responsible for:

• Backing up your information;
• Removing personal accounts;
• Removing SIM and memory cards;
• Disabling account and activation locks;
• Factory-resetting the device where instructed.

Reloopo is not responsible for personal data left on a returned device or for data lost during inspection, repair, reset, replacement or warranty service, except where liability cannot legally be excluded.

We may securely erase data found on a returned device as part of our inspection, privacy or security procedures.

13. Intellectual Property

Unless otherwise stated, the website and its original content—including text, graphics, designs, photographs, videos, software, layout and branding—are owned by or licensed to Reloopo and are protected by applicable intellectual-property laws.

You are granted a limited, personal, non-exclusive, revocable and non-transferable right to access and use the website for lawful shopping purposes.

You may not, without prior written permission:

• Copy or reproduce website content for commercial purposes;
• Republish or distribute our content;
• Use Reloopo branding in a misleading manner;
• Modify or create derivative works from our content;
• Extract website data to build a competing database;
• Suggest an affiliation, endorsement or partnership that does not exist.

Manufacturer names and trademarks appearing on the website belong to their respective owners.

Unless expressly stated, Reloopo is not affiliated with, sponsored by or endorsed by Apple, Samsung, Google or other original device manufacturers.

14. Third-Party Services and Links

The website may contain links to, or integrations with, third-party services, including:

• Payment providers;
• Delivery carriers;
• Review platforms;
• Social media services;
• Analytics tools;
• Customer-support applications.

Third-party websites and services are operated independently. Their separate terms and privacy policies may apply.

We are not responsible for third-party content, availability or practices, except to the extent that liability cannot legally be excluded.

The inclusion of a third-party link does not necessarily constitute an endorsement.

15. Reviews, Feedback and User Content

If you submit a review, photograph, comment, suggestion or other content, you confirm that:

• The content is accurate and based on genuine experience;
• You have the right to submit it;
• It does not infringe another person’s rights;
• It is not unlawful, fraudulent, abusive or misleading;
• It does not contain malware or harmful code.

You grant Reloopo a non-exclusive, worldwide and royalty-free licence to display, reproduce and use submitted content in connection with our website, products, marketing and customer service, subject to applicable privacy law.

We may moderate or remove content that violates these Terms, but we are not obligated to publish every submission.

We will not knowingly alter customer reviews in a way that materially misrepresents the reviewer’s opinion.

16. Website Availability and Disclaimers

We aim to keep the website secure, accurate and available, but we cannot guarantee uninterrupted or error-free access.

The website may occasionally be unavailable because of:

• Maintenance;
• Software updates;
• Security incidents;
• Hosting or network failure;
• Third-party service outages;
• Events outside our reasonable control.

General website content is provided for informational purposes and should not be treated as professional legal, financial, technical or medical advice.

To the fullest extent permitted by law, the website is provided on an “as available” basis.

However, nothing in these Terms excludes warranties, guarantees, remedies or consumer protections that cannot legally be excluded.

17. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation;
• Deliberate misconduct;
• Breach of mandatory consumer rights;
• Defective-product liability that cannot legally be excluded;
• Any other liability that cannot be excluded or limited by law.

Subject to those protections, Reloopo will not be liable for indirect or consequential commercial losses that were not reasonably foreseeable when the contract was formed.

If you are purchasing as a business, we are not responsible, to the fullest extent permitted by law, for:

• Loss of profit;
• Loss of revenue;
• Loss of business opportunities;
• Loss of anticipated savings;
• Loss of goodwill;
• Business interruption;
• Indirect or consequential loss.

For consumer purchases, liability will be determined in accordance with applicable consumer law.

Nothing in this section limits your right to receive an appropriate remedy for products that are defective, unsafe, not as described or otherwise legally non-compliant.

18. Events Beyond Our Reasonable Control

We are not responsible for failure or delay caused by circumstances beyond our reasonable control, including:

• Natural disasters;
• Severe weather;
• Fire or flood;
• War, terrorism or civil unrest;
• Government action;
• Customs restrictions;
• Epidemics or pandemics;
• Labour disputes;
• Carrier or transport disruption;
• Power, internet or telecommunications failure;
• Cyberattacks affecting third-party infrastructure.

We will take reasonable steps to minimise the impact and resume performance where possible.

This section does not affect any refund or cancellation rights that apply under mandatory law.

19. Suspension and Termination

We may suspend or terminate your access to the website if we reasonably believe that you:

• Breached these Terms;
• Used the website unlawfully;
• Engaged in fraud or return abuse;
• Interfered with website security;
• Created a material risk to Reloopo, customers or third parties.

Termination does not affect rights or obligations that arose before termination, including outstanding payment, delivery, return, refund or warranty obligations.

You may stop using the website at any time.

20. Governing Law and Consumer Rights

These Terms and any contract formed through the website are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.

However, if you are a consumer, you will continue to benefit from any mandatory consumer protections provided by the laws of the country or region in which you ordinarily reside.

The courts of the Hong Kong Special Administrative Region shall have non-exclusive jurisdiction over disputes arising out of or in connection with these Terms or any purchase made through the website.

Nothing in this section excludes, limits or replaces any consumer right that cannot legally be excluded or restricted under applicable law.

21. Complaints and Dispute Resolution

If you have a complaint, please contact us first at:

support@reloopo.com

Please include:

• Your name;
• Your order number;
• A description of the issue;
• Your preferred resolution;
• Relevant photographs or documents.

We will attempt to resolve complaints fairly and within a reasonable period.

Where applicable, you may also have access to an independent alternative dispute-resolution service or consumer-protection authority.

Nothing in this section prevents either party from exercising legal rights or seeking a remedy through a competent court.

22. Changes to These Terms

We may update these Terms to reflect changes in:

• Our products or services;
• Website functionality;
• Payment or delivery arrangements;
• Business operations;
• Applicable law or regulatory requirements.

The current version will be published on this page with an updated effective date.

Changes will not retrospectively reduce rights that already arose under an accepted order unless permitted by law.

Your continued use of the website after updated Terms become effective constitutes acceptance of those Terms for future use and transactions.

23. General Provisions

Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

No waiver

If we delay enforcing a right, this does not mean that we have waived that right.

Assignment

We may transfer our rights and obligations to another organisation as part of a restructuring, sale or transfer of the business, provided that this does not reduce your mandatory consumer rights.

You may not transfer your rights or obligations without our written consent, except where applicable law provides otherwise.

Entire agreement

These Terms, together with the policies incorporated by reference, form the agreement governing your use of the website and purchases from Reloopo.

Third-party rights

Unless expressly stated, a person who is not a party to the applicable contract has no right to enforce these Terms, except where applicable law provides otherwise.