Legal
Return Policy
Last updated: June 2026
7-day Dead on Arrival (DOA) review window
Defective or dead-on-arrival items must be reported within 7 days after delivery. Reports received after this window may not qualify for DOA review.
How to report a DOA issue
- Contact support at contact@tlxstore.com before sending any item back. Returns sent without prior authorization may be refused. Unauthorized returns may be refused.
- Provide your order number, clear photos and/or videos of the issue, and a clear explanation of the problem.
- The item must remain unused, in original condition, with original packaging and all included accessories.
- Do not activate, use, modify, damage or continue using the product after reporting a DOA issue.
Device locks & accounts
For phones, tablets, watches or smart devices, customers must remove passwords, PINs, passcodes, account locks, Google/Android/Apple/manufacturer accounts, location locks and security locks before any return. Locked devices may be refused.
Inspection & resolution
Returns and refunds are reviewed before approval. Products may need to be returned to an inspection facility before replacement or refund approval. Return shipping costs may be the customer’s responsibility unless otherwise confirmed by TLXStore in writing. Replacement or refund is only processed after inspection and approval.
DOA coverage limits
- Accessories such as cables, chargers, earphones and free gifts may not be covered under DOA review.
- Network, carrier compatibility, activation, SIM, signal or regional compatibility issues are not considered product defects.
- For unlocked international smartphones, customers must check carrier compatibility before purchase.
- Damage caused by misuse, improper handling, incorrect setup, password/account locks, poor return packaging or continued use after reporting an issue may void the claim.
Partial refunds
In some cases, only a partial refund may be possible after returned shipments, customs issues or carrier deductions.
Non-returnable items
- Software keys, gift cards and digital downloads
- Items damaged due to misuse
Business information
TLXStore is operated by Valéria C. de Melo Taveira / TLXStore, based in Recife-PE, Brazil. Support: contact@tlxstore.com.