Check eight terms: defective parts on arrival, installed parts, warranty length and exclusions, refund or credit, restocking fees, return shipping, seal and marking rules, and processing time. A good policy answers each one in writing on the supplier's own site, so you know the cost of a bad part before you buy.
What should a supplier return policy cover?
| Term | What a clear policy says | Why it matters to your shop |
|---|---|---|
| Defective on arrival | A plain statement that uninstalled defective parts are accepted | Covers anything that fails your arrival test |
| Installed parts | Whether a part that fails after installation is covered, and on what conditions | Screens often fail after fitting; this decides who absorbs the loss |
| Warranty and exclusions | A stated period by category, with exclusions listed (for example batteries, tools or used parts) | Sets the warranty you can safely offer your own customers |
| Outcome | Refund, store credit or exchange, and the price credit is based on | Credit keeps your cash with that supplier |
| Unneeded new parts | Whether unused parts can go back, and any restocking fee | Over-ordering then costs you only the fee |
| Return shipping | Who pays for the label, and any label fee | On a small return, shipping can cost more than the part |
| Seals, film and marks | Whether removing protective film or adhesive voids the return, and whether parts must carry the supplier's mark | A common reason returns are refused |
| Processing time | How long inspection takes and how you hear the result | You need to know when credit or a replacement will arrive |
If a term is missing, ask the supplier and keep the answer in writing. The questions to ask before opening an account include returns and dead-on-arrival handling.
Why does "installed" matter so much?
Most policies treat installed parts differently from uninstalled ones, and some treat a screen with its protective film or seal adhesive removed as installed even if it never went into a phone. Physical damage such as a torn flex cable, pressure marks or chipped glass is often excluded, because a supplier cannot tell it apart from damage during fitting.
The practical rule: connect and test every screen before you peel anything or apply adhesive. The first-order inspection checklist shows what to test on arrival.
How do you return a swollen or damaged battery?
Ask the supplier before you ship one back. Many warranties exclude swollen batteries, and US rules for shipping them are strict. The US Pipeline and Hazardous Materials Safety Administration (PHMSA) says damaged, defective or recalled lithium batteries are fully regulated as hazardous materials regardless of weight, are forbidden on aircraft under 49 CFR 173.185(f), and must be packed one per inner packaging with non-combustible, non-conductive, absorbent cushioning inside Packing Group I level outer packaging, marked "Damaged/defective lithium ion battery."
In short, a swollen battery does not go in an ordinary return box or an overnight air shipment. Follow the supplier's instructions, or ask whether it can be handled through local battery recycling instead.
What does a published policy look like?
As an example, the Parts4Cells return policy, read on November 5, 2026, states a lifetime warranty on brand-new LCDs, small parts and digitizers. Batteries are covered unless misused, damaged or swollen, while tools, accessories and best-quality pulls are excluded. Returned parts need the supplier's stamp, removing an LCD's lens sticker or seal adhesive counts as installed, and covered items receive store credit or an exchange at current pricing. New parts that are restocked carry a 10% restocking fee, defective parts carry none, and a flat $10 fee applies when a return label is issued.
That is the level of detail to expect. Policies change, so read the current page of any supplier you are considering.
Which return policy terms are red flags?
- Returns only "at our discretion," with no conditions written down
- No published policy, only what a sales rep says
- No way to return an uninstalled part that is defective
- Store credit with no stated pricing basis
- No processing time and no report of the result
- Exclusions so broad that almost any failure is excluded
How does this feed the scorecard?
In the supplier scorecard, a clear written return policy carries weight 3, the same as visible stock and no minimum order. Tick it only when the policy answers most of the eight terms in the checklist above.
Frequently asked questions
Should a supplier take back a part that failed after installation?
Some suppliers do, under conditions such as the part still powering on and showing no physical damage. Read the installed-parts section of the policy before you rely on it.
Is store credit as good as a refund?
Only if you will keep buying from that supplier. If you are still testing a supplier, ask whether a refund is possible and how credit is priced.
Sources
Sources and the example policy checked November 5, 2026. Policies and regulations change; confirm them on the linked pages.