Cancellations / Refunds
As part of the ‘Distance Selling’ regulations, you are entitled to a refund even if there is nothing wrong with the goods received. You have 14 calendar days to cancel your order. This two week cancellation period starts from the day you have received your parcel. You then have another 14 days to return the goods to us. This applies to all customers in the European Economic Area (EEA).
The goods must be sent back to us in the same condition as received and must not be damaged.
If a product is received damaged than it must be reported back to us within 24 hours of you receiving the device. You can contact us using the methods on the contact us page. Failure to report the damaged device will result in an admin fee or a rejection of the device, based on the company discretion.
If there is any damage including any of the following below, we will not issue a refund at all or we may ask you to pay an admin fee, which is dependent on the severity of the damage before the refund can be issued. The amount of the admin fee is based on the costs involved in getting the device back to a working grade A device.
A refund will not be issued if goods are returned with any of the following or similar damage:
Grade A goods
- Substantial marks and scratches on the screen, side and back
- Water damage
- Missing parts
Grade B goods
- Major marks and scratches on the screen, side and back
- Water damage
- Missing parts
All of our Mobile Phones and Tablets come with a 6 months warranty unless otherwise specified. The warranty period starts from the day you receive the goods. We will offer to repair or replace your order should the goods ordered develop a fault during this period. Please note that we will always try to repair the goods first and will only offer a replacement if we are not able to repair the item in question.
How long does it take to process my refund?
It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.
On receiving your return the next step is for us to check the item(s). Once our checks are complete we will issue the refund. Please note that we will issue a refund within 7 days of receiving your returned item/s. Once the refund has been issued, the funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer).
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
How long does it take to process my repair?
It can usually take up to 5-10 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.
On receiving your repair the next step is for us to check the item(s). Once our checks are complete we will proceed with the repair procedure.
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your repair.
How Do I Return my item?
If you wish to return goods please use the form in the link below to notify us
We will then email you a RMA (Returns Merchandise Authorisation) number which must be clearly displayed on the outside of the return parcel. Please note that returns can only be processed if accompanied by an official RMA number.
If you would like any further information in regards to returns and repairs please contact Refurb Phone on 02037735252 or email us at email@example.com.