Returns Policy

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We’re sorry to hear you have received a faulty device in your order and will work with you to resolve the issue as soon as possible. If your handset or accessory is faulty upon delivery, you can return it for a replacement or full refund within 30 days of receipt as per our Terms and Conditions.

Under our terms and conditions you can either:

Return the faulty device for a direct replacement

Return the faulty device for a full refund

How to make a return

1. Login to your online account

Select 'My Transactions' from the right hand side navigation menu.

2. Click the pink 'return' button

Your account will only show this option if you're within the 30-day returns period.

3. Complete the returns request.

Select refund or replacement. You will receive an email confirming your return and collection date.

Please note that unfortunately, we are unable to accept returns by any other means than collection from the original delivery address at this time.

Preparing your phone for return

Back up any information you want to keep.

Remove any activation locks or tracking applications (e.g. iCloud).

Disable any personal security codes PIN, or passcode locks.

Remove your SIM card and keep it somewhere safe.

Remove any SD cards if applicable.

Perform a factory reset, as this will remove any personal data.

How to package your phone for return

Pack all accessories that came with your order (including any removable batteries, charger, memory card, headphones or free gifts). Failure to do so could result in your refund being rejected.

Send your phone in its original box where possible, and place in a suitable outer box or bag and seal securely to avoid items being lost in transit.

Parcelforce will supply a label upon collection, and provide you with a receipt. Please keep this.

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Replacements

If you have selected a replacement, you can request an exact replacement of your original ordered handset. If this is out of stock, you may be offered an alternative colour variation. If stock of the original handset is unavailable, and you do not want the alternative colour variation then you will be offered a full refund.

To ensure you are not left without a phone as the result of receiving a faulty handset, we will send a replacement handset as soon as your return request is approved. Your replacement handset will be delivered to the original delivery address and you will receive email confirmation when the replacement handset is dispatched containing tracking details.

Please remember it is your responsibility to ensure that the faulty handset is returned to us by booking a collection during the returns process. Failure to return the faulty handset could result in you being charged for the cost of the original handset and the replacement handset.

Tracking and refunds

When our return centre receives your parcel you will receive an email to confirm it has been received.

We will inspect the returned handset/accessory for any damage or missing accessories & confirm the fault. This process may take up to 5-10 working days.

When these checks are completed, we will advise via email if your return is accepted.

If your return is rejected (due to missing items, damage consistent with misuse or any other reason listed in our T&C’s), you will be advised via email and the returned goods will be automatically returned to the original delivery address.

You can track the progress of your return by logging into your online account and viewing ‘My Transactions’.

Once your returned item has been inspected and the fault has been confirmed, your return will be approved, and we will process your refund. You will receive an e-mail from us confirming your refund is being processed. Please allow 5-7 working days for the refund to reach your bank account or credit card account.

Please note: We can only issue refunds to the debit/credit card that was used to purchase your phone/accessory.

Manufacturers Warranty

If your phone is outside of the 30-day returns period and has become faulty, you will need to contact the manufacturer directly. Details on warranty, contact can be found below or in your device's manual.

Warranty times for each supplier:

Manufacturer Handset Charger Battery
Alcatel 12 months 6 months 12 months
Doro 24 months 24 months 24 months
Hammer 24 months 6 months 6 months
Google 24 months 12 months 24 months
Samsung 24 months 12 months 24 months
Xiaomi 24 months 24 months 24 months
Oppo 24 months 6 months 24 months
CAT 24 months 12 months 12 months
Motorola 24 months 24 months 24 months
Nokia 105 24 months 6 months 6 months
Nokia 225 24 months 6 months 6 months
Nokia 2.4 24 months 24 months 6 months
Nokia 3.4 24 months 12 months 6 months
Nokia 5.4 24 months 24 months 6 months

Manufacturers contact/support details:

If your device experiences a fault after the 30-day return period, please contact the manufacturer directly. Details of how to contact will be found in your handset user manual.

If you decide your order isn’t for you, you’ve got 30 days from when your order arrives to change your mind.

Please note: protective packaging must not be removed, and the device should not be switched on. The item should be returned in its original box, along with all the original accessories and protective packaging.

How to make a return

1. Login to your online account

Select 'My Transactions' from the right hand side navigation menu.

2. Click the pink 'return' button

Your account will only show this option if you're within the 30-day returns period.

3. Complete the returns request

You will receive an email confirming your return and collection date.

Please note that unfortunately, we are unable to accept returns by any other means than collection from the original delivery date at this time.

How to package your phone for return

Pack all accessories that came with your order (including any removable batteries, charger, memory card, headphones or free gifts). Failure to do so could result in your refund being rejected.

Send your phone in its original box where possible, and place in a suitable outer box or bag and seal securely to avoid items being lost in transit.

Parcelforce will supply a label upon collection, and provide you with a receipt. Please keep this.

Tracking and refunds

When our return centre receives your parcel you will receive an email to confirm it has been received.

We will inspect the returned handset/accessory for any damage or missing accessories & confirm the fault. This process may take up to 5-10 working days.

When these checks are completed, we will advise via email if your return is accepted.

If your return is rejected (due to missing items, damage consistent with misuse or any other reason listed in our T&C’s), you will be advised via email and the returned goods will be automatically returned to the original delivery address.

You can track the progress of your return by logging into your online account and viewing ‘My Transactions’.

Once your returned item has been inspected and the fault has been confirmed, your return will be approved, and we will process your refund. You will receive an e-mail from us confirming your refund is being processed. Please allow 5-7 working days for the refund to reach your bank account or credit card account.

Please note: We can only issue refunds to the debit/credit card that was used to purchase your phone/accessory.