We are so confident you will be happy with your new gadget that if a product is found to be faulty or defective within 12 months (6 months for battery life issues) of purchase, we will offer a free repair or replacement. A refund is only available within 14 days of receipt of the item. The product must be in the original condition in which it was sent and the correct returns procedure must have been followed for a return to be issued. We have written up the handy guide below, so you can see how to return your device step-by-step.
Remove Sim Cards and Backup Data
Firstly, please ensure SIM cards and SD Cards are removed before returning a device to avoid losing any important data. We also advise backing up all data on devices before returning devices to ensure you have all data saved. As soon as returns are received, they are erased of all data due to customer data protection laws. We cannot be held responsible for any loss of data on returned phones after they are shipped to us.
*IMPORTANT: Shipping back an Apple or Android device? Please ensure all iCloud and Google Account locks are removed from the device before returning your item, otherwise we will not be able to process your return. Please scroll to the end of the page for a guide of how to do this if you are unsure.*
Package your Return
Please pack up your item as securely as you can - Our external boxes that we ship orders out in are perfect for this as they have a double tear strip, so you can reuse the box to return the item to us. If you do not still have the box then do not worry, use your own packaging and plenty of bubble wrap to ensure that the item cannot get damaged in transit. We cannot be held responsible for a device being damaged in transit to us if sufficient packaging hasn’t been used, so pack it up safely!
*IMPORTANT: Please also ensure you enclose a note in the return with your order number on, so we can ensure we always know what order it is linked to incase the online process isn't adhered to.*
Create your Returns Label
Firstly, click the button below to create your returns label:
Fill in your details, and click complete. Your label will be available to download from the next page, and will also be emailed to you. If you do not have a printer, you will also be emailed a QR code that can be taken to the post office so they can print your label for you.
No printer and not sure what to do? Click here to get more information.
NOTE: Make a note of your tracking number displayed under the barcode, you will need this later.
*IMPORTANT: Do not ship orders to us before completing step 3 – If you do, we will not know who has sent the parcel and your return will not be processed.*
Submit your Return to us
Click on the button below to create your return:
Fill in the returns form with all the relevant information required.
*IMPORTANT – Please ensure all information is accurate and correct, or we may not be able to process your return in an efficient timeframe*
NOTE: Please ensure that you correctly enter your tracking number that you noted down from the returns label that you created earlier.
IMPORTANT: Please ensure the item is returned to us within 2 weeks of creating the returns order, otherwise the return order will expire and you will need to start over again.
If you have printed out your label
Securely affix the label you printed earlier to a flat surface on the parcel, and avoid taping over the barcodes to allow for easier scanning.
If you cannot print your label
Download the QR code that was emailed to you when you created your label onto a mobile device, and take this to the post office. Show this code to the attendant and they will print out the label for you. Then just stick to your parcel and hand back to the attendant.
Now your device is all packed up and your return is ready to go, it is time to take it to the Post office and send it off to us! Our returns team will be in touch once the item arrives with us, and will keep you updated every step of the way.
Tracking your Item
Unsure if we have received your item? Click on the button below and enter your tracking number that you noted down earlier, and you can see exactly where your parcel is on its journey back to us.
Our returns team are technicians that have many years of experience in working on mobile devices, so you can be sure that your device is in capable hands. Once the repair has been successful with your device, we will monitor and test for a short period of time to ensure that the problem has been resolved, then we will email you a tracking number once your phone is on its way back to you – as good as new!
And you are all done!
There are 2 types of returns that we offer on all orders:
The Warranty will only cover internal faults and does not cover the following:
- Damage caused by liquid
- Intentional damage
- Damage caused by dropping the product or mistreatment
- Damage caused by attempting to repair or adapt the device by yourself or a third party
- Physical Damage such as Cracks or Breaks
- Repairs undertaken by a third-party company
- Improper use of accessories
- Faults or damage that may arise due to normal wear and tear – e.g scratches to touchscreen
- Acceptable Battery life depletion
- Any handset that has been Jailbroken or rooted after sale
- Screen burn that has developed over the time of ownership
If the device does have any of these issues, the Warranty would then be considered to be void and we would no longer be able to accept a return.
You are entitled to change your mind and ask for a refund within 14 days of receipt of your order. The product must be in the original condition in which it was sent and must include an invoice or any paperwork sent with the item. If device sent back is in lesser condition you may only be entitled to a percentage of the original purchase price.
Please note, under no circumstances can we backdate refunds due to changes of price.
Need help removing the Account from your device? Please follow the Relevant guides below.
Option 1 - Removing iCloud account via your device
- Turn device ON
- Select Settings
- Select iCloud
- Press Delete Account
- Enter Apple ID password when prompted
- Select Turn Off
Please note: The above process must be done before wiping or restoring the device.
Option 2 - Removing iCloud Account remotely
- Device must be switched OFF
- Login to icloud
- Select Find my iPhone
- Click the dropdown list
- Device will show as 'Offline'
- Select 'Remove from Account' - NOT 'Erase phone'
- Select Remove on the confirmation popup.
Device must be switched off and appear as 'Offline', otherwise 'Remove from Account' option will not appear. If you have recently switched device off, you may have to wait a few minutes for the device to switch to 'Offline' status.
Google/Android/Samsung Account locked devices:
- Please make sure all Samsung devices which are returned have had the Samsung or Google account deactivated. We will be unable to accept this device if Samsung account lock is activated, the device will be shipped back to the sender. To remove a Google account please follow the same process. This process is shown below:
- Select the Apps soft key / Menu Key
- Select Settings
- Select Accounts
- Select your Samsung account
- Select Samsung account
- Select Remove account
- Confirm Remove account
- You will now be signed out from your Samsung account on your device. Repeat the steps for the Google account if needed.
Still have questions? Our customer services team will be happy to help. You can reach them on 0800 111 4458 9am-5pm Mon-Fri, email firstname.lastname@example.org or on our live chat service!