Returns Process

The Returns Process

1. Complete our Returns form

A) If you placed an order with us on our old website, between 28th October 2021 and 27th October 2022, please email us on and provide the following details

  • Order Number
  • Device / Make / Model / IMEI
  • The product and quantity you wish to return
  • The reason for the return
  • Whether you prefer a refund (subject to you contacting us within 14 days of purchase) or a replacement

After doing so, please go to step 2 below (preparing your device for a return).  


B) If you have placed an order from us on our new site, from Thursday 27th October onwards, and you registered your own customer account, you will need to navigate to your "My Account", then navigate to "My Orders", and then click the "Return" button on the order you wish to return. 

You will need to complete the Returns form: 

  • Your email address will be automatically selected
  • Your product will be automatically selected.  Note if you ordered more than one product, you will need to ensure you select the product you want to return.  If you need to add an additional product click "Add Item to Return" further down the page. 
  • You will need to add "Quantity to Return"
  • You will need to add "Condition"
  • You will need to add the IMEI number. 
  • You will need to add "Preferred Method" 
  • You will need to add the Reason for Return
  • You will be able to upload an image (this will help us resolve your return quicker)  
  • You will be add additional comments about your return and whether you require a refund or replacement. 
  • Your contact details (name, contact email and phone)

After doing so, please go to step 2 below (preparing your device for a return). 


C) If you have placed an order from us on our new site, from Thursday 27th October onwards, and you checked out as a guest when placing your order, please follow this link to submit your return:

After doing so, please go to step 2 below (preparing your device for a return). 


If you have any queries or issues with our returns process, please email us on and we will assist further. 


Please ensure you enter all the information accurately, so we can process your return efficiently. If we do not have all the necessary information, we will need to contact you again which will delay your refund/replacement.


2. Preparing your device for a return

  • Remove sim cards and back up data - once received they are removed of all data due to Data Protection laws.
  • Remove iCloud or Google Account locks - for more info, visit our remove locks guide.
  • Package your return - you can use the original box your item arrived in or your own packaging - just make sure your item is protected with plenty of bubble wrap to ensure it is not damaged in transit.

3. Create your free returns label

Create your free returns label by clicking on this link and then follow the instructions on the Royal Mail website. Once you have entered in your address, click create label.

At this point, you can either print the label yourself and place it onto your package (without taping over the barcode), or you can email yourself a copy and ask the post office to print the label via the QR code found on the email. The label will look similar to the illustration below.

4. Returning your order

If you already printed your free returns label and placed it on your packaging, simply hand it over the counter and your item will make its way back to us.

If you are unable to print your free returns label before you get to the post office, you will need to find the QR code that was emailed to you when you created your label and show this code to the attendant. They will then print the returns label, fasten it to your package and it will arrive back in our warehouse.

Whichever method you choose, please keep a proof of receipt which will include your tracking number so you can keep track of your parcel.

5. Track your return

The majority of returns will arrive in our warehouse within 2-3 working days. You can keep track of your return by clicking on this link and entering your tracking number located on your proof of receipt obtained at the post office.

6. Processing your return / refund

Once we receive your device, we will process your return. Returns are usually processed within 2 to 4 working days of the item being received, but during busier periods this can take up to 7 working days, i.e. Monday to Friday and excluding bank holidays.  

As soon as an item has been refunded, you will receive an email notifying you of such. If you do not receive this, please check your junk/spam folder and if you still don't have it, or if you have any other questions you can contact us at


If your item requires a repair, this may take an additional 48 hours to process and you will be notified of such delay. If your item cannot be repaired, you will be contacted with a full explanation.