Our 12-Month Warranty

12-Month Warranty Policy

(Refurbished & Used Devices – UK)

Every refurbished device sold by Mobile Phone Enterprise is covered by a 12-month limited warranty against hardware faults at no extra cost. This policy does not affect your statutory rights under the Consumer Rights Act 2015.

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1. Warranty Period

Your 12-month warranty begins on the date your device is delivered. The coverage is valid only for the original purchaser and is non-transferable.

2. What's Covered

The warranty covers manufacturing defects and hardware faults that prevent the device from functioning as supplied, including:

• Screen and display faults
• Speaker and microphone issues
• Charging port failure
• Side buttons and volume controls
• Front and rear cameras
• Wi-Fi, Bluetooth, and cellular connectivity
• Face ID and Touch ID (where originally fitted)

3. What's Not Covered

The following are excluded from warranty cover:

• Accidental damage, drops, bends, or cracked screens after delivery
• Water, moisture, or liquid damage
• Battery degradation through normal use (batteries are consumable and wear with charge cycles)
• Software issues caused by the user, including jailbreaking or rooting
• Damage caused by unauthorised repairs or third-party parts
• Cosmetic wear consistent with the grade purchased (Pristine, Excellent, Very Good, Good)
• Consumable accessories supplied with the device (cables, adapters)
• Loss or theft of the device

4. Battery Health at Dispatch

All refurbished devices are dispatched with a minimum battery health of 80%. This is a condition of the device at the point of sale only — battery health will naturally decline with use, and ongoing degradation is not covered by this warranty.

5. How to Make a Warranty Claim

To start a claim, email sales@phoneenterprise.co.uk with:

• Your order number or proof of purchase
• The device IMEI (Settings → General → About)
• A clear description of the fault
• Photos or a short video demonstrating the issue, where possible

Our team will respond within one working day with next steps.

6. Return Shipping

If the fault is confirmed as covered by this warranty, we provide a prepaid Royal Mail return label at no cost to the customer. If inspection reveals the fault is outside warranty cover, the customer is responsible for return shipping of the unrepaired device.

7. Repair, Replacement, or Refund

Once we receive your device, our technicians will diagnose the fault and proceed with one of the following outcomes, at our discretion:

• Repair the device and return it to you
• Replace the device with one of equivalent or better specification and condition
• Issue a full or partial refund if repair or replacement is not possible

8. Turnaround Time

Most warranty claims are resolved within 3–5 working days of receiving the device. If a longer repair is required, we will contact you with a revised timeline.

9. Proof of Purchase

A valid order number, order confirmation email, or receipt is required to validate any warranty claim. Claims cannot be processed without proof of purchase.

10. Security Locks

Devices returned for warranty must have all personal accounts removed prior to shipping, including:

• Apple ID / Find My iPhone
• Google Account / Factory Reset Protection
• Samsung Account / Reactivation Lock
• Any carrier or screen-lock PIN

If locks remain active and we are unable to service the device, it will be returned to you unrepaired.

11. Your Statutory Rights

Nothing in this warranty limits your statutory rights under UK consumer law. For faulty goods, you may also be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, regardless of this voluntary warranty.

12. Contact

For any questions about this warranty, please contact us:

• Email: sales@phoneenterprise.co.uk
• Phone: +44 7757 218007
• Address: Mobile Phone Enterprise, Hounslow, London, UK
• Opening hours: Mon–Sun, 9:00 AM – 7:00 PM