Refund policy
Returns, Refunds & Exchanges Policy
(Used & Refurbished Devices – UK Consumer Rights)
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
All devices sold are used or refurbished, unless explicitly stated otherwise. Minor cosmetic wear, signs of prior use, or replaced parts consistent with refurbishment may be present and are not faults.
1. Right to Cancel (Distance Selling)
You have the legal right to cancel your order within 14 days of receiving your item, without giving a reason.
To cancel, you must notify us in writing (email or contact form) within the 14-day cancellation period. You then have a further 14 days to return the item.
Reimbursement may be withheld until the returned item is received or evidence of sending is supplied, whichever occurs first.
2. 30-Day Change-of-Mind Returns
In addition to statutory cancellation rights, we offer a 30-day return period for change-of-mind purchases.
Conditions:
- The device must be returned in the same condition as supplied
- The phone must power on and be identifiable as supplied
- The device must be fully unlocked with all accounts removed (Apple ID / Google / Samsung)
- The device must not show additional physical damage, liquid exposure, tampering, or unauthorised repair
Return shipping costs are the customer's responsibility.
Refunds may be reduced or refused if the item shows handling beyond what is necessary to establish its nature, characteristics, and functioning.
This goodwill return period does not limit or replace statutory rights in relation to faulty, damaged, or misdescribed goods.
3. Faulty, Damaged, or Incorrect Devices
If your device is faulty, damaged, or not as described, statutory rights apply.
- Within 30 days of delivery: you may reject the device for a full refund
- After 30 days: you may be entitled to a repair or replacement. If repair or replacement is not possible or fails, a refund will be issued
Return shipping for confirmed faults or incorrect items is free of charge.
4. Battery Health (Refurbished Devices)
All refurbished devices are supplied with a minimum battery health of 80% or higher, unless otherwise clearly stated on the product listing.
Battery health is tested, verified, and recorded at the time of dispatch and forms part of the device condition assessment.
Battery performance naturally degrades over time and is considered a consumable component. Reduced battery life compared to a brand-new device is expected and does not constitute a fault where battery health meets or exceeds 80%.
Battery-related refunds or replacements will only be considered where battery health is below 80% at delivery or where the battery fails due to a verifiable defect (not normal wear).
5. Condition at Dispatch
All devices are individually inspected, tested, and verified prior to dispatch.
This inspection includes, but is not limited to:
- Device power-on and functional checks
- Verification of model, storage, and network status
- Confirmation that the device is free from activation or security locks
- Battery health verification (minimum 80% unless otherwise stated)
- Visual inspection for condition consistent with the product description
The condition recorded at dispatch forms part of internal order records and is used when assessing any return, refund, or dispute.
Each device is recorded by unique identifiers including IMEI and/or serial number prior to dispatch. These identifiers are linked to the specific order and may be used to verify device identity when assessing returns, refunds, warranty claims, or disputes.
6. Condition Assessment & Misuse
All returned devices are inspected.
Refunds will not be issued for issues caused by misuse, accidental damage, or customer-caused faults, including:
- Physical damage
- Liquid or moisture damage
- Electrical damage
- Software modification
- Unauthorised repair or tampering
Returned devices must match the original IMEI and device identifiers recorded for the order at the time of dispatch. If a returned device does not match dispatch records, the return will be rejected and no refund will be issued.
If misuse is identified, the device may be returned or a repair service may be offered at a reasonable cost, subject to agreement.
7. Apple ID, Google Lock & Security Locks
Devices must be returned fully unlocked.
If a device is returned with an active Apple ID, Google account, Samsung account, Find My, or any other activation/security lock, you must cooperate promptly to remove it.
If the lock is not removed, the return will be rejected and no refund will be issued, as the device cannot be verified, tested, or resold.
8. Proof of Purchase
All returns require valid proof of purchase. Returns sent without authorisation may be refused.
Please do not send your purchase back to the manufacturer.
9. How to Start a Return
Please sign in to your account and submit your return request using our Return Portal:
If you are unable to access your account, please contact sales@phoneenterprise.co.uk for assistance.
Returns should only be sent after you have received return instructions. Items sent back without first requesting a return may be refused.
10. Partial Refunds
Partial refunds may be issued where:
- The device condition differs from how it was supplied
- Accessories or included items are missing
- Damage is present that was not reported
- The device has been excessively used beyond inspection
11. Refund Processing
Once your return is received and inspected, you will be notified by email of approval or rejection.
Approved refunds are issued to the original payment method. Refund timing depends on your payment provider.
Refunds will be processed without undue delay and, where required by law, within the applicable statutory timeframe.
Refunds will only be issued once the original device has been returned and received, unless otherwise required by law.
12. Late or Missing Refunds
If you have not received a refund yet, please check your bank account again, then contact your credit card provider and your bank, as processing times can vary.
If you have done all of the above and still have not received your refund, please contact sales@phoneenterprise.co.uk.
13. Sale Items
Sale items are subject to the same statutory rights as full-price items.
They may only be excluded from change-of-mind refunds, not from refunds for faults or misdescription.
14. Exchanges
Exchanges are offered only where an item is confirmed to be faulty or damaged.
Replacements are dispatched after the returned device is received and inspected.
15. Gifts
If the item was marked as a gift when purchased and shipped directly to you, a gift credit may be issued once the return is approved.
If the item was not marked as a gift, the refund will be issued to the original purchaser.
16. Return Shipping
- Change-of-mind returns: the customer is responsible for return shipping
- Faulty or incorrect items: return shipping is free of charge
For items valued over £75, tracked and insured service is recommended. We are not responsible for lost return items without proof of postage.
17. Delivery Issues & Lost Parcels
Delivery timeframes are estimates and may occasionally be affected by courier delays.
If a parcel has not arrived, customers should contact us so that we can investigate with the courier.
A parcel will only be considered lost after 10 working days from the expected delivery date or dispatch date (whichever is later).
If the parcel has not arrived after this period and the courier confirms the parcel as lost, a full refund or replacement will be issued.
Where courier tracking (including Royal Mail tracking) confirms that a parcel has been delivered to the delivery address provided at checkout, the order will be considered fulfilled.
Contact Information:
Mobile Phone Enterprise
Livingstone Road, Hounslow, TW3 1XX
Phone: +44 7757 218007
Email: sales@phoneenterprise.co.uk
Hours: Mon – Sun: 9AM – 7PM