Refund policy

Refund & Warranty Policy

Effective Date: 1st October 2024
Reviewed: 24th April 2025

1. Overview

At Phones From Home, we take pride in the quality and reliability of our devices. This policy outlines your rights to refunds, returns, and warranty support — in accordance with UK consumer law and our extended protection schemes.

2. Your Right to a Refund (Faulty Goods)

Under the Consumer Rights Act 2015, you are entitled to the following:

  • Full Refund: If your item is faulty or not as described, you are entitled to a full refund within 30 days of receipt.

  • Repair or Replacement: If a fault develops after 30 days (but within 6 months), you are entitled to a free repair or replacement. If a repair or replacement isn’t possible, we’ll offer a full or partial refund.

  • Extended Fault Claims: You may still be entitled to a remedy for up to 6 years if a fault appears later, depending on the circumstances.

3. Warranty Policy

All our devices come with a minimum 12-month warranty covering manufacturer faults. Some items may include extended warranties of up to 24 months — this will be clearly stated in the product description.

Warranty Conditions:
To make a warranty claim, your device must:

  • Be in the same condition as when purchased

  • Be free from user damage (e.g., cracks, water damage, misuse)

  • Include proof of purchase (receipt or invoice)

  • Be returned with any original packaging where applicable

4. Warranty Claims Process

To start a claim, contact sales@phonesfromhome.co.uk with:

  • Your order number

  • A description of the issue

  • Any supporting photos or videos (optional but helpful)

Once accepted, we’ll provide instructions for returning the item.

Send your return using tracked post:
We recommend using Royal Mail Tracked with compensation cover equivalent to the value of your device.

👉 Warranty returns label:
https://tinyurl.com/phonesfromhomereturnslabel

5. Warranty Outcome Process

Once your device is received and inspected:

  1. We will attempt a repair

  2. If a repair is not possible, we will offer a like-for-like replacement

  3. If no replacement is available, a full refund or exchange will be offered

You’ll be notified of the result by email. Refunds will be returned to the original payment method. Banks may take up to 10 working days to complete the transaction.

6. Lifetime Blacklist Warranty

We offer a lifetime warranty against devices becoming blacklisted.

What is a blacklisted phone?
A device that has been reported as lost, stolen, or has an unpaid balance with a UK carrier (e.g., O2, EE).

If your device is blacklisted after purchase, please contact us immediately. We will investigate and issue a replacement or full refund if your claim is approved.

7. 30-Day Returns (Change of Mind)

We offer a 30-day returns policy for unused items purchased directly from us.

Conditions:

  • The item must be unused, in the same condition as received

  • Original packaging must be included

  • Proof of purchase is required

To request a return, email sales@phonesfromhome.co.uk. Once accepted, we’ll send you a return shipping label and instructions. Items sent back without authorisation will not be accepted.

8. Damaged or Incorrect Items

Please check your order on arrival. If you receive a damaged, defective, or incorrect item, contact us within 48 hours so we can resolve the issue promptly.

9. Items That Cannot Be Returned

We do not accept returns on:

  • Items damaged by customer misuse

  • Items sold as "non-returnable" or "clearance" (unless faulty)

  • Personalised or custom-order items

  • Gift cards or downloadable software

  • Returns made outside the return period

10. EU Customers – 14-Day Cooling-Off Period

For EU customers buying online, you are entitled to a 14-day cooling-off period to cancel your order for any reason.

To be eligible:

  • Items must be in unused condition

  • Returned within 14 days of delivery

  • Include original packaging and proof of purchase

This right applies in addition to any warranty or return rights mentioned above.

11. Refunds

Once we’ve received and inspected your return or warranty claim:

  • Approved refunds will be issued to your original payment method

  • This typically occurs within 10 business days

  • If your refund is delayed more than 15 working days, please contact us

12. Questions or Concerns?

We're here to help.
📧 Email: sales@phonesfromhome.co.uk
📞 Call: +44 7882 164602
📍 Address: 2 Ashton Hall Drive, Boston, PE21 7TG