Refund policy

WARRANTY RETURNS

We have a minimum 12 months warranty and faulty item return policy, which means you have a minimum of 12 months after receiving your item to request a return if your item becomes faulty due to a manufacturing fault. See individual item’s description for exact warranty time as some devices have 12 months to 24 months warranty.

To be eligible to claim on your warranty, your item must be in the same condition that you received it, in its original packaging (if provided). You’ll also need the receipt or proof of purchase.

To start a warranty return, you can contact us at sales@phonesfromhome.co.uk. If your request is accepted, we’ll send you instructions on how and where to send your warranty return to.

Items sent back to us without first requesting a warranty return will not be accepted.

We recommend you send the item tracked mail using Royal Mail with relevant compensation up to the value of the device you are posting.

You can always contact us for any warranty questions at sales@phonesfromhome.co.uk.

What Happens Next?

Unfortunately, we cannot accept returns if a product has been damaged by yourselves or a change of mind. We pride ourselves in keeping our customers happy so if an item is returned under warranty we will try and fix the problem before issuing a refund. This will work as follows:

- Repair the fault
- If a repair cannot be carried out, a like for like replacement will be issued
- Under exceptional circumstances, if none of the above can be completed then a full refund or exchange will be given

We will notify you once we’ve received and inspected your warranty return and let you know if the warranty return is approved or not. You will be automatically be refunded on your original payment method if the 2 steps above cannot be completed. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Lifetime Blacklist Warranty

We are confident our phones will never blacklist and as a result we now offer a lifetime warranty against devices becoming blacklisted.

What is a blacklisted phone?

A blacklisted phone is reported lost or stolen by the prior owner or blacklisted by the carrier eg O2 for outstanding balance or unpaid contract.

Once we’ve received and investigated we will let you know if your claim against our Lifetime Blacklist Warranty has been successful and a refund shall be given. Please refer to the Refunds section above.

Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@phonesfromhome.co.uk

If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@phonesfromhome.co.uk.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or item bought with a discount code.

 

UK 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@phonesfromhome.co.uk.