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Returns & refunds.

At Phones.co.uk, we want you to be completely satisfied with your purchase. If you need to return an item, please read our policy below.

1. Our 30-Day Returns Guarantee

We offer a 30-day return period from the date you receive your order for both change of mind and faulty goods. This means you have 30 calendar days from the delivery date to initiate a return.

2. Returning "Change of Mind" Items

If you've changed your mind about your purchase, you can return it within 30 days of receipt, provided the following conditions are met:

  • Condition: The item must be unused, in its original, pristine condition, and with all original packaging, accessories (such as chargers, cables), and any free gifts included. We reserve the right to refuse a refund or deduct a fee if the item is not returned in a resalable condition.
  • Proof of Purchase: You must provide your order number or proof of purchase.
  • Return Postage: Phones.co.uk will provide a prepaid return label for "change of mind" returns.

3. Returning Faulty Goods

If your item develops a fault within 30 days of receipt, you are eligible for an exchange.

  • Reporting a Fault: Please contact our customer service team at [email protected] as soon as you identify a fault, providing your order number and a clear description of the issue.
  • Assessment: Upon receipt of the faulty item, we will conduct an assessment. If the fault is confirmed, we will process an exchange.
  • Return Postage: Phones.co.uk will provide a prepaid return label for faulty goods returns.

4. How to Initiate a Return

To initiate a return, please follow these steps:

  • Contact Us: Get in touch with our customer service team via [email protected]. Please include your order number.
  • Receive Return Label: Our team will provide you with a prepaid return label and instructions on how to package and send your item back to us.
  • Package Your Item: Carefully pack the item, ensuring all original packaging, accessories, and any free gifts are included. Securely attach the provided return label.
  • Send Your Item: Drop off your parcel at the designated postage location as per the instructions provided with your label.

5. Refunds and Exchanges

  • Change of Mind Refunds: Once we receive and inspect your "change of mind" return and confirm it meets the stated conditions, we will process your full refund to your original payment method within 2 working days.
  • Faulty Goods Exchanges: Upon confirmation of a fault, we will dispatch your replacement item within 5 working days.

6. Items Not Eligible for Return

Please note that certain items may not be eligible for return under this policy, including:

  • Items returned beyond the 30-day return window.
  • Items that are not in their original, resalable condition (for change of mind returns).
  • Items with physical damage not related to a manufacturing fault.

7. Your Statutory Rights

This policy does not affect your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

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