Returns & Warranty – Free, Simple & Customer-First

Buying a phone online should be completely risk-free. That’s why our returns and warranty process is designed with transparency, speed, and customer convenience in mind — giving you confidence in every purchase.

30-Day “Change of Mind” Returns

If you change your mind, you have a full 30 days from receiving your order to return it — no questions asked.

• Returns are free — we cover postage both ways
• Full refund to your original payment method on the same day we receive the item
• FlexiPay 0% agreements are cancelled immediately and all payments refunded
• Simply request a returns label and we’ll email it to you within minutes

How to Return an Item – Step by Step

1. Log into your account → Orders → select the item → “Start a return” (or contact us directly)
2. Optional: specify a reason to help us improve our service
3. We send you a prepaid Royal Mail or Evri returns label instantly
4. Pack the phone in its original box with all accessories
5. Drop it off at any collection point or request a free doorstep collection
6. We inspect the item and process your refund the same day it arrives

Exchanges – Fast and Free

Want a different model, colour, or storage option? Contact us and we’ll arrange free collection of the original phone. The replacement is sent as soon as the original is on its way back — usually the same or next working day.

Warranty – Full UK Coverage

Every phone comes with at least a 12-month warranty, many flagship and refurbished devices have 24 months. If a fault occurs that is not your fault:

• Repair or replacement free of charge
• Return postage covered both ways
• Most cases resolved within 7–10 working days
• Loan phones available for longer repairs (subject to availability)

How to Make a Warranty Claim

1. Contact us with your order number and a short description of the issue
2. We may attempt a remote fix first (many problems are resolved within minutes)
3. If needed, we send a prepaid returns label or arrange a collection
4. The phone is tested and repaired or replaced
5. Returned to you free of charge with full tracking

What’s Covered – In Plain English

• Covered free of charge: manufacturing faults, battery degradation within the first 12 months, software issues present from day one
• Not covered: accidental damage (drops, liquids), normal wear and tear after 30 days, damage from third-party repairs or misuse

FlexiPay 0% Customers – Fully Protected

If you return a phone purchased on FlexiPay 0% within 30 days, your finance agreement is cancelled automatically and all payments you’ve made are refunded immediately.

Need Assistance?

Our UK-based support team is available 7 days a week. We can help you:

• Update your delivery address
• Redirect a parcel already in transit
• Arrange a preferred delivery day
• Resolve any other queries regarding returns or warranty

Contact us via live chat or email at support@phone-uk.com — typically answered within minutes.

Thousands of customers across the UK trust us because our returns and warranty service is fair, transparent, and hassle-free.

All returns, exchanges, and warranty claims are processed in accordance with our Terms & Conditions and UK consumer law.

Returns & Warranty – Frequently Asked Questions

How long do I have to return a phone if I change my mind?

30 days from receipt. Return the phone in as-new condition with all original packaging and accessories for a full refund.

Are returns really free?

Yes — we provide a prepaid Royal Mail or Evri returns label and cover postage both ways for all 30-day returns and genuine faults.

What condition should the phone be in to get a refund?

As-new condition, with original packaging and accessories. Normal testing is acceptable.

What happens if I bought with FlexiPay 0%?

Your finance agreement is cancelled immediately once we process the return. All payments are refunded and no further charges apply.

Can I exchange for a different model or colour?

Yes — we arrange free collection of the original phone and send the replacement promptly.

How long is the warranty?

Minimum 12 months; many devices come with 24 months. Exact duration is shown on the product page and order confirmation.

What does the warranty cover?

Manufacturing faults, battery issues within the first 12 months, software issues present from day one. Accidental damage is not covered.

Do you provide a loan phone?

Yes, for longer repairs where available — just request one when opening a claim.

How quickly do I get a refund?

Same working day we receive and inspect the returned item — usually back in your account within 1–3 days.

What if the phone develops a fault after 30 days?

It is covered by the warranty. Contact us anytime within the warranty period for a repair or replacement free of charge.

Do you collect the phone from my house?

Yes — we can arrange a free courier collection at a convenient time.

Does this apply to refurbished phones?

Yes — 30-day free returns and full warranty of 12–24 months.

What if I lost the original box or charger?

Within 30 days we can still accept returns, but we may deduct the cost of missing accessories. After 30 days, warranty covers only faults in the phone itself.

Do you repair phones in-house?

We operate a UK repair centre for common issues. For manufacturer-specific repairs, we liaise directly with the brand.

Still have a question?

Our UK-based support team is available 7 days a week via live chat or email support@phone-uk.com.