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Terms & Conditions

Terms & Conditions


Refurb Phone - Goods and Service Terms and Conditions


Refurb Phone is a trading name for Ezy Gadgets Limited.

By purchasing or ordering the Goods and/or Services, you agree to be bound by the terms and conditions set out below. Before you place your order, if you have any questions relating to these Conditions please speak to one of our sales staff or contact us via our website at www.refurb-phone.com in the contact us section.

Our terms and conditions comply with appropriate UK legislation and are only available to UK residents.

"Refurb Phone" is the trading name for Ezy Gadgets Limited;

"Conditions" means these terms and conditions;

“Goods” means any goods you purchase under these Conditions;

“Non-subscription Services” mean any Services other than Subscription Services;

“Personal Information” means the details provided by you to us;

"Services" means any services you order or otherwise purchase under these Conditions;

“Subscription Services” means any Services to which you subscribe on an ongoing basis and which are supplied to you by us, for example technical support Services;

"Us/our/we" means Ezy Gadgets Limited, a company registered in England and Wales under the number 07567279 with registered office located at 2nd Floor Block A Suite 21, Vista Centre Salisbury Road, Hounslow, Middlesex, TW4 6JQ ;

"Website" means either one of the websites located at www.refurb-phone.com or any other URL which may replace it; and

"You/Your" means the person ordering or otherwise purchasing the Goods or Services.


1. Rights and Obligations


1.1. You undertake:

1.1.1. to pay any amounts due to us in a timely manner;

1.1.2. that the Personal Information which you provide is true, accurate, current and complete in all respects; and

1.1.3. to notify us immediately of any changes to the Personal Information by contacting us via our website at www.refurb-phone.com in the contact us section; and

1.1.4. not to impersonate any other person or entity or to use a false name.

1.2. We reserve the right to modify the price or the content or withdraw, temporarily or permanently, some or all of the Goods or Services available via our stores and/or our Website. We also reserve the right to change or add to these Conditions from time to time.

1.3. Unless you have placed an order for any Goods or Services, or you subscribe to any Subscription Services, by the time such a change takes effect, we shall not be obliged to give you notice of any such modification or withdrawal.

1.4. From time to time we may also have to make changes in the specification of any Good or Service:

1.4.1. to make it conform with any applicable safety or other statutory requirements; or

1.4.2. to make it reflect changes in the manufacturer’s specification, but we will endeavour to ensure that such changes do not reduce the quality or performance of such a Good and/or Service. Where you have placed an order for the affected Good and/or Service and such changes are substantial, we will notify you in advance to ensure that you still wish to proceed with any order that you have placed.


1.5. Goods and Non-subscription Services:


1.5.1. You will be subject to the policies and Conditions in force at the time you order or otherwise purchase the Goods or Non-subscription Services, unless we are legally obliged to make changes to these Conditions that apply retrospectively. If this happens, these changes will apply to any orders we have not yet fulfilled when the changes took effect, even if your order was placed previously.

1.5.2. We shall not withdraw or modify to your substantial detriment any of the Goods or Non-subscription Services for which we have accepted an order from you, other than where such modification or withdrawal is required as a result of events outside of our reasonable control.

1.5.3. The purchase of software products is subject to your acceptance of the terms of any end user and/or licensing agreement(s) relating to such software.

1.5.4. We are under a legal duty to supply Goods that are in conformity with these Conditions.


1.6. Subscription Services only:


1.6.1. If you subscribe to any Subscription Services, we will give you prior notice of any withdrawal or modification of the Subscription Services, the price you pay for them or any changes to these Conditions.

(i) Where these changes are to your substantial detriment (which shall include but not be limited to an increase in the price of your Subscription Services of more than 10%), you can choose to cancel any unused portion of the Subscription Services without penalty before any such changes take effect. Your continued subscription to the Subscription Services following such change taking effect shall be deemed to be your acceptance of such change.

(ii) Your right to cancel under:

1.6.1 (i) above does not apply where:

(a) any price increase in relation to the Subscription Services does not exceed the Retail Price Index figure, the Consumer Price Index figure or similar in any twelve month period; or

(b) the increase is as a result of any increase in VAT or other taxes or the introduction of a similar or new tax on the Subscription Service.

1.7. We will do our best to provide the Goods and/or Services you have ordered in a timely and efficient manner but please note that any estimated time frames for any delivery of the Goods and/or completion of the Services are estimates only and delays may arise as a result of matters outside of our reasonable control.

1.8. Goods that you have ordered may be subject to EU and US export control laws and laws of the country where it is delivered or used. Under these laws, such Goods may not be sold, leased or transferred to restricted end-users (including to nationals of Cuba, Iran, North Korea, Sudan, and/or Syria) or countries or for restricted end-uses (including uses related to the development, production, use, or maintenance of “Weapons of Mass Destruction”, including without limitation, uses related to nuclear, missile, and/or chemical/biological development). If the Goods are supplied to you subject to any such Export Laws, supply to you of the Goods is subject to you not falling into any such restricted categories.


2. Orders


2.1. The Goods and Services are available only to individuals who we, in our absolute discretion, consider eligible. The eligibility criteria include, without limitation, those whose applications are acceptable to us and those who are residents in the United Kingdom. Services that come with minimum term contracts are only available to individuals who are 18 years old or over and by ordering or otherwise purchasing such Services, you confirm that you are 18 years old or over.

2.2. When so requested by us, you must provide your name, phone number, address, payment details and other requested information.

2.3. Each order placed by you will be treated as an offer to purchase the Goods and/or Services to which your order relates. The contract will only be completed when we dispatch the Goods/commence the provision of the Services (as applicable) or when we take any due payment from you (which includes debiting your payment method), whichever is the earlier.

2.4. You acknowledge that any automated acknowledgement given when you place an order shall not amount to our acceptance of your offer to purchase.

2.5. We may, at our own discretion, limit, restrict or reject any order you place at any time prior to the contract having been completed. Where this happens, we will attempt to contact you using your Personal Information. We also reserve the right to limit or prohibit sales to dealers or to entities that we believe, in our sole discretion, are making use of the Goods or Services for profit.


3. Price and Payment


3.1. The price of the Goods or Services (if any) shall be our quoted price or, where no price has been quoted (or a quoted price is no longer valid), the price of which we inform you prior to accepting your order. All graded mobile phones are sold on the VAT marginal scheme ( second hand goods ) and vat cannot be reclaimed. All accessories are sold inclusive of VAT.

3.2. You shall provide payment prior to us providing you with the Goods or Services (as applicable) unless otherwise agreed by us in writing.

3.3. If you fail to make any payment on the due date then, without prejudice to any other right or remedy we may have, we will be able to do one or more of the following:

3.3.1. where you subscribe to Subscription Services, suspend the provision of the Services to you until payment has been received and, where you have failed to make payment despite reminders to do so, cancel this agreement; and/or

3.3.2. where you have ordered Goods or Non-subscription Services, cancel this agreement between you and us in relation to such Goods and/or Nonsubscription Services; and/or

3.3.3. in any event, charge you interest (before and after any judgment) on the amount unpaid, at the rate of 2% per calendar month, until payment is made in full (a part of the month being treated as a full month for the purpose of calculating interest).

3.4. You confirm that any payment method you use is yours.

3.5. All payment methods other than cash are subject to validation checks and authorisation and we will not be liable for any delay or non-delivery caused by any failure of such checks or authorisation.

3.6. Once any Goods you have ordered or otherwise purchased have been collected and/or otherwise received by you,, all risk of damage to, or loss of, the Goods shall pass to you.

3.7. Irrespective of delivery and the passing of risk in the Goods, or any other provision of these conditions, the ownership of the Goods shall not pass to you until we have received in cash or cleared funds payment in full for the price of such Goods.

3.8. Until such time as the ownership of the Goods passes to you, you shall hold it on our behalf and keep it safe and identified as our property.

3.9. Until such time as the ownership of the Goods passes to you, we shall be entitled to ask you to return the Goods to us.


4. Right of Cancellation


4.1. Goods and/or Services ordered at a distance:

4.1.1. Consumers ordering Goods or Services at a distance (such as via telephone or online) have certain cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

4.1.2. You may not cancel any order for Services at any time.

4.1.3. You may cancel any order for Goods other than software at any time within 14 calendar days from the day after receiving your Goods without liability to us. You than have another 14 days to ensure the device is back at our premises. Failure to return the device within the designated timescale will result in the refund not being provided. 

4.1.5. Where you have ordered software, you do not have a right to cancel your order once it has been accepted and either

(i) download of the software has started; or

(ii) where the software has been delivered to on CD, DVD or other similar storage devices and the software is unwrapped.

4.1.6. You may cancel your order by contacting us via sales@refurbphone.com. For further details on how to cancel, please see www.refurb-phone.com. Any cancellation notice must be given before the end of the 14 day period referred to above.

4.1.7. Where you cancel an order for Goods, it must be returned to us within 14 days of the date of cancellation, complete (together with any accessories, leads or other items provided with the Goods) and undamaged, with proof of purchase. If you fail to return the Goods in this manner, we may charge you the costs we incur in recovering the Goods from you (which may be substantial) or the stand alone retail value of any missing or damaged items.

4.1.8. Unless collection of the Goods has been arranged, you must return the Goods by sending it to Ezy Gadgets LTD, 2nd Floor Block A Suite 21, Vista Centre Salisbury Road, Hounslow, Middlesex, TW4 6JQ. It is your responsibility to ensure that the Goods are received by us and we recommend using recorded and signed for delivery where appropriate in respect of the type of Goods that you are returning. Please see our returns policy on www.refurb-phone.com for further information.

4.1.9. Where we have agreed to collect the Goods from you, you must ensure that you make the Goods available for collection at the time arranged.

4.1.10. You shall be under a duty to take reasonable care of the Goods until received or collected by us (if applicable) and it is your responsibility to ensure that the Goods are not damaged whilst in transit using transport arranged by you.

4.1.11. You are entitled to examine any Goods that you have ordered as you would in a shop. However, if you use the Goods, you may lose your right to a full refund. Use would include, but would not be limited to using the Goods to make or receiving a call, sending or receiving SMS or MMS, the installation and/or use of any software (including games), connecting to and/or accessing the internet, downloading, or using any of the functions of the Goods for example amending settings, saving any data, adding a contact or appointment, taking a photograph or using an application. We reserve the right to charge you for the value of any Goods returned which have been used or damaged whilst in your possession, up to the full cost price of the Goods.

4.1.12. If you cancel your contract in accordance with the provisions of this Clause 4.1, subject to the provisions of Clauses 4.1.7 and 4.1.11 we will refund any sums paid by you in relation to your order (less our costs if we have to recover any Goods from you under Clause 4.1.7) within 14 days.


4.2. Subscription Services:


4.2.1. Without prejudice to our rights under Clause 1 above, if either party breaks the terms of this agreement in any material way, the other party can terminate this agreement by giving the other party 7 days’ written notice of such termination.

4.2.2. Subject to Clauses 4.2.3 and 4.2.4 and without prejudice to Clause 4.2.1 above or to any other rights we have under the terms of these Conditions, either party can terminate this agreement at any time by giving the other party no less than 14 days written notice of such termination.

4.2.3. In the event that the Subscription Services come with a minimum term contract, without prejudice to our rights in Clauses 1 and 4.2.1 above, we will not terminate the Subscription Services during such a minimum term.

4.2.4. You may terminate the Subscription Services within such a minimum term but if you do so other than in exercising your rights under Clauses 1.6.1 and 4.2.1, we may charge you a cancellation fee.


5. Warranty


5.1. For Brand New devices manufacturers warranty is provided. If the phone develops a fault the customer must contact the manufacturer directly to resolve the fault.

5.2 Brand New genuine accessories,  manufacturers warranty is provided. If the phone develops a fault the customer must contact the manufacturer directly to resolve the fault.

5.3 Brand New generic accessories, warranty is provided by Refurb Phone. The product warranty is 6 months and you must contact Refurb Phone. 

5.4 Premium Refurbished and very good products come with 12 months warranty and covers technical faults. The warranty does not cover accidental / water liquid damage or physical damage. 

5.4.1. If a device is sent back to Refurb Phone that is damaged by the customer than Refurb Phone reserve the right to charge the customer to return the device back to them. 


6. Your Personal Information


6.1. We need to collect certain Personal Information to provide you with the Goods and/or Services. This Personal Information will form part of a record of your dealings with us.

6.2. When you contact us, we may ask for certain Personal Information to be able to check your identity and we may make a note of this. We will keep Personal Information given to us by you or others during your relationship with us. This includes:

6.2.1. details you give us on order forms or during communications with you; and

6.2.2. details we receive from credit reference and fraud detection agencies.

6.3. You agree that we may use and update your Personal Information:

6.3.1. for credit and credit related services and to manage your accounts;

6.3.2. when applicable in relation to the Goods and/or Services ordered, to make credit, fraud and identity checks on you

(i) prior to accepting your order; and

(ii) subsequently for the purpose of risk assessment, debt collection and fraud prevention whilst you retain a financial obligation to us;

6.3.3. to provide you with goods and/or services that you have ordered;

6.3.4. to trace and recover debts;

6.3.5. to prevent and detect fraud, crime and money laundering;

6.3.6. to update our records about you; and

6.3.7. to check your identity.

6.4. If you give us false or inaccurate information or we identify fraud, we may record this.

6.5. Any credit checks that we undertake will be recorded by the credit reference agencies in the form of a search ‘footprint’ on you credit file. This ‘footprint’ may then be seen by other people conducting similar searches of your credit file.

6.6. We may use and disclose information about you and how you run your accounts to credit reference, law enforcement and fraud prevention agencies. For example, if you do not pay any sums owed to us when due, details of this failure may be passed on to credit reference agencies who will record this information against your credit file. Such records may remain on file with credit agencies for 6 years after your account is closed, whether settled by you or defaulted.

6.7. Credit Agencies may pass the Personal Information that they received from us to other organisations in the performance of credit and/or fraud checks. Your Personal Information together with any additional information held by credit reference agencies and fraud prevention agencies may also be used to trace your whereabouts and recover debts that you owe.

6.8. Information held about you by credit reference agencies may be linked to records of people who are financially linked to you. We and other organisations may use credit reference agency and fraud prevention agency records that we receive about you, and people financially linked to you to help make decisions about you and them.

6.9. You agree that we may use your Personal Information for operating a publicly accessible directory service.

6.10. We may use your Personal Information for research and statistical analysis, to develop and improve our products and services.

6.11. When assessing an application, we may use automated decision-making systems.

6.12. Your Personal Information is confidential, we will only disclose it outside the Ezy Gadgets Limited LTD when:

6.12.1. you give us your consent;

6.12.2. it is needed by certain reputable third parties involved in running accounts and/or providing services for us (for example, credit reference agencies or companies that we use in the provision of the Services);

6.12.3. it is needed in order to obtain professional advice;

6.12.4. it is needed to investigate or prevent crime (e.g. to fraud prevention agencies);

6.12.5. the law permits or requires it, or any regulatory or governmental body requires it, even without your consent;

6.13. We may administer your account and provide services from countries outside Europe that may not have the same data protection laws as the UK. However, we will have contracts or other legal mechanisms in place to ensure your Personal Information is adequately protected, and we remain bound by our obligations under the Data Protection Act even when your Personal Information is processed outside Europe.

6.14. We may monitor, record, store and use any telephone, email or other electronic communications with you for training purposes, to check any instructions given to us and to improve the quality of our customer service.

6.15. Where we process sensitive Personal Information, we will employ appropriate security measures.

6.16. If you would like us to tell you what information we hold about you, or if you wish to have details of the credit reference or the fraud prevention agencies from whom we obtain and with whom we record information about you, please write to us at Ezy Gadgets LTD 2nd Floor Block A Suite 21, Vista Centre Salisbury Road, Hounslow, Middlesex, TW4 6JQ and include your full name, address and a copy ID with each request. There maybe a fee for this.

6.17. You will have the opportunity to consent to us contacting you by e-mail, phone, SMS or MMS from time to time occasionally about products and services of the Ezy Gadgets LTD Group and carefully selected third parties we believe may be of interest to you.

6.18. You can make changes to your marketing preferences and/or correct or update any inaccurate or incomplete information at any time by visiting the contact us section of our site or alternatively, you can write to us at us Ezy Gadgets LTD 2nd Floor Block A Suite 21, Vista Centre Salisbury Road, Hounslow, Middlesex, TW4 6JQ. Please note that it may take up to 28 days for such changes to take effect.

6.19. We may pass your information to the Mobile Equipment National Database ("MEND") and the Stolen Equipment National Database ("SEND") (organizations operated by Recipero Limited, a company registered in England and Wales under Company No. 3794898 and with its registered office at Lawrence House, Lower Bristol Road, Bath BA2 9ET) to enable MEND or SEND to contact you in the event that you lose your Mobile Phone/Smart Phone or it is stolen from you. Please contact us on 0203 773 5252 if you do not want your information to be passed to MEND and/or SEND. PLEASE NOTE: Once you have been registered with MEND and SEND, it is your responsibility to ensure that you notify any change of mobile phone to MEND and SEND to ensure that there is no interruption of their service to you.

6.20. If you give us information about another person, you confirm they have given you permission to provide it to us and for us to be able to process their personal information. You must also confirm that you have told them who we are and the basis on which we will use their information.


7. Notices


7.1. You may send us notices under or in connection with these Conditions:

7.1.1. by post to Ezy Gadgets LTD 2nd Floor Block A Suite 21, Vista Centre Salisbury Road, Hounslow, Middlesex, TW4 6JQ; or

7.1.2. via our website www.refurb-phone.com.

7.2. Proof of sending does not guarantee our receipt of your notice. You must ensure that you have received an acknowledgement from us which should be retained by you.


8. Limitation of Liability


8.1. We will not be liable under this contract for any loss or damage caused by circumstances where:

8.1.1. there is no breach of a legal duty of care owed to you by us;

8.1.2. such loss or damage is not a reasonably foreseeable result of any such breach; or

8.1.3. any loss or damage which results from the breach by you of any term of these Conditions.

8.2. Our liability shall not in any event include losses related to any business of a customer including but not limited to lost data, lost profits or business interruption.

8.3. We will not be liable for any loss or damage caused by us in circumstances where:

8.3.1. there is no breach of a legal duty of care owed to you by us; and/or

8.3.2. such loss or damage is not reasonably foreseeable.

8.4. We will not be liable any loss or damage caused wholly or mainly by your breach of these Conditions.

8.5. Nothing in these Conditions shall:

8.5.1. exclude or limit our liability for death or personal injury resulting from our acts or omissions or those of our servants, agents or employees; or

8.5.2. limit your rights as a consumer under applicable UK law.

8.6. We shall not be liable where we are unable (using reasonable efforts) to provide any Goods and/or Services ordered by you as a result of any event outside our reasonable control.

8.7. All Services are provided on a commercially reasonable basis. Although we will provide the Services with reasonable skill and care, we make no warranty that the Services will meet your exact requirements or that they will always be available.

8.8. The Goods, where new, are sold with the benefit of and subject to the terms set out in any warranty or guarantee given by the manufacturer of the Goods. This is in addition to your legal rights in relation to Goods which are faulty or which otherwise do not conform to the legally required standard.

8.9. Each provision of this Clause 8 operates separately. If any part is disallowed, or is not effective, the other parts will continue to apply even after our agreement has been terminated or cancelled.


9. Events Beyond the Parties Reasonable Control


9.1. If either of us cannot do what we have promised because of something beyond our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible, or acts of local or central government or other competent authorities, such party will not be liable for this.


10. Third Parties


10.1. Nobody but you and us can benefit from these Conditions under the Contracts (Rights of Third Parties) Act 1999.

11. Assignment

11.1. You may not but we may, assign, charge or otherwise dispose of our rights under these Conditions. Any attempt by you to do so shall be void.


12. Handling Complaints


12.1. If you ever wish to complain about the Goods or Services, you may do so in the following way:

12.1.1. through our website at www.refurb-phone.com in the contact us section or by email sales@refurb-phone.com or by phone on 0203 773 5252.

12.2. If you are not happy with the way that we deal with any disagreement and you want to take court proceedings, you must do so within the United Kingdom.

12.3. Under EU Regulations around online dispute resolution for consumer disputes, traders are required to provide consumers with an accessible electronic link to the Online Dispute Resolution (ODR) platform. You can submit your complaint via the Online Dispute Resolution platform, which can be found at http://ec.europa.eu/odr.


13. Call Monitoring


13.1. Monitoring or recording of your calls may take place for our business purposes, such as quality control and training, to prevent unauthorised use of our telecommunications systems and to ensure effective systems operation and in order to prevent or detect crime.


14. Website Security


14.1 At Refurb-phone, our priority is to ensure that personal information needed to process your order is safeguarded and the security of your personal details is at the core of our business. We are very proud of the security measures we have taken in order to protect your information and transactions. That is why we use RBS Worldpay Credit Card Authentication process and Paypal. Any sensitive information you send to us, from your computer to our servers is encrypted in transit using the Secure Sockets Layer (SSL) protocol. We use the highest commercially available encryption key length of 128-bits.


15. Delivery & Dispatches


15. Refurb Phone will aim to dispatch the goods the next working day if the order is placed before 2pm.

15.1. If an order is placed above £30 and the free delivery option is selected than we will dispatch the goods by tracked 48 or DPD. This is 3-5 working day service. 

15.2. If an order is placed below £30 and the free delivery option is selected than we will dispatch the goods by Royal Mail 2nd class delivery service. This service is an untracked  and takes 3-5 working days.

15.3. If an order is placed above £30 and the next day delivery option is selected than we will dispatch the goods by Special Delivery or DPD Next Day. This is a 24 Hour Service.

15.4. Orders placed on Friday, Saturday and Sunday will be processed on the following Monday. 

15.5. Refurb Phone can only dispatch to the billing address. Refurb Phone cannot accommodate for special instructions left by the customer either on the notes section of the website or via email in regards to delivery.

15.6. If the customer has attempted to change the delivery address with our courier, it is the customers responsibility to chase it up with the relevant courier company if the order is not delivered within the designated timescale. 



16. Unlocking


All our unlocking services are provided by the manufacturer or the network provider. This will remove any network restriction and will allow you to use your handset worldwide.The following terms and conditions relate to all unlock orders placed.

16.1. Payment for any of our services must be made to Refurb-Phone (EZY GADGETS LTD) first.

16.2. If the incorrect model number is provided, we will not be able to issue a refund as we would have processed it based on the information you initially gave.

16.3. If an incorrect IMEI number is provided, we will not be able to issue a refund as we would have processed it based on the information you initially gave.

16.4. If a blacklisted/blocked IMEI number is provided, we will not be able to issue a refund as we would have processed it based on the information you initially gave.

16.5. If an incorrect network provider is provided, we will not be able to issue a refund as we would have processed it based on the information you initially gave.

16.6. If your network provider is not listed on our unlock options, it means that particular server is down therefore you will have to check and try again in a few days.

16.7. Depending on your network provider, the time specified for that unlock can vary. This will be clearly stated when you process the unlock.

16.8. If we are unable to unlock your phone due to a problem with our server, you will be notified and refunded in full.

16.9. Once an unlock has been submitted you will have untill 5pm on the same day that you placed the order to cancel if you wish to do so. After this time there is no cancellation policy as we would have submitted your imei number to the relevant manufacturer/network for processing. 

16.10. No changes can be made to orders which has been fulfilled where customer error has occurred in relation to the provision of data about the device. Nor can refunds be provided in this instance. 

16.11. If an unlock code doesn't work we cannot refund the value you paid as the unlock code will only not work if you entered the code incorrectly too many times and the phone now has a 0 counter. 16.11.1. Refurb phone can check if the phone is set to 0 counter if you send the phone to us. The delivery to us will be at the customers own expense and the return postage will also be at the customers expense. 

16.12. Orders placed for unlocking on Friday after 6pm and over the weekend will be processed on the following Monday at 5pm.

16.13. If a code cannot be found we will email you to state that this particular imei cannot be unlocked and the money will be refunded. 


17. Repairs Service ( PAID Service ) 


At Refurb-Phone we have our team of engineers who conduct all repairs. The following terms and conditions relate to all repairs that are taken out.

17.1 Our repair specialists have extensive experience in dealing with mobile phone/tablet repairs.

17.2 If you live in the UK, you can use our pre-paid link to send your device to us (£50 compensation). Unfortunately we do not cover postage costs.

17.3 By sending your mobile device to Refurb-Phone, you agree to release us from all claims, damages or losses with respect to the mobile device, any data stored therein or on any media used in conjunction with the mobile device (This could be in the form of personal details, SMS, photos, games, songs or other data).

Please ensure your data is wiped or backed up via your operating system before sending your device to us. Our repairs are carried out in a professional manner but we cannot guarantee the data will be on the mobile device when it is returned to you. We do not offer a data recovery service. 

Pin Locks and passwords must be removed before you send your device to us. We advise that all sim cards, memory cards and accessories are taken off the device before sending to us for repair, as we will not be liable for the loss. 

17.4 At Refurb-Phone, we will not repair any device that has been bricked, blocked or jail-broken. The device will be sent back and the customer will not be refunded with a £15 admin charge applied.

If the device has no IMEI number then we will not repair the device. This is for security and warranty purposes, the device will be sent back and the customer will not be refunded

17.5 When you send your device into us for a repair service ( paid ), it is rigorously tested , sometimes additional faults are found. If we find additional faults with your mobile device we will send you an additional repair payment request via email. It is your decision if you choose to proceed or not.

17.6 We aim to repair your device within 48 hours of receiving it. Unfortunately it is not a promise as every repair varies in time and difficulty.

17.7 If for any reason your repair will take longer, you will be notified of the reason and the estimated completion date. 

17.8 If a certain fault cannot be repair, we will refund you.

17.9 Please be advised, we cannot guarantee your device will be repaired after we diagnose the fault. 97% of devices that we diagnose are repaired.

17.10 If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process. 

17.11 Any time estimate for completion of the repair service, which may be given to you, is an estimate only and does not form any obligation under the terms of this agreement.

17.12 Orders which have multiple repairs or require additional repairs may take longer.

17.13 If you wish to cancel your repair, you must do this before you send the device, otherwise an admin cost will be charged. 

17.14 Repaired handsets will be returned back free of charge via first class recorded delivery. If you require a faster delivery, you will incur the postage costs.

17.15 Your repaired handset comes with 6 months warranty from the day you receive it back. This is only for the paid service and only covers the fault, which was repaired. 

17.16 If the same fault re-develops we will provide you with a pre-paid link (UK) to have it repaired again.

17.17 We are not liable for any further issues that may occur.

17.18 Upon appointment only, you may take advantage of our walk in service where your phone will be repaired whilst you wait. 


If you have any questions regarding these terms and conditions please email us at sales@refurb-phone.com.