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Faulty Handsets
As your order has been processed by Mobiles.co.uk, part of the Carphone Warehouse Group if your mobile phone becomes faulty you can simply return it to any Carphone Warehouse store or Express Repair Centre where all repairs covered under the manufacturer's warranty will be carried out free of charge at your convenience.
Returns Policy
The aim of this policy is to state the process you should follow if you wish to return a product to us, in order for us to be able to process your return as quickly as possible. This document should be regarded as a guideline only, please see our full terms and conditions for specific information.
We believe that the goods we offer are of good quality and make every attempt to offer the most efficient service we can. However should our goods or services not live up to your expectations, please follow the steps laid out in this document.
- General returns
If for any reason you wish to return a product, please call our helpline on 08700 804444 or 01923 804444. You will be issued with a Returns Number that will act as a reference to track your return. We cannot accept any return without this number.
We take customer dissatisfaction extremely seriously and will endeavour to process your return as quickly as possible.
Any replacements or refunds will only be processed once the original item has been returned to us. Once you have obtained a Returns Number, please write the number clearly on the outside of your parcel and then return to the address given with your Returns Number:
It is the responsibility of the customer to ensure that the goods are returned to us safely and securely. All products must be returned in their original packaging, along with full contents and an original proof of purchase.
- Cancellations
You may cancel this agreement at any time up to 7 working days from the day after receiving the goods ("Trial Period") as long as you give us notify us in writing of such cancellation within the Trial Period. Goods must be returned to us in their original condition. Replacements or refunds will be processed within 7 days of our receipt of the returned item.
- Please note that products including software (e.g. Nokia Data Suite) are not included in your cancellation rights once unsealed.
- If you wish to return a contract mobile phone handset, please refer to the 'Special Returns Procedures for contract mobile phones' section of this document.
The customer is responsible for paying all returns costs for cancelled orders.
- Faulty or damaged items
Where an item is being returned to us due to a fault in its manufacture, or the item has been damaged during our possession, we will cover all postage charges. For your peace of mind you may wish in the first instance to return a handset to your local Carphone Warehouse store or Express Repair Centre where they will advise whether any fault is covered under the manufacturer's warranty and therefore will be repaired free of charge.
If a fault occurs shortly after receipt of your product, it must be returned to us within 28 days of receipt to ensure a full refund.
- Customers returning goods to us outside of the initial 28 days will not be entitled to a refund. Instead, a repair or replacement will be offered.
- Please note that if on close inspection, we have reason to believe that the fault occurred due to wilful damage, misuse, neglect, repair or modification by the customer, we are not obliged to cover postage charges or offer a refund/replacement.
- Changing your mind
Goods that are being returned to us due to you changing your mind must be returned to us unopened and in perfect condition, within 10 days of receipt. You will then be entitled to choose from a full refund, replacement or credit note.
The customer is responsible for paying all returns costs under these circumstances.
- Returning a Gift
We are unable to offer a refund on an item given to you as a gift. However, we are happy to offer an exchange subject to the returned item being returned in "as new" condition.
The customer is responsible for paying all returns costs under these circumstances.
- Items lost in transit
You are responsible for the safe return of your goods and we are unable to accept responsibility for items lost on their way back to us. Therefore, you must use a delivery method which can be easily tracked E.g. Recorded Delivery or Royal Mail Special Delivery.
- Please note that Royal Mail Recorded Delivery only offer limited compensation if a parcel gets lost while in their care. Therefore, we suggest that items with a value of £40 or greater be returned to us using Royal Mail Special Delivery.
- Returning Mobile phone handsets
Contract and pre-pay handset packages must be returned within the first 14 days of purchase. (NB This excludes all upgrade connections and T-mobile contract and pre-pay which must be returned to us within the first 7 days of purchase.)
You may not return a handset if the sim card seal/label has been broken unless the handset is faulty.
Where a refund is requested, the customer is responsible for paying all returns costs unless the return is due to a faulty handset.
- Special Returns Procedures for contract mobile phones
Bundled deals: If a handset is returned within 28 days without any bundled items, your card will be charged with the difference between our usual selling price for the omitted bundled item and the discounted price you originally paid.
Free Gifts: If a handset is returned to us without the accompanying free gift, we reserve the right to charge your card with the full retail price for the item, as stated on our website (e.g. DVD player = £69.99.)
- Statutory Rights: Your statutory rights are not affected by any of the above.
About returns
If you wish to return an item purchased from us please click here.
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