Frequently Asked Questions (FAQ)

A refurbished phone is a pre-owned device that's been returned or traded in, checked, and restored to full working condition. At The Big Phone Store, every refurbished phone goes through 90+ checks, and is tested for functionality, battery health, and screen quality before it's listed. If any part doesn't meet our standard, we replace it to match or beat factory spec.

Every refurbished phone we sell has a minimum battery health of 85%. That's tested and guaranteed, not estimated. Our Like-New devices come with 100% battery health too, for a better buying experience.

Want more? You can upgrade to a brand-new battery at checkout for a small extra cost — usually cheaper than a high street repair shop.

Here's what each grade means for battery health and overall condition:

• Like New — 100% battery health, minimal to no signs of use.

• Pristine — 85%+ battery health, light cosmetic wear at most.

• Very Good — 85%+ battery health, minor cosmetic wear.

• Good — 85%+ battery health, visible but non-functional wear (light scratches or marks).

All grades are fully tested and functionally guaranteed — the difference is cosmetic condition and, in the case of Like New, battery health.

Most of our phones are unlocked and will work with any UK network. If you’re unsure whether your network is compatible, don’t hesitate to reach out to one of our award-winning customer service consultants.

The price of used phones depends on the model, storage capacity, condition, and battery health. For example, newer or higher-spec models in "Like New" condition cost more than older models or lower grades.

Most of our devices ship with a charging cable, SIM removal tool, and microfibre cloth in our branded sustainable box (ready to be reused when you trade-in your old phone!), not the original device box. 

If you’re looking for that brand-new feeling, we often sell original boxes that are perfect for gifting.

We aim to dispatch all orders placed before 4pm Monday–Friday or 11am Saturday, using secure, eco-friendly packaging.

Delivery costs and timings depend on your order value:

• Under £30: £4.99, 2–3 working days

• £30–£150: Free, 2–3 working days

• Over £150: Free, 1–2 working days

• Next Day Delivery (any order value): £9.99

• Next Day by 1pm (any order value): £14.99

Delivery can't be guaranteed on bank holidays, and remote areas (Northern Ireland, Scottish Highlands, Channel Islands) may take longer. Battery upgrades may add a day to dispatch for orders placed after 2pm.

Yes, next-day delivery is available to mainland UK customers for £9.99 (or £14.99 for guaranteed delivery by 1pm). Click here for our Delivery page.

All refurbished phones come with a 12-month warranty against internal faults, covering normal use. Replacement batteries carry a 3-month warranty.

Want longer cover? You can add an extended warranty at checkout — 2-Year, 5-Year, or Lifetime options are available, priced according to your device's value. Please Click Here for our Warranty page.

We accept:

• Debit and credit cards (Visa, Mastercard, Amex)

• PayPal, Apple Pay, Google Pay

• Klarna and Clearpay — spread the cost over interest-free instalments

• Link by Stripe and Pay by Bank App

• The Big Phone Store gift cards

Klarna and Clearpay let you split your order into interest-free instalments, subject to eligibility checks (you must be 18+).

Our store is open Monday to Friday, 9:00 AM to 5:30 PM, excluding Bank Holidays, but you can shop online 24/7!

es. Every device goes through a full background check before it's listed, including finance checks, theft and loss checks, malware and blacklist checks, police register checks, and network blacklisting checks. This is one of the most thorough screening processes in the industry — many uncertified refurbishers skip these checks altogether.

Yes. We offer returns within a 45-day period. You need to notify us within 30 days of placing your order, then you'll have another 15 days to send the item back. Outside that window, you're still covered by our warranty if a fault develops. Please click here for our Returns page.

Yes. Refurbished phones extend the lifespan of devices, reduce e-waste, and cut the environmental impact of manufacturing new ones. Choosing refurbished is a genuinely sustainable choice. Watch the video above for the full picture!

If you're unsure about what "Dual-SIM" means, give this video a watch!

Not sure what E-Sim means? Luckily, we've created a video that explains exactly what they are, and why they may be useful!

VAT is included with all sales concluded with residents of the European Union. We don't provide VAT invoices or receipts. This is because we sell second-hand goods and charge VAT under the margin scheme. Therefore, we cannot provide a separate VAT invoice/receipt.  VAT that is charged under the margin scheme cannot be claimed back as it can be with new goods.  

We display our VAT registration number in order to comply with the Government legislation.

You can reach us through the following channels:

• Phone: Call our customer service team at 01902 256 300

• Email: Send us a message at [email protected]

• In-store: Visit us at Unit 9, Wednesfield Business Park, Waddens Brook Lane, Wolverhampton, WV11 3SF.

Our team is here to help!

Set up a business account and we'll supply fleets of Apple, Samsung and enterprise Android devices, every one at 100% battery health. We configure everything before it arrives — MDM, apps, company policies, Wi-Fi, VPNs, accessories, asset tags — so your team's devices are ready to work the moment they land. You get a dedicated account manager and a 12-month warranty you can extend to match your lease.

When your old tech reaches the end of its life, we offer UK-wide buyback, erase all data to forensic-level standards, and dispose of it responsibly. You get a full ESG reporting pack for your records. We're registered with the Environment Agency, so your data and your old devices stay in safe hands.