Returns & Refunds
Quick & Easy Returns
Need to send your phone back to us? No problem! Returning an item is simple and hassle-free at The Big Phone Store. Here’s how it works:
Return Period
Customers have 45 days from the date of delivery to return an item for a refund.
You must notify us of your intention to return the item for a refund within 30 days of delivery.
You will then have a further 15 days to send the item back to us.
Returns for refunds received outside of these timeframes may not be accepted.
Return Conditions
To be eligible for a refund, make sure:
You notify us within 30 days of your purchase.
The item is returned in its original condition (as it was sent to you).
You follow the correct returns procedure outlined below.
Items returned in a lesser condition than sent may have a percentage deducted from the refund. Returns outside the 15-day notification period will not be refunded but may, at our discretion, be replaced or repaired.
Shipping Your Return
We recommend using Special Delivery to ensure your item is adequately insured.
Please note: Shipping costs are your responsibility, and we are not liable for lost items sent without adequate insurance.
Processing Your Return
Once we receive your returned goods, please allow up to 3 business days for processing. We work as quickly as possible, but contacting us for updates before this period may delay the process for everyone.
We aim to process all returns within 48–72 hours of receipt. However, during busy periods (including but not limited to Christmas, Black Friday) or where the return involves more complex issues, processing may take up to 7–14 days.
Please follow ALL steps of the returns process to ensure smooth handling.
Don’t forget to check out our "Must read - very important information" here to avoid unnecessary costs or delays.
With this streamlined process, we ensure your returns are handled efficiently and fairly!!
WARRANTY RETURNS
Naturally, all of our products come with a warranty of some sort.
Customers who purchase "Brand New" products enjoy the luxury of a 12-month manufacturer warranty, through which they are able to return it to the manufacturer to have their issue resolved. If you cannot locate the contact details for the manufacturer of your product then please email us and a member of our team will be happy to assist you, where possible.
Customers who have purchased a "Refurbished" product from us are able to take advantage of our 12-month return-to-base warranty. This allows you to return the device to us for a repair or a replacement, should there be an issue with your device. Should neither be possible at this time, we may offer you a full refund. These types of returns should be sent directly to our returns department, for which the address can be found below. Please note that this does not apply to any products that are described as "Fair" and such items come with a 3-month warranty only.
For more details about our warranty policies, please read our warranty page and our terms & conditions.
To begin the process, please contact us with details of the order you want to return.
RETURN ADDRESS
The Big Phone Store Returns Department
Unit 9, Wednesfield Business Park
Waddens Brook Lane
Wolverhampton
WV11 3SF
United Kingdom
If you have any questions about returns or your eligibility to return a product then please do not hesitate to email us or call us on 01902 256 300 and a member of our team will be delighted to discuss your specific situation with you.