Returns & Refunds

We understand that sometimes customers need to return items to us, whether it’s due to a problem with their order or because they have simply decided that they do not wish to keep the product. We understand that this is already enough of an inconvenience to you, so our process has been refined and simplified over the years to ensure that it’s as easy and stress-free as possible.

In the unlikely event of your item being faulty upon receipt, we will cover the cost of shipping up to a max of £9 upon emailing us a copy of the postage receipt. (Only once the fault has been confirmed can we reimburse the shipping cost)

However, should you wish to return an unwanted item then you will need to arrange for the return and cover the cost of the return to us. 

Please do take care of any items you wish to return whilst in your possession and you must return your unused product in the original condition and with the original packaging, accessories and manuals. If the device sent back is in lesser condition you may only be entitled to a percentage of the original purchase price.

You MUST return the item within 14 days of creating the return otherwise the return request will no longer be valid and you will be deemed to have accepted the goods forfeiting the right to return the goods thereafter, for either repair, replacement or refund.

Special order items, such as boxes, screen protectors, batteries, etc will not be eligible for refunds.


How long it takes to process a return will depend entirely on the issue that you have encountered. We usually process all returns within 14 business days (but can take up to 30 days during busy periods and exchanges or warranty returns may take longer, depending on the issue).


All of our customers are given 14 days of receiving their goods to return the goods for a full refund.

The returns process could not be simpler;

  • Locate the returns address at the bottom of this page

  • Package your device safely, ready for shipping.

  • Return the product to us.

  • Wait for 14 working days for us to process your refund, replacement or exchange — whichever you have requested.

To begin the process, please contact us with details of the order you want to return.

For more details about our warranty policies, please read our terms & conditions.


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 the 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.

The Big Phone Store Returns Department
Unit 9, Wednesfield Business Park
Waddens Brook Lane
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.