Welcome to The Big Phone Store's warranty page. We are dedicated to providing our customers with high-quality products and support. To ensure your confidence in your purchase, we offer a comprehensive warranty policy. 

What is covered

Your purchase from The Big Phone Store comes with a Big warranty policy. The warranty period begins on the day you place your order, and the policy covers any internal fault that may arise with your device within that period during the normal use of your device.

Brand New Devices: All “Brand New” devices sold by The Big Phone Store carry a 12-month manufacturer warranty. This means you’ll be able to return your device to the manufacturer to have your 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.

Refurbished Devices: As phone repair specialists with over 20 years of experience, we also offer a full 12-month warranty on all of our refurbished devices (with the exception of “Poor” condition devices, which carry a 3-month warranty).

Batteries: All batteries sold by The Big Phone Store come with a 3-month warranty against faults arising from normal levels of use. For more information on battery health, click here.

Our warranties aim to provide you with security and confidence in our products. However, some conditions may lead to the warranty being invalidated.

What isn't covered

Although we pride ourselves on our comprehensive warranty policy, the following exclusions apply. The warranty will not cover:

  • Any physical damage caused by mistreatment, whether intentional, accidental, or due to misuse or neglect. This includes cracks, scratches, dents, or any other sign of physical damage.

  • Any defect caused by improper use of the device. Please refer to the manufacturer’s instructions as to how to properly care for your device.

  • Any liquid damage: this refers to damage caused by any exposure to liquid, such as being dropped into water, or prolonged exposure to wet weather. 

  • Any damage caused by a third party.

  • Any attempts to adapt or modify the device by yourself or a third party will void the warranty.

  • Any attempt to repair the device, undertaken by yourself or a third party, will void the warranty.

  • Unlocked Devices: Many devices sold by The Big Phone Store are locked to a particular network. Any attempt to unlock the device, by yourself or a third party, will void the warranty.

  • Any attempt to jailbreak, root or modify the device after sale, by yourself or a third party, will void the warranty.

  • Any defect caused by incorrect or improper use of accessories.

  • Any defect caused by the use of third-party accessories.

  • Faults or damage that may arise due to normal wear and tear: this includes scratches to the touchscreen, scuffs, and marks.

  • Any software errors, or glitches that may occur due to faulty software.

  • Any reduction in battery health: a certain level of battery life degradation is expected to occur in any phone, and excessive use can cause a rapid reduction in battery life.

  • Any other faults arising from a reduction in battery health.

  • Any screen burn that has developed.

How do I make a warranty claim?

To begin your warranty claim, email us at [email protected], and we will provide step-by-step instructions on how to securely send us your device for repair.

When we receive your device, we conduct a detailed inspection to understand the nature of the defect. If the problem is covered by the warranty, our technicians will attempt to fix the issue and return your item to a fully working condition. If we are unable to fix the issue, we will supply a replacement item of the same description. 

Our aim is to return your device to you as quickly as possible, with all issues fully resolved. We appreciate your understanding and patience during this process.

What happens if the warranty is void?

If the device fails a warranty inspection, we can either return the item to you free of charge, or provide a quote for the repair costs. Additional charges may apply, please see our full terms and conditions for more information.