Quick & Easy Returns

Need to return an item? No problem at all – all of our customers are given 14 days from the date of purchase to return their order for a refund but only if
  • the product is returned within this period; and
  • it is in the original condition that it was sent in; and
  • the correct returns procedure is followed.

Any items returned after 14 days shall not be refunded but we may instead offer a repair or replacement. If the item is returned in a lesser condition than it was sent in then a percentage will be deducted from the refund and if the correct returns procedure is not followed we will be unable to process the return.

Returns here are FREE up to a value of £100 and can be arranged using the below instructions.

If your item is worth more than £100 then we strongly recommend that you use Special Delivery at your own cost to ensure that you are adequately insured. If you proceed with the return using our free return service below then please be aware that this shall be entirely at your risk and we bear no responsibility for any lost items and shall not be obliged to refund you.

Once you have sent your goods we kindly ask you to be patient and wait 10 days before contacting us, the returns department can be very busy and every time we are asked for an update it slows the process down delaying refund and replacements for everyone but we do really work as quickly as possible to process all returns and refunds.

We want to make your returns experience as easy and quick as possible and we have therefore partnered with Royal Mail and taken our returns online! No need for paper returns slip that can easily be misplaced – instead create your return here in the following easy to follow steps below (subject to a maximum value of £100). Please make sure you follow ALL the steps before posting your item otherwise we will not be able to process your return).

Don’t forget to read the “Must read – very important information” here before returning your product to avoid unnecessary costs: click here

Step 1 - Prepare Your Item

  • SIM CARDS AND BACKUP DATA

Before returning any device, first and foremost it is very important to remove SIM cards/SD Cards and we strongly recommend that you backup all data on devices before returning any item. This will ensure that all your data is saved. We erase all data upon receipt of devices so cannot therefore be held responsible for any loss of data on returned devices.

Should you be returning an Apple or Android device then please ensure that all iCloud and Google Account locks have been fully removed from your device prior to returning your item to us. Should you fail to do so then we will be unable to process your return. If you are not sure on how to do this please click here.

  • PACK YOUR RETURN

Pack the items you would like to return in secure and appropriate packaging. Seal the package securely and if you have printed the label attach it on the outside of your parcel. Please make sure all old shipping labels, stickers and other materials have been removed and use material such as bubble wrap to avoid any damage to the item as the goods are your responsibility until they reach our warehouse. The shipping carrier will not reimburse us if damage to goods in transit are due to poor packaging. In such cases therefore, we accept no liability.

It is important to enclose a copy of your invoice or a note in the return clearly showing your order number so as to ensure that there is no delay in processing your return.

STEP 2 – SUBMIT YOUR RETURN

  • SUBMIT YOUR RETURN

Click on the button below to create your return:

You will need to accurately and correctly complete the Returns Form fully to avoid any delay in processing your return and ensure that you correctly enter your tracking number.

Click ‘Submit’.

STEP 3 – CREATE A RETURNS LABEL

  • CREATE A RETURNS LABEL

Click and follow the steps on the CREATE A NEW LABEL link that you receive once you have completed step 2 above.

Please make sure you fully complete all details. Once you have completed the form, please print the label out or take the QR code to your local Post Office and they will create the label for you and please make a note of your tracking number as this will be needed for the next step.

Nearly done!

STEP 4 – DROP YOUR RETURN TO YOUR LOCAL POST OFFICE

Clearly and securely affix the label to a flat surface on the parcel. Simply take your parcel to the Post office and send it on its way to us! If you have not printed your label then download the QR code and take this to the Post Office and they will print out the label for you to stick to your parcel. You can use your tracking number to check whether we have received your item.

And it is as simple as that!

STEP 5 – Chasing up your Refund, Repair or Replacement

Please allow 14 working days before you chase this is the maximum time we will take and on average all are resolved within 3-7 working days. Every time you chase before this time will result in the returnn deparmtment having to stop what they are doing to investigate the status, this add stime on and will delay your return further.

All Returns are handled by a third party company and they can only be contacted by email on rma@thebigphonestore.co.uk.

If you have waited more than 14 days and still not happy then please escalate to our Managing Director on md@theBigphonestore.co.uk, please ensure you include as much details as possible.

MUST READ – VERY IMPORTANT INFORMATION

Refund, Repair or Replacement?

If you have returned your item within 14 days from the date of purchase and provided it is in the original condition that it was sent in and as long as the correct returns procedure is followed, we are happy to issue a refund. Your refund will be processed as soon as the item(s) you have returned is/are inspected by our quality assurance team to ensure that everything is in order. Please be aware that it can take up to 14 days for the refund to be visible in your account.

If you have returned your item after 14 days of purchase then a refund will NOT be possible and instead, we will offer a repair or replacement. In the event of a repair we will carry out the repair and then monitor and test it to ensure that repair is successful.

Warranty Returns

We offer a warranty from the date you make your purchase (please check your product to see the warranty on that device or accessory and click here for further information on our warranty). The return must take place within the warranty period and the correct returns procedure must be followed and if a fault is found within the warranty period then we may choose to either replace or repair the device. Any faults found outside the warranty period will not be covered either by a replacement device or warranty repair.

Any device received that has been sent back for a warranty repair or replacement and is subsequently found to have no fault or is found to have a fault that is not covered by warranty will be subject to an additional fee of £14.99 plus VAT and to a charge to return the device to you of £9.99. Please note that we shall also not reimburse the cost of return in such cases.

The Warranty will only cover internal faults and does not cover the following:

  • Any damage caused by mistreatment or by dropping the product
  • Any damage caused by attempting to repair
  • Any damage caused by attempting to adapt the device by yourself or a third party
  • Any damage caused by liquid
  • Any physical damage such as breaks or cracks
  • Any repairs undertaken by a third-party company or any damage caused by such repairs
  • Any intentional or accidental damage
  • Incorrect or improper use of accessories
  • Faults or damage that may arise due to normal wear and tear – e.g. scratches to touchscreen, scuffs and marks
  • Normal and acceptable battery life depletion
  • Any handset that has been Jailbroken or rooted after sale
  • Any Screen-burn that has developed over the time of ownership

The Warranty shall be void if the device has any of these issues, and we would no longer be able to accept a return. We may offer a ‘not covered by warranty’ cost to repair the device and shall charge £9.99 to return the device. If our offer of repair is declined then we will charge an additional minimum inspection fee of £14.99 plus VAT.

Refund Returns

Our cancellation procedure is simple - return unwanted goods, unused within 14 days for a full refund (from date of purchase). In the unlikely event of your item being faulty upon receipt and provided that it is a fault that is covered by warranty, we will reimburse the cost of shipping the item back to us. However, should you wish to return an unwanted item, we will not reimburse the cost of the postage fee incurred to return the goods to us and you will need to arrange for the return at your own cost and at your risk and you must obtain proof of posting. We recommend using a Recorded or Special Delivery service to ensure that the cost of the goods you are returning is covered in the event of postal loss or damage in transit.

IMPORTANT: The device must be in the original condition that it was sent in and if the device is sent back in any lesser condition then you will not be entitled to a full refund and a deduction will be made according to the condition. Please note we cannot backdate refunds due to changes of price.

NOTE: You must return the item within 14 days of creating the return otherwise the return request will no longer be valid.


REMOVING ACCOUNT LOCKS

Please ensure that you remove any accounts and personal data before returning your device. We have set out simple step by step instructions below for you to follow:

REMOVING YOUR ICLOUD ACCOUNT

Option 1 - Removing your iCloud account using your device

iOS 10.3 or later

  • Tap Settings on your home screen and then tap your name.
  • Tap iCloud, scroll down to Find My iPhone and turn off.
  • Enter your Apple ID password then tap Turn Off.
  • Tap Apple ID in the top left corner to go back.
  • Scroll to the bottom and tap Sign Out, enter Apple ID password and tap Sign Out.

iOS 10.2 or earlier

  • Tap Settings on your home screen, tap on your Apple ID, tap iCloud, then tap Find My iPhone.
  • Scroll down, turn off Find My iPhone, enter Apple ID password and tap Turn Off.
  • At the bottom of the screen, tap Sign Out and enter Apple ID password.

IMPORTANT: The above process must be done before wiping or restoring the device.

Option 2 - Removing iCloud Account remotely using your PC or Laptop

  • Switch OFF your Device
  • Login to icloud.com using your Apple ID
  • Click ‘Find my iPhone’
  • Select your Device from the dropdown list
  • Click 'Remove from Account'
  • Click ‘Remove’ on the confirmation popup.

Device must be switched off and appear as 'Offline', otherwise 'Remove from Account' option will not appear. If you have recently switched device off, you may have to wait a few minutes for the device to switch to 'Offline' status.

For further help please click here

REMOVING YOUR GOOGLE/ANDROID/SAMSUNG ACCOUNT

You will need to ensure that all Samsung devices which are returned have had the Samsung or Google account deactivated as we are not able to accept the device if the Samsung account lock is activated. In such cases the device will be shipped back to the sender. To remove a Google account please follow the same process. This process is shown below:

Option 1 - Removing your Google/Android/Samsung Account using your device

  • Tap the Apps soft key / Menu Key
  • Open Settings
  • Select Accounts
  • Select your ‘Samsung account’
  • Select your email address.
  • Tap ‘more’ in the top right-hand corner and select ‘Remove Account’
  • Tap ‘Remove Account’
  • Enter your password and Confirm ‘Remove Account’
  • Select ‘Remove Account’
  • You will now be signed out from your Samsung account on your device and it will now be removed.
  • Repeat the steps for the Google account if needed.

Option 2 - Removing your Samsung account using your PC or Laptop

  • Go to https://account.samsung.com
  • Sign into your account.
  • Click 'Find My Mobile'.
  • Enter your password and click Sign In.
  • Click 'Registered Devices' and select your device.
  • Click the trash bin icon and accept the disclaimer.
  • Your phone will be deleted from your account.
  • Repeat the steps or the Google account if needed.

If you still have any questions then please Contact Us.

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