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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

  • You have 15 days from the date of purchase to notify us that you wish to return your order.
  • You have an additional 15 days to send the item back to us, totalling 30 days to complete your return.

Return Conditions

To be eligible for a refund, make sure:

  • You notify us within the period stated above.
  • 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 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 15 days for processing. We work as quickly as possible, but contacting us for updates before this period may delay the

Please follow ALL steps of the returns process to ensure smooth handling.

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

With this streamlined process, we ensure your returns are handled efficiently and fairly!

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 .

Please also ensure that you send in the charger and cable that you are using with the device as we will be unable to process the return without it. This is because we need to eliminate the charger or cable as the cause of the issue with your device.

Pack your Return

Pack the items you would like to return (including the charger and cable that you are using with the device) 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.

Please ensure that only the charger and cable are sent with the device. Any phone cases, screen protectors or SIM cards will be removed by our engineers in the return process.

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.

Once you have submited your return in step 2, please send the item back to the address below. Please ensure you package the item adequately to avoid damage during shipping. We also strongly advise you insure the item for the relevant amount in case the parcel gets lost.

TBPS Returns, Unit 9, Wednesfield Business Park, Waddensbrook Lane, Wolverhampton, WV11 3SF.

STEP 2 - SUBMIT YOUR RETURN

Submit your Returns

Click on the button below to create your return:

Submit 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'.

When submitting the Returns form you will not receive a reply. This will go straight to the returns in order to streamline the returns process.

STEP 3 - SEND YOUR ITEM BACK TO US

Once you have submited your return in step 2, please send the item back to the address below. Please ensure you package the item adequately to avoid damage during shipping. We also strongly advise you insure the item for the relevant amount in case the parcel gets lost.

If you cannot remove the account on your device, due to screen issues, please click here for instructions.

TBPS Returns, Unit 9, Wednesfield Business Park, Waddensbrook Lane, Wolverhampton, WV11 3SF.

STEP 4 - 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 return department having to stop what they are doing to investigate the status, this adds time 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 [email protected] .

If you have waited more than 14 days and still not happy then please escalate to our Managing Director on [email protected] , ensure you include as much details as possible. Please be aware a reply from the Managing Director can take between 14 to 28 days.

MUST READ - VERY IMPORTANT INFORMATION

Refund, Repair or Replacement?

If you notify us of your intention to return your item within 15 days from the date of purchase and ensure it is sent back in its original condition within the next 15 days (totalling 30 days to complete the return), we are happy to issue a refund. Your refund will be processed once the returned item(s) have been inspected by our Quality Assurance Team to confirm everything is in order. Please allow up to 14 days for the refund to appear in your account.

If the device is returned in a lesser condition than when it was sent (e.g., purchased as new but has been opened or damaged), you may only be entitled to a percentage of the original purchase price.

If your item is returned after the 30-day return period, a refund will NOT be possible. Instead, we will offer a repair or replacement. In the event of a repair, our team will carry out the necessary work, monitor the device, and ensure the repair has been successful.

You MUST return the item within 15 days of notifying us to ensure the return request remains valid. Failure to meet this timeline will result in the request being void, and you will be deemed to have accepted the goods as-is, forfeiting the right to a refund, repair, or replacement.

Postage reimbursements will only be made if a fault is found with the phone. To facilitate the postage reimbursement, we kindly request that you provide us with a receipt along with your 8-digit account number, sort code, and the account holder's name as it appears on the card to [email protected].

For international customers, we can only deliver a repaired or replacement device to either the original shipping address or an alternative address within the United Kingdom.

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 degradation
  • Any handset that has been Jailbroken or rooted after sale
  • Any Screen-burn that has developed over the time of ownership

When submitting a device for assessment regarding power-related issues, such as the device not powering on or being unresponsive, it is imperative to include the corresponding charging cable and charger used. Alternatively, we kindly request that you provide us with a photograph of the charger and charging cable via email. This will assist our technical team in accurately diagnosing and resolving the problem. Thank you for your cooperation and prompt attention to this matter.

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.

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

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 .