Warranty Policy

1. Warranty period

• Phones and tablets: 12 months from the date of delivery.
• Batteries: 12 months, guaranteed to remain at or above 80% health.
• Accessories: 12 months replacement.
• Repairs carried out by our repair centre: 6 months on the part fitted and the workmanship.
• The warranty is tied to the device IMEI and transfers with the device if you sell it. It is not extended by a repair or a replacement.

2. What is covered

• Any fault in the device that is not caused by you: display faults, touch failure, dead pixels appearing after delivery.
• Battery health falling below 80% within the warranty period.
• Camera, speaker, microphone, sensor and biometric failures.
• Charging faults, including port and wireless charging failures.
• Cellular, Wi-Fi, Bluetooth, GPS and NFC failures.
• Buttons, haptics and vibration failure.
• Software faults attributable to the device rather than to an app you installed.
• A cosmetic condition materially worse than the grade you paid for, reported within 7 days of delivery.

3. What is not covered

• Accidental damage: drops, cracks, crushed frames or bent chassis.
• Liquid damage on ex-UK devices. Water resistance on a pre-owned handset is not guaranteed and degrades with age, so we do not warrant it. On brand new sealed devices the manufacturer's own rating applies.
• Damage from unauthorised repair, opening the device, or parts fitted by anyone other than an approved technician.
• Normal cosmetic wear that accumulates during your ownership.
• Gradual battery decline that stays at or above 80%, which is expected behaviour.
• Loss, theft, or confiscation.
• Software issues caused by jailbreaking, rooting, custom firmware or malware.
• Consumables and bundled third-party accessories after 12 months.
• Any device whose IMEI has been altered or removed.
• On a handset sold under "Sold with a known fault", the specific fault named on the listing and on your invoice. Everything else on that handset is covered exactly as normal.

4. Cosmetic grade guarantee (ex-UK only)

If an ex-UK device you receive is cosmetically worse than the grade you paid for, tell us within 7 days. We will either refund the price difference to the correct grade, swap it for a unit at the grade you ordered, or take it back for a full refund including delivery. Your choice, not ours.

If a device sold as Brand New arrives with its seal broken, or shows any sign of prior use or activation, that is not a grading dispute — it is the wrong goods. Tell us and we will replace it or refund you in full, including delivery, with no deduction whatsoever.

5. Battery guarantee

We publish a minimum battery health for every listing and we test under load rather than reading the software figure.

If the unit you receive tests below the figure published on the listing, we replace the battery free of charge or take the phone back. If battery health drops below 80% at any point within 12 months, we fit a new battery free of charge.

6. How to claim

1. Look up your device in the Warranty Portal using the IMEI or your warranty certificate number.
2. Submit a claim describing the fault and upload photographs or a short video where the fault is visible.
3. We respond within one working day with an assessment and, where needed, arrange free courier collection.
4. We diagnose within three working days of receiving the device and tell you what we found.
5. We repair, replace or refund — and we tell you which before we do it.

7. Repair, replace or refund

We will repair the device where a repair fully restores it. Where it cannot be economically repaired, we replace it with a device of the same model, storage and grade or better. Where we cannot do either, we refund you.

Refunds in the first 30 days are at the full price paid. After 30 days, a refund may be reduced fairly to reflect the use you have had, as permitted by law.

Turnaround is typically 5–10 working days from collection. If it will take longer we will tell you why and, on request, provide a loan handset where one is available.

8. Before you send a device

• Back up your data. We are not liable for data loss during repair.
• Sign out of your Apple Account, Samsung account and Google account, and disable Find My. A locked device cannot be worked on and will be returned to you.
• Remove your SIM card, memory card and any case or accessory.

9. Costs

A valid warranty claim costs you nothing: collection, diagnosis, repair and return are all free.

Where we diagnose a fault that is genuinely not covered — accidental or liquid damage, for example — we will tell you before doing any work and quote for a chargeable repair. If you decline, we return the device free of charge.