We hope that our customers are delighted with their purchases however, if you are not satisfied with your product, please read this page carefully to ensure that your cancellation, exchange or repair goes as smoothly and quickly as possible.
Exchange & Repair Policy
How to Return Products
Cancellation Policy - up to 7 days after receiving your phone
To cancel your agreement, please contact our Customer Services on 01773 307125.
Under the "Consumer Protection (Distance Selling) Regulations 2000", you have the right to cancel your mobile phone contract within 7 days after getting your phone so long as you haven't used it, and you return it to us in pristine condition.
If these conditions are not met then we may be unable to cancel your mobile phone contract and you will be liable for the full term of the contract, so please read them carefully.
Terms & Conditions
1. Notification Period
You must notify us that you wish to return your phone and cancel your mobile phone contract within 7 (seven) working days starting on the day after you take receipt of the goods. Working days exclude Saturdays, Sundays and official public holidays recognised in England.
2. Returning Goods
You are responsible for returning Goods to us in a timely manner and in a new, unused condition.
2.1 Mobile phones must not have had the SIM card inserted or been activated on a cellular network or had user accounts set-up.
2.2 We accept no liability for Goods lost or damaged in transit. We recommend you use appropriate packaging and use a recorded and insured delivery service.
2.3 If any returned Goods are received damaged, you will be liable for the cost of restoring them to their original condition.
2.4 If we have not received the Goods within 7 (seven) days of your cancellation notification, we will commence proceedings to recover the cost of the Goods from you.
You will be eligible for a full refund for any charge made for the Goods on the date that both the contract cancellation has been confirmed by the network and the Goods have been returned as described in section '2'.
3.1 Your refund will be processed within 30 calendar days of the date you become eligible. We will endeavour to refund this money within 3 to 5 working days of the date you become eligible.
4. Additional Services
Any additional services that were purchased or included at point of purchase may not be cancelled with your mobile phone contract. Please see the respective documentation for details.
Exchange & Repair Policy - for faulty mobile phones
If your phone has developed a fault, please contact our Customer Service department as soon as possible on or 01773 307125.
Inside the first 28 days we will exchange a faulty phone. Outside of that, we will have it repaired under the manufacturer warranty. The fault must be because the phone has gone wrong and not because it was dropped - we do check - and you need to make sure everything is returned to us safely.
If your phone no longer works because it was dropped in to water, impacted on a surface or otherwise accidentally damaged, please claim on your mobile phone insurance.
Terms & Conditions
1. Qualifying Goods that are reported as faulty within 28 days of the date of your delivery will be exchanged free of charge.
2. Qualifying Goods that are reported as faulty after 28 days of the date of your delivery will be repaired under the manufacturer warranty.
3. Qualifying for Exchange or Repair
To qualify for an exchange or repair, Goods must;
3.1. have not been damaged wilfully or negligently;
3.2. be deemed by us or our Repair Partner to be mechanical breakdown or manufacturing error;
3.3. be returned to us complete with all original contents of the packaging.
4. Returning Goods
We accept no liability for loss or damage occurring during transit. It is your responsibility to ensure that the Goods are packaged appropriately. We recommend using a recorded and insured delivery service.
4.1. Goods must be returned to us complete with all original contents of the packaging.
4.2. Goods that qualify for under section 2 will have the cost of postage refunded in full.
If the returned Goods are deemed by our Repair Partner to not qualify for an exchange under section 3, you will be liable to us for any costs and postage incurred.
5.1. Assessment of the phone for exchange or repair by our Repair Partner will be charged at £30.
5.2. If Goods are deemed by our Repair Partner to be mechanical breakdown or manufacturing error, this fee will be waived.
5.3. If Goods are deemed to be at fault due to wilful or neglectful damage, you will be liable for both the assessment fee and the cost of returning the phone to you.
Exchange Goods will be shipped after confirmation from our Repair Partner of a qualifying device.
6.1. We will endeavour to provide a like-for-like replacement for your Goods. Where this is not possible we will provide as close a match as reasonably possible.
How to Return Products
1. Read the above terms.
2. Contact our Customer Service department.
3. Ensure items are complete and packed so they won't get damaged.
4. Use a recorded, insured delivery service.
5. Send items to this address:
Returns Department AffordableMobiles.co.uk
Turnpike Business Park