iPhone customers benefit from a special repair and exchange service provided directly by Apple themselves, making it simple to have a faulty iPhone replaced or
repaired within the first 12 months of ownership.
Get in Touch With Apple...
Call the Apple customer service department on 0800 107 6285 or visit this website and book your faulty iPhone in for replacement or repair and get details of
how and where to send it.
Replacing a phone less than 30 days old
If your faulty phone is less than 30 days old (from the day after you received it), return it to us and we will exchange it free of charge.
If you’re returning an Android phone to us, either for a repair, exchange or cancellation, you need to make sure you first remove your Google and manufacturer account, as well as your registered fingerprint and / or pin code. See the video below for guidance.
Returns Terms & Conditions
1. Qualifying Goods that are reported as faulty within 30 days of the date of your delivery will be exchanged free of charge by the manufacturer or by ourselves.
2. Qualifying Goods that are reported as faulty after 30 days of the date of your delivery and within the minimum term of your contract will be repaired by the
manufacturer or our Repair Partner.
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, our Repair Partner or the manufacturer to be mechanical breakdown or manufacturing error.
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. When returning Goods to us they must be complete with all original contents of the packaging.
4.2. Goods that qualify under section 2 will have the cost of postage refunded in full.
If the returned Goods are deemed by us, our Repair Partner or the manufacturer 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 us or our Repair Partner will be charged at £30.
5.2. If Goods are deemed by us or 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 by us or 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 possible.
Replacing a phone over 30 days old
Your phone is covered by a manufacturer warranty, which means you may be able to get any faults repaired for
free. To do so, please contact your manufacturer directly; the details below may help.