Returns & refunds
Something wrong? Start here.
Whether you want to send a device back, report a fault or make a warranty claim, the first step is the same — complete the online returns form. That gives our team what they need to review your case and tell you exactly what happens next.
Start a return Read the detail first
Getting in touch
Talk to someone
If you would rather speak to a person before filling in anything, any of these reach the same team.
For returns, faults and warranty claims. Include your order number if you have it to hand.
Phone
Speak to the UK team directly if your situation needs explaining rather than typing out.
Messenger
Quick questions, answered in the same place you would message anyone else.
How it works
Three steps, and the first one matters most
Complete the returns form
Do this before sending anything. It captures your order and device details so the team can review the case and give you the right instructions — including where to send it and who covers the postage.
Package the device carefully
Protect it properly for transit. Do not send your SIM card — we cannot return it. Follow the form’s instructions on which accessories to include.
We assess and confirm
We confirm receipt by text or email where possible, then assess the device. The team keeps you updated on whether the outcome is repair, replacement or refund.
Questions
Returns and warranty questions
What if my device arrives faulty?
Complete the returns form and describe what has happened. Our team will review the claim and advise the next step. A fault on arrival is treated differently from one that develops later, so tell us when you noticed it.
What if a fault develops later on?
Eligible devices carry an 18-month device warranty and 12-month battery cover. Depending on the fault and the circumstances, the resolution may be repair, replacement or another remedy in line with the applicable returns and warranty terms.
Who pays the return postage?
It depends on why the device is coming back. Complete the returns form first and we will confirm the arrangement for your specific case rather than leaving you to guess.
How long does a return take?
We confirm receipt by text or email where possible. Assessment, repair, replacement or refund times vary with the issue, and the team will keep you updated rather than leaving you waiting in silence.
Can I request a different device as a replacement?
Where a replacement is required, we normally replace in line with the original order. If an exact replacement is not available, the team will contact you to discuss what can be done.
What if my device becomes blacklisted?
Unlikely, since every handset is checked against the CheckMend register before sale. If it does happen, contact shop@usedphones4u.co.uk and we will investigate.
How do I start a claim?
Complete the online returns form with your order and device details. Everything else follows from that.
Related
Useful links
Ready to start a return?
Fill in the form with your order and device details, and the team will take it from there.
