Complaints

We’re committed to fantastic products and service. If something isn’t right, please let us know and we’ll work swiftly to put it right. Our customer service team aims to acknowledge and respond to all complaints within 24 hours (Mon–Fri).

How to Raise a Complaint

1. Contact us: Email sales@refurb-phone.com with your order number and a brief description of the issue. You can also call us on 0203 773 5252 (Mon–Fri, 10am–6pm).
2. Evidence (optional): Include photos/video if helpful (e.g., packaging, device issue, serial/IMEI).
3. Our reply: We’ll acknowledge within 24 hours (Mon–Fri) and guide you through next steps.

What Happens Next

• We’ll review your case and propose a resolution (e.g., troubleshooting, replacement, or refund in line with our policies).
• If a return is needed, we’ll provide a free returns label which typically includes cover up to £500 against loss in transit.
• Once your device is received, we’ll assess it quickly and update you on the outcome.

Your Consumer Rights

When you buy online, you have a right to cancel within 14 calendar days from the day you receive your order. If you place multiple orders that arrive on different days, the 14‑day period starts from the day you receive each item.

Order Tracking

Once your order has been dispatched, you’ll receive a confirmation email with a tracking number. Tracking can take a few hours to become active after dispatch, so don’t worry if it isn’t recognised immediately.

Escalation & External Advice

If you’re not satisfied after we’ve handled your complaint, you may seek free, independent advice from organisations such as your local Citizens Advice.

Contact Details

• Email: sales@refurb-phone.com
• Phone: 0203 773 5252 (Mon–Fri, 10am–6pm)
• Response time: We aim to reply within 24 hours (Mon–Fri)

Quick FAQs