COMPLAINTS

What if I have a complaint?

We are always striving to provide a fantastic service / products to all our customers. However, if you do indeed have a complaint you would like to raise - please feel free to do so by contacting our customer service team. Our team will process your complaint swiftly to resolve it as soon as possible. However, in the event that you’re not satisfied with this - You could seek external advice from organisations such as through your local Citizens Advice.

What are your rights as a consumer of Refurb Phone?

When you buy goods under the distance contract - i.e online (not in-store), you have up to 14 calendar days (starting on the day you receive your order) to ask for a refund. If you place multiple orders which are delivered to you on different days - this 14 day period will start on the day which you receive your orders.
It is important to note that when returning your device, we advise you to use our free returns label to ensure that your device is covered up to the value of £500 in case of loss in transit. If you wish to use your own delivery service, you take responsibility for any loss or damage sustained to the device which may void your warranty.

How do I track my order?

Once dispatched, you'll receive a dispatch confirmation email and a tracking number will be included so you can keep an eye on when your order will arrive. Please note that sometimes the tracking numbers can take a couple of hours to become active, so don't panic if it's not initially recognised!
Can I return my order if I'm not 100% happy?

Absolutely! We offer a 14-day money back guarantee on all our orders. So if you're not completely satisfied, get in touch and our team will help you through the process.

If you still would like to raise a complaint, please contact us Mon-Fri 10am – 6pm on 02037735252 or alternatively email us at sales@refurb-phone.com. We will aim to get back to your complain within 24 hours.