COMPLAINTS

Complaints

UK & EU Consumer Rights 14‑Day Returns Free Returns Label (up to £500 cover) We respond within 24 hours

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).

Need help now? Call 0203 773 5252 (Mon–Fri, 10am–6pm) or email sales@refurb-phone.com.

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.

Returns tip: Please use our free returns label so the parcel is insured (typically up to £500). If you choose your own courier, you assume responsibility for loss or damage in transit which may affect eligibility.

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

Quick FAQs

How quickly will you respond to my complaint?

We aim to acknowledge and respond within 24 hours, Monday to Friday.

Do you provide a free returns label?

Yes. We can provide a free returns label which typically includes cover up to £500 in case of loss in transit.

What are my cancellation rights?

You can cancel within 14 calendar days from the day you receive your order. For split deliveries, the period starts on the day each item arrives.

Where can I get external advice?

You may contact your local Citizens Advice for independent guidance.