Returns & Exchanges
We aim to make the returns process as straightforward as possible.
Returns or exchanges may be considered where:
- The incorrect product was supplied by us.
- The product does not correspond with its advertised description or specifications.
- The product is defective or has a qualifying technical fault.
- A return has been approved by our customer service team.
Incorrect Purchases
Customers should carefully check the selected product before completing an order.
This includes checking:
- Model
- RAM
- Storage
- Colour
- Network compatibility
- SIM/eSIM compatibility
- Product condition
- Regional/import version
A change of mind or incorrect purchase does not automatically qualify for an exchange or refund.
Where we agree to accept a return for an incorrect purchase or change of mind, the applicable return conditions will apply.
Return Requirements
Where a return is approved, customers may be asked to provide:
- Order number
- Invoice/proof of purchase
- Reason for return
- Photographs or videos of the issue where appropriate
- Device
- Original accessories
- Packaging where applicable
The IMEI number on a returned smartphone must correspond with the IMEI recorded for the order where applicable.
Condition of Returned Products
Where a return is approved for an incorrect purchase or change of mind, the product should be:
- Unused
- Undamaged
- Complete
- Properly packaged
- Accompanied by its original accessories where applicable
Products that have been opened, modified, physically damaged, exposed to liquid or repaired by an unauthorised person may not qualify for a change-of-mind return.
Return Process
To initiate a return, please contact us using the customer support details provided on our website.
Please include:
- Order number
- Customer name
- Product purchased
- Reason for return
- Description of the issue
- Photographs or videos where relevant
We will provide the appropriate return instructions.
Please do not send products back without first receiving return instructions from us.
Return Shipping
Where a return is approved, we will advise the customer regarding the applicable return delivery arrangements.
For returns due to an incorrect purchase or change of mind, the customer may be responsible for the return delivery cost.
Product Inspection
Returned products may be inspected before an exchange, repair or refund is processed.
The inspection may include checking the product’s:
- Physical condition
- Functionality
- IMEI/serial number
- Accessories
- Packaging
- Signs of damage or tampering
Repair, Replacement or Refund
Depending on the circumstances, a qualifying product may be:
- Repaired
- Replaced
- Refunded
Where a replacement is requested, replacement stock must be available.
If the same product is unavailable, we may discuss alternative options with the customer.
Refunds
Where a refund is approved, it will generally be made using the original payment method where reasonably possible.
Banking and payment-provider processing times may vary.
Customers will be notified once the refund has been processed.
Order Cancellation
Customers should contact us as soon as possible if they wish to cancel an order.
Orders that have already been processed or dispatched may need to follow the applicable return process.
Once an order has been handed to the courier, cancellation may no longer be possible before delivery.