Refund and Guarantee

Refunds and Guarantee Policy

Last updated July 16, 2020

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.


Returns

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.  Any time after this we will offer a replacement or repair.

The 30 days starts from the day the customer receives the mobile device if for any reason the item is exchanged or repaired this does not restart the 30 days. The customer has 30 days from the date they receive the phone initially to exchange the refurbished mobile device, after these 30 days, the device can only be returned for repair. 

If a product is found to be faulty or defective within 30 days of purchase we will offer a replacement or a full refund of the purchase price less any postage costs

 

Return Process

To return an item, please email customer service at support@reboxed.co to obtain a Return Merchandise Authorisation (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Reboxed Limited

Attn: Returns

RMA #

reboxed Limited, L02, 49 Brixton Station Rd  

Brixton  

London, SW9 8PQ  


Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return as we will not cover any lost or damaged device costs the customer will incur and is liable for these costs.

Please remember to remove the following before returning your device:

  • All security and parental locks
  • Your SIM card
  • Memory card (if applicable)
  • Your iCloud / Samsung / Google account

Refunds

No goods should be returned to us without contacting us first for authorisation.  

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least two (2) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.


If the goods shipped are correct and as described and the item is simply no longer required or you have changed your mind about it, please send the item back in its original condition, unopened / unused with all its original packaging including the  TechCheck booklet . As long as these guidelines are met within 30 days we will issue you a full refund and we will reimburse return postage costs up to the cost of Royal Mail Tracked & Signed for.   

In the unlikely event you have received the wrong goods in error please notify us within 96 hours from the date of delivery and please return the incorrect goods to us when it has been authorised. We will cover the return cost of the goods up to a maximum of the cost of Royal Mail Tracked Returns 48.   

If you do not receive goods ordered by you within 14 days of the date on which they were despatched to you, we shall have no liability to you unless you notify us in writing at the contact address of the problem within 24 days of the date on which the goods were despatched to you

In all cases, any refunds to you will usually be made using the same method originally used by you to pay for your purchase.

If goods are returned and need to be refunded, no other costs will be refunded. This includes, but is not limited to, accessories for Tech products and any network provider costs


Exceptions    

For defective or damaged products, please contact us at the customer service on support@reboxed.co below to arrange a refund or exchange. 

  

Questions

If you have any questions concerning our return policy, please contact us at: 

support@reboxed.co 


TechCheck Guarantee

reboxed will provide a 12-month guarantee  as standard based on the specification of the product and an extended guarantee one the customer registers online which can be found here.

The guarantee will only cover manufacturer faults and does NOT cover the following:

  • Damage caused by liquid
  • Intentional damage
  • Damage caused by dropping the product or intentional mistreatment
  • Damage caused by attempting to repair or adapt the device by yourself or a third party including jailbreaking and unlocking.
  • Improper use of accessories
  • Faults or damage that may arise due to normal wear and tear – e.g scratches to touchscreen
  • Battery life – We set our acceptable minimum battery health percentage to be 80% of the original manufacturer's capacity.

IP67 Rated and Water Resistance

  • Although the devices are classed as IP67 rated, water damage WILL NOT be covered under our guarantee  for any device purchased through us. Use in water is up to the user and no liability will be taken for us should any water damage occur during its use in a liquid.

We recommend you keep your tech check no safe. We would ask you to provide this as proof of purchase in the event of a claim. If you need to use this guarantee please contact us in the first instance and we will do what we can to help support@reboxed.co 

Please note that the guarantee is only effective from the date of initial purchase – if exchanges are issued the guarantee  will not restart from the date of return/exchange, it is only valid from the date of the initial purchase for a maximum of 15 months and does not roll over.

Any returns that are not faulty or where the buyer changes their mind, there will be a deduction of £15 to cover depreciation and restocking fee along with our initial postage costs.

If any repair or alteration is made to your device without our prior approval, your guarantee  will automatically become void including any additional extensions that you have purchased. If your guarantee  is void, you will not be entitled to a refund for any extensions or upgrades that were paid for. 

 

TechCheck Guarantee Extension

Guarantee extensions are subject to the guarantee  Terms mentioned above. The guarantee extension only offers an increased length of your cover. guarantee  Extensions cannot be purchased after you have purchased a device, guarantee  Extension can only be purchased with a device at checkout. Your guarantee  Extension cannot be transferred to a different device. 

If you claim on your guarantee , the replacement device or repair will hold the residual guarantee  you have left on your account, if you have greater than 6 months. If not, a minimum 6 months guarantee  will be provided on your repaired or replaced device as your residual guarantee  period is less than 6 months. 

 

How to Claim?

If you would like to claim your guarantee please email support@reboxed.co with a copy of your order confirmation email and a description of the fault and reason for the claim. We aim to respond to all messages within 24-hours excluding Weekends and Bank Holidays. We do not cover business interruption also known as time loss, consequential loss and loss of profits due to a device fault or a claim on your guarantee . 

All guarantees  on devices are strictly for consumers only.