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Delivery:

Our UK couriers state that they aim to deliver the next working day. However, in certain circumstances a delay may be caused.

In the very rare occasion, the device is lost in the post, we will need a copy of the receipt with tracking information (barcode) and the original receipt of the purchased item to make a claim. Please note this may take up to 28 days to be processed before any further action can be taken.

When purchasing a product from Refurbed Group the courier used is selected by the company and can not be changed by request. Because it is a signed for service, we are unable to leave with a neighbour or in a 'safe' place. Once your order has been dispatched, we are unable to change the address.

Please note due to security checks carried out on your order at checkout, addresses cannot be changed. 

If you leave notes at checkout asking for specific requests or dates, we cannot guarantee this request will be fulfilled. However, we do aim for items to be dispatched within 7 working days, unless any errors occur, which you will be informed about. 

If you receive your package and there's damage to your item please contact our customer support team within 48 hours on customersupport@refurbedgroup.com. Please make sure you do not throw away any of the packaging as we will need this sent back with the item so we can proceed with the claim, if we do not have this we will not be able to proceed with the claim and repair the device. Please note, claims may take 28 days to complete.

Sending:

If you are returning a device, you can use the same postage label provided in the original confirmation email sent out.

When sending your device, if you choose to include separate parts, you are sending these at your own risk and we will not be held responsible if these parts go missing before your package is delivered to us.

For refurbished device orders, please allow 7 working days for your order to be processed. Once dispatched you will be notified by email and the status of your order will be marked as shipped.

Please note, occasionally delays can occur due to quality control.

Prices:

Prices are subject to change. Promotional items state the price and duration and such prices only apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except otherwise stated.

Warranty:

Our warranty does not cover repairs on Wifi Faults on the iPhone 4 and 4S.

If you take your device to a third party repairer, this will void the warranty on your device. This includes both repaired and purchased devices.

All software related repairs will not be covered by our warranty. 

The warranty for refurbished phones and tablets sold by refurbedgroup differs depending on the device and only covers manufacturing defects. If the fault is not related to this or happens outside of the warranty period, an extra cost may occur. It does not cover physical or accidental damage. 

With all refurbished devices sold by refurbedgroup, the battery will only be covered by a 3-month warranty maximum.

If you purchase a refurbished mobile device from refurbedgroup and you accidentally damage the device this will void all warranty.

If the device is damaged it shall not be covered under warranty.

If you pay to have repaired it still will not be covered by warranty due to any future faults that may occur.

All warranty claims have to be reported within the warranty period and returned to our premises within two weeks from this date. 

Please note a few faults are not covered by warranty as manufacturing defects, these include: Finger Print fault, WiFi faults caused by software updates, date and time faults caused by iOS updates.

If the device you returned has been reset we will need the iCloud / Google account information to be able to test the device, without this account information we will not provide a warranty.

Liability:

If your device is damaged beyond economical repair through our negligence or willful misconduct, our liability will be limited to the cost of providing a replacement with a product that is the same or similar to your device. You have sole responsibility for any data stored on your device and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to keep a record of any such data.

When sending in a damaged device, our technicians will probably need to open up the device to either diagnose or repair it, this comes with an element of risk and may result in some minor damages to your device. We do everything possible to ensure this doesn't happen, however, if it does happen and the damages are significant we will offer a replacement or repair.

We will not be responsible for any damage or fault caused by a previous repair. 

When sending in your mobile phone or tablet device for screen repair or home button repair, refurbedgroup will not be held responsible if the Touch ID feature does not work after the repair is carried out.  

Repair Process & Delays:

We aim to repair your device within 24-48 hours of receiving it. This is just an aim we target as a company, this is not a promise, as every repair varies in time and difficulty. Although 99.1% of all repairs get done on the same day, sometimes we encounter further issues that slow the repair down.

If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process. 

Please be aware diagnostics may take longer than usual repairs as our trained technicians take the time to look at every element of the device and check for faulty parts. 

Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 97% of devices that we diagnose are repaired.

With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass repair, which in turn passes the savings on to the customer, however occasionally the LCD may break, before this happens, we always notify the customer and the procedure about to happen and the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of the replacement LCD.

Liquid Damage repairs can take up to 7 - 14 days.

Any Motherboard related repairs can take up to 7 - 14 days.

Any Software related repairs can take up to 7 - 14 days.

Orders which have multiple repairs or require additional repairs may take longer.

If we receive your device and we find there is nothing wrong with the device, we will send it back and refund you the difference. However, there will be a £9.99 handling fee deducted, this covers postage & diagnostic costs. 

On a few iPad screen repairs occasionally fine grid lines may appear, the screen will work without any problems just light grid lines may seem apparent which will not affect the performance of the screen at all. We will be unable to refund or replace the screen based on this factor.

Additional Repairs:

When you send your mobile device into us for a repair, it is rigorously tested by a number of different testers and departments, sometimes additional faults are found. If we find an additional fault with your mobile device we will send you an additional repair payment request via email. It is your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we receive payment, your mobile device will be passed back to our technicians to continue work, if you choose to decline, we will stop work and send the mobile device back as it is. If you have any queries about the additional repairs, please do not hesitate to get in touch with us.

Water Proof Repairs:

Mobile devices that are sold as being waterproof are originally sealed in the manufacturer's factory with special machines and special liquid proof gaskets. 

When we carry out a repair on a waterproof device that involves opening and closing the device we cannot guarantee that your device will be 100% waterproof after the repair process has been completed. We replace all gaskets required but only the manufacturers of the device have access to the specialised equipment required. However, we always use grade A parts and use the best possible techniques.  

Testing:

Our trained testers and technicians always test the device on arrival and before it is dispatched. We test many different aspects of the device, including but not limited to the buttons, vibration, sound, cameras, charging port, Wifi, speakers, signal, front screen, LCD display, power settings and much more, to ensure we don't miss any faults and provide the best service possible.

Your Data:

Please ensure your data is wiped or backed up via your operating system before sending your device to us. Our repairs are carried out in a professional manner but we cannot guarantee the data will be on the mobile device when it is returned to you. We do not offer a data recovery service. Pin Locks and passwords must be removed before you send your device to us. We advise that all sim cards, memory cards and accessories are taken off the device before sending to us for repair, as we will not be liable for the loss. We may need to update your iOS to ensure the repair is carried out correctly.

By sending your mobile device to refurbedgroup, you agree to release us from all claims, damages or losses with respect to the mobile device, any data stored therein or on any media used in conjunction with the mobile device (This could be in the form of personal details, SMS, photos, games, songs or other data). We accept no responsibility in relation to the security, protection, confidentiality or use of such data and it is the responsibility of the customer to ensure that such data is removed from the mobile device before sending the device to refurbedgroup.  

Emailing & Messaging:

We aim to answer all emails and messages within 24 hours. This may be slightly longer if you email or message us during a Sunday or Bank Holiday. 

Diagnostic Service:

The diagnostic fee covers shipping costs only and will be deducted from any repair cost if you decide to go ahead with a repair.

The diagnostic is the process throughout the duration of the time your device is in our possession as this is an ongoing operation. 

Blocked Devices:

At refurbedgroup we will not repair any device that has been bricked, blocked or jail-broken. The device will be sent back and the customer will be charged returns postage. If the device has no IMEI number then we will not repair the device. This is for security and warranty purposes, the device will be sent back and the customer will be refunded, if it was sent in for a diagnostic or liquid damage this will not be refunded.

Returns:

We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and water damage related repairs. This does not relate to refurbished mobile devices sold by refurbedgroup. 

When refunding all payments made to us, they will be repaid to the original origin of the funds due to security reasons.

Packaging:

Please note that if our packaging is checked out as an additional option, this is only available for 1 time being sent out and not multiple times, this service can be sent out additionally if it is checked out once again. 

VAT:

All our refurbished mobile phones are sold in subject to section 50A of the VAT Act 1994 and the VAT (Special Provisions) order 1995. A VAT Margin scheme applies, you can read more about it here

 

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