At Phone World, we want you to be satisfied with your purchase. This policy explains how returns, exchanges, cancellations and refunds work for products and services bought from us.

1. Products Bought Online, by Telephone or Away from Our Stores

If you are a consumer and buy a product from us online, by telephone or through another distance-selling method, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you, or a person nominated by you, receives the goods. If an order is delivered in separate parts, the cancellation period starts after the final item is received.

After telling us that you wish to cancel, you have a further 14 days to send the goods back.

To cancel, email admin@phoneworld.co or send a clear written statement to:

Phone World
1B West Street
Dunstable
LU6 1SL

Please include your name, order number, contact details, the item being returned and the date it was received. You may also use the model cancellation form at the end of this page, although using that form is not compulsory.

Condition of non-faulty online returns

You may inspect a product in the same way that you reasonably could in a shop. You should not use it more than is necessary to establish its nature, characteristics and function.

Please return the product with its original accessories, manuals, cables, promotional items and packaging wherever possible. If handling beyond what is reasonably necessary has reduced the product’s value, we may make a lawful deduction from the refund to reflect that reduction.

For phones, tablets and other connected devices, please remove your SIM card and memory card, back up your data, sign out of all accounts, remove activation locks and security codes, and factory-reset the device before returning it. We may be unable to test or process a device until account and activation locks have been removed. This does not reduce your statutory rights.

Return costs

For a non-faulty change-of-mind return, you are responsible for the direct cost of returning the item unless we have agreed otherwise. We recommend using secure packaging and a tracked, insured service suitable for the item’s value.

If an item is faulty, damaged on arrival, incorrectly supplied or not as described, Phone World will cover reasonable return costs or provide suitable return instructions.

2. Products Bought in a Phone World Store

UK law does not normally require a retailer to accept a return simply because a customer has changed their mind about a non-faulty item bought in person.

As a goodwill policy, Phone World offers an exchange or store credit within 14 days of purchase for a non-faulty in-store item, provided that:

•    you provide reasonable proof of purchase;

•    the item is unused, unopened and in a fully resalable condition;

•    all original packaging, accessories, manuals and promotional items are included; and

•    the item is not excluded under section 3 below.

We do not normally provide a monetary refund for a non-faulty in-store purchase where the customer has simply changed their mind. This goodwill policy does not affect your rights if a product is faulty, not as described or unfit for purpose.

3. Change-of-Mind Exclusions

Unless a product is faulty or another legal right applies, the right to cancel or our goodwill returns policy may not apply to:

•    personalised, custom-made or specially altered products;

•    sealed in-ear earphones, earbuds or other sealed hygiene-sensitive products once the hygiene seal has been broken;

•    sealed computer software once unsealed;

•    digital codes, downloads, software licences, airtime, top-ups or similar digital content once supplied, activated or redeemed where you agreed to immediate supply and acknowledged the loss of your cancellation right;

•    services that have been fully completed after you expressly requested an early start and acknowledged that the cancellation right would be lost on completion;

•    screen protectors, films or other products after they have been fitted or applied, except where the product or fitting service is faulty; and

•    items damaged after purchase through accident, misuse, liquid damage, neglect, unauthorised alteration or an attempted repair by someone else.

These exclusions do not restrict your statutory rights where goods or services are faulty, not as described, unfit for purpose or otherwise fail to meet legal requirements.

4. Faulty, Damaged, Incorrect or Misdescribed Products

Products supplied by Phone World must be of satisfactory quality, fit for purpose and as described.

If a product does not meet these standards:

•    Within 30 days: you may have the short-term right to reject it and receive a full refund.

•    After 30 days: you will normally be entitled first to a repair or replacement. This must be provided within a reasonable time, without significant inconvenience and at no cost to you. The available option may depend on whether repair or replacement is possible and proportionate.

•    If a repair or replacement is unsuccessful, impossible, disproportionate or not completed within a reasonable time: you may be entitled to a price reduction or to reject the product and receive a refund, subject to the law.

Where a fault appears within the first six months after delivery, it is generally treated as having been present at delivery unless we can show otherwise. After six months, you may be asked to show that the fault existed when the product was supplied.

We are not responsible for faults caused after supply by accidental damage, misuse, liquid damage, neglect, unauthorised modification or repair, or normal wear and tear. However, the presence of such damage will not remove any legal right relating to a separate fault for which we are responsible.

Any manufacturer’s warranty or additional Phone World warranty is provided in addition to, and does not replace, your statutory rights.

5. Repairs and Other Services

Repairs and services must be carried out with reasonable care and skill. If a service does not meet this standard, you may be entitled to have it performed again at no cost. If repeat performance is impossible or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, which may be up to the full price in suitable cases.

If you book a repair or another service online or by telephone, you normally have 14 days from the day after the contract is made to cancel. If you expressly ask us to begin during that cancellation period and then cancel before the service is complete, you may be required to pay a proportionate amount for work already carried out. If the service is fully completed during that period after your express request and acknowledgement, the cancellation right may be lost.

If you cancel an in-store repair after diagnosis, parts have been specially ordered or work has begun, reasonable charges may apply in accordance with the repair authorisation and our separate Repair Policy. Your statutory rights remain unaffected.

6. Proof of Purchase and Product Assessment

We may ask for reasonable proof that the item or service was purchased from Phone World. This may include a receipt, order confirmation, invoice, bank or card statement, or other reliable evidence.

For a reported fault, we may inspect or test the item to confirm the problem and its cause. Assessment will be completed within a reasonable time and will not be used to delay or restrict your statutory rights.

Refunds are normally made to the original purchaser using the original payment method. If an item was a gift, we may offer an exchange or store credit unless the original purchaser is available and a monetary refund is legally due.

7. Bundles, Discounts and Promotional Items

If you return an entire bundle or promotional purchase, all products and free promotional items supplied as part of it should be returned.

If only part of a non-faulty bundle is returned under our goodwill policy, any refund, exchange or store credit may be recalculated to reflect the price that would have applied to the items kept without the bundle discount. This does not affect any remedy required by law for a faulty item.

8. How and When Refunds Are Paid

Approved refunds will be issued using the same payment method used for the original purchase unless you expressly agree to another method.

For a valid distance-sale cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for premium or expedited delivery is not normally refundable.

We will process a distance-sale refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide acceptable evidence that they have been sent back. For services, the applicable refund will normally be made within 14 days after we are informed of a valid cancellation.

Where goods are faulty and a refund is legally due, it will be issued without undue delay and normally within 14 days after we agree that you are entitled to it.

After we issue a refund, your bank or card provider may take additional time to show it in your account.

9. How to Make a Return or Raise a Problem

In-store purchases

Please take the item and your proof of purchase to the Phone World store where it was bought. If this is not practical, contact us first so that we can advise you.

Online or telephone purchases

Email admin@phoneworld.co before sending anything back. We will provide the correct return instructions. Please do not send a return to a store or head-office address without confirmation, as this may delay processing.

When contacting us, please provide:

•    your full name;

•    order or receipt number;

•    contact telephone number and email address;

•    product description, serial number or IMEI where relevant;

•    the reason for the return or details of the fault; and

•    photographs or video where they may help us understand damage or a fault.

10. Contact Us

Phone World
Head Office: 1B West Street, Dunstable, LU6 1SL
Email: admin@phoneworld.co
Telephone: 01582 671 721
Website: www.phoneworld.co

 

Model Cancellation Form

Complete and return this form only if you wish to cancel a qualifying online, telephone or other distance contract. You may instead send us any other clear statement of cancellation.

To: Phone World, 1B West Street, Dunstable, LU6 1SL
Email: admin@phoneworld.co

I give notice that I cancel my contract for the sale of the following goods or supply of the following service:

Goods or service
Order number
Ordered on / received on
Customer name
Customer address
Customer signature (only if sent on paper)
Date

For qualifying distance contracts only. Your statutory rights remain unaffected.