Refund Policy

When you submit an order to us on our website, you will receive an email to confirm that we are processing your order. You should check This Email for accuracy and let us know immediately if there are any errors, by receiving this Email you acknowledge that you enter into a contract between us The Pocket phone shop ltd and yourself.

You have the right to cancel an order within 7 days after the day the goods were delivered, The item must be completely unused, having not been switched on, with all packaging and protective stickers still in place, All documentation, and manuals must also be included, If the item is returned to us for refund and any of this criteria has not been met then the item will be sent back to you and we will debit your card for the return carriage costs.

The above does not apply if we have previously stipulated to you via email that we are buying the goods in exclusively for you and that you have acknowledged by email that you accept your order is non cancellable.
If you wish to cancel your order you must notify The Pocket Phone shop Ltd via email within the stated 7 day period, cancellations after 7 days will not be accepted.

Upon Notifying the Pocket phone shop ltd of your cancellation we will Send an Email explaining what to do with your item next. You must return the goods to the pocket phone shop in exactly the same condition and completeness as the pocket phone shop Ltd delivered them to you, please note this includes, packaging (including the factory screen saver), manuals, cables, software etc. If you do not return the goods in the same unused condition and completeness, the pocket phone shop Ltd at its sole discretion can either reject the cancellation or levy a charge against you or your credit card to make good any damage or missing items.

The goods remain your property and responsibility until such time as the pocket phone shop Ltd signs acceptance of the return delivery of the goods, we strongly advise you to use a secure signed for service, for example Royal Mail Special Delivery, the cost of returning the goods is your responsibility. Should you wish to return any goods, please Email us for instructions on how to do so.
 
Faulty Returns

If the goods are not faulty you have 7 days from the day after the goods arrive to cancel the order and return the goods for a refund A refund will be provided within 30 days. Please note that packaging must be in pristine condition, otherwise we will charge the customer a fee to compensate the pocket phone shop Ltd for the written down value of the stock. Return shipping is at the customer’s expense.

If any goods are returned in an incomplete manner, the pocket phone shop Ltd at its sole discretion can either reject the returned item as incomplete and return the goods at the customers expense, or the pocket phone shop Ltd can charge the customer a sum equivalent to the replacement cost of the missing item - this can include small items such as manuals, cables, batteries, styli, etc. If we cannot replace the missing items (e.g. replacement hard copy manuals are very difficult to replace) then the pocket phone shop Ltd will charge the customer a fee to compensate the pocket phone shop Ltd for the written down value of the incomplete stock.
 
Any faults that occur within the first 7 days after the goods arrive must be reported to the pocket phone shop via email within this time frame to be eligible for refund/replacement. Goods with faults reported outside the first 7 days after the goods arrive should be sent to the manufacturer for repair. Please note that packaging must be in pristine condition and all items supplied must be returned to be eligible for a refund, This includes free payg sim cards where applicable. All goods will be tested if reported faulty upon their return either by the pocket phone shop technical staff or the manufacturer where appropriate.