Refund policy

1. Changing Your Mind — Your 14-Day Right to Cancel

If you buy a device from us as a consumer online, by phone, or at your home, you have a legal right to cancel the purchase for any reason within 14 days after the day you receive it, under the Consumer Contracts Regulations 2013.

To cancel, tell us clearly by email at sell@celldevices.co.uk or by WhatsApp before the 14 days end. You can use the cancellation form at the end of this policy, but you do not have to. Then send the device back to us within 14 days of telling us, with everything that came with it, signed out of iCloud or your Google account. Return postage for a change-of-mind return is your responsibility. We recommend a tracked service, because the device is your responsibility until it reaches us.

We will refund what you paid, including any standard delivery charge, within 14 days of receiving the device back (or of you sending us proof of posting, if earlier), using the payment method you used. You may check the device as you would in a shop. If it comes back with more than that — new scratches, cracks or liquid damage, missing accessories, or still locked to your account — we may reduce the refund by the amount its value has dropped.

Sales to businesses are not consumer sales, and the 14-day right to cancel does not apply to them, although the warranty below does. Trade-in sales are not eligible for return (see section 5).

2. If the Device Is Faulty

Refurbished devices carry the same legal protection as new ones under the Consumer Rights Act 2015. If your device is faulty, not as described, or not fit for purpose, then, in addition to our warranty: within 30 days of receiving it you can reject it for a full refund; after that we will repair or replace it, and if that does not work or cannot be done within a reasonable time you can have a refund (after the first six months, less a deduction for the use you have had) or keep the device with a price reduction. For the first six months a fault is presumed to have been present at delivery unless we show otherwise. We pay the postage both ways for a fault claim.

Until a device is delivered to you it remains at our risk. If a parcel is lost or damaged in transit on its way to you, we will replace the device or refund you in full.

3. Warranty Coverage

All refurbished devices come with a Cell Devices warranty based on their grade, in addition to your legal rights. The guarantor is Cell Devices (Daniel Robinson, 37 Meadowlands, West Clandon, Guildford, GU4 7TA). Grade A and Grade B devices include a twelve-month warranty. Grade C devices include a six-month warranty. Both run from the date of delivery and are valid throughout the United Kingdom. Warranty covers technical faults that occur through normal use, such as internal component failure, touchscreen faults, button issues, charging problems, or battery performance significantly below acceptable levels.

Repairs carried out by us are covered on the part we fitted and our workmanship, for a period that depends on the part: twelve months on an aftermarket OLED screen; six months on a third party battery and on other parts, such as a charging port, camera or back glass; three months on a genuine Apple part or a budget LCD screen. Your quote tells you which part we are fitting and how long its warranty lasts before you accept it.

Warranty does not cover accidental or physical damage, liquid damage, cracked screens, impact marks, damage caused by dropping the device, or faults caused by third-party repairs or software modification. Where a fault has been caused by that kind of damage, it is not covered. Devices must be returned to us for assessment before a warranty claim is approved.

Nothing in this warranty affects your statutory rights.

Cosmetic grade and battery health are separate. The listing states the recorded battery health where available and any disclosed replacement parts. Normal gradual battery wear is different from a functional fault; a stated health percentage does not remove your rights if the device is faulty, not as described or not fit for purpose. The promises made when you bought your device continue to apply.

4. How Warranty Claims Work

Contact us by email or WhatsApp with your order details and a description of the issue. We will send you a pre-paid label. Once we receive the device, we will run a full diagnostic test. If the fault is covered, we will repair or replace the device at no cost and post it back at our expense. If the device cannot be repaired and an exact replacement is unavailable, we will refund the original purchase price. If the issue is not covered, we will contact you with what we found and return the device if requested.

5. Trade-In Sales Are Final

When a customer sells a device to Cell Devices through our trade-in service, the sale becomes final after payment has been issued. Once payment is made, ownership transfers to Cell Devices permanently and the device cannot be reclaimed or reversed. This applies to both postal and local collection trade-ins.

Trade-in credit put toward a refurbished device is applied at the time of that purchase. It is not a stored balance, cannot be banked for later use, and cannot be exchanged for cash.

6. Local Collection Fee

For local collections we may ask for a £20 collection fee before we travel, paid in advance. This is at our discretion and is usually asked for on longer journeys or from customers we have not dealt with before. The fee pays for our travel and the on-site inspection, so it is not returned when the sale goes ahead. We will tell you about the fee before you book.

If you cancel with less than 24 hours’ notice, are not available when we attend, or the device turns out to be untestable, severely damaged, or one we cannot legally buy, we keep the fee, because the journey has been made or the slot has been lost. If you cancel with 24 hours’ notice or more, we refund it in full. If we cannot attend, you choose between a full refund and a new date, and if we cancel with less than 24 hours’ notice we will also pay you £20 for your wasted time.

7. Returns Processing Times

Devices returned under the 14-day right to cancel, a fault claim or a warranty claim are normally assessed within two working days of arrival. Refunds are issued shortly after, and always within the 14-day legal limit; they usually appear in your account within one to five working days depending on your bank.

8. Complaints

If something has gone wrong, please tell us by email at sell@celldevices.co.uk or by WhatsApp on +44 7577 545706. We aim to respond within three working days.

9. Contact Information

For returns, refunds, or warranty enquiries, please contact us at:
sell@celldevices.co.uk
WhatsApp: +44 7577 545706
Our postal address is in our Legal Notice and on the cancellation form below.

Cancellation Form

You can copy this into an email if you want to cancel a purchase under section 1. You do not have to use it — any clear message will do.

To: Cell Devices, 37 Meadowlands, West Clandon, Guildford, GU4 7TA, sell@celldevices.co.uk
I hereby give notice that I cancel my contract of sale of the following goods / for the supply of the following service: [description]
Ordered on / received on: [date]
Name of consumer: [name]
Address of consumer: [address]
Signature (only if this form is sent on paper):
Date: [date]