Question 1

How do I place an order?

Accepted Answer

Choose a device, select the storage, colour and condition grade you want, and add it to your basket. At checkout enter your delivery address, choose a delivery option, pay, and you'll receive an order confirmation email straight away. You can order as a guest or create an account to track orders and manage returns more easily.

Question 2

Can I change or cancel my order after placing it?

Accepted Answer

If the order hasn't been dispatched, contact us immediately and we'll cancel it for a full refund. Orders are usually picked within a few hours on working days, so the window is short. Once dispatched, you can still return the item under our 14-day cancellation right (see Returns and cancellation).

Question 3

I didn't get an order confirmation email.

Accepted Answer

Check your spam or junk folder first. If it's not there within an hour, log in to your account and check My Orders, or contact us by WhatsApp chat (+44 7913 170620, 9am to 9pm UK time) with the name and email address used at checkout. The most common cause is a typo in the email address.

Question 4

Can I order for delivery to a different address from my billing address?

Accepted Answer

Yes. Enter the delivery address at checkout. For fraud prevention we may contact you to verify a high-value order going to an address that doesn't match the card.

Question 5

Do you ship outside the UK?

Accepted Answer

No. We deliver to UK mainland, Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight, the Isle of Man and the Channel Islands. Some options have longer transit times for remote areas.

Question 6

Is the price I see the final price?

Accepted Answer

Yes. Prices include VAT and standard delivery is free. The only possible addition is the flat express delivery charge, shown at checkout before you pay. There is no service fee.

Question 7

Can I get a VAT invoice?

Accepted Answer

An invoice is emailed with your dispatch confirmation and is available in My Orders. Most refurbished devices are sold under the VAT margin scheme, which means the invoice does not itemise VAT separately and VAT cannot be reclaimed on them. Accessories and any non-margin items show VAT normally.

Question 8

Do you sell to businesses?

Accepted Answer

Yes, for reasonable quantities. Contact us for volume pricing. Note that consumer cancellation rights do not apply to business purchases, though the PhoneMart warranty does.

Question 9

Which payment methods do you accept?

Accepted Answer

Visa, Mastercard, Apple Pay, Google Pay and Klarna, all processed by Stripe. Available methods are shown at checkout.

Question 10

Is paying on the Site secure?

Accepted Answer

Yes. Payment is handled by Stripe, a PCI DSS Level 1 certified provider, over an encrypted connection. Your full card number is never stored on our servers. We also use 3D Secure (Verified by Visa / Mastercard Identity Check), so your bank may ask you to confirm the payment in its app.

Question 11

Can I pay in instalments?

Accepted Answer

Yes. You can choose to pay in instalments with Klarna at checkout. Klarna is provided by Klarna Financial Services UK Limited under its own terms, is available to eligible UK residents aged 18 or over and is subject to status. Klarna shows you the plans available for your order before you confirm.

Question 12

My payment was declined.

Accepted Answer

Check the card details and billing address match what your bank holds, that the card has sufficient available balance, and that you completed any 3D Secure step. If it still fails, try another method or contact your bank. Occasionally our fraud screening declines an order; if you think this has happened in error, contact us.

Question 13

Why has money left my account but I have no order?

Accepted Answer

When a payment fails after authorisation, the bank may show a pending hold for a few days before releasing it. No money has been taken. If the hold hasn't cleared after 7 days, contact us with the date and amount.

Question 14

When will I receive my refund?

Accepted Answer

Refunds are issued within 14 days of us receiving a return (usually much faster) and go back to the original payment method. Cards typically show the refund within 3-5 working days; Apple Pay and Google Pay follow the underlying card's timing. For Klarna orders, Klarna cancels or reduces your remaining instalments and returns anything you've already paid, usually within 5-7 working days.

Question 15

How long does delivery take?

Accepted Answer

Orders placed before 3pm on a working day are dispatched the same day. Standard delivery takes 3-4 working days; express delivery takes 1-2 working days. Remote areas, Northern Ireland and the Channel Islands may take 1-2 days longer.

Question 16

How much is delivery?

Accepted Answer

Standard delivery is free on every order. Express delivery is a flat charge shown at checkout, the same whatever you order.

Question 17

How do I track my order?

Accepted Answer

Your dispatch email contains a tracking link. You can also see tracking in My Orders. Tracking usually goes live a few hours after dispatch.

Question 18

Do I need to sign for delivery?

Accepted Answer

Yes. All devices are sent on a signed-for, insured service. If you're out, the carrier will leave a card with redelivery or collection options. We do not authorise leaving devices in safe places.

Question 19

My order hasn't arrived.

Accepted Answer

Check the tracking first. If it shows delivered but you don't have it, check with household members and neighbours and look for a carrier card. If it's still missing, contact us within 7 days of the stated delivery date and we'll open an investigation with the carrier. Where a parcel is confirmed lost we'll send a replacement or refund you in full, including any express charge.

Question 20

My parcel arrived damaged.

Accepted Answer

Photograph the packaging and the device before doing anything else, and contact us within 48 hours. Don't discard the packaging, the carrier may need to inspect it.

Question 21

Can I collect in person?

Accepted Answer

No. PhoneMart is an online-only store and all orders are delivered. Full details are in our Delivery Policy.

Question 22

What does "refurbished" mean at PhoneMart?

Accepted Answer

A refurbished device is a pre-owned device that has been fully tested, data-wiped, cleaned, repaired where necessary and graded by us before sale. Every device passes the same functional checks regardless of grade. It is not a new device and not a "manufacturer refurbished" device unless the listing says so.

Question 23

What are the condition grades?

Accepted Answer

Grades describe cosmetic appearance only. Fair: noticeable scratches and marks, possibly small dents; screen intact and fully readable, battery health at least 80%. Good: light scratches on the body and minor marks on the screen visible under light, battery health at least 85%. Excellent: very light signs of use; screen looks new at normal viewing distance, battery health at least 90%. Premium: near-new appearance, no visible marks at arm's length, battery health at least 90%. Full criteria are on our Grading Standards page.

Question 24

What testing does each device go through?

Accepted Answer

Screen and touch, buttons, speakers, microphones, all cameras, Wi-Fi, Bluetooth, mobile signal, GPS, sensors, charging port, wireless charging, biometrics (Face ID / fingerprint), battery health, water-damage indicators, and a check against lost/stolen databases. Devices are then factory-reset with a certified data erasure.

Question 25

Is the device unlocked?

Accepted Answer

Yes, unless the listing clearly states otherwise. Unlocked devices work with any UK network and most networks abroad.

Question 26

Is the battery original? What battery health can I expect?

Accepted Answer

The battery is original unless we've replaced it, in which case the listing says so. Minimum battery health by grade is shown above and on every listing. Battery health is shown as reported by the device's own diagnostics at the time of testing.

Question 27

Does it come with a box, charger or accessories?

Accepted Answer

Devices come with a compatible charging cable. Original box, mains adapter, headphones and other manufacturer accessories are not included unless the listing says so.

Question 28

Are parts genuine?

Accepted Answer

If a screen, battery or other component has been replaced, the listing states whether the part is genuine or a high-quality compatible part. Devices with non-genuine parts may show an "unknown part" notice in the device's settings, this does not affect function or your warranty.

Question 29

Will the device receive software updates?

Accepted Answer

Devices receive updates for as long as the manufacturer supports that model. We list the shipped software version and the manufacturer's support status where known, but we can't guarantee future updates.

Question 30

Can I see photos of the actual device?

Accepted Answer

Listing photos are representative of the grade. Because we handle thousands of unique units, we can't photograph each one individually, but our grading standards are applied consistently and you can return the device free if it doesn't match its grade.

Question 31

What is your returns policy?

Accepted Answer

You have 14 days from delivery to return a device for any reason for a full refund. This is your statutory cancellation right under the Consumer Contracts Regulations 2013. The device must be returned complete, with any accessories we supplied, and with all account locks removed. Full details are in our Returns, Refunds & Exchanges Policy.

Question 32

How do I return something?

Accepted Answer

Log in, open the order in My Orders, click Return item and follow the steps. Pack the device securely and post it to I Repair Dar Limited, 40 Northgate, Darlington, DL1 1PP by tracked, insured post, with your order number inside. Guest orders can start a return through WhatsApp chat (+44 7913 170620, 9am to 9pm UK time) or the contact form with the order number.

Question 33

Do I pay for return postage?

Accepted Answer

For change-of-mind returns, yes, you pay the postage. Use a tracked, insured service (Royal Mail Special Delivery or similar) because the device is your responsibility until it reaches us. For faulty, damaged or wrong items we reimburse reasonable postage on receipt. If you chose express delivery and return for change of mind, the express charge isn't refunded; it is refunded for faulty, damaged or wrong items.

Question 34

Do I need to remove my account from the device before returning it?

Accepted Answer

Yes. Sign out of iCloud / Find My or your Google account and factory-reset the device. We cannot process a return on a locked device; we'll contact you to remove the lock remotely, which delays your refund.

Question 35

What condition must the device be in?

Accepted Answer

You can inspect and test the device as you would in a shop. If it comes back with damage that wasn't there when we sent it, we may deduct the cost of that damage from the refund, as consumer law allows.

Question 36

When will I get my refund?

Accepted Answer

Within 14 days of receiving the device back, usually within 2-3 working days of it arriving.

Question 37

Can I exchange rather than refund?

Accepted Answer

Yes. Choose Exchange when you start the return within 14 days. We reserve the replacement, dispatch it once your original arrives and passes the check, and charge or refund any price difference. One exchange per order.

Question 38

I ordered the wrong storage / colour / grade.

Accepted Answer

Use the exchange option above, you pay the return postage, replacement sent on free standard delivery.

Question 39

What warranty do I get?

Accepted Answer

Every device includes a 24-month PhoneMart warranty from the date of delivery, alongside your statutory rights under the Consumer Rights Act 2015 (30-day right to reject a faulty device, repair or replacement for faults within 6 months, claims for up to 6 years). The warranty covers hardware faults that aren't caused by accident, misuse, liquid, unauthorised repair or normal wear, and includes battery health dropping below 80%. Accessories carry a 12-month warranty. Full details are on our Warranty page.

Question 40

What's not covered?

Accepted Answer

Accidental damage (cracked screens, dents from drops), liquid damage, damage from unauthorised repair, software issues caused by jailbreaking or rooting, cosmetic wear that was present and consistent with the grade at delivery, and gradual battery degradation above the stated minimum. Batteries that fall below 80% health within the warranty are covered.

Question 41

My device has developed a fault. What do I do?

Accepted Answer

Open the order in My Orders and click Get help, describing the fault. We'll usually ask you to try a couple of quick checks (software update, restart, reset). If those don't fix it, post the device to us by tracked, insured post; we reimburse your postage once the fault is confirmed as covered. Our technicians will diagnose it within 3 working days of arrival and repair, replace or refund at our choice. Faults in the first 30 days are refunded in full if you prefer. A repaired or replaced device stays covered for the rest of the 24 months.

Question 42

How long does a repair take?

Accepted Answer

Most warranty repairs are completed and returned within 5-7 working days of arrival. If a repair will take longer than 7 working days we'll offer a replacement or refund.

Question 43

Will I get a loan device?

Accepted Answer

No, we don't currently offer loan devices. If a repair will take longer than expected we'll offer a replacement or refund instead.

Question 44

Does the warranty transfer if I sell or give away the device?

Accepted Answer

Yes, the warranty stays with the device and the original order number.

Question 45

Does using a third-party repairer void my warranty?

Accepted Answer

Unauthorised repair voids the warranty for any fault connected to the repair. Contact us first; repairs under warranty are free.

Question 46

What can I trade in?

Accepted Answer

Smartphones, tablets, laptops and smartwatches from major manufacturers, in working or non-working condition. Enter your model on the Trade-in page to see whether we accept it and what we'll pay.

Question 47

How is the price calculated?

Accepted Answer

From your answers about the model, storage, network lock status and condition. Be accurate, the quote is only guaranteed if the device matches what you describe.

Question 48

How long is my quote valid?

Accepted Answer

2 days. Confirm your trade-in within that time to lock the price, then post the device so it reaches us within 7 days of confirming. Quotes not confirmed in 2 days expire and you'll need to request a new one.

Question 49

How do I send my device?

Accepted Answer

After confirming your trade-in, we email packing instructions and our address. You arrange and pay for postage, use a tracked, signed-for service insured to at least the quoted value, because the device is your responsibility until we sign for it. Use a sturdy box with padding, remove the SIM and memory card, and keep your proof of posting.

Question 50

What do I need to do before sending?

Accepted Answer

Back up your data, sign out of all accounts, remove any activation lock (Find My / Find My Device), and factory-reset the device. A device that arrives locked cannot be paid for until the lock is removed.

Question 51

What happens when you receive it?

Accepted Answer

We inspect and test it within 2 working days. If it matches your description we pay the quoted price. If not, we email a revised offer with an explanation and photos where relevant.

Question 52

What if I don't agree with the revised offer?

Accepted Answer

Decline it and we'll return the device to you free of charge. If we don't hear from you we'll send a reminder, then either pay the revised amount or contact you to arrange the return of your device.

Question 53

How and when am I paid?

Accepted Answer

By bank transfer within 3 working days of the price being agreed, or instantly as Store Credit if you choose that option (sometimes with a bonus).

Question 54

Can I trade in a device with a cracked screen or that doesn't turn on?

Accepted Answer

Yes. Select the matching condition when getting your quote. The offer will be lower but we still accept most damaged devices.

Question 55

Can I trade in a device that's still on a network contract or finance?

Accepted Answer

Only if you're entitled to sell it, check with your provider. Devices reported lost, stolen or blacklisted are not accepted and cannot be returned to you (we are legally required to withhold them).

Question 56

Is my data safe?

Accepted Answer

Every device we receive is erased using certified data-erasure software as part of inspection. We don't access your data, but you should always wipe the device yourself before sending. Full terms are in our Trade-in Terms.

Question 57

Do I need an account to order?

Accepted Answer

No, you can check out as a guest. An account lets you track orders, start returns, manage trade-ins, use Store Credit and save addresses.

Question 58

I've forgotten my password.

Accepted Answer

Click Forgot password on the sign-in page and follow the email link. If the email doesn't arrive, check spam, then contact us.

Question 59

How do I change my email address or details?

Accepted Answer

Log in and go to Account settings. Changing your email will require you to confirm the new address.

Question 60

How do I delete my account?

Accepted Answer

Go to Account settings → Close account, or email us. Closure completes within 30 days once there are no open orders or claims. We keep order records for the legally required period even after closure. See our Privacy Policy for details.

Question 61

Can I have more than one account?

Accepted Answer

No, one account per person. If you've accidentally created two, contact us and we'll merge them.

Question 62

I think someone has accessed my account.

Accepted Answer

Change your password immediately and contact us. We'll review recent activity and secure the account.

Question 63

What is Store Credit?

Accepted Answer

Credit held in your account that can be used against future orders. You might receive it as a trade-in payment option, a goodwill gesture or a promotion. It appears at checkout and is applied before payment.

Question 64

Does Store Credit expire?

Accepted Answer

Store Credit expires 24 months after it's issued. Credit that represents a refund you were entitled to in cash can be paid to your bank on request at any time.

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