Returns, Refunds & Exchanges

Last updated: 1 September 2026

We want you to be happy with what you've bought. If you're not, here's how returns, refunds and exchanges work.

• Your 14-day right to return
• How to return an item
• Condition of returned items
• Refunds
• Exchanges
• Damaged on arrival or wrong item
• Faulty items
• Returns that can't be accepted
• Business orders

1. Your 14-day right to return

You can return any product for any reason within 14 days of the day you receive it. You don't need to give a reason. This is your legal right under the Consumer Contracts Regulations 2013 and we honour it in full.

If your order arrived in more than one parcel, the 14 days run from the day you received the last one.

For faulty items, see section 7, different and longer rights apply.

2. How to return an item

Step 1: Tell us you're returning it, within 14 days of delivery

Log in, go to My Orders, open the order and click Return item. Choose refund or exchange and the reason (optional). Guest orders: use WhatsApp chat (+44 7913 170620, 9am to 9pm UK time) or email [email protected] with your order number.

Step 2: Prepare the device

• Back up anything you want to keep.
• Sign out of your Apple ID / iCloud, Google account or Samsung account, and turn off Find My / Find My Device.
• Factory-reset the device.
• Remove your SIM card and any memory card.
• Include the charging cable and anything else we supplied.

Step 3: Pack it and send it, within 14 days of telling us

Pack the device securely (ideally in the box it arrived in, with padding) and post it to:

I Repair Dar Limited, 40 Northgate, Darlington, DL1 1PP

Include a note with your order number. Return postage is paid by you for change-of-mind returns. Use a tracked, signed-for service insured to the value of the device, Royal Mail Special Delivery or a courier equivalent, because the device is your responsibility until it reaches us and we can't refund an item that goes missing in the post. Keep proof of posting until your refund arrives.

If you're returning because the item is faulty, damaged on arrival or not what you ordered, we reimburse your reasonable postage cost on receipt, see sections 6 and 7.

Step 4: We check it and refund you

Once the device arrives we check it within 2 working days and issue your refund or dispatch your exchange.

3. Condition of returned items

You can inspect and test the device just as you could in a shop: unbox it, turn it on, set it up, try the features. That's normal handling and costs you nothing.

If the device comes back with damage or wear beyond that, a cracked or scratched screen that wasn't there when we sent it, new dents, a device that's been opened, water damage, we may deduct an amount from your refund to reflect the loss in value. If we do, we'll email you photos and an explanation before processing the refund.

Locked devices. We cannot refund a device that is still signed in to an account or has Find My / Find My Device active, because we can't verify or resell it. If a return arrives locked we'll email you instructions to remove the lock remotely. The refund is processed as soon as the lock is off.

4. Refunds

How much: the full price of the product plus the cost of standard delivery. Since standard delivery is free, that means the full amount you paid. If you chose express delivery and are returning for change of mind, the express charge is not refunded; it is refunded if the return is because the item is faulty, damaged or not what you ordered.

When: within 14 days of us receiving the device back, in practice usually 2 to 3 working days after it arrives. If you've sent proof of posting and the device hasn't reached us within 14 days, we refund on the proof of posting.

How: to the original payment method. Cards usually show the refund within 3 to 5 working days of us issuing it; Apple Pay and Google Pay follow the underlying card. If you paid partly with Store Credit, that part goes back to your Store Credit.

Partial orders: if you return one item from a multi-item order, you're refunded for that item only.

5. Exchanges

Want a different storage size, colour or condition grade instead of a refund? Choose Exchange when you start the return within the 14-day period.

• We reserve the replacement unit for you.
• Send the original back by tracked, insured post at your cost.
• When it arrives and passes the check, we dispatch the replacement on free standard delivery.
• If the replacement costs more, we send a payment link for the difference; if it costs less, we refund the difference.
• If the replacement goes out of stock before your original arrives, we refund you in full instead.

You can only exchange once per order. A further change of mind on the replacement is handled as a refund.

6. Damaged on arrival or wrong item

If your device arrives damaged, or isn't what you ordered, contact us within 48 hours of delivery with photos. Return it by tracked post; we reimburse the reasonable postage cost and send a replacement or refund you in full, including any express delivery charge, your choice. This doesn't use up your 14-day right on the replacement.

7. Faulty items

Faulty items are covered by our 24-month warranty and your statutory rights, not by the 14-day returns period:

• Within 30 days of delivery: you can reject a faulty device for a full refund, or choose repair or replacement.
• Within 24 months: our warranty entitles you to a free repair, replacement or refund.
• Within 6 months: the law presumes the fault existed at delivery, so we won't ask you to prove it.

Use My Orders → Get help to report a fault. Full details are in our Warranty Policy.

8. Returns that can't be accepted

We can't accept returns:

• notified more than 14 days after delivery (unless the item is faulty, see section 7);
• of devices that have been opened, modified, jailbroken or rooted;
• of devices with a lock we've asked you to remove that remains in place after 14 days;
• of items sent to any address other than the one above, or without an order number;
• of accessories that have been used or are missing original packaging;
• from business customers (section 9).

If a return can't be accepted we'll send the item back to you and explain why.

9. Business orders

Orders placed by a business are not covered by the 14-day change-of-mind right. The 24-month warranty still applies. Contact us before ordering if you need a different arrangement.

Questions? [email protected] or WhatsApp chat (+44 7913 170620, 9am to 9pm UK time).