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24-Month Warranty

24-Month Warranty

Last updated: 1 September 2026

Every device sold by PhoneMart comes with a 24-month warranty from the date of delivery. This page explains what it covers, what it doesn't, and how to claim.

Your warranty is in addition to your legal rights under the Consumer Rights Act 2015, which are set out at the end of this page and are never reduced by anything here.

What's covered

Any hardware fault that arises from a defect in the device or our refurbishment during the 24 months, including:

  • Screen, display and touch faults: dead pixels, ghosting, unresponsive touch, backlight failure
  • Buttons, switches and ports: power, volume, mute, charging port, headphone jack
  • Audio: speakers, microphones, earpiece
  • Cameras: front and rear, autofocus, flash
  • Connectivity: Wi-Fi, Bluetooth, mobile signal, NFC, GPS
  • Biometrics: Face ID, Touch ID, fingerprint sensors
  • Sensors: proximity, gyroscope, accelerometer, compass
  • Charging: wired and wireless charging failure
  • Battery: health falling below 80% of design capacity at any point in the 24 months
  • Any repair we carried out during refurbishment, and any part we fitted

Accessories supplied with the device or sold separately carry a 12-month warranty.

What's not covered

  • Accidental damage: drops, impacts, cracked screens, dents, bent frames
  • Liquid damage, including corrosion from humidity or sweat
  • Damage from unauthorised repair, opening the device, or non-PhoneMart parts
  • Jailbreaking, rooting, custom firmware or software modification
  • Cosmetic wear present at delivery and consistent with the condition grade, or arising from normal use afterwards (scratches, scuffs, fading)
  • Faults caused by misuse, neglect, extreme temperatures or use contrary to the manufacturer's guidance
  • Software problems caused by apps, settings, updates or user data
  • Normal battery ageing that stays above 80% health
  • Loss or theft
  • Devices where the IMEI or serial number has been removed or altered

Accidental damage is repairable, we'll quote for a paid repair if you'd like one.

How to claim

1. Report the fault

Log in, open the order in My Orders and click Get help, or contact us at [email protected] or by WhatsApp chat (+44 7913 170620, 9am to 9pm UK time). Describe the problem and, if you can, attach a photo or short video showing it.

2. Quick checks

We may ask you to try a couple of things first, restart, install any pending software update, or reset settings, because these fix a large share of reported issues in minutes.

3. Send it to us

If the fault persists, post the device to I Repair Dar Limited, 40 Northgate, Darlington, DL1 1PP by tracked, insured post, with a note of your order number. We reimburse your reasonable postage cost once the fault is confirmed as covered. Before sending: back up your data, sign out of all accounts, turn off Find My / Find My Device, factory-reset, and remove your SIM and any memory card. Pack securely and get proof of posting. We cannot diagnose or repair a device that is locked to an account.

4. Diagnosis

Our technicians test the device within 3 working days of receiving it and email you the outcome.

5. Remedy

If the fault is covered we will, at our choice:

  • repair it and return it to you, usually within 5 to 7 working days of receipt;
  • replace it with a device of the same model, storage and grade or better; or
  • refund you in full if repair and replacement aren't possible.

Repair and replacement are free. We reimburse your reasonable postage for sending a covered device in, and we pay for sending it back.

6. Continued cover

A repaired or replaced device stays covered for the remainder of the original 24 months.

If no fault is found

If we can't reproduce the fault, or it falls under an exclusion, we'll tell you what we found, offer a paid repair quote where applicable, and return the device to you at our cost if you decline. Postage for sending it in is not reimbursed in that case.

Loan devices

We don't currently provide loan devices during repair. If a repair is going to take longer than 7 working days we'll offer a replacement or a refund instead.

Transferring the warranty

The warranty belongs to the device, not the buyer. If you sell or give the device away, the new owner can claim by quoting the original order number.

Under the Consumer Rights Act 2015, regardless of this warranty:

  • If a fault appears within 30 days of delivery you can reject the device for a full refund.
  • If a fault appears within 6 months, it's presumed to have existed at delivery and you're entitled to a repair or replacement, then a refund if that fails.
  • You can claim for up to 6 years (5 in Scotland) if you can show the fault was present at delivery.

Where these rights and our warranty overlap, use whichever is better for you.

Questions

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