Returns and Refunds Policy
Last updated: 7 September 2026
This policy sets out when you can return a product to PhoneXpert, and how refunds, exchanges and faulty-product claims are handled. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
Change of mind — 7 days
If you change your mind about a purchase, contact us within 7 days of receiving your product to request a return.
To be eligible for a change-of-mind return, the product must be:
- unused and in the same condition you received it
- in its original packaging; and
- accompanied by a receipt or proof of purchase.
Please contact us before sending anything back so we can give you return instructions. Do not send your purchase back to the manufacturer.
Faulty, damaged or incorrect products — 30 days
If a product arrives damaged, is not what you ordered, or develops a fault, contact us within 30 days of receiving it with:
- your order number
- the product name
- a description of the problem; and
- photographs where relevant.
We will assess the issue and provide the remedy required by law — repair, replacement or refund, depending on the nature and seriousness of the problem.
Your rights under the Consumer Guarantees Act 1993 are not limited to this 30-day window. Where a product fails to meet a statutory guarantee, those rights continue to apply.
What we cannot accept back
- Parts that have been installed
- Services
- Trade and dealer stock purchased at dealership pricing and held beyond 30 days
- Products damaged by misuse, accidental damage, incorrect installation or unauthorised modification.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and let you know whether your refund has been approved.
Approved refunds are processed to your original payment method. Your bank or card provider may take a few days to show the credit.
Late or missing refunds
If you have not received an approved refund, check your bank account again, then contact your credit card company or bank — there is often processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us.
Exchanges
We replace items where they are faulty or damaged. If you need to exchange an item for the same product, contact us and we will arrange it.
Need help?
Email [email protected], phone 027 337 8878, or use our contact page. Please contact us before returning anything so we can give you return instructions.
This policy should be read together with our Terms & Conditions and Shipping and Rates page.