Refund policy

You have 14 days from the day your order arrives to change your mind. Our own returns window is longer, at 30 days. Faulty goods are covered by the Consumer Rights Act 2015, and in Scotland that protection runs for five years.

Refunds go back to whatever you paid with, normally within three to five working days of the item reaching us.

The Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel an order, for any reason or for no reason at all. Tell us inside that window — an email is perfectly fine — and then get the item back to us within 14 days of telling us.

You pay the return postage unless the item is faulty, and we can reduce a refund if something comes back in a state where we cannot sell it on. That sounds harsher than it is in practice. Opened the box, switched the phone on, decided it was not for you? No problem. Sent back with a cracked screen? That is a different conversation.

On top of your statutory rights, we accept returns for 30 days from delivery on anything bought through this website. The condition rules are the same, but you get an extra fortnight to make up your mind.

Items bought over the counter are covered by the same 30 days. Just bring them back to the shop with your receipt and we will deal with it there and then.

Email info@fonexperts.co.uk with your order number and a line about what has gone wrong or what you have changed your mind about. We will reply with a returns reference and the address to send it to. Please do not post anything back without a reference — parcels that arrive without one sit around for days while we work out where they came from.

Pack it up the way it arrived if you still have the packaging, and include everything that came in the box: cables, documentation, the SIM tool, all of it. Missing accessories slow the refund down.

Every Grade A phone we sell is tested in the shop and leaves us with a battery health reading of 85% or better. If yours falls below 80% within the first twelve months, send it back and we will fit a new battery at our cost.

Some cosmetic wear is part of buying refurbished, and each listing tells you what grade you are getting. Light scuffs on the frame are not a fault. A dead camera, a failed speaker or a charging port that has stopped working absolutely is, and we will put it right.

Under the Consumer Rights Act 2015, everything we sell has to be of satisfactory quality, match its description and be fit for purpose. If it is not, here is how the remedies work:

A short list, and only because these are cases where a refund is not really possible:

Once the item is back with us and checked over, we refund the price you paid along with the standard outbound delivery charge if you paid one. If you chose an upgraded delivery service, we refund the standard rate rather than the upgrade.

Refunds go to the card or account used for the purchase. Card refunds typically land in three to five working days, though your bank can add a day or two on top of that. If you paid by bank transfer, or in cash at the counter, we will ask which account you want the money sent to.

If the item is faulty, we cover the return postage and send you a prepaid label. If you have simply changed your mind, the return postage is yours. For anything large or heavy it is worth ringing the shop first — bringing it back to Ayr can work out cheaper than a courier.

We do not run a formal exchange service. Buy the replacement whenever suits you and send the original back separately. It is usually much quicker than waiting for one return to process into another, especially over a weekend.

If you are not certain whether something can come back, ring us on 01784 772655 before you post it. We would rather talk it through for two minutes than have you pay for return postage you did not need to spend.

You can write to us at 172 High Street, Ayr, Scotland, KA7 1PZ. Fone Xperts is registered in Scotland under company number SC603228.