Returns and Refunds Policy
At PhoneSwap Store, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures in line with UK and EU consumer law.
1. Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.
- The 14-day period starts from the day you receive the item.
- You must notify us of your intention to return the item within this period.
- Once notified, you then have a further 14 days to return the item to us.
2. Condition of Returned Items
To be eligible for a return, items must be returned in the same condition in which they were received.
- The device must not show signs of misuse, damage, or excessive wear.
- All original accessories, cables, manuals, and packaging must be included.
- Devices must not be locked with passwords, iCloud accounts, Google accounts, or security locks.
- SIM cards and personal data must be removed before return.
We reserve the right to refuse a refund or apply a partial refund if the returned item shows signs of use beyond what is necessary to inspect the product.
3. Non-Returnable Items
The following items cannot be returned unless faulty:
- Items damaged due to misuse, neglect, or accidental damage
- Items returned incomplete or missing original accessories
- Devices that have been tampered with or repaired by a third party
4. Faulty or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible. This does not affect your statutory rights.
- We may request photos or additional information to assess the issue.
- Once confirmed, we will arrange a repair, replacement, or refund as appropriate.
- Return postage costs may be covered where the item is confirmed faulty.
5. How to Return an Item
To initiate a return, please contact us first using the details below. Do not send items back without contacting us.
- Email: sales@phoneswapstore.com
- Please include your order number and reason for return.
6. Return Address
All approved returns must be sent to the following address:
PhoneSwap Store
138 High Street
Walthamstow
London
E17 7JS
United Kingdom
We strongly recommend using a tracked and insured delivery service when returning items. We cannot be responsible for items lost or damaged in transit.
7. Refunds
Once your return has been received and inspected, we will notify you of the outcome.
- Approved refunds will be processed within 14 days of receiving the returned item.
- Refunds will be issued to the original payment method used at checkout.
- Original shipping costs are non-refundable unless the item is faulty or incorrect.
8. Partial Refunds
In some cases, only a partial refund may be granted, including but not limited to:
- Items returned with missing accessories or packaging
- Items showing signs of use or damage
- Devices returned locked or with accounts still active
9. Klarna Orders
If your order was placed using Klarna, refunds will be processed in accordance with Klarna’s payment terms. Once we process the refund, Klarna will update your payment schedule accordingly.
10. Need Help?
If you have any questions about returns or refunds, please contact us:
- Email: sales@phoneswapstore.com
- Phone: 0208 520 4965
- Store Address: 138 High Street, Walthamstow, London, E17 7JS
This Returns & Refunds Policy is designed to be transparent, fair, and compliant with UK and EU consumer protection laws.
