Returns & Refunds Policy – PhoneZoneRayleigh.co.uk

At Phone Zone, we want you to be completely satisfied with your purchase of mobile phones, tablets, and accessories. This page explains your rights and our procedures for returns, refunds, and exchanges.

1. Inspecting Your Goods

• Please inspect all items immediately upon delivery or collection from our shop.

• If you notice any fault, damage, or missing items, please contact us as soon as possible.

2. Reporting Faulty or Damaged Items

• If an item is faulty, damaged, or not as described, notify us as soon as possible and no later than 30 days from delivery or collection to be eligible for a full refund.

• After 30 days, you may still be entitled to a repair or replacement under your statutory rights.

• To report a fault, email us at 2aphonezone@gmail.com with:

  • Your order number

  • A description of the fault or damage

  • Photographs if possible

3. Returns & Collection of Goods

Delivery Orders:

• Faulty or damaged items should be returned in their original packaging, including all accessories and documentation.

• Return shipping may be covered by us if the item is confirmed faulty or damaged.

• For change-of-mind returns, customers are responsible for return shipping costs.

In-Store Collection:

• If you collected your order from our shop, you may return items in person for a refund, exchange, or repair, depending on the circumstances.

• Returns must be made within the relevant timeframe:

  • Faulty or damaged items: within 30 days of collection for a full refund

  • Change-of-mind returns: within 14 days of collection

• Items must be returned in their original packaging, complete with all accessories and documentation.

• You may be required to provide your order reference and valid ID when returning items.

• Refunds for in-store returns will generally be processed within 14 days of the item being returned.

4. Refunds

• Refunds will be issued using the original payment method where possible.

• Refunds for valid claims within 30 days are generally processed within 14 days of receiving the returned item.

• Refunds for change-of-mind returns will also be processed within 14 days of receiving the returned item.

• Refunds do not affect your statutory rights under the Consumer Rights Act 2015.

5. Change of Mind / Non-Faulty Returns

• You may return items within 14 days of delivery or collection if you change your mind.

• Items must be:

  • Unused

  • In their original, sealed packaging

  • Complete with all accessories and documentation

• Items that have been opened or used may not be eligible for change-of-mind returns.

• Return shipping costs for change-of-mind returns are the customer’s responsibility.

6. Repairs and Replacements

• If a product is faulty or damaged at the time of delivery, we will provide a repair or replacement in line with your statutory rights.

• Damage caused by misuse, accidents, or normal wear and tear is not covered.

• Repairs or replacements will be carried out as quickly as reasonably possible.

• Please contact us at 2aphonezone@gmail.com with your order details and a description of the fault to arrange a repair or replacement.

7. Exceptions & Limitations

• Your statutory rights are not affected by this policy.

• We are not responsible for indirect losses, such as lost data or lost profits, even if a product is faulty.

• Risk passes to the customer once the goods are delivered or collected from the shop.

8. How to Contact Us

If you have any questions about returns, refunds, or exchanges, contact us at:

Email: 2aphonezone@gmail.com
Address: Phone Zone, 2a Eastwood Road, Rayleigh, Essex SS6 7JD