Returns, Refunds and Cancellations Policy

1. About FoneRevive and who your contract is with

“FoneRevive”, “we”, “us” and “our” mean the FoneRevive company that sold the product or supplied the service shown on your receipt, invoice, order confirmation or repair booking.

For purchases made through www.fonerevive.co.uk the contracting company is:

Legal company name

Fonerevive Limited

Trading name

FoneRevive

Company number

09699535

Registered address

87 High Street, Weston-Super-Mare, England, BS23 1HE

Returns address

87 High Street, Weston-Super-Mare, England, BS23 1HE

Email

sales@fonerevive.co.uk

Telephone

0333 188 0100

Some FoneRevive stores are independently owned and operated franchise businesses. If you buy from, or arrange a repair directly with, a franchise store, your contract is normally with the company operating that store. Its details will appear on your receipt, invoice or booking confirmation.

Unless we tell you otherwise, store purchases and repairs must be returned to or raised with the original store. Online orders must be returned using the online returns process. This does not affect any legal rights you may have regarding the cost or place of returning faulty goods.

2. Quick guide

3. Cancelling an online or telephone order

If you are a consumer who bought at a distance, you will normally have the right to cancel without giving a reason.

For products, the cancellation period ends 14 days after the day on which you, or someone nominated by you other than the carrier, receives the product. For an order delivered in separate parcels, the period normally runs from receipt of the final parcel.

To cancel, you must send us a clear statement before the cancellation period expires. You may contact us by email, through our online returns form or by using the model cancellation form at the end of this policy.

After telling us that you wish to cancel, you must send the product back without undue delay and no later than 14 days after notifying us.

Return condition

You may inspect a product as you reasonably would in a shop. Please return it with all supplied accessories, manuals, promotional items and original packaging where reasonably possible.

You are responsible for handling the product carefully. We may make a lawful deduction from the refund if its value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning. Missing parts, damage, heavy use, altered settings or damaged packaging may affect the product's value, but they do not automatically remove a statutory cancellation right.

Return postage for a change of mind

You are responsible for the direct cost of returning an unwanted product unless we offered free returns, failed to tell you about this cost before purchase, or the product is faulty, damaged, incorrect or misdescribed.

Use a tracked and appropriately insured service. Until the product reaches us, you are responsible for it, except where the law provides otherwise or we arranged collection.

If a product cannot normally be returned by post, the estimated or applicable collection cost will be disclosed before you place the order.

5. In-store change-of-mind purchases

If you buy a product in a physical FoneRevive store and simply change your mind, there is normally no automatic legal right to return it.

The selling store may choose to offer an exchange or credit note for an unused product returned in resaleable condition with proof of purchase within 14 days. Any goodwill offer and its conditions should be shown on the receipt or explained at the time of purchase.

For hygiene-sensitive products, personalised goods, activated digital products, gift cards, mobile top-ups, SIM services or specially ordered products, a change-of-mind exchange may not be available.

These conditions do not apply where you have a legal remedy because a product is faulty, misdescribed or not fit for purpose.

6. Faulty, misdescribed or unfit products

Products must be of satisfactory quality, fit for purpose and as described, taking account of whether they are new, refurbished or pre-owned and any faults or cosmetic condition disclosed before purchase.

If a product does not meet these requirements:

• Within the first 30 days: you may have the short-term right to reject it and receive a refund. You may instead choose a repair or replacement.
• After 30 days: you will normally be entitled to request a repair or replacement first. The chosen remedy must not be impossible or disproportionate compared with the alternative.
• If repair or replacement is impossible, unsuccessful, not completed within a reasonable time or causes significant inconvenience: you may be entitled to a price reduction or the final right to reject the product and receive a refund.

Where a qualifying fault becomes apparent within six months of delivery, it is generally presumed to have been present at delivery unless we can show otherwise or that presumption is inconsistent with the circumstances. After six months, you may be asked to show that the product had an underlying fault when supplied.

These timeframes are not a fixed product lifespan and do not replace your wider statutory rights. Rights and evidence requirements depend on the facts, reasonable product life, price, age, disclosed condition and nature of the fault.

We may inspect and test a returned product to verify the reported issue and identify whether it results from an inherent fault, accidental damage, misuse or another excluded cause. Inspection does not delay or remove a remedy to which you are legally entitled.

8. Refurbished and pre-owned devices

The age, grade, price, disclosed cosmetic condition and previous use of a refurbished or pre-owned device will be taken into account when assessing satisfactory quality. Normal signs of use that match the advertised grade are not faults.

However, refurbished and pre-owned products must still match their description, be fit for any purpose made known to us and meet the quality a reasonable person would expect in the circumstances.

Any FoneRevive commercial warranty is provided in addition to your statutory rights. Its duration must not be used to limit those rights. Please see our separate Device Warranty Policy for any additional coverage, exclusions and claim process.

9. Phones, tablets, computers, smartwatches and consoles: preparing a return

Before returning a device, please:

• back up any information you wish to keep;
• remove SIM cards and memory cards;
• sign out of Apple ID, Google, Samsung, Microsoft and other accounts;
• disable Find My, Activation Lock, screen locks and security features;
• remove the device from any mobile-device-management or finance lock, where applicable;
• perform a factory reset where safe and appropriate; and
• return all accessories and promotional items included in the order.

We are not responsible for personal data left on a returned device except where responsibility cannot legally be excluded. We may be unable to inspect, repair, replace or refund a locked device until the lock is removed and ownership is verified.

10. Damaged, incomplete, incorrect or missing deliveries

Please inspect your delivery promptly. If an item arrives damaged, incomplete, incorrect or appears to have been tampered with, contact us as soon as reasonably possible at sales@fonerevive.co.uk.

Please provide your order number and, where reasonably requested, photographs of the product, packaging, shipping label and damage. Keep all packaging until we confirm whether it is required for a carrier investigation.

Reporting promptly helps us investigate, but failure to contact us within an arbitrary short reporting window does not remove your statutory rights.

Risk remains with us until the goods come into the physical possession of you or a person identified by you, unless you independently instructed a carrier that we did not offer.

11. Repairs and other services

Repair services are governed by the Consumer Rights Act 2015 and must be performed with reasonable care and skill, within a reasonable time where no time was agreed, and for a reasonable charge where no price was agreed.

If you believe a FoneRevive repair has not been carried out with reasonable care and skill, contact the store or service centre shown on your repair receipt. We may need to inspect the device and the repaired area.

Where the service does not conform to the contract, you may be entitled to repeat performance at no extra cost, within a reasonable time and without significant inconvenience. If repeat performance is impossible or is not provided properly, you may be entitled to an appropriate price reduction, which can be up to the full service price.

A repair warranty may offer additional protection but does not replace your statutory rights. Warranty coverage will normally apply only to the part fitted and the work performed, not to:

• a different or unrelated fault;
• accidental, impact, liquid or subsequent physical damage;
• pre-existing damage or faults recorded before repair;
• later interference or repair that caused or contributed to the issue;
• software, data, passwords, account access or network problems not included in the repair; or
• normal wear and tear.

No repair can guarantee that a device will remain water-resistant unless this is expressly confirmed in writing. Customers should back up data before repair wherever possible. Please see our separate Repair Terms and Warranty Policy for full details.

12. Cancelling a repair or service booking

For a service booked online, by telephone or away from our premises, you will normally have 14 days to cancel, subject to legal exceptions.

If you ask us to begin work during the cancellation period and then cancel before the service is completed, you may have to pay a proportionate amount for work properly performed up to cancellation, provided the required request and information were given.

If the service has been fully performed after your express request to begin early and your acknowledgement that the cancellation right would be lost on full performance, you may no longer have the right to cancel simply because you changed your mind.

If parts were specially ordered or personalised, separate cancellation rules may apply. We will not charge a cancellation fee that is unfair or exceeds the loss we are legally entitled to recover.

13. How to make a return or claim

Online orders

• Contact us at sales@fonerevive.co.uk or 0333 188 0100 and provide your order number.
• Tell us whether you are cancelling, reporting a fault or reporting a delivery problem.
• Follow the return instructions and use any return label we provide.
• Package the product securely and obtain proof of posting.

Do not return an online order to a store unless we have confirmed that the store can accept it.

Store purchases and repairs

Contact or visit the original FoneRevive store shown on your receipt. Bring the product or device, proof of purchase and all relevant accessories. If returning to the original store would be unreasonable because the goods are faulty, contact that store before travelling so an appropriate arrangement can be considered.

Proof of purchase

A receipt or order confirmation is the easiest proof of purchase, but we may accept other reasonable evidence, such as a bank statement or transaction record. A manufacturer serial number alone may not prove which legal business sold the item or when it was purchased.

14. Refunds

Approved refunds will normally be made to the original payment method. If that is not possible, we will agree a lawful alternative and may ask for identification to prevent fraud.

For a valid online change-of-mind cancellation, we will refund the price paid and the standard outbound delivery charge. We do not have to refund the extra cost of an enhanced delivery option chosen above our least expensive standard service.

We will make the refund without undue delay and normally no later than 14 days after we receive the returned goods or receive evidence that you sent them back, whichever is earlier. We may withhold the refund until one of those events occurs.

For a valid statutory rejection of faulty goods, refunds will be provided without undue delay and no later than 14 days after we agree that you are entitled to one. We will not charge a refund administration fee where you are exercising a legal right.

Cash purchases will normally be refunded in cash where reasonably possible. Card and finance purchases are normally refunded through the original provider. Timing after we issue a refund may depend on your bank, card issuer or finance provider.

Any free gift or promotional item supplied as part of a cancelled or refunded order must also be returned. If you keep it, we may deduct its disclosed value where legally permitted.

15. Purchases made using Klarna or another finance provider

Please contact us before stopping or reversing payments. We will notify the finance provider when a cancellation, return or price adjustment is approved, but the provider controls the update to your finance account and payment schedule.

You must continue to meet your payment obligations unless the provider confirms otherwise. Nothing in this section limits any rights you have against us or the finance provider.

16. Bundles, promotional offers and part-exchange

If you return only part of a bundle or promotional offer, any refund may be recalculated to reflect the price that would have applied to the products you keep, where this was made clear and is legally permitted.

Where a purchase included a trade-in or part-exchange, we will aim to return the traded device if a qualifying cancellation or rejection occurs and it has not already been processed or resold. If return is not possible, your entitlement will be handled in accordance with the applicable contract and consumer law. Full details should also appear in our Sell Your Device Terms and Conditions.

17. Gift cards, top-ups and network services

Gift cards, airtime, mobile top-ups, activated SIM services, network contracts and similar products may have separate terms. Once activated or redeemed, they may not be cancellable for a change of mind, subject to your legal rights and the rules of the relevant provider.

A faulty physical gift card or a service that has not been supplied as agreed will still be handled in accordance with applicable law.

18. Business customers

This consumer policy applies to individuals acting wholly or mainly outside their trade, business, craft or profession.

Purchases made wholly or mainly for business purposes may be governed by separate business terms and do not necessarily receive consumer cancellation rights. Any rights that cannot legally be excluded remain unaffected.

19. Complaints and unresolved disputes

If you are unhappy with how a return, refund or repair claim has been handled, contact:

Customer Care

sales@fonerevive.co.uk

Telephone

0333 188 0100

Postal address

87 High Street, Weston-Super-Mare, England, BS23 1HE

Include your order or repair number, the selling store, relevant dates and the outcome you are seeking. We will investigate and provide a response as soon as reasonably possible.

If your contract is with a franchise store, that store's operating company is responsible for resolving the claim. FoneRevive Head Office may assist with communication or brand-standard review but does not become the seller unless it was a party to the contract.

Details of any applicable alternative dispute resolution provider and whether the relevant FoneRevive company agrees or is required to use that provider will be supplied where legally required. This does not affect your right to seek independent advice or use the courts.

20. Changes to this policy

We may update this policy from time to time. The version applying to your order will normally be the version published when your contract was made, unless a change is required by law or is more favourable to you.