Return Policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your online order within 14 days of receiving your phone.

As a goodwill extension, Phone Haven gives you 30 days from the date of delivery to return any phone for a full refund, even if you simply change your mind.

1. Email returns@phonehaven.app from the email address used at checkout, quoting your order number.
2. We will reply within 1 business day with a prepaid Royal Mail returns label and packaging instructions.
3. Post the phone back within 14 days of telling us you want to return it.
4. We will inspect the phone and issue your refund within 14 days of receiving it.

To receive a full refund, the phone must be returned in the same condition you received it. Please:

• Return the original box, charging cable, SIM tray tool, and any documentation.
• Fully reset the device and sign out of iCloud, Google, Samsung, and any Find My or activation-lock services.
• Remove any SIM card, memory card, or personal accessory you added.
• Do not damage, engrave, or modify the phone.

If the phone is returned with damage or missing items, we may deduct a reasonable amount from your refund to reflect the loss in value, as allowed by regulation 34 of the 2013 Regulations.

Under the Consumer Rights Act 2015, any phone you buy from us must be:

• Of satisfactory quality
• Fit for purpose
• As described on the product page

If a phone develops a fault:

• Within 30 days of delivery: you can reject the phone and receive a full refund.
• Between 30 days and 6 months: we will repair or replace it. If that is not possible, we will refund you.
• After 6 months and up to the end of your 12-month warranty: we will repair or replace the phone where the fault is not caused by accidental damage, liquid damage, or misuse.

Refunds are returned to the original payment method used at checkout. Standard UK delivery charges are refunded in full when the whole order is returned. If you chose an upgraded delivery option, we will refund the standard delivery amount.

We aim to process refunds within 14 days of receiving the returned phone. Depending on your bank or card provider, it may take a few extra days for the money to appear in your account.

Returns and warranty claims will not be accepted where the phone shows:

• Accidental damage, cracked glass, or a bent frame.
• Liquid damage or a triggered liquid contact indicator.
• Unauthorised repairs, modifications, jailbreaking, or rooting.
• Missing, altered, or removed IMEI number.
• Normal wear and tear after extended use.

Questions about a return? Email returns@phonehaven.app or support@phonehaven.app with your order number.