Terms & Returns

Phone Haven sells new and certified refurbished mobile phones to consumers in the United Kingdom and Ireland. All prices are shown in GBP and include VAT where applicable.

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

As a goodwill extension, Phone Haven offers a 30-day return window from the day your order is delivered. During this period you can return any phone for a full refund of the item price, provided the conditions below are met.

• The phone must be in the same condition you received it, including the box, cable and documentation.
• The device must be fully reset and signed out of iCloud, Google, Samsung and any Find My services.
• Any SIM card, memory card or personal accessory you added must be removed before returning.
• We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the phone, as permitted by regulation 34 of the 2013 Regulations.

1. Email returns@phonehaven.app from the address used at checkout, quoting your order number.
2. We will reply within 1 business day with a prepaid returns label and instructions.
3. Send 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.

Refunds are made to the original payment method used at checkout. Standard delivery costs are refunded in full where the whole order is returned. If you chose an upgraded delivery service, we refund the equivalent of our lowest-cost standard option.

Under the Consumer Rights Act 2015, phones must be of satisfactory quality, fit for purpose and as described. If a phone develops a fault:

• Within 30 days of delivery: you have the right to reject it and receive a full refund.
• Between 30 days and 6 months: you are entitled to a repair or replacement; 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 free of charge where the fault is not caused by accidental damage, liquid damage or misuse.

Every phone we sell includes a 12-month warranty. Refurbished phones ship with a new battery rated to at least 90% of original capacity. The warranty is in addition to your rights under the Consumer Rights Act 2015 and does not replace them.

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

• Signs of accidental damage, cracked glass or bent frame.
• Evidence of liquid damage or a triggered liquid contact indicator.
• Unauthorised repairs, modifications or jailbreaking.
• Missing, altered or removed IMEI number.

Orders ship within 24 hours of payment and arrive in 5–7 business days across the United Kingdom and Ireland. Risk in the phone passes to you when it is delivered to the address you provided at checkout.

Payments are processed securely by Stripe. Phone Haven does not see or store your full card details. Prices are correct at the time of purchase; typographical errors are not binding on either party.

Questions about these terms or a specific order? Email support@phonehaven.app.