Refund policy

Last updated: March 9, 2026

At MobileCentral.co.uk, customer satisfaction is important to us. This Returns & Refund Policy explains how returns, refunds, and cancellation rights apply to orders placed on our website.

This policy is provided in addition to your statutory rights under UK consumer law.

1. Return Conditions

To be eligible for a return, the item must:

  • be unused;
  • be uninstalled;
  • be in its original condition;
  • be returned in its original packaging; and
  • show no signs of physical damage, misuse, tampering, or wear beyond normal inspection.

All returned items are subject to inspection before any refund, replacement, or other resolution is approved.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items are not eligible for return unless they are faulty and the fault is reported in accordance with this policy:

  • installed electronic parts;
  • screens or components with removed protective films or seals;
  • items showing signs of installation, adhesive use, bending, or tampering;
  • used tools;
  • software-activated or account-linked devices;
  • items damaged due to improper installation or handling; and
  • products returned in altered, incomplete, or damaged condition.

Electronic repair components are highly sensitive and, in many cases, cannot be safely resold once installed or handled beyond reasonable inspection.

3. Refurbished Devices

Refurbished smartphones and devices may be returned only if they are returned in the same condition as received.

To be eligible for return, a refurbished device must:

  • not be iCloud-locked, Google-locked, or otherwise account-locked;
  • have no personal accounts linked to it;
  • have no active passcodes, PINs, or security locks;
  • show no new physical or liquid damage; and
  • be returned with any accessories originally included, where applicable.

Devices returned with active accounts, locks, missing parts, or new damage may be refused or may be subject to a deduction reflecting any loss in value where permitted by law.

Unless expressly stated on the product page, refurbished devices are not guaranteed to maintain original manufacturer water resistance.

4. Compatibility and Product Selection

Customers are responsible for verifying compatibility before placing an order.

Returns or refunds may be refused for issues arising from:

  • incorrect model selection;
  • carrier incompatibility;
  • network band incompatibility;
  • regional version differences;
  • software or firmware restrictions; or
  • device-specific update or configuration issues.

If you are unsure about compatibility, please contact us before purchasing.

5. Damaged or Defective Items

If your item arrives damaged, incorrect, or defective, you must contact us within 48 hours of delivery confirmation.

To help us assess the issue, you may be asked to provide:

  • your order number;
  • a clear description of the issue; and
  • clear photos or video evidence, including packaging where relevant.

Failure to report the issue within 48 hours may result in the claim being denied, except where your statutory rights provide otherwise.

If your claim is approved, we may offer one of the following remedies, depending on the circumstances:

  • replacement;
  • repair, where applicable;
  • store credit; or
  • refund.

6. Return Shipping

Customers are responsible for return shipping costs unless:

  • the item was confirmed to be defective;
  • the wrong item was shipped; or
  • we are otherwise required to cover return costs under applicable law.

We recommend using a tracked shipping service. We are not responsible for return shipments lost or damaged in transit.

7. Refund Processing

Once the returned item is received and inspected, any approved refund will be issued to the original payment method unless otherwise agreed.

Refund processing typically takes up to 5 business days after inspection, although your payment provider may take additional time to post the refund.

Where a return is due to our error or because the item is faulty, any refund due will include the appropriate original delivery charge in accordance with UK law.

8. Refused Deliveries and Undeliverable Returns

If a shipment is refused, unclaimed, or returned due to an incorrect or incomplete address provided by the customer, we may deduct from any refund:

  • return shipping costs;
  • carrier handling charges; and
  • customs-related charges, where applicable.

9. Chargebacks and Payment Disputes

If you experience any issue with your order, we ask that you contact us before initiating a chargeback or payment dispute.

Initiating a chargeback without first contacting us may delay resolution and may require additional verification. We reserve the right to provide relevant order, tracking, communication, and return evidence to the payment provider in response to any dispute.

Please contact us at:

support@mobilecentral.co.uk

10. Statutory Cancellation Rights for UK Consumers

If you are purchasing as a consumer in the UK, you generally have the right to cancel your order within 14 days of receiving the goods, even if they are not faulty.

To exercise this right, you must notify us within that 14-day period by emailing support@mobilecentral.co.uk.

Once you have notified us of cancellation, you must send the goods back within 14 days.

We may reduce the refund if the value of the goods has been diminished by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We will issue any refund due within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned, whichever is earlier.

Unless the return is due to our error, a faulty item, or another legal obligation on our part, you are responsible for the cost of returning goods under your cancellation rights.