Refund policy

At Sell Phone Store, we want you to be completely satisfied with your purchase. This policy explains how to return an item, when you are entitled to a refund, and how long refunds take. It sits alongside our Warranty Policy and Shipping Policy, and does not affect your statutory rights under UK consumer law.

Return Windows

Your return window depends on the condition of the item you purchased:

  • Brand New: return within 30 days of receipt.
  • Renewed (refurbished): return within 90 days of receipt.

Condition of Returned Items

So that we can process your return, items must be sent back in the correct condition:

  • Brand New items must be returned in their original condition, with all accessories and packaging included.
  • Renewed items must be returned in the same condition in which they were received, together with their accessories.

Change-of-Mind Returns

If you have simply changed your mind, the following applies:

  • For change-of-mind returns, you are responsible for arranging and paying for return postage, whatever the value of the item.
  • A restocking and handling charge of up to 25% may apply to change-of-mind returns of items that have been unsealed, or where the wrong colour or size was ordered. This charge does not apply to items that are faulty, incorrect or not as described.

Faulty, Incorrect or Not-as-Described Items

If your item is faulty, incorrect or not as described, we will put things right at no cost to you:

  • Sell Phone Store covers the cost of return shipping.
  • You are entitled to a free repair, replacement or full refund.
  • No restocking or handling charge applies to faulty items.

Renewed Guarantee Exclusions

Please note that our renewed guarantee does not cover theft, accidental damage, or software or data loss. For full details of the cover provided, please see our Warranty Policy.

How to Return an Item

To start a return, please follow these steps:

  • Submit a request through our Return an Item portal.
  • Contact our support team so that we can assist you with your return.
  • Send the item to our return address:

Sell Phone Store (AIODistribution Ltd)
Unit 2 Angerstein Business Park
12 Horn Lane
Greenwich
London SE10 0RT
United Kingdom

If you need any help, you can reach us by email at info@sellphonestore.com or by phone on +44 7384 961509.

Refunds

All refunds are issued to your original payment method. The time a refund takes depends on the circumstances:

  • Order cancelled before dispatch: your refund will be processed within 3–5 business days to your original payment method.
  • Returned goods: please allow up to 4 weeks in total from the point you send your item back. This is made up of transit time to us (5–10 business days), inspection and processing once we receive the item (3–5 business days), and your bank's own processing time (5–10 business days).

We begin the refund process for returned goods once we have received and inspected the item.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. Sell Phone Store is a trading name of AIODistribution Ltd, a company registered in England & Wales (Company No. 06173420, VAT GB 919 3241 24).