Refund policy

Refund & Returns Policy

At Sell Phone Store, we want you to shop with confidence.

Sell Phone Store is a trading name of AIODistribution Ltd, a UK registered company.

This policy explains our return and refund process for brand new and refurbished products. Our voluntary return periods are provided in addition to your statutory consumer rights under UK law.

Brand New Products

Return Period

Brand new mobile phones, smartwatches, laptops, routers, accessories and other electronics may be returned within 30 days of delivery.

This 30-day return period does not affect any statutory rights you may have if a product is faulty, damaged, not as described or otherwise does not meet applicable legal requirements.

Return Conditions

For change-of-mind returns, products should be returned:

With all included accessories
With original packaging where reasonably possible
Without accidental damage or unauthorised modification

Customers may inspect products in a reasonable way similar to how they would be able to inspect them in a physical shop.

If a returned product has been handled beyond what is reasonably necessary to inspect it and this causes a reduction in value, we may make a reasonable deduction from the refund to reflect the actual reduction in value.

Faulty, Damaged or Incorrect Products

If your product is faulty, damaged on arrival, incorrect or not as described, please contact us as soon as possible.

Depending on the circumstances and your applicable consumer rights, we may offer:

Repair
Replacement
Full or partial refund

Approved returns for faulty, damaged or incorrect products will not be subject to a restocking fee.

Refurbished Products

Return Period

Refurbished products may be returned within 90 days of delivery under our voluntary returns policy.

This 90-day policy is in addition to your statutory consumer rights.

Product Condition

All refurbished devices are inspected, tested and graded before sale.

For change-of-mind returns, products should be returned:

With the device
With all included accessories
With supplied packaging where reasonably possible
Without additional damage caused after delivery

If a returned product has suffered a reduction in value due to excessive handling, damage, missing accessories or unauthorised modification, we may make a reasonable deduction based on the actual reduction in value.

12-Month Refurbished Device Warranty

Refurbished devices include a 12-month warranty covering eligible hardware faults arising during normal use.

The warranty does not normally cover:

Accidental damage
Liquid damage
Physical damage
Theft or loss
Unauthorised repairs or modifications
Damage caused by misuse
Data loss
Software issues caused by customer modifications

This warranty does not affect your statutory consumer rights.

Change-of-Mind Returns

If you purchase online and change your mind, you may also have statutory cancellation rights under UK consumer law.

Where applicable, customers may notify us of their decision to cancel within 14 days of receiving their order and then return the goods within the applicable legal return period.

For change-of-mind returns, customers are responsible for the direct cost of returning the product unless otherwise agreed by us.

We recommend using a tracked and insured delivery service.

Return Shipping

Change-of-Mind Returns

Customers are normally responsible for return shipping costs.

Faulty, Incorrect or Damaged Products

Where a return is accepted because the product is faulty, incorrect or damaged on arrival, we will arrange or reimburse reasonable return shipping costs where applicable.

Please contact us before returning such an item.

How to Return an Item

To request a return:

Contact our customer support team or submit a return request through our website.
Provide your order details and reason for return.
Pack the product securely with all included accessories.
Send the product to the return address provided below.

Return Address

AIODistribution Ltd
Unit 2 Angerstein Business Park
12 Horn Lane
Charlton
London
SE10 0RT
United Kingdom

Please obtain proof of postage when returning an item.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

For statutory cancellation returns, refunds will be processed within the time required by applicable UK consumer law after we receive the returned goods or satisfactory evidence that they have been returned.

Where applicable, the cost of standard outbound delivery will also be refunded in accordance with UK law.

Your bank or payment provider may require additional time to display the refund in your account.