Returns at The Big Phone Store — quick, friendly, hassle-free
Need to send a phone back? No stress. Follow our simple steps and we’ll get your refund, repair, or replacement sorted quickly and fairly.
Your return window
Notify us within 30 days of purchase, then send it back within 15 days of approval — that’s up to 45 days to complete your return.
If it arrives after 45 days, we can’t refund, but we may repair or replace.
Review the Very Important Information before posting to avoid delays or fees.
Refund conditions
- Notified in 30 days
- Returned within the next 15 days
- Same condition as received
- Steps below followed
Items in a lesser condition may receive a partial refund. Special-order accessories aren’t refundable.
Return steps
Step 1 — Prepare your item
- Back up data and remove SIM/SD cards
- Remove iCloud / Find My iPhone or Google / Samsung account locks
- Include your charger and cable for testing
- Add your order number or invoice inside the box
- Use secure packaging and remove old labels
Step 2 — Submit your return
Complete the Returns Form accurately, including your tracking number. Your submission goes straight to our returns team (no auto-reply).
Step 3 — Send your item
Use an insured, trackable service (e.g., Royal Mail Special Delivery). Postage is your responsibility unless a warranty fault is confirmed. Keep proof of posting.
Step 4 — Processing & updates
Please allow up to 14 working days from receipt to complete your refund, repair, or replacement (most complete within 3–7 working days).
For updates after 14 working days: rma@thebigphonestore.co.uk. If unresolved, escalate with full details to md@thebigphonestore.co.uk.
Contacting us before 14 working days can slow processing because the team must pause to investigate.
Refunds, repairs & replacements
Refunds: Eligible when notified within 30 days and returned within 15 days in original condition. Refunds appear within 14 days after inspection.
Repairs/Replacements: If outside 45 days or when appropriate under warranty.
If no fault is found or it’s not covered, an assessment/admin fee and return postage may apply.
Postage reimbursement: Only if a fault is confirmed. Email receipt + bank details (name, sort code, account number) to info@thebigphonestore.co.uk.
What the warranty covers
- Internal faults during the warranty period
- Not covered: liquid/impact damage, third-party repairs, jailbreaking/rooting, normal wear (scuffs, battery ageing), screen burn, misuse
- Power issues? Include your charger/cable or email clear photos
Warranty returns must follow this process. Devices with excluded issues void the warranty; we may offer a paid repair and standard return shipping.
Quick checklist
- Notified within 30 days
- Returned within 15 days of approval
- iCloud/Google/Samsung accounts removed
- Charger and cable included
- Order number inside the box
- Tracked, insured postage used
