How The Big Phone Store Honours Your Consumer Rights
Here at The Big Phone Store, we take your consumer rights seriously. That’s why we’re here to make things as transparent as possible in terms of what you are and are not entitled to. All information presented here can be checked against the information provided by the Citizens’ Advice service, and Which?.
What you’re entitled to
What you’re entitled to under the consumer rights act depends on how long it has been since you took posession of the item you bought. This is measured from the day of purchase if you purchased the item in-store, otherwise it is measured from the day the item was delivered.
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| Time since recieiving the item | What you’re entitled to |
|---|---|
| 0-14 days | The Big Phone Store’s no-quibble money-back guarantee. |
| 14-30 days | You can claim a full refund for goods that are of unsatisfactory quality, unfit for purpose or not as described. |
| 30 days-six months | You must give the retailer one opportunity to repair or replace the item before you can claim a refund. |
| Six months or longer | You must give the retailer one opportunity to repair or replace the item before you can claim a partial refund, and the burden of proof is on you to prove the product is faulty. |
In Detail
0-14 days: The Big Phone Store’s no-quibble money-back guarantee
The Big Phone Store goes above and beyond with our 14-day no-quibble guarantee. Return your purchased item in the same condition that you bought it within 14 days, and we’ll provide a full refund, no questions asked. You must initiate the return process before the end of the 14 day cooling off period. If the item was sold in sealed packaging, it must be returned with the seal unbroken in order to guarantee a full refund – otherwise a small deduction will be made from the refund amount.
14-30 days
We will offer you the option of either repairing your faulty device free of charge, or returning it for a full refund. You have the right to refuse a repair and claim a full refund for goods that are of unsatisfactory quality, unfit for purpose, or not as described. However, if the device shows obvious signs of hardware damage, this could impact your entitlement. If any signs of damage are present when you send your device in for repair, you will be liable for an inspection fee, plus the cost for the device to be returned to you if desired. We will also provide a quote for us to repair the device if you choose.
30 days-six months
If the item you bought develops a fault within this time period, you are entitled to a repair or replacement as covered by our 12-month warranty. You must give us one opportunity to repair the item or replace it with a functioning one before you can claim a refund.
Up to the 6-month mark, the law is on your side when it comes to asking for repair or a replacement: you usually don’t need to prove that the item was already faulty when you first recieved it. However, most common faults that develop in a mobile phone are an obvious sign of damage to the hardware, either from wear and tear or negligent treatment, and as such are not covered by these protections. To read more about common signs of damage from wear and tear, click here. If any signs of damage are present when you send your device in for repair, you will be liable for an inspection fee, plus the cost for the device to be returned to you if desired. We will also provide a quote for us to repair the device if you choose.
Six months or longer
Legally, you must give the retailer one opportunity to repair or replace it before you can claim a partial refund, and the burden is on you to prove that the product was faulty at the time you took ownership of it. At The Big Phone Store, if your device is still under warranty then we will offer a repair or replacement as per the terms of the warranty. This means that the device must show no signs of physical damage or liquid damage, or evicence that a repair attempt has been made by yourself or a third party. For a full list of warranty exclusions, see https://thebigphonestore.co.uk/warranty.
The Big Phone Store’s Warranty Periods
The Big Phone Store offers a comprehensive warranty for a period of either 3 or 12 months on all our refurbished electronic devices. This offers you some additional protections for the duration of the warranty, including a promise that we will attempt to repair the faulty device. To see our full warranty policy, including durations and exclusions, please see our warranty page.
What you’re not entitled to
- Speedy replacement / refund: Whilst you’re entitled to a repair or replacement within a reasonable timescale, this could take several months in practice. It’s not uncommon for a repair process triggered by a manufacturer’s warranty to take up to four months, even for big-name brands. If you’re entitled to a repair under The Big Phone Store’s 12-month warranty, we will aim to make a decision and fully restore your device as soon as possible, however availibility of replacement parts could make this take longer.
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