Complaints

Complaints

Consumer Rights in the UK & EU: 14-Day Return Policy, Free Return Label (up to €100 coverage), Response within 24 hours

We’re committed to providing excellent products and service. If something isn’t right, let us know and we’ll resolve it quickly for you. Our customer service team strives to acknowledge and respond to all complaints within 24 hours (Mon–Fri).

Need immediate help? Call +351 (0) 920070728 (Mon–Fri, 10:00 a.m.–6:00 p.m.) or email sales@refurbphone.eu.

How to File a Complaint

  1. Contact Us: Send an email to sales@refurbphone.eu with your order number and a brief description of the problem. You can also call us at +351 (0) 920070728 (Mon–Fri, 10:00 a.m.–6:00 p.m.).
  2. Evidence (optional): Include photos or videos if helpful (e.g., packaging, issue with the device, serial number/IMEI).
  3. Our response: We’ll confirm receipt within 24 hours (Mon–Fri) and guide you through the next steps.

What Happens Next

  • We’ll review your complaint and propose a solution (e.g., troubleshooting, replacement, or refund in accordance with our policy).
  • If a return is necessary, we’ll provide a free return label that’s typically insured for up to €100 against loss during shipping.
  • As soon as we receive your device, we’ll assess it promptly and notify you of the outcome.

Your Consumer Rights

For online purchases, you have the right to cancel within 14 calendar days from the day you receive your order. If you receive multiple items on different days, the 14-day period begins on the day each item is delivered separately.

Return Tip: Use our free return label so the package is insured (usually up to €100). If you choose your own shipping carrier, you are responsible for any loss or damage during shipping, which may affect your refund.

Order Tracking

Once your order has been shipped, you’ll receive a confirmation email with a tracking number. Please note that it may take a few hours for tracking to become active after shipment.

Escalation & External Advice

Are you dissatisfied with how we handled your complaint? If so, you can seek free and independent advice from organizations such as your local Consumer Affairs Office.

Contact Information

Quick FAQs

How quickly will you respond to my complaint?

We aim to acknowledge and respond to complaints within 24 hours, Monday through Friday.

Do you offer a free return label?

Yes. We provide a free return label that typically covers up to €100 in the event of loss during shipping.

What are my cancellation rights?

You can cancel your order within 14 calendar days from the day you receive it. For partial deliveries, the period begins on the day each item is delivered separately.

Where can I get independent advice?

You can contact your local Consumer Affairs Office for independent advice.