14-Day Refund Policy

📋 1. Overview

GetMobileQuote is a free UK phone upgrade comparison service. When you proceed with a deal through us, the handset and contract are fulfilled by the network or retailer you have chosen. Our 14-day refund policy sets out clearly what you are entitled to if you change your mind, receive an incorrect item, or experience a problem with your new device.

This policy applies to all phone upgrade deals facilitated by GetMobileQuote and is designed to meet — and in many cases exceed — your rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

✅ 2. Who Can Claim a Refund

You are eligible to request a refund within 14 days if:

• You are a private consumer (not purchasing in a business capacity with more than 9 employees)
• You entered into the deal through GetMobileQuote
• You are within the 14-day cooling-off period from the date of delivery or collection
• The device is returned in the condition set out in Section 5 of this policy

You do not need to provide a reason to cancel within 14 days. This is your statutory right under the Consumer Contracts Regulations 2013, which covers contracts agreed at a distance (online, by phone or email).

📞 3. How to Request a Refund

Requesting a refund is straightforward. Follow these steps:

⏱️ 4. Refund Timeline

Here is what to expect at each stage once you have initiated a return:

Stage	Expected Timeframe
Return confirmation from us	Within 1 working day of your request
Device transit back to us	Depends on your chosen postal service (typically 1–3 working days)
Device inspection	Within 2 working days of receipt
Refund processed	Within 14 days of us receiving the returned device
Funds in your account	3–5 working days after processing (depends on your bank)

In practice, most refunds are completed well within these timeframes. We will keep you updated by email at each stage of the process.

📱 5. Device Condition Requirements

To qualify for a full refund, the device must be returned in the condition in which it was received. We understand you may have needed to open the box and try the phone — that is completely expected and acceptable.

Acceptable condition

• Original packaging, including all inserts and protective materials
• All accessories included — charger, cable, earphones (if supplied), and documentation
• No physical damage, cracks, scratches or marks beyond normal unboxing
• Device has been factory reset and personal accounts (iCloud, Google) have been signed out
• SIM card removed (if not included with the deal)

Reduced refund or rejection

We reserve the right to make a reasonable deduction from your refund — or to reject the return entirely — if the device shows:

• Physical damage caused after delivery (cracked screen, dents, scratches)
• Liquid damage
• Missing accessories or documentation
• Evidence of tampering or attempted repair
• Signs of use beyond what is needed to assess the product

🛡️ 6. What Is Covered

Scenario	Covered?
Changed your mind within 14 days	✓ Yes
Device arrived damaged or faulty	✓ Yes
Wrong device delivered	✓ Yes
Device does not match the description given	✓ Yes
Device damaged by you after delivery	✗ No
Request made after 14-day window	~ Depends
Missing accessories on return	~ Partial refund
Fault developing after 14 days (within 6 months)	✓ Warranty applies

🚫 7. Exclusions

The following are not covered by our 14-day refund policy:

• Devices returned after the 14-day window without prior notification — late returns are assessed on a case-by-case basis and may not be accepted.
• Accidental or physical damage caused by you after you received the device.
• Devices that have been unlocked, modified or rooted in any way.
• Consumable accessories such as screen protectors or cases that have been opened and used.
• Digital content or app purchases made using the device after delivery.
• Airtime charges — any calls, texts or data used before return cannot be refunded. These are charged by your network.
• SIM-only contracts — where no physical device was supplied, a different cancellation process applies (see Section 9).

🔧 8. Faulty Devices

If your device develops a fault, your rights depend on when the fault occurs:

Fault within 30 days of delivery

Under the Consumer Rights Act 2015, you have the right to a full refund if a fault is confirmed within the first 30 days. Contact us immediately and we will arrange collection and a full refund or replacement — whichever you prefer.

Fault between 30 days and 6 months

If a fault develops between 30 days and 6 months after delivery, it is presumed the fault existed at the time of sale (unless the seller can prove otherwise). You are entitled to a repair or replacement, and if that is not possible or fails, a full or partial refund.

Fault after 6 months

After 6 months, you may still have rights under the device's manufacturer warranty (typically 12–24 months). You would need to demonstrate that the fault existed at the time of purchase. Contact us and we will advise on the best course of action.

📡 9. Network Contracts and Airtime

It is important to understand the distinction between your device return and your network contract:

Returning the device

Returning the handset within 14 days does not automatically cancel your network airtime contract. These are two separate agreements. You must contact your network provider directly to cancel the airtime contract within the cooling-off period.

Cancelling a contract (cooling-off period)

Under the Consumer Contracts Regulations 2013, you have 14 days to cancel a network contract entered into remotely (online, by phone or email) without penalty. Contact your network's cancellations team as soon as possible — we can advise you on how to do this for your specific provider.

Airtime charges during the return period

If you have used the SIM during the 14-day period, you may be charged for that usage by your network even if you subsequently cancel. This is standard across all UK networks and is outside of our control.

⚖️ 10. Your Statutory Legal Rights

This policy does not limit or replace your statutory rights as a UK consumer. The key pieces of legislation that protect you are:

• Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose and as described. You have the right to a repair, replacement or refund if they are not.
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — gives you a 14-day cooling-off period for contracts agreed at a distance, during which you may cancel without giving any reason.
• Consumer Protection from Unfair Trading Regulations 2008 — protects you from misleading or aggressive sales practices.

For independent advice on your consumer rights, you can contact:

• Citizens Advice — citizensadvice.org.uk
• Consumer helpline — 0808 223 1133 (free, Monday to Friday)
• Trading Standards — via your local council

✉️ 11. Contact Us

If you wish to request a refund, have a question about this policy, or need guidance on your rights, our UK-based team is here to help. There is no charge for calling us and no pressure to make any decisions immediately.