Delivery / Returns / Refunds / Warranty – GRADE MOBILE®
Delivery / Returns / Refunds / Warranty
How long does delivery take?
We offer next day delivery with every one of our orders!
As long as you place your order before 15:00 Monday to Friday, the order will be shipped out on the same day with Royal Mail TRACKED 24-hour delivery. Orders placed after 15:00 will be shipped on the following working day.
Please note that if you order on a weekend or bank holiday, your item will be processed the next working day.
Can I track my order?
Yes, you can track your order by clicking HERE
All you need to do is enter the tracking number provided on your order confirmation email. All our shipments are fully tracked.
Changed your mind?
Buying a phone or tablet shouldn't be complicated or stressful in any way, shape or form. That's why we have taken all of the worries out of the process.
Your order will come with a minimum 12-month warranty which includes a 30-Day Money-Back Guarantee. This means that if you don't like the size of your device, want a different colour or simply would prefer a different product then we have you covered. You can return your device for a full refund or a replacement within the first 30 days starting from the day of delivery.
How do I return my item?
Simply contact us by email or phone, our customer support team will email you with our return instructions including a prepaid return label with Royal Mail. You can then drop your item off at a local Post Office at no cost to you.
What is the return process?
Please make sure your passcode, Face ID and iCloud account have been removed otherwise we will not be able to process your return. Here's help on how to remove your iCloud details https://sell.grademobile.co.uk/pages/remove-icloud
Please securely package your return with your original order invoice so we can assign your return once received to you.
All you need to do is follow the link below which will redirect you to our Royal Mail page where you can generate a free return label.
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There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition
- The order is damaged or missing parts for reasons not due to our error
We can not refund a cancellation for any item that is requested after 30-days from the delivery date.
If you contact us after 30-days of receiving a faulty device, we will not be able to offer a refund, but will still provide a repair or a replacement.
If you wish to cancel your order within 30-days of receiving your product, we will be able to refund your purchase, however, a restocking charge may apply.
If you have received a damaged item from us, such as cracked, bent or overall damaged, you must contact us within 24 hours so that we can raise an investigation with the delivery courier.
We will then schedule a replacement to be sent and your original item to be returned. We may need you to provide a sworn statement to help us in the claim against the delivery courier.
Can you replace my device if a fault developed?
As long as your item is still within the warranty, we will always be happy to repair or replace an item. We do request that your passcode and iCloud account are removed before you return the device to us. If you are not able to remove them, don't worry as we can repair the device and send it back to you free of charge. For security purposes, we can only send your replacement device to the original address entered on your order.
Can I cancel my order?
We understand that sometimes customers change their mind. That's why we have made returns even easier than before.
To be eligible for a cancelation your item must be unused and received back to us in the same condition as when it was dispatched to you. The return must include any accessories or extras that were provided or purchased as an extra with the order.
To complete your return, we require a receipt or proof of purchase. You must notify us within 30 days of receiving your order to be able to cancel your purchase for a refund. If you're outside of the 30 day window then only a replacement or repair will be available. Simply contact us by email or phone, our customer support team will email you with our return instructions including a prepaid return label with Royal Mail.
How long does the return process take?
Shipping your item back to us using our prepaid shipping label takes a maximum of 2 working days. Once your return is received and inspected by our team, we will send you an email to notify you that we have received your returned item. This email will include approval or rejection of your refund, with reason.
If you are approved, then your refund will be sent to your method of payment, this process usually takes 1-3 working days depending on your payment method. PayPal refunds are instant. All refunds can only be sent to your original payment method for security purposes.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check the date of our confirmation email and allow at least 5 working days to clear.
If you still don't see your refund please reply to our refund confirmation email for a double-confirmation in case of a system error.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Sales@GradeMobile.co.uk
How long will it take to receive my refund?
Once your return is received and inspected by our team, we will send you an email to notify you that we have received your returned item. This email will include approval or rejection of your refund, with reason.
If you are approved, then your refund will be sent to your method of payment and is estimated to be with you in 3-5 working days. All refunds can only be sent to your original payment method for security purposes.
Returns after 30 days
In the event that you wish to return your device after 30 days of receipt, only a repair or a replacement will be available. Unfortunately, refunds are only available within the first 30 days due to the depreciation on mobile phones and technology. However, we can buyback your device, however, this will need to be booked on our Trade-In site sell.grademobile.co.uk
Warranty On Your Device
All of our items come with a complimentary 12-month warranty as standard with any purchase. We will repair or replace your device if a fault develops within this timeframe. However, we do not cover faults under any circumstance caused by accident, neglect, misuse, normal wear & tear, or any alteration or repair carried out without our prior written approval, including FACE ID and Touch ID faults. If any repair or alteration is made to your device without our prior approval, your warranty will automatically become void including any additional extensions that you have purchased. If your warranty is void, you will not be entitled to a refund for any extensions or upgrades that were paid for. The battery for any device will only be covered by a 90-day warranty as this is a consumable component. If the battery is found to be the cause of a fault such as your device does not turn on, we will replace your battery. All of our devices will have at least 80% of the manufacturer's battery capacity when sold. An iPhone battery should last 3 years with average use.
Water damage in any form will not be covered on any device. Your warranty does not cover any changes in Apple policy that may affect the performance or functionality of your device. This includes, but is not limited to, policy or software updates. Please contact our customer service team if you have any questions.
Warranty Extensions are subject to the Warranty Terms mentioned above. The Warranty Extension only offers an increased length of your cover. Warranty Extensions cannot be purchased after you have purchased a device, Warranty Extension can only be purchased with a device at checkout. Your Warranty Extension cannot be transferred to a different device.
If you claim on your warranty, the replacement device or repair will hold the residual warranty you have left on your account, if you have greater than 6 months. If not, a minimum 6 months warranty will be provided on your repaired or replaced device as your residual warranty period is less than 6 months.
How to claim on my warranty?
If you would like to claim your warranty please email firstname.lastname@example.org with a copy of your order confirmation email and a description of the fault and reason for the claim. We aim to respond to all messages within 24-hours excluding Weekends and Bank Holidays. We do not cover business interruption also known as time loss, consequential loss and loss of profits due to a device fault or a claim on your warranty.