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Terms & Conditions
Terms & Conditions of business
As with any contract, purchase or other business transaction, all parties should ensure that they have viewed and understood the full terms and conditions of the transaction. Please contact us before placing your order if you need assistance finding this information.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998.
All orders placed online will be treated as an offer to purchase goods from us. Any automated reply that you receive from our online ordering script shall not be deemed as our acceptance of your offer to purchase goods. We will only accept your offer and, therefore, a contract, including agreement to these terms and conditions, shall only be made once we despatch the goods to you and confirm this by e-mail. Acceptance will be deemed complete once we have sent a confirmation of despatch e-mail to the e-mail address you provided (whether or not you receive that e-mail.) We reserve the right to refuse or reject any offer to purchase at any time. All prices and offers are valid only for the month in which they are published.
All handsets are Unlocked/SimFree/Offline and are WITHOUT contract, they are typically £200 more expensive than "connected" phones. All of the handsets sold are open to be used on ANY worldwide network (providing Band Compatibility). All product pricing includes V.A.T, a V.A.T invoice will be included in your order confirmation.
Money Back Guarantee:
Subject to goods and all packaging being returned in "as new" and unopened condition and complete with all packaging and any accessories originally supplied, we offer a no quibble 7 day money back guarantee on most products. Customers must also contact Unlocked-Mobiles.com prior to returning any items, to obtain a return reference number.
An insured, tracked delivery method (e.g. Royal Mail Special Delivery) must be used to return goods. Please be aware that Royal Mail Recorded Delivery will only offer compensation up to £27 should a package not be delivered and therefore is not recommended for returning handsets. At our discretion, we may deduct our delivery costs from any refund. This does not affect your statutory rights.
Upon notification of a return, unlocked-mobiles.com must receive the goods within a further 7 days, as of the day of notification.This does not affect your statutory rights. Please note: defective items must be notified within 48hrs of signed receipt.
Please note that all returned goods are subject to a 15% restocking fee. Any refund will be reduced by 15 % of the total cost (not including postage costs) to cover our general warehouse restocking fees.
All handsets are covered by a manufacturer warranty. Should your product be rendered faulty through manufacturer defect and within the valid timeframe, then you need to contact the manufacturer with a copy of your proof of purchase. The warranty period is stated at the bottom of all handset listings and it is the manufacturer who is responsible for any repair or replacement. (Please note: this is not applicable for Blackberry handsets, Blackberry handsets are to be returned to Unlocked Mobiles for warranty investigation and resolve).
Customers can cancel their orders for most items within 7 days of receipt of goods. Goods must be unopened and customers must take reasonable care of the goods while in their possession and both goods and packaging must be returned in resaleable condition. Carriage costs are the responsibility of the customer. Refunds will be processed within 7 days of receipt of returned goods. Please be aware of the special returns procedures you must follow to return a handset on a pay-monthly contract. Please note that orders will only be considered cancelled once you have received confirmation from us, by email, that this has been done.
The LavNav once the packaging seal is broken (for hygiene reasons) and goods including software are specifically excluded from your cancellation rights under the Distance Selling Regulations. This does not affect your statutory rights.
A restocking fee of £22 will be deducted from any refund for returned clearance items where the goods on testing are found not to be faulty, to cover our carriage and refurbishment costs.
Returns: In the unlikely event that goods need to be returned to us, it is imperative that a Returns Number is obtained first to enable us to process your return as quickly and efficiently as possible. Returns received without the correct details will unfortunately be subject to delays. We strongly advise that an insured, tracked delivery method (e.g. Royal Mail Special Delivery but not Recorded Delivery) is used to return goods. Providing goods are genuinely faulty, we will reimburse your postage costs, up to a maximum of £6.15 as per our Returns Policy.
Please be aware that Royal Mail Recorded Delivery will only offer compensation up to £27 should a package not be delivered and therefore is not recommended for returning handsets. Royal Mail Special Delivery or another suitable carrier must be used to return handsets or other goods over £40.00.
In the event that goods returned are deemed not to be eligible for a free repair (e.g. liquid or customer damage), and the repair estimate is refused, then a charge of £25 will be payable before such goods can be returned. This covers the repairer's fees levied in diagnosing the cause of any faults.
We will endeavour to process all authorised refunds within 7 working days. In the interests of helping the environment, efficiency and good business practice, we reserve the right to operate a paperless refund facility for amounts less than £10. I.e. we will credit your card/account electronically within 5 working days.
Mobile Phones and other high value items are generally despatched using Royal Mail Special Delivery which guarantees next working day delivery before 1pm. Smaller and/or lower value items may be despatched using Recorded Delivery or Proof of Posting at our discretion. Please note that, as with any mail order company, delivery is out of our hands once Royal Mail has collected from our offices.
Guaranteed next-day delivery is only once certain criteria have been met and is subject to stock availability and payment clearance. All credit card details are checked against the address details supplied: Switch and American Express cards can be authorised immediately whereas Visa and Mastercard can now take up to 24 hours which may delay delivery. We apologise for any inconvenience caused but these procedures are in place to protect genuine card holders.
In the event that Royal Mail or our couriers return goods to us as undeliverable for any reason, additional delivery charges may apply to cover the cost of re-delivery. If orders are subsequently cancelled, any refund will have all delivery charges deducted from any refund amount given. In the case of free contract phones, contract cancellation will not be actioned until we have been reimbursed for any delivery costs incurred.
Compensation against consequential loss is available on receipt of a further fee - this cover will only be available once agreed in writing by our Head Office before despatch of any goods.
The maximum compensation payable in the event of non-delivery of goods through no fault of the customer is £6.15 except when due to Acts of God or Industrial Action as highlighted below in which case no compensation will be payable.
Faulty handsets - In the event you are without a handset for over 28 consecutive days, due to our inability to repair or replace within that time, we will compensate you the value of one month's line rental based on the tariff you were on at the beginning of the 28 day period. No compensation will be paid for periods less than 28 days.
Acts of God:
There are certain events which may cause delays, losses and problems that are out of our control and for which we cannot accept any liability and will not pay any compensation. These events include but are not restricted to fire, flooding, snow and other severe weather conditions.
Industrial Action: Although very rare these days, there are times when we are affected by either local or national strikes. As these events are outside of our control, we cannot accept any liability for any delays, losses or problems caused by Industrial Action.
We are a UK company supplying UK customers. With the exception of certain accessories, the vast majority of products we sell are only available for delivery to the UK mainland and Ireland. See below for SIM free sales.
We are now able to supply our SIM free stock overseas but, to protect genuine card holders, we will not accept card payments or COD for overseas orders under any circumstances. The only payment option for genuine overseas customers wishing to order SIM free goods is by depositing cleared funds directly into our bank account. Please contact the Solihull office for our bank details.