Buying a refurbished phone online gives you the same legal protection as buying anything else online in the UK, plus whatever the seller adds on top. Knowing your rights helps you spot a good seller and tells you what to do if something goes wrong.
This is a plain-English summary of the main rules. It is general information, not legal advice. Citizens Advice has more detail.
1. You can change your mind for 14 days
Under the Consumer Contracts Regulations, most things you buy online come with a 14-day cancellation period. It starts the day after you receive the item, and you do not need a reason. Once you tell the seller you are cancelling, you then have 14 days to send it back, and the seller must refund you within 14 days of getting it back (or of you showing proof you have sent it).
The seller can take money off the refund if the item has been handled more than you would in a shop, for example if it has been damaged. That is a good reason to keep the box and accessories until you are sure.
At Refurb Xpress you get longer: free returns for 30 days after delivery. See our returns policy.
2. The phone must be as described and of satisfactory quality
The Consumer Rights Act 2015 says goods must be:
- Of satisfactory quality: what a reasonable person would expect, taking into account the price, age and description. A refurbished phone is not expected to be brand new, but it should work properly.
- As described: if the listing says Excellent grade, 128GB and unlocked, that is what you should get.
- Fit for purpose: a phone should make calls, connect to networks, charge and do what phones do.
These rights apply to second-hand and refurbished goods too.
3. If it is faulty, you have strong rights
- Within 30 days: you can reject a faulty item and get a full refund.
- Within 6 months: the seller gets one chance to repair or replace it. If that fails, you can ask for a refund or a price reduction. In this period it is assumed the fault was there when you bought it, unless the seller can show otherwise.
- After 6 months: you can still claim, but you may need to show the fault was there at the time of purchase.
Accidental damage, such as a dropped phone or water damage, is not a fault and is not covered by these rights.
4. A warranty is extra, not instead
A warranty is a promise from the seller on top of your legal rights. It cannot take your legal rights away. Every device from Refurb Xpress has a 12-month warranty covering hardware faults. See what our warranty covers.
5. Paying by card gives you extra protection
If you pay by credit card and the item costs between £100 and £30,000, Section 75 of the Consumer Credit Act means the card provider is jointly responsible if something goes wrong. Debit cards and some other payment methods offer a chargeback process. Either way, contact the seller first.
What to check before you buy
- Who the seller is. A UK seller should show a company name and contact details. Refurb Xpress is a trading name of G&I International Ltd, company number 14555556, based in Manchester.
- What the grade means. Grades are not standard across sellers. Look for a clear explanation, like our grading standards.
- Battery health. A good seller tells you the minimum. Ours is at least 80%, and at least 90% on Premium.
- Unlocked and not blocked. The phone should be unlocked, free of any previous owner's account and not reported lost or stolen.
- Returns and warranty in writing. Read the policy before you pay.
What to do if something is wrong
- Contact the seller as soon as possible, and keep a record. Photos or a short video of the problem help.
- Say clearly what you want: a repair, replacement or refund.
- Keep the item, box and accessories together.
- If you cannot sort it out, Citizens Advice can help, and you can contact your card provider.
If you bought from us, the quickest way to get help is our customer care page, or call +44 161 564 7767, Monday to Friday, 9am to 5pm.
Quick questions
Do I have fewer rights because the phone is refurbished?
No. The same laws apply. What counts as satisfactory quality takes the age and description into account, which is why clear grading matters.
Is a battery covered?
A battery wears with use, so normal wear is expected. A battery that fails, or loses charge far faster than its age would explain, may be a fault. If you think your battery is faulty, contact us and we will check it.
Does the 14-day period apply to marketplaces?
It applies when you buy from a business. If you buy from a private individual on a marketplace, most of these rights do not apply, which is one reason to buy from a business seller.
Ready to buy with confidence? Shop refurbished iPhones or Samsung Galaxy phones.
