We aim to dispatch all orders same day if received before 4pm Monday to Friday (excluding UK Bank holidays) therefore if you wish to cancel an order we will need to know prior to 4pm on the day of dispatch. To guarantee that your order has been cancelled we would advise that you call us directly on 01271 553 553 during working hours (9am to 5:00pm Monday to Friday). International orders require cancellation prior to 3.30pm on the day of dispatch, this is to enable sufficient time to amend export documentation.
We do not accept returns on Faulty devices, except in instances where there is a substantial issue that could have previously been identified based on our testing criteria. Examples of these are: Blacklisted handsets, handsets that are account locked (where this is not noted) provided the handset fully boots up.
In the event that a device is approved for return, ensure that the handset (s) is in exactly the same condition as it was when received and that it has not been damaged whilst in your care. Any attempts to repair the device will result in the return being refused.
Backup all the data from your handset, then factory reset and wipe your handset – ENSURE YOU REMOVE ANY SECURITY LOCKS – REFUNDS WILL NOT BE PROCESSED IF YOUR DEVICE IS LOCKED.
Fill out the returns form and send with your handset – please note that failure to provide the full information on your returns form will result in a delay in processing your refund.
Carefully package your item including all accessories originally received and send it to the following address: Kempf Enterprises Limited – RMA Department - Kempf House – Unit 13 Castle Park Road – Whiddon Valley Industrial Estate – Barnstaple – EX32 8PA - UK
If returning the device at your own cost, please send via a secure tracked and insured service – please note that the item is your responsibility until it is safely received at our warehouse.
We aim to process all refunds, or notify you if there are any issues, within 24 hours of receiving a return (excluding UK Bank holidays), however please note that during busy periods this can take up to 48 hours.
Under no circumstances will the following be accepted: normal wear and tear of the equipment or otherwise due to the normal ageing of the equipment, including battery deterioration.
Any disassembly, repair, alteration or modifications carried out by anyone other than Second-Hand Phones.com
Misuse, abuse, negligence or an accident howsoever caused.
Improper testing, operation, maintenance, installation, or any alteration or modification of the product.
This warranty will not be available: a) if the serial number or warranty seal on the product is illegible, has been defaced or removed; or, b) without any proof of purchase.
We do not cover any phones for water damage; this includes phones which were rated as waterproof/water resistant when new. This is due to the rubber seals/waterproofing degrading over time and as a result we cannot guarantee that a second-hand phone's seal will still be intact.
We do not cover consequential or incidental damages, including but not limited to; loss of use, loss of business, loss of profits, loss of data, any fees related to third party contracts, down-time and charges for time and effort.
Any third party attempt at repairing the handset will invalidate any returns period in place, which is why we strongly advise that any potential issue must be reported to us in the first instance and we will be able to advise further.
Fees & Charges
In all instances the buyer assumes responsibility for the return costs.
All handset returns are processed through our quality control process which is the same process that is used prior to any unit being dispatched.
All our handsets are sold with, as a minimum, a USB charging cable, if any accessories are not returned with the handset we reserve the right to deduct a fee from your refund amount for its replacement.
If a handset is returned to us and is found have a security lock in place which prevents our engineers completing their tests, your refund will not be processed until this has been removed.
To do this we will either require you to provide us the details or in some instances this can be done remotely, however in all instances we will charge a restocking fee of £7.95 per unit once the security lock has been removed.
In the event that you do not provide the correct details or remove the security lock, your refund will be declined.
If our QC process detects that your handset has undergone any attempt of a third party repair, software modification, is no longer in its original condition or has been damaged whilst in your care, you will not be eligible for a refund.
If your handset(s) is not eligible for a refund we will return it to you upon receipt of £9.95 for the return postage charge and processing costs, if funds are not received within 30 days your handset(s) will be destroyed.
All of our products are graded and the cosmetic condition will be specified in the listing with a description of what to expect. Each product will match the description. We grade our handsets accordingly based on the market research we have conducted from a vast array of people from varying age groups, different backgrounds and income levels.
All our faulty devices will have an issue as described in the listing, further issues may be present and are not grounds for return. The buyer is purchasing with the awareness that in some instances the unit will only serve useful for parts.
All cosmetic grades, as listed below, are superseded by any fault listed in the item description and serve only as an additional guide.
Refurbished – Grade A++ Certified - The device is in pristine ‘Like New’ condition with no signs of use and 100% Battery life, the item will not be in its original box. All devices are fully working and tested, and come with a free 12 month warranty.
Refurbished – Grade A+ Excellent - The device will look brand new at first glance and will have no dents or visible screen scratches. All devices are fully working and tested, and come with a free 12 month warranty.
Refurbished – Grade A Very Good - The device will have some signs of use such as a few very light scratches but is in very good condition overall. All devices are fully working and tested, and come with a free 12 month warranty.
Refurbished – Grade B Good - The device will have moderate signs of use, such as small scratches or dents as you would expect with a second-hand item but is in overall good condition. All devices are fully working and tested, and come with a free 12 month warranty.
Used – Grade C Good - The device will be heavily used and have signs of cosmetic wear and tear which may include scratches, scuffs, chips, dents, and marks. The screen will NOT be cracked, and the LCD and digitizer will NOT be damaged. Most signs of wear and tear can be hidden with a case and/or screen protector. All devices are fully working and tested, and come with a free 12 month warranty.
Reversing a Transaction
We take fraud or attempted fraud very seriously and work closely with eBay and the authorities to ensure that this doesn’t occur. If upon thorough investigation, eBay deem a transaction to be potential fraud then they may take the decision to either contact the buyer for more information or reverse the funds back to the originating funding source. We apologise for any inconvenience that this may cause but maintain that it is necessary to protect the safety of all eBay members.
It is the buyer’s responsibility to ensure that the address which is entered into eBay is correct and full. We regret that we cannot change or amend the address after purchase and so please do not ask us to do so. If you contact us prior to dispatch with regards to an incorrect address then we will do our utmost to prevent the package being sent and we will offer you a full refund so you can repurchase with the correct details. However, if this is not possible then unfortunately, it would be up to you to arrange collection from the incorrect address.
If the address you have entered is undeliverable and the package is returned to us then the item will be held in lost property for a period of 30 days. If we are unable to achieve contact within this time-frame then the item may be disposed of.
Due to the majority of our overseas delivery methods requiring a signature upon receipt, we regret that it is not possible for us to ship to a PO Box address. If we receive an order containing a PO Box address then we will contact you to advise that the transaction will be refunded. You will then be welcome to repurchase with a full and complete domestic or business address.
Customs Import Duties
The buyer is responsible for any import duties, brokerage fees or tax relating to a purchase which is made. We do not have access to the import duty rates which relate to a particular country, nor can we amend customs or invoice information to suit.
Customers refusing to pay the relevant import duty and denying delivery taking place will not be refunded in any instance. We advise customers to check prior to purchase, or else advise us before 3.30pm (UK time) on the day of dispatch and the order can be cancelled. If we do not receive a cancellation request before this time we will not be able to cancel your order.
Orders will be dispatched within 2 working days of confirmed payment. Products will be sent via a tracked Royal Mail or UPS service, including international orders.
Your eBay order will be updated with the tracking information and courier once it has been dispatched. Please note this can be updated as late as 5pm on the day of dispatch.
Whilst the services used may have estimated delivery dates these are subject to the operating conditions of the courier involved. Next day delivery services are restricted to business days and will not necessarily include Saturday or Sunday. Orders dispatched on a Friday on a next day service will be delivered on Monday, subject to the terms above.
In the rare event an order doesn’t arrive, then we adhere to the courier’s terms and we cannot accept a claim for loss unless at least 20 working days (for items posted to Europe) or 25 working days (for items to the rest of the world) have passed from the due delivery date.
Any damages or loss must be reported within 24 hours of delivery.
Whilst we endeavour to offer a free delivery option to all locations, unfortunately there will be some international locations that we cannot provide a free shipping service for.
Under no circumstances would we offer a partial refund upon receipt of a complaint acceptable under the above terms. If you are unhappy with the item you have received please contact to discuss further.
Second-Hand Phones.Com will not under any circumstances guarantee any data such as contacts, images, apps, etc will be retained during the repair process.
VAT and Invoice Requests
The majority, but not all, of our handsets are sold under the Marginal VAT Scheme for Second-Hand Goods, unless otherwise stated.
These sales are subject to section 50A of the VAT Act 1994 and the VAT (Special Provisions) order 1995. A VAT Margin scheme applies, please check the listing for the applicable VAT scheme.
Invoices will show total value inclusive of marginal VAT. If you are purchasing on behalf of a VAT registered company please note there is no VAT to be reclaimed.
If you would like an invoice with our VAT information then this can be provided but please be aware the value of VAT will show as zero if the product(s) you have purchased were sold under the marginal scheme.
Whilst we will endeavour to accommodate a buyer’s request, we are not obliged to and any request can be considered a change to the terms and conditions of the sale on the buyer’s behalf.
Kempf Enterprises Limited T/as Second-Hand Phones.Com
Unit 13 Castle Park Road
Whiddon Valley Industrial Estate
Telephone: 01271 553 553 / 0800 270 7201
Registered Company No. 08490759
We reserve the right to amend our terms and conditions at any point without prior notice.