Simple, straightforward returns.
We want to make returning your Backed Buy phone as straightforward as possible.
Whether you’ve changed your mind or there’s an issue with your phone, you’ll find everything you need to know about returns, refunds and the next steps below.
If you receive the wrong phone, your phone is faulty, or you change your mind about your purchase, please contact us to arrange a return.
For a change of mind return, the phone must be returned in the same condition it was supplied, allowing for reasonable handling and inspection.
Please return the handset with the packaging and any accessories or other items originally supplied with it.
For change of mind returns, the customer is responsible for the cost of return postage.
If you believe your phone was damaged during transit, please let us know as soon as possible after receiving it.
If your phone develops a fault after the initial 30 day period but within the applicable warranty period, please see our 12 Month Warranty page for information about the available resolution and next steps.
Where Backed Buy is responsible for the return, we will cover the return postage cost.
Please follow the return instructions provided by Backed Buy and use the specified return method where applicable.
For change of mind returns, the customer is responsible for the cost of return postage.
If a handset returned as faulty is inspected and no fault is found, the customer is responsible for the return postage and the cost of sending the handset back to them.
Before sending your handset to us:
Your handset may need to be erased during inspection, testing or repair, so please don’t rely on data remaining on the device.
Every returned handset is inspected before the return is approved.
We’ll check the device, its condition and the reason for return. Where a fault has been reported, we’ll also test the handset to establish the problem.
Once a return has been received, inspected and approved, any refund due will be issued to the original payment method used for the purchase.
The time it takes for the funds to appear after a refund has been processed can also depend on the payment provider.
Use our returns portal to begin your return and receive the appropriate next steps and return instructions.
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