Frequently Asked Questions

A refurbished phone is a previously owned device that has been professionally prepared for resale.

Every Backed Buy phone goes through our comprehensive 90 point quality check, covering its hardware, battery, functionality and other key areas before it is approved for sale.

Battery standards depend on the condition grade:

This means you know the minimum battery standard to expect before you buy.

Yes. Every Backed Buy phone is supplied with original manufacturer parts. If a component needs repairing or replacing during our refurbishment process, we use an original manufacturer part.

Yes. Backed Buy phones are network unlocked, so you can use them with your preferred compatible UK network.

Backed Buy phones are available in two clearly defined condition grades: Premium and Excellent.

Premium phones show no signs of previous use, with no markings on the screen or signs of previous use on the body, frame or housing. Premium phones have guaranteed 95%+ battery health.

Excellent phones may show light signs of previous use, such as minor marks or light scratches. The screen may have light surface marks or small scratches, and the body, frame or housing may have minor marks or light scratches. Excellent phones have guaranteed 90%+ battery health.

Both grades are fully functional and go through our comprehensive 90 point quality check.

Your Backed Buy phone comes with a FREE 12 month warranty.

The warranty covers eligible hardware or component faults that arise under normal use. An accepted warranty claim may result in a repair, replacement or refund depending on the circumstances.

The warranty does not cover accidental damage, liquid damage, misuse, unauthorised third party repairs, modifications, normal wear, or relevant rooting, jailbreaking or software modifications.

Normal battery degradation is not automatically considered a fault, although a genuine battery fault can be assessed.

Yes. You can return your phone within the first 30 days if you change your mind.

To start a return, visit our Returns & Refunds page and follow the return instructions.

If your phone develops a fault within the first 30 days, visit our Returns & Refunds page to start a return and follow the next steps.

If a fault develops after the first 30 days but within the applicable warranty period, please see our 12 Month Warranty page for information about the available resolution and next steps.

Phone orders are sent using Royal Mail tracked delivery, with delivery normally taking 1–2 working days from placing your order.

Yes. Every phone delivery is tracked.

Once your order has been dispatched, you’ll receive an email with your tracking information. You can also log in to your Backed Buy account to view your order and tracking information.

Please allow a short time after dispatch for your tracking information to become active.

We accept Visa, Mastercard, Klarna, PayPal, Google Pay and Apple Pay.

Every Backed Buy phone comes with an original manufacturer charging cable and SIM pin.

Premium phones are supplied in the original manufacturer box.

Excellent phones are supplied in a Backed Buy branded box.

If your parcel or device arrives damaged, or anything from your order is missing, please contact Backed Buy promptly so we can investigate and arrange the appropriate next steps.

No. We currently deliver within the UK only.