We advise customers use a box or their original packaging to return an item, to ensure it is protected when in transit. If using a postage box previously used, please be sure to remove any existing postage labels to avoid confusion in transit.
Make sure to keep a copy of your tracking receipt so you can track the progress of your return, and for insurance purposes. You should not dispose of your receipt until our Returns Team have contacted you to confirm the processing of your return has begun.
Before returning the device, please ensure you have done the following:
Removed the iCloud or Samsung Account from the device
Remove all SIM cards and external memory cards from the device
Remove all data and back it up
Unfortunately, we are unable to process a return if the device is still locked to an iCloud or Samsung account, therefore we will send you an email to keep you updated if your device is returned with any account locked to it.
Devices that have a Google Lock present will be returned back to you, as we cannot unlock these remotely.
If you are unable to process the return request using your online account, please contact our Customer Service team, and they will be able to assist further.
Further information about our 12-month warranty and certified refurbishment process can be read here.