Returns & Refunds
Last updated 9 June 2026
This is a template for demonstration; review with a legal professional before launch.
Buying refurbished should feel safe, so we keep returns simple. If a phone isn't right for you, send it back. This page explains how, how long you have, and when you'll get your money back. Need a hand? Email hello@mobosale.com.
Your 30-day return
Changed your mind? You have 30 days from the day your order arrives to return it for a full refund, no questions asked. That's longer than the law requires, because we want you to buy with confidence.
To qualify, the phone should come back in the same condition you received it, with any accessories included, and reset so it's ready for its next owner. Please remove any accounts, passcodes, and activation locks before you send it.
How to return an item
Returning a phone is easy:
- Email hello@mobosale.com with your order number and let us know you'd like to return.
- We'll reply with simple return instructions and the address to send it to.
- Pack the phone securely, ideally in its original box, and send it back to us.
We recommend using a tracked, insured delivery service so your return is protected on its way back. Please make sure the phone is reset and any activation lock or account is removed before sending, so we can process your refund without delay.
Refund timing
Once your return reaches us, we'll check it over and process your refund within 14 days, and usually much sooner. Refunds go back to the original payment method you used.
Depending on your bank or card provider, it can take a few extra working days for the money to appear in your account. We'll email you to confirm as soon as your refund is on its way.
Faulty items & the 12-month guarantee
Every phone we sell comes with a 12-month guarantee. If your phone develops a fault that isn't caused by accidental damage or normal wear, get in touch and we'll put it right.
Just email hello@mobosale.com describing the problem. We'll work with you to repair, replace, or refund the phone. For faults reported in the first 30 days, you're entitled to a full refund. After that, the guarantee continues to cover you for 12 months from the date you received your order.
This sits alongside your legal rights under the Consumer Rights Act 2015, which always apply.
What's not covered (exclusions)
Our guarantee covers genuine faults, but a few things sit outside it:
- Accidental damage, such as cracked screens, liquid damage, or drops
- Normal cosmetic wear that matches the condition grade you bought
- Damage caused by misuse, unauthorised repairs, or third-party modifications
- Consumable wear that's expected over time on a refurbished device
Refurbished phones are graded honestly, so light marks consistent with the grade you chose are part of the deal rather than a fault. If you're ever unsure whether something is covered, just ask us.
Contact us
To start a return or report a fault, email hello@mobosale.com with your order number. We'll guide you through every step and aim to make it painless.