Terms and Conditions
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Terms and Conditions of Sale
The necessary small print - but we like to keep it as simple as possible, and it couldn't be easier ordering from us.
Be aware that all items are sold in accordance with these terms and conditions, which you accept as a result of purchasing any item from this website.
This applies to items purchased directly from this site only. This does not affect your statutory rights.
READ IMPORTANT TERMS FOR SIM CARD ORDERS HERE >>>
READ IMPORTANT TERMS FOR DISCOUNT CODES HERE >>>
General Terms and Conditions
TITLE OF GOODS
We retain ownership of all goods at all times until cleared payment is received at our bank. If your payment is refunded for any reason we immediately regain title to the goods. Goods must be returned to us before refunds can be issued. Please read the section on returns below.
NOTE: In the event that your item is not delivered for any reason, once we have negotiated with the carriers and discovered the reason for non-delivery we will offer to send you a replacement, unless you have refused to accept the original delivery or you have given an incorrect or temporary address. This includes occasions where the carrier has contacted you to indicate that redelivery or collection is required if they could not gain access or obtain a reply for any reason when they called.
Generally, if you have not received your item within the specified delivery window given by the carriers, once we have officially confirmed this with the carriers we will offer you a replacement.
However, in order for you to receive the goods we must have cleared funds from you for the relevant purchase. It is important to understand that if you open a claim via the payment processors without contacting us first or waiting for a resolution to be offered by us, title for the goods is immediately returned to us and as such we will not be able to send you a replacement.
This is because that in the event of a claim PayPal and most other payment processors immediately withhold the funds and therefore we will be unable to send you a replacement as the funds are not considered to have cleared. Your payment will of course be refunded upon completion of the carrier's investigations and, subject to availability, you will be able to reorder in most cases.
Simply add the item to the cart and complete the simple guided step-by-step checkout process to buy. If ordering multiple items please "Add to cart" rather than ordering is separate transactions.
Your details will not be used for marketing purposes and will not be passed on to any third party unless required by law enforcement, or for the process of debt collection.
SECURE PAYMENTS and PRICING
The price you see is the price you pay and unless otherwise stated includes FREE UK postage - there are absolutely NO hidden extras here!
Your credit/debit card details are only used by our payment processors for the purpose of payment and are never seen or retained by us. None of your details are passed on to any other third party for marketing purposes, ever.
We are happy to accept UK cheques, postal orders and bank transfers too - simply contact us for details. Our contact details are shown at the foot of every page on this website.
DELIVERY and DISPATCH ADVICE
We aim to dispatch all goods within 24 hours of purchase, not including weekends or bank holidays, but we do get very busy at times so please allow seven working days (not including weekends or bank holidays) following the date of dispatch before inquiring about an undelivered item (21 days for overseas buyers outside the UK). You will be notified immediately when your item has been dispatched.
IT IS IMPORTANT TO UNDERSTAND THAT DELIVERY TIMES ARE ESTIMATES, AND REFER TO THE TIME FOLLOWING POSTAGE, NOT THE TIME FOLLOWING RECEIPT OF YOUR ORDER.
For example, "Next Day" delivery means the next working day after posting, not the day after you placed your order, as we need time to process your order and prepare it for dispatch, and this has to be done in time for our next collection. If you order a few minutes before our collection is due then your order is not going to go out until the following collection, as we simply would not have the time to process, prepare and pack it.
Be aware that on occasion, deliveries may be delayed for various reasons beyond our control. Therefore delivery times (where stated) are an estimate only and can not be guaranteed. Note that "Next working day" does not include Saturday, Sunday or Bank Holidays.
IT IS IMPORTANT TO UNDERSTAND THE FOLLOWING POINT:
Where deliveries are later than expected, the carrier will not take any action until 10 working days from the point of expected delivery have passed. Therefore please take this into consideration and allow sufficient time before sending a delivery enquiry as we will not be able to offer you any further information. We can not tell you where your order is and we can not get it to you any faster.
Royal Mail deliveries are only tracked at the point of delivery and a tracking number will not tell you where your item is. If you chose the free Economy delivery service, orders are tracked at the point of delivery via GPS only and a tracking number is not provided.
Our services: Note that times shown are from the point of dispatch, not the time the order was placed:
Economy: 2-3 working day, tracked on delivery, no tracking details issued..
First Class: 1-3 working days. Note that first class mail is NOT a guaranteed next day service.
Express or Special Delivery: Next working day by 1 p.m.
PLEASE NOTE THAT THESE DELIVERY TIMES ARE FOR GUIDANCE ONLY AND ARE NOT GUARANTEED. DURING THE PANDEMIC WE ADVISE YOU TO EXPECT DELAYS IN MOST AREAS, WHICH WILL VARY OVER TIME, REGARDLESS OF THE SERVICE USED.
As a general guide we aim to dispatch your order if it is placed by 2 p.m. weekdays and 10 a.m. Saturday, BUT THIS IS NOT GUARANTEED and depends on our workload. In most cases if we can not dispatch the same day we will dispatch the next working day, not including weekends and bank holidays.
As we use a third party carrier, it is important to understand that the carrier's term form part of these terms of sale. We do not guarantee delivery times under any circumstances as it is an issue we have no control over. Item will not be considered missing until stated by the carrier. For example, Royal Mail's current terms for most items is that they will not accept an item to be considered as missing until 10 working days following their expected date of delivery. If you believe your item is missing the carriers require written confirmation that you have not received it. Therefore, at the appropriate time we will issue you with a claim form, and we will then file a claim with the carrier.
Note that we can not compensate for late deliveries under any circumstances as delivery times are not guaranteed, and should only be used as a guideline. This is particularly important to understand for 1st Class mail, as many people mistakenly assume that it is a guaranteed next day service. This is not correct.
Goods can only be delivered to the buyer's home address. Your card/bank payment details must match your home address to avoid your order being rejected.
DO BE AWARE that items delivered to any other address, such as a P.O. address or storage unit (if accepted by ourselves or the carrier), a works/business address, an address in a shared building such as apartments or student accommodation, or any other address where other people may have access to mail is entirely at your own risk. Claims for missing or damaged items to these locations can not be accepted under any circumstances.
POSTAL STRIKE ACTION - NOVEMBER/DECEMBER 2022 ONWARDS
Please be aware that the postal workers strike has affected many services in our daily lives, and deliveries are now subject to severe backlogs in many parts of the country. It is important to understand that these times may be severely affected and the situation will vary from one area to another, and can change wildly even from day to day. Please bear this in mind when ordering and allow an extended period of time for delivery.
Note that we can not refund delivery costs because a delivery is "late", and do please understand that items can take different routes so if one order is received "on time" it is not an indication that other orders will arrive within a similar period of time.
Where possible we use the manufacturers own descriptions and specifications . Occasionally specifications may be provided by the main distributor. While we can not be responsible for any errors in the details provided to us, you can return the item for a full refund within 14 days if it differs significantly from the specifications, as long as the item has not been used (see section on Returns for more details). As per industry standard, we may replace an item with an identical one where the original is not available. This is usually when the manufacturer has updated the item.
Items may be substituted for the same in a different colour on occasion, if the original colour is not available. These may be returned if unsuitable as above.
Multiple item orders will be combined in the same parcel where possible unless you advise otherwise at the time of purchase. If you want items to be sent separately additional postage fees may apply (we will invoice you via PayPal where applicable), and you must contact us prior to purchasing to discuss this as goods will not be dispatched until all due fees have been paid in full.
Generally, if you do not respond to a request for additional postage fees incurred within 24 hours of the time of placing your order then your items will be sent in the same parcel without further notice to you.
Do be aware that all orders can only be sent to the address specified on your order, which must be your home address and must match card/bank details which must match the name on the order.
The delivery address can not be changed after purchase for any reason. We can not deliver orders to a business address.
IMPORTANT: TERMS FOR DISCOUNT CODES
- Discount codes are valid for one use by one customer/household unless otherwise stated.
- We will not accept discount codes from customers from the same household or workplace. This includes placing multiple orders to obtain multiple discounts, or any similar activity designed to bypass these terms.
- Discount codes are valid for the period stated (where applicable).
- Discount codes are only valid for the product, or group of products stated.
- Maximum of ONE code per order, i.e. multiple codes can not be used on the same order - for example, you will not be able to use a "10% OFF" code and a "Buy One Get One Free" code together. It is for you to decide which one will give you the best discount.
- We reserve the right to refuse discounts reject the order if there are indications of misuse. for security purposes we are not able to discuss reasons for rejecting discounts or orders.
- Codes are valid for UK customers only, for the amount or percentage discount stated.
- Shipping costs are not included in the discount offered.
- Codes can not be used retrospectively under any circumstances, and must be used at the time of purchase by entering the stated code at checkout.
- Codes do not any any cash value in any other form other than the stated discount off the product purchased.
- Codes are only valid if payment is made in full at the time the code is used.
- We reserve the right to end any discount code early if we suspect misuse.
- Minimum spend applies where stated.
- If an item is discounted within a short period following purchase (usually 7 days) we may, at our discretion, offer to refund the difference on request if you purchased at the higher price.
- Note that Gold Number Sim Cards are not refundable once the outer packaging (not the sim card pack) has been opened or tampered with in any way.
- Cheapest item will be given free, or at a discount (depending on the offer).
- Items MUST be purchased in the same transaction to activate the offer, and be delivered to the same address.
- Can not be used concurrently with any other offer.
- Discounts can not be given retrospectively.
- Multiple purchases not accepted unless otherwise stated.
- If any item that was purchased as part of the offer is returned for a refund or any other reason, the discounted or free item MUST also be returned. Failure to do so will result in the original price of that item to be deducted from any refund.
IMPORTANT: TERMS FOR SIM CARDS
Sim cards are offered on the strict understanding that they will be used in accordance with the network's terms and conditions. Sim cards are offered for sale strictly for personal use only and supplied on the basis that they will be topped up in accordance with the networks terms. Sim cards should not be ordered if you do not intend to top up, or for any other purpose.
It is generally considered that you will top up (activate) the sim card within one month (30 days) of purchase, unless advised otherwise, i.e. some sim cards may have a shorter expiry date and information will be provided with the sim card if this is the case. Due to the time sensitive nature of sim cards we can only guarantee them for a maximum of 30 days.
Sim cards are not returnable unless the outer packaging containing the delivery address (not the sim card pack) has not been opened or tampered with. This is because once a sim card has been sold it is removed from the networks' "available numbers" list. The mobile number on that sim is classed as being allocated, and therefore cannot be resold or passed on to anybody else. As such the standard returns and guarantee rules do not apply to sim cards and all purchases are final.
However, we will accept returns within 30 days of purchase as long as the outer packaging has not been opened. We must be notified of your intention to return and you will need to request confirmation of the return address, which may vary. Items must then be returned within 7 days of the return request being accepted by us.
After the 30 day period we can not replace any sim card that does not work or has been cancelled by the network if it has not been activated (topped up) within 30 days of the date of purchase, and/or if network terms have not been adhered to. This is because all sims must be activated before the expiry date, but not all networks show the sim expiry date on the pack. As such, these products are exempt from the usual 12-24 month warranty period. However if your sim card develops a fault at any time, your network will usually replace it free of charge.
Note that all sim cards issued are for use solely with UK networks. International buyers purchase at their own risk.
If you are purchasing a number for promotional purposes we STRONGLY RECOMMEND that you do not publicise or advertise the number until you have received the sim and it is activated. Should it not be possible to activate the sim for any reason, the number cannot be reissued so the last thing you want to be doing is advertising it.
DISCLAIMER: We accept no responsibility for any loss or damage incurred as a result of failure to supply or activate any product.
CLEARANCE and SALE/DISCOUNTED SIM CARDS
Do be aware that discounted and clearance items will generally require activating in less time than this (usually within one week), and in such cases will include a warning label on the pack. Items can not be exchanged or refunded if the relevant activation periods are not adhered to.
A maximum of 1 free sim card per person or household per 6 month period IN TOTAL is the limit you can order, regardless of network or reason. Repeat or multiple orders for more than 1 free sim card, or more than a total of 4 sim cards, will be rejected without notice.
Also note that no further orders for sim cards will be accepted once the limit of 4 sim cards has been reached, even if previous orders have been rejected. We can not accept orders deemed to be for family members and placed as separate orders. For example, if you want three sim cards the second and third sim cards MUST be paid for. We can only accept payment by creditor debit card, or by Paypal. We do not accept cheques or international bank transfer.
Network terms apply at all times and are a legal requirement so please do not abuse these conditions and do not order sim cards if you do not intend to use them as stated above.
We reserve the right to cancel any sim card order without warning or notice. In particular trade sellers should be aware that sim cards are not available for resale.
- Sims are for personal use only and not for resale
- Sim cards are not returnable if outer packaging has been opened.
- You (or any member of your household or family, whether at the same address or not) must not order more than 1 free sim or more than 4 sims in total in any 6 month period.
RETURNS and REFUNDS
UK & Ireland and EU buyers can enjoy a 14-day returns policy for most items*. If you are not happy with the goods simply return them unused and we will refund you or exchange them for a different item. Goods must be unused and complete, returned in original undamaged packaging, with all accessories.
Due to the nature of the product, to prevent fraudulent use returns are not accepted for sim cards under any circumstances once the outer white envelope or other packaging has been opened or shows any signs of an attempt to open, where this makes the mobile number and sim serial number or any other identifiers visible. Sim cards are also a time limited item which may have a short expiry date.
For all other items we must be notified of your intention to return within 7 days of the date of purchase
IMPORTANT: If you feel that your package has been tampered with you MUST inform us IN WRITING within 24 hours of receipt (email us at email@example.com including your name and address, order number and as many details as possible). You must not continue to open the package. Accompany any message with photos. Do not accept, or if the carrier asks for a signature do not sign for, a damaged or opened package, as you take ownership of that package once you have accepted it. It is your responsibility to examine the package when it is offered to you.
PLEASE CONTACT US IN ALL CASES IF YOU WISH TO RETURN AN ITEM SO WE CAN ISSUE YOU WITH AN RMA (RETURN MERCHANDISE AUTHORISATION) CODE. YOU MUST INCLUDE YOUR REASON FOR RETURN
You MUST notify us of your intention to return the item within 14 days of purchase and return it within 14 days of receiving your RMA code from us. We reserve the right to refuse or decline returns outside of these time limits.
We regret we can not refund any return P&P (shipping) costs, or outgoing P&P costs for extra or premium services such as 1st Class, Recorded or Special Delivery, or International postage. This is a necessary additional expense charged by the carriers, and collected from you and paid to them on your behalf.
We are unable to accept returns if the item has been used. In accordance with the terms of the Consumer Rights Act 2015, you can inspect the item as you would in a High Street store but the item must be returned unused, with all accessories and in it's original packaging to qualify for a full refund.
If any part of the item has been damaged, broken or marked in any way since you received it we can not accept a return unless the item has a fault which is covered under the terms of the warranty. Phones or tablets can be powered on briefly for inspection, but do not remove any screen protector that may be in place and do not install any screen protector that may be in the box if you wish to return the item.
We reserve the right to refuse to accept any items that have been used or opened. If a used item is accepted at our discretion the maximum we can offer is 50% of the original value, in accordance with industry practice. This is because we are not allowed by law to resell it as new. The average resale price of a used item in 2017, of the type we sell, was around 38% so we are offering as much as we reasonably can, and well above the average, but you should be aware of this before returning items.
Also read the terms regarding sim cards, which are not refundable under any circumstances due to the nature of the product once the package has been opened. A £12 administration fee will be charged for any sim cards we may accept as we then need to complete further paperwork to cancel the transfer of the number to you, and/or block the number if it has already been transferred to another network, as is often the case with "Gold Number" sim cards.
For all items, we can not issue a refund until the item has been returned to us unless we have informed you otherwise in writing, and we reserve the right to take legal action without further notice if you instigate any action which may lead to PayPal or your bank/card issuer or any other payment processor we may use refunding your payment before the item has been returned to us and/or your refund has been approved by us. We also retain title of the goods where any payment is outstanding for any reason.
Postage costs for returning items are the responsibility of the buyer. Damage or breakages for items while in the customer's possession, until they are safely returned to us, is the sole responsibility of the customer.
Note: Claiming a full refund for a used or damaged item is illegal, unless the damage or fault occurred before you received it. If this is the case you MUST report any damage to us within 24 hours of receipt, and if the package appears damaged on delivery you should not accept it. If an attempt to claim a refund via PayPal or any other method is made where you are not entitled to a full refund as part of the above terms, your right to any refund will be voided and we reserve the right to recover any losses, through legal action if necessary.
For most items, standard ("Economy") outgoing UK postage is included in the price ("Free Shipping") unless otherwise stated on the product page. With regard to shipping upgrades such as 1st Class Tracked, Special Delivery, UPS 1-Day and International shipping fees or any other equivalent service we choose to use, be aware that shipping fees are collected on behalf of the carrier and are therefore non-refundable under any circumstances.
All items are in stock unless otherwise stated. Please order with confidence!
All items are guaranteed for a minimum of 12 months. Many of our products now include a 2 year warranty and where applicable this will be stated on the product page. Please refer to the 'Your Guarantee' page on this site or details supplied with your order for full details. For general guidance we follow the terms of the Consumer Rights Act 2015.
For most items the manufacturers will provide a repair service and generally, we will advise you to contact them on receipt of a valid Warranty Claim Form, which must be completed in all circumstances. If such a service is not available we will at our discretion repair your item or replace it with a similar one of equal or greater value, and where stated for up to two years against manufacturing defects. This applies to the main item listed only (e.g. mobile phone) and does not include accessories or "free" additional or complimentary items. General wear and tear or misuse is not covered under any circumstances, and any decision made will be final and binding. A cash equivalent is not available.
Refunds or replacements will only be made in respect of the original purchase price, including any discounts offered at the time. For example, If you purchased an item for £75 that we would have normally sold for £100, the value of your claim will be no more than the total paid, i.e. £75 in this example. Free or complimentary items have a zero replacement value and are not covered by this warranty.
We can not provide a refund after the period specified for returns above, unless a repair or similar replacement item of equivalent or greater value is not available.
Please be aware that the warranty does not cover accidental damage, damage through misuse, excessive use beyond that which the item was designed for, business or industrial use, damage to any glass (including displays, panels, camera lens, sensors etc), cosmetic damage or fair wear and tear.
Your warranty is valid only for the original purchaser and is not transferable.
Please retain your receipt/packing slip and keep it safe as proof of purchase.
FREE REPLACEMENT GUARANTEE products
For items issued with the Free Replacement Guarantee, we will replace any faulty item with the same one if available or with an equivalent replacement product, for the time period stated beyond the initial 12 month warranty from the date of purchase. So if your item includes a 2 Year Free replacement Guarantee (or Warranty), you are entitled to a free replacement for up to 2 years from the date of purchase.
The original item MUST be returned to us within 14 days of reporting the matter, and must include your name, order number, date of purchase and the address the replacement item is to be sent to. This applies to UK purchases to domestic addresses only. Free replacements are limited to ONE per item purchased and will not be issued until the original item has been returned to us, which must be returned at the buyer's expense. Items do not qualify if the item has been physically damaged outside of normal use, or used for any purpose other than it was intended.
We can not supply a copy and in some cases items may need to be returned to the manufacturer who will require proof of purchase so it is important that you keep your documents safe. In any event you MUST include your order number and date of purchase with any claim. We can not process your order without your order number.
If you have a problem with your item please contact us as soon as possible and in any event within 2 days of discovering the fault. Your warranty may be invalidated if you continue to use the item, as such use may contribute to the ongoing deterioration of the item.
Please allow at least 2 working days for a response (not including weekends and Bank Holidays). In most cases we will respond much sooner but you are unlikely to get a response outside of the periods stated or after office hours so please be patient - remember, we are not an emergency service.
IMPORTANT: You must tell us clearly the nature of the problem. Do not assume you know why the item is faulty or the reason for it, simply explain the reason you are reporting the issue. For example, if a sim card doesn't work when you place it in the phone then say so, do not say it is blocked. This is important as the nature of the problem needs to be investigated so the information we (or the manufacturers) have needs to be accurate, not assumed.
The cost of returning the item to us must be covered by the buyer and items delivered with insufficient postage will not be accepted. Claims will not be accepted under any circumstances unless the Warranty Claims Form below has been completed as described within these terms.
We may use a third party repair agency or return the item to the manufacturer for evaluation and repair. This will typically involve a fee and if no fault is found and/or the fault is declared to have been caused by other damage or misuse, regardless of howsoever caused, you may be liable for payment of any relevant fee at our discretion. This fee is typically an average of £36 and not in excess of £60, which must be paid before the item is returned to you. We will inform you if this applies in your case and will forward an invoice to you for the amount due. We retain the rights to all goods in lieu of payment, and we reserve the right to discard or resell the item without further notice to recover any losses after 30 days from the date of the invoice.
This applies to all products whether purchased from ourselves or our partners (such as contract phones or sim-only contracts).
We want you to be happy with your purchase, and hopefully tell you friends and come back for more! With this in mind we do our absolute best to ensure the product details on this site and/or in any of our advertising are correct. However, most product details are obtained either from the manufacturer or main distributor, and we can not absolutely guarantee that any information given is 100% accurate. As such we are not responsible for any errors or omissions, or for the results obtained from the use of this information.
Manufacturers may (and often do) change specifications, offer different specifications in different countries or the item state can be affected by updates, which is not covered by this warranty. If there is a particular detail or specification that is important to you please check this with the manufacturer, or check with the vendor prior to purchase where the item is purchased from one of our partners (such as contract mobile phones).
We will of course be happy to refund you for any unused item within 30 days of purchase subject the terms above.
These terms are for your protection as well as ours, and help prevent fraudulent claims, which increase prices for everybody. This is in addition to your statutory rights which are not affected in any way.
Warranty Claim Form
CLICK HERE to load the WARRANTY CLAIM FORM
Or go to 1stmobile.uk/claim