Terms and Conditions
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 >>>
General Terms and Conditions
TITLE OF GOODS
We retain ownership of all goods at all times until cleared payment is received. 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.
ORDERING
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 with separate transactions.
You will have the option to choose your preferred shipping service at checkout.
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 for all orders valued over £20 - there are absolutely NO hidden extras.
All sim card orders include free shipping regardless of price. Express options are available.
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.
DELIVERY and DISPATCH ADVICE
WARNING - DELIVERY ADDRESES.
FLATS and APARTMENTS: Deliveries to multiple occupancy addresses (such as flats and apartments) where the letter box serves various address and/or there is no direct access to your door or letterbox by the carrier are entirely at your own risk.
BUSINESS ADDRESSES: Carriers will not wait at a premises to seek out the actual person named on the parcel, they only deliver to the address given. Therefore, deliveries to business addresses are entirely at your own risk as we have no control over the actual person receiving the item.
PLEASE ENSURE YOUR DELIVERY ADDRESS DETAILS ARE CORRECT and COMPLETE.
We aim to dispatch all goods within one working day. Delivery times vary depending on the shipping service selected. Please understand that the delivery times stated are estimates and can not be guaranteed. Please allow additional time at busy periods.
Remember to add one working day for order processing.
"Working day" means Monday to Friday, and does not include weekends and Bank Holidays.
IT IS IMPORTANT TO UNDERSTAND THE FOLLOWING POINTS:
Where deliveries are later than expected, the carrier will not take any action until 7 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. The carriers terms will apply to deliveries at all times.
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.
CLAIMS for NON-RECEIPT
If you believe your item is missing please check the tracking details on the carrier's website. A link is provided, along with your tracking number where applicable, on your dispatch notification email. Feel free to contact us if you need any further help but please note that we can only see the same tracking information that you can see.
Goods can only be delivered to the buyer's home address as provided when you placed your order. Orders to shared entrance addresses, business addresses and other addresses where you have requested a change of address are entirely at your own risk. The carrier will deliver to the address given, not the specific person named on the order.
Note that the last date for claims for loss is 7 days from the purchase date.
CLAIMS for DAMAGE
Claims for damage must be made immediately, and in any event within 24 hours of delivery. You must not accept or sign for items that are clearly damaged or broken upon delivery.
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.
MULTIPLE ITEMS
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 advise you where applicable. 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 in turn must match the name on the order.
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.
In particular, we only sell UK network sim cards intended for use in the UK. We do not guarantee that sim cards will work outside of the UK and customers outside the UK purchase at your own risk. 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.
We will only supply a maximum of 2 free sim cards within any 6 month period and we reserve the right to reject orders without warning for security purposes. Orders for more than 2 free sim cards, or repeat orders, will be rejected.
IMPORTANT: SIM CARD RETURNS
Sim cards are not returnable unless the clearly labelled "Security Seal" pack has not been opened or tampered with in any way. 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 14 days of purchase as long as the Security Seal pack has not been opened and/or the seal not damaged, removed or tampered with in any way.
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 to the address given within 14 days of the return request being accepted by us.
RETURNS CAN NOT BE ACCEPTED OUTSIDE OF THE PUBLISHED TIMEFRAMES.
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, or if it is lost or damaged in transit, 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.
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.
IMPORTANT TIME PERIODS TO NOTE:
- CLAIMS FOR DAMAGE/TAMPERING - Within 24 hours of delivery.
- CLAIMS FOR LOSS - Within 7 days of the carrier's quoted delivery date
- RETURNS: 14 days to request, return within 14 days of return request.
- WARRANTY: 30 days on sim cards (time sensitive item, i.e. sim cards may have an expiry date as there is a limited period in which they are valid, in the same way that a theatre ticket would not be valid after the date of the performance). Minimum 12 months warranty on all other new items.
RETURNS and REFUNDS
All customers can enjoy a 14-day returns policy for most items (but read the terms for sim cards above). 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 unopened and complete, returned in original undamaged packaging, with all accessories. WE CAN NOT ACCEPT RETURNS IF THE ITEM PACKAGING HAS BEEN OPENED AND WHERE APPLICABLE, THE SECURITY SEAL HAS BEEN BROKEN.
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
Contact us at enquiries@1stmobile.co.uk or use the 'Contact Us' form at the foot of any page on this website.
GENERAL INFORMATION FOR RETURNS
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. Sim cards can not be returned once the clearly marked security seal has been broken.
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, tablets and similar items 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.
IMPORTANT:
We reserve the right to refuse to accept any items that have been used or opened. This is because we are not allowed by law to resell it as new. You should be aware of this before returning items.
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 and received and checked by us is the sole responsibility of the customer.
STOCK
All items are in stock unless otherwise stated. Please order with confidence!
GUARANTEE
All items, with the exception of sim cards, 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. This does not affect your statutory rights.
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.
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.
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.
You will need to contact us for a return address as this may vary depending on the goods. The original item MUST be returned to us within 14 days of reporting the matter unless we advise you otherwise, 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 or shows excessive wear and tear outside of normal use, has been modified in any way, or used for any purpose other than which it was intended.
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. 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.
DISCLAIMER
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