Terms and Conditions - 1st Mobile UK
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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 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. 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.

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 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

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.

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. 

Be aware that on occasion, deliveries may be delayed for various reasons beyond our control. Therefore delivery times (if stated) are an estimate only and can not be guaranteed.

ITEM DESCRIPTIONS

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 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 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 for mobile phones or tablets to a business address.

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. 

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. 

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.

Summary: 

  • Sims are for personal use only and not for resale
  • 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 - IMPORTANT INFORMATION, PLEASE READ.

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, returns are not accepted for sim cards under any circumstances once the outer packaging has been opened or shows any signs of an attempt to open.

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 enquiries@1stmobile.co.uk), and 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 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.

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 is damaged, broken or marked in any way since you received it we can not accept a return. 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. 

IMPORTANT:

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 in 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 and 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. 

POSTAGE COSTS

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.

STOCK

All items are in stock unless otherwise stated. Please order with confidence!

GUARANTEE

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.

Generally, we will repair your item or replace it with a similar one of equal or greater value, or if those options are unavailable for any reason, refund you for faulty items up to one year from the date of purchase, 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 items.

We can not provide a refund after the period specified for returns above, unless a repair or 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 for the original purchaser only and is not transferable.

Please retain your receipt/packing slip safe as proof of purchase. In some cases items may need to be returned to the manufacturer who will require proof of purchase and we can not provide you with a copy.

If you have a problem with your item please contact us as soon as possible and in any event within 3 days of discovering the fault. Your warranty may be invalidated if you continue to use the item where such use may contribute to the ongoing deterioration of the item. Your statutory rights are not affected.

DISCLAIMER

This applies to all products whether purchased from ourselves or our partners (such as contract phones or sim-only contracts). 

While we do our absolute best to ensure the product details on this site and/or in any of our advertising are correct we can not absolutely guarantee that any information given is 100% accurate and 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 they can be affected by updates. 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). 

These terms do not affect your statutory rights.