Returns & Warranty
Our transparent commitment to customer satisfaction, warranties, and hardware standards.
14-Day Returns
Standard returns
Change of mind returns accepted within 14 calendar days of delivery.
1-Year Warranty
Pre-Owned Devices
Complete hardware warranty coverage for performance defects and failures.
Secure Resolution
Refund or Replace
Quick processing of verified claims to the original payment method.
1. Statutory Rights & Product Standards
Statutory Rights: These terms and conditions function in conjunction with, rather than in replacement of, statutory rights under the Consumer Rights Act 2015. Nothing in these terms is intended to exclude or limit the legal rights of a consumer in the UK.
Product Quality Standards (Pre-owned Devices):Under UK law, all goods supplied must be of satisfactory quality, fit for purpose, and as described. When assessing "satisfactory quality" for pre-owned devices, we objectively consider the pre-owned nature of the goods (reasonable wear and tear is expected), their assigned condition grade (e.g. Excellent, Good, or Acceptable), and any cosmetic flaws or functional limitations disclosed at the point of sale.
2. Standard Returns (Non-Defective Items)
Timeframes: Customers who change their minds or decide that the purchased item no longer suits their needs may initiate a return within fourteen (14) calendar days from the confirmed date of delivery.
Condition: All returned items must remain unused, in pristine and fully resalable condition, in their original packaging with all accessories, manuals, and promotional materials, and must not have been damaged, altered, or activated.
Process: Customers must contact our customer service team prior to sending the item back to obtain a return authorization code and instructions. Returns sent without prior confirmation may be refused. Once authorized, items must be packed and shipped within 7 calendar days.
Return Shipping: Customers are responsible for arranging and paying for return shipping using a tracked and insured service for change-of-mind, aesthetic preference, or size/color swaps. The package must be securely wrapped, free of all personal accounts or locks (including iCloud), and accompanied by the original invoice. You must provide the tracking numbers and clear photos of the return parcel.
Refunds: Upon successful inspection, a refund will be issued to the original payment method. Original shipping charges and custom hardware upgrades (such as custom battery replacements) are strictly non-refundable.
Mandatory Technical Assessment for Opened Returns
For safety and hardware integrity, any return where the original packaging or security seals have been broken will automatically undergo a mandatory Technical Integrity Inspection to ensure no unauthorized tampering or component swapping has occurred.
A Restocking and Diagnostic Fee of 15% of the purchase price (minimum deduction of £30 per order) will be applied directly to your refund to cover data sanitization and technical re-certification.
3. Wrong or Defective Items
Timeframes: If a customer receives an incorrect product or a device that is defective upon arrival (DOA), the issue must be reported within three (3) business days of delivery.
Understanding Pre-Owned Standards: While hardware integrity is guaranteed, the following conditions are inherent to pre-owned tech and do not constitute a defect:
- Standard cosmetic wear and tear matching the assigned grade (Excellent, Good, or Acceptable).
- Disclosed cosmetic flaws or specific functional limitations referenced in product documentation.
- Natural battery health decline over time (batteries are non-defective if they retain a functional capacity at delivery).
- Minor screen variations inherent to aged panels (e.g. OLED shadow or faint pixel irregularities).
- Operating system issues, localized software bugs, or third-party application compatibility.
- Regional model differences that deliver identical specifications and functionality.
Return Process & Shipping: Contact support with your order number, a description of the issue, and photo/video evidence. Topphox will cover return shipping costs for verified faults or incorrect items. Initially, the customer pays for tracked and insured shipping, and Topphox reimburses this upon receipt and successful validation. If a return is found to be non-defective, the customer is liable for all shipping fees.
4. One-Year Warranty for Pre-Owned Devices
All Pre-Owned devices sold by Topphox are covered by a one-year limited hardware warranty starting from the confirmed delivery date.
What's Covered: Hardware failures resulting from defects in materials or workmanship under normal use, including internal hardware malfunctions and significant functional impairments.
What's NOT Covered: Normal wear and tear, battery capacity degradation through usage, accidental damage (drops, excessive force), liquid ingress or corrosion, software performance issues, and unauthorized modifications or repairs performed by third parties.
Claim & Inspection Procedure: Customers must provide order references and fault evidence. Returned devices will undergo serial/IMEI verification. Customers are responsible for shipping the device to Topphox for inspection. If the claim is approved, Topphox will, at its discretion, repair, replace, or issue a proportional refund, and cover the return shipping. If no fault is found or if the fault falls outside the warranty, the customer must pay return shipping.
Topphox assumes no responsibility for personal data loss. Backup all data prior to returning a device.
5. Repairs & Repair Warranty
Repaired devices are covered by a three-month (3-month) limited warranty on the specific parts replaced. This warranty excludes subsequent accidental damage, liquid exposure, or third-party tampering. For iPhone 11–13 screen repairs, "Important Display Message" notifications may temporarily appear and will disappear automatically. Devices unclaimed 30 days after notification may be recycled or resold to recover costs.
6. Consumer vs Wholesale Terms
Consumer purchases are covered by our standard 12-month pre-owned device warranty and standard return policies. Wholesale or B2B purchases are strictly governed by separate wholesale terms, including a fourteen (14) day limited warranty only, and are sold "as-is" without cosmetic, battery, or software claims.
7. General Provisions & Company Info
Legal & Financial Terms
- All prices are in Great British Pounds (GBP) or Euros (EUR).
- Items sold under the VAT Margin Scheme are not eligible for VAT breakdown or VAT reclaim.
- All policies are governed by the laws of England and Wales.
- Topphox may update or amend this policy at any time without prior notice.
Company Information
Company Name: Topphox LTD.
Registered Address: 249 Bordesley Green, Birmingham, England, B9 5EX
Phone: +44 7873667193
Email: info@topphox.co.uk
Customer Service Hours: 09:00 – 18:00 (Mon–Fri)
Non-Returnable Items
The following items are strictly not eligible for return or refund:
- Samples, free gifts, or clearance items.
- Items returned damaged, incomplete, or without original packaging.
- Unsealed personal or hygiene-sensitive items (e.g. headphones, earphones, toothbrushes, shavers, and grooming devices).
Important Notice: The registered company address is not a return center. Please contact support to obtain the correct return shipping address.