Returns Policy

We want you to be happy with what you order. If something isn't right, here's how returns work.

1. 30-day returns window

You have 30 days from delivery to return any item bought as a retail customer. That goes beyond the statutory 14-day right under the Consumer Contracts Regulations 2013. We want repair shops and individual customers alike to have time to test a part properly before deciding.

2. 12-month parts warranty

Every part comes with a 12-month warranty against manufacturing defects. If a part fails within 12 months under normal use, we'll replace it or refund the price you paid. The warranty doesn't cover physical damage, water damage, damage from incorrect installation, or wear and tear.

3. How to return an item

1. Email hello@theonlyphones.co.uk with your order number and the reason for the return.
2. We'll come back to you within one working day with a returns reference and the address to ship to.
3. Package the item securely, original packaging where possible.
4. Send it back via a tracked service. For warranty replacements we'll cover postage; for change-of-mind returns the postage is yours.

4. Refund timeline

Once we receive the item and confirm it's in the condition described, we'll refund within 5 working days to the original payment method. You'll get an email confirmation when the refund has been issued.

5. What we can't accept

• Items returned outside the 30-day window without a warranty claim
• Parts that show signs of attempted installation or physical damage on inspection
• Items where the original tamper-evident seal has been broken (where applicable)
• Bespoke or special-order items (these are clearly marked at point of sale)

If a returned item doesn't match what was described in your return request, we'll be in touch before processing. We'd rather have a conversation than refuse a refund silently.

6. Trade accounts

Trade customers' returns are handled under the terms of their account agreement. In most cases the same 30-day window and 12-month warranty apply, with credit notes available as an alternative to refunds where preferred.

7. Local Manchester drop-off

If you're local you can drop returns to 7 Moulton Street, Manchester, M8 8FQ during opening hours (Mon–Sat, 9am–6pm). Quicker than posting and gives us a chance to look at the issue with you in person.

8. Statutory rights

This policy is in addition to your statutory rights under UK consumer law. Nothing in this policy limits or excludes those rights.