Returns & Warranty

Our promise

Every device we sell is individually sourced and put through a full quality check by a technician before it ships — battery, screen, cameras, buttons, connectivity, the lot. We photograph every device before dispatch. If something's still not right, here's exactly how we'll fix it.

Changed your mind? (30 days on phones and tablets)

• You can return any phone or tablet within 30 days of delivery — no reason needed. Accessories can be returned within 14 days.
• Let us know within that window (WhatsApp or email, details below). We'll give you a returns reference and the return address, and you then have 14 days to send it back.
• Please return the device in the condition you received it, with everything that came in the box. You're welcome to inspect and try the device as you would in a shop — but a device showing use beyond that may receive a reduced refund, as UK law allows.
• Return postage for change-of-mind returns is paid by you. We recommend Royal Mail Special Delivery — the device is your responsibility until it reaches us, so tracked and insured protects you.
• Your refund is processed within 3 working days of the device arriving back with us, to your original payment method.

Something wrong with it? (Faults)

• Within 30 days of delivery: if your device develops a fault, you're entitled to a full refund, repair, or replacement — your choice. We'll cover the return postage.
• After 30 days: you're covered by our warranty below, and by your statutory rights under the Consumer Rights Act 2015, which this policy never reduces.

Our 12-month refurbished warranty

Every tested & certified device from Optimise Marketplace comes with a 12-month warranty against hardware faults that develop in normal use, from the day it's delivered. Orders placed before 20 October 2026 keep the 24-month warranty they were sold with. It covers the original buyer, with the order number as proof of purchase, and doesn't transfer to a new owner. Covered, for example:

• Screen, touch and display faults that appear on their own
• Camera, speaker, microphone, port and charging faults
• Buttons, biometrics (Face ID / fingerprint), Wi-Fi, Bluetooth and cellular faults
• Batteries: covered for 12 months, only if the battery fails outright (won't hold a charge, swells or shuts the device down). Battery health falling over time, to any percentage, is normal wear and isn't a fault.
• Repairs we make under warranty are covered for the rest of the 12 months, or 90 days, whichever is longer.

How to start a return or claim

• WhatsApp us on 07990 134610 or email support@optimisemarketplace.com before sending anything — ideally within 14 days of noticing a fault — with your order number, the device's IMEI, a description and a short video or photos of the fault.
• Try a restart, a software update and another charger first; we'll walk you through any other checks.
• If we need to inspect it, we'll reply within one working day with a reference and a prepaid label. Devices sent without a reference are returned unopened.
• Before posting: back up, sign out of iCloud or Google, turn off Find My and remove the passcode — we can't test a locked device. Send it without a case, SIM or accessories.
• We inspect it against our pre-dispatch records and confirm the outcome within 3 working days of arrival.

The legal bit

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where this policy and the law differ, you get whichever is better for you.