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? (14-day returns)

• You can return any device within 14 days of delivery — no reason needed.
• Let us know within 14 days of receiving your order (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 24-month refurbished warranty

Every refurbished device from Optimise Marketplace comes with a 24-month warranty covering functional defects — anything that stops the device working as it should, including:

• Screen, touch, and display faults
• Battery faults (not normal gradual wear)
• Camera, speaker, microphone, and charging faults
• Buttons, biometrics (Face ID / fingerprint), Wi-Fi, Bluetooth, and cellular faults

How to start a return or claim

• WhatsApp us on 07990 134610 or email support@optimisemarketplace.com with your order number and a quick description (photos help).
• We'll reply within one working day with your returns reference and instructions.
• Send the device back; we inspect it against our pre-dispatch records and confirm the outcome within 2 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.