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Returns Policy

EO will provide a 3-month warranty based on the specification of the product. If a product is found to be faulty or defective within 45 days of purchase, we will offer a replacement or a full refund of the purchase price less any postage costs.  Any time after this we will offer a replacement or repair. The guarantee will only cover manufacturer faults and does NOT cover the following:

  • Damage caused by liquid
  • Intentional damage
  • Damage caused by dropping the product or intentional mistreatment
  • Damage caused by attempting to repair or adapt the device by yourself or a third party including jailbreaking and unlocking.
  • Improper use of accessories
  • Faults or damage that may arise due to normal wear and tear – e.g scratches to touchscreen
  • Battery life – We set our acceptable minimum battery health percentage to be 75% of the original manufacturer’s capacity.
  • With iPhone 11 & 12, 11 & 12 Pro and 11 & 12 Pro Max, an “important display message” may appear, this may be due to previous refurbishment processes. This message will appear on the lock screen for 7 days, then appear in the settings for 14 days. The message will disappear after 30 days. This does not affect the functionality of the phone.

IP67 Rated and Water Resistance

  • Although the devices are classed as IP67 rated, water damage WILL NOT be covered under our warranty for any device purchased through us. Use in water is up to the user and no liability will be taken for us should any water damage occur during its use in a liquid. This also includes any paid repairs where we have replaced the screen or battery.

We recommend you keep your invoice safe. We would ask you to provide this as proof of purchase in the event of a claim. If you need to use this guarantee, please contact us in the first instance and we will do what we can to help.

PLEASE NOTE THAT THE GUARANTEE IS ONLY EFFECTIVE FROM THE DATE OF INITIAL PURCHASE – IF EXCHANGES ARE ISSUED THE WARRANTY WILL NOT RESTART FROM THE DATE OF RETURN/EXCHANGE, IT IS ONLY VALID FROM THE DATE OF THE INITIAL PURCHASE FOR A MAXIMUM OF 3 MONTHS AND DOES NOT ROLL OVER.

Any returns that are not faulty or where the buyer changes their mind, there will be a deduction of 7% to cover depreciation and restocking fee along with our initial postage costs.

All warranty on devices is strictly for consumer only.  Anyone buying as a wholesale or resale business will be bound by the wholesale terms and conditions and the warranty within this.  i.e. 14 day warranty terms.

Deliveries and Returns

Deliveries

Orders will be dispatched within 2 days of confirmed payment. Products will be sent via Royal Mail recorded delivery. Deliveries will need to be signed for.All of our products are graded and condition will be specified in listing. Each product will match the description. The quality of the handset and will be written in the listing and the received handset will match this.

Post Brexit

For exports outside the UK inc. Northern Ireland.
The buyer is responsible for any import duty or VAT liability that may arise.

This is paid by the customer at the point of delivery.

Returns

If a product is found to be faulty or defective within 30 days of purchase, we will offer a replacement or a full refund of the purchase price less any postage costs. The product must be in the original condition in which it was sent and must include an invoice, or any paperwork sent with the item. We will refund the purchase price minus the postage and packaging costs. The buyer is responsible for all postage costs. If you are returning an item, we recommend using an insured method of delivery as we cannot issue refunds for items lost or damaged in transit. We track the IMEI number of each phone, and this will be checked on return of the phone to ensure it is the original phone that has been returned. Please allow 7 working days for us to receive your phone and process your refund.

Any returns that are not faulty or where the buyer changes their mind, there will be a deduction of 7% to cover depreciation and restocking fee along with our initial postage costs.

TERMS AND CONDITIONS

1. OUR CONTRACT AFTER YOU HAVE ORDERED

Once you’re happy everything is correct and you’ve submitted an order, you’ll be given a dispatch email when the invoice is printed at the dispatch stage, next you will receive a tracking number via email.

2. PRICES AND PAYMENTS

All our prices are in UK pounds (any euro prices are converted by Web interpret/ PayPal ex rate who translate all our listings). The total cost of your order will be the price of the products you order, the delivery charge (if any). If you wish to choose a special shipping request such as Saturday guaranteed at our discretion, we can invoice you for this service.

3. DELIVERY AND COLLECTION

All UK orders will be sent VIA royal mail on a 24 working hour service.
All orders will be sent to the delivery address provided when you place your order.
All our items International express shipping sales are delivered by courier (DHL Services) or by Royal Mail if economy is selected Once your order is confirmed, we will endeavor to deliver the goods within the delivery period that applies to the option you have chosen.

4. RETURNS / CANCELLATIONS

Following the Distance Selling Regulations, we will accept items back even if you’ve opened the good to inspect them. You are entitled to a refund as long as you return your goods within 30 working days from delivery. The goods must be in an “as sold” condition along with any accessories or free gifts received with it. Whilst the goods are in your possession you must take reasonable care of them.

5. FAULTY GOODS

We aim to offer a 24 working hour return service, this means of you post your goods to us on Monday morning we aim to have an item on the way back you by Tuesday.
Whilst this is usually possible it is an aim not a guarantee, sometimes we may need a little more time if for example the item isn’t currently in stock.
We do not cover faults caused by accident, neglect, misuse, normal wear and tear by you or any third party, or any alteration or repair carried out without our prior approval. We can however invoice you separately for accidental repairs if pre-arranged.

When you return goods to us:

You must ensure that they are properly and securely packaged and labelled with our address.
Include the return form or a cover note of your name and reason for return.
Items must be returned free of iCloud and/or passcodes.
You are responsible for any damage or loss in transit.
We will require your item back first before a replacement or refund can be issued.
Postage costs can be reimbursed (up to £25 for overseas returns). Postage receipts may be requested via EO messages.

6. MISSING, DAMAGED, OR INCORRECT ORDERS

We do everything we can to ensure your order arrives at your door complete and as described. If you don’t receive your orders when expected, you can check that they have been dispatched using the tracking number we upload to your order.

All of our items are subjectively graded meaning differences of opinion may occur, if this does happen, we are happy to exchange or refund any item within the above legal time scales.

A Grade Items- Excellent condition used mobile little or no scratches, moreover it is not guaranteed to be mark free due to being a used product.

B Grade Items- Minimal Wear very good condition, these items will show marks and scratches which is why they are B Grade.

C Grade Items – Will have some signs of wear to the unit, mainly markings on the back however there could be some on the screen in some cases.

7. WARRANTY

All Phones are supplied with our 3-month Warranty.  Where faulty, goods will be repaired or replaced with goods equal or greater in specification.

All iPads will come with a 3-month warranty. As aforementioned goods will be repaired or replaced with goods equal or greater in specification.

All Smartwatches will come with a 3-month warranty.  Where faulty, goods will be repaired or replaced with goods of equal or greater specification.

All accessories will fall under the Distance Selling Regulations policy.

As above, we do not cover faults caused by accident, neglect, misuse, normal wear and tear, or any alteration or repair carried out without our prior approval.

All warranty on the devices is strictly for consumer use only.  Any company buying for a wholesale purpose is bound by the wholesale terms and conditions and the warranty within this.  All warranty is non-transferable to a new owner.

8. VAT

We operate under the VAT Margin scheme.

The Margin Scheme – All items sold under the Margin Scheme will not have a VAT component on the invoice, therefore no VAT can be reclaimed.

Whilst we make every effort to indicate which VAT scheme the product falls under in the Product Description, if you have strict requirements for a VAT qualifying product please contact us prior to placing your order to confirm.

9. PRIVACY

We don’t share any of your information with 3rd parties. All power up items returned to us iCloud locked will be wiped if the necessary information is provided to us upon request.

10. GENERAL

These Terms and Conditions, and all transactions relating to this website and all non-contractual obligations are governed by English Law and are subject to non-exclusive jurisdiction of the English Courts. We do not accept amendments to these terms and conditions.

EO Distribution Limited; Frederick House, Beam Heath Way, Nantwich, CW5 6PQ; registered in England.

Accepted Faults

  • Screen faults (cracked or more than 2 dead pixels)
  • Earpiece and microphone faults
  • Charging port faults
  • Home button faults
  • WiFi faults
  • Speakers
  • Cameras
  • Blocked
  • Locked (if sold Unlocked)

Not Accepted Faults

  • Headphone jack faults
  • Slow iOS
  • Purchasing a device which is unable to update to the latest iOS
  • Button faults where the button will work 75%+ of the time
  • Battery life below original manufacturers specification. Unless impairs power up and normal functionality.
  • Anything returned pass coded or iCloud locked
  • Pink line around the screen

DEFINITIONS IN THESE TERMS AND CONDITIONS

Weus and our refer to EO Distribution.

You and your refer to the purchaser or any goods from us.

Goods means any goods, products, or services you order from us

Order means an order placed by you with us for the purchase of goods.

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