FAQ

Q. Why choose us?

Simple. We know our Apple equipment. Having a dedicated Apple repair department in-house enables us to share extensive hardware and software knowledge so that we can select, build and test Apple iPhone handsets for resale.  Our refurbished units are built to the highest quality, using carefully selected, approved supplier iPhone spare parts so you can be sure your next iPhone purchased from us is a quality refurbished product. Refurbished handsets offer better value for money than new handsets and so will not depreciate as quickly.

Q. Who are we?

Based in Admirals Offices, The Historic Dockyard, Chatham Maritime, Medway, Kent. We have a dedicated repair division, spare parts sales service and specialise in the sale of quality, professionally refurbished Apple iPhones.

Q. What does refurbished mean?

We purchase our iPhones from reputable UK sources such as recycling companies and corporate sectors. All of our handsets are checked using the industry-standard Checkmend service. When we receive handsets, we check each unit thoroughly using our tried and tested 25 point diagnostics check, testing all system functions including:

  • battery life
  • charging functionality
  • voice comms
  • WiFi, Bluetooth & GPS connectivity
  • speakers
  • home, power and volume buttons
  • touchscreen
  • front + rear cameras
  • headphone jack
  • vibrate functions
  • USB connectivity

Upon testing, if any function is found to be faulty we replace the failed part. Battery life is tested and if found to be under-performing, we replace with a brand new battery. After replacing defective parts, we then test again until we are satisfied. After passing our rigorous testing procedure, we clean each handset using anti-bacterial solution and placed into secure storage ready for purchasing.

Q. Do we check and replace the battery?

We check each battery over a period of 1-2 days, running rigorous tests ensuring a battery holds a good charge. If we find a battery to be underperforming, we replace and test again. We offer 6 Months FREE battery replacement warranty from the day after you receive your device. This should give you ample time to determine if your battery life is not performing. For further help and tips to increase your battery life, please read our “Getting the most from your battery” guide. Want that extra peace of mind? Simply select “Fit a new battery” when purchasing your iPhone.

Q. How do we grade our iPhones?

This is how we grade our refurbished iPhone handsets:

  • Grade A+: Fully rebuilt with brand new parts, ensuring a finish that is as good as new. Fully tested prior to dispatch.
  • Grade A: Great condition like new with very light scuffs or minor marks if any.  Fully tested prior to dispatch.
  • Grade B: Will exhibit signs of general day to day use or very light marks on rear case or bezel and front glass screen but will have no major damage.  Fully tested prior to dispatch.
  • Grade C: Will exhibit signs of heavier use with heavier marks but will in no way affect the workings. Touchscreen digitiser glass will be in good condition with no cracks. Fully tested prior to dispatch.
  • Grade F: Will have minor operational issues with the handset but will be detailed in the description.

Q. What does SIM FREE / Factory Unlocked mean?

This simply means you can use any network SIM card, either Pay As You Go (PAYG) or a contract SIM card. Our SIM FREE / Factory Unlocked handsets and tablets will work with any SIM card, Worldwide.

Q. I have just purchased an unlocked iPhone but it still locked. What do I do?

Sometimes iPhones sold as unlocked may need “registering” via iTunes. To complete the unlock process, please follow these instructions:

  • Make sure you have the latest version of iTunes installed on your computer.
  • Connect your iPhone (switched on with a locked SIM card) to your computer via a sync cable.
  • Open iTunes.
  • Wait for iTunes to detect the phone.
  • Then disconnect the phone and reconnect it after 10 seconds.
  • Wait for a while, and iTunes will say “Congratulations, your iPhone is now unlocked”.
  • Your iPhone is now unlocked permanently!

Q. Do you unlock phones?

No. We do not have the facility to do so. The best and official way to unlock phones is by your network operator. Most operators charge a small fee for unlocking handsets. Most other repair companies who advertise unlocking services usually perform software unlocks. This fools the phone into thinking it is unlocked. The problem with software unlocks is If new firmware is released for your phone and you update, you will lose your software unlock. Other issues can arise with a software unlock such as GPS issues, booting problems and software bugs. We would not recommend software unlocking.

Q. Will there be an iCloud account attached to any of your refurbished products?

Absolutely not. We ensure all previous data including any iCloud information is securely wiped during our refurbishing process.

Q. Where do our refurbished handsets come from?

Most of our iPhones come from the corporate business environment and have been carefully selected for their quality and reliability. Our reputation for quality refurbished mobile smartphones and tablet devices is renown throughout our sector, so we only use reliable sources. 

Q. How do I know I am buying a legitimate handset?

All of our handsets & tablets are checked with the CheckMEND service.  The CheckMEND system searches datasets that contain more than 50 billion serial numbered items of property and is the most reliable method of ensuring goods are legitimate – a fact supported by its near ubiquitous use in the phone recycling industry to aid in compliance with the Recyclers Code of Practice.

Q. What happens if a device I purchase becomes blacklisted?

We check each handset that we purchase using the CheckMEND service to ensure any reported lost or stolen handsets are not sold. On a rare occasion, a handset should be flagged red by CheckMEND, we offer a 2-year protection policy. We will either replace the handset with a like-for-like device or refund the handset cost at today’s value. We will need the blacklisted handset returned to us before we can start replacement or refund proceedings. You are responsible for any item being returned to us. You will be responsible for return costs and ensure adequate packaging and insurance cover is used.

Q. What is supplied with the handset?

We supply each handset in a secure foam padded or bubble protected box with some FREE accessories:

  • FREE USB charge cable
  • FREE SIM open tool

Q. Does my refurbished product come complete with an Apple box?

Unless otherwise stated in the product description, we do not include or pack refurbished products in the manufacturers original packaging. Instead, we ship with our own secure, protected plain boxes with no indication as to what is inside.

Q. Why does the availability show “Pre-Order”?

Pre-Order means that you are purchasing a handset that is currently not in stock and will be in stock within 3-5 working days.  Your payment will be processed and your handset will be delivered normally within 3-7 working days.

Q. How do I pay for my iPhone?

We accept Bank Transfer (BACS), Debit/VISA/Mastercard/American Express payments via PayPal. We do not take card payment by phone. We never save or store any card details.

  • If payment is not made within 3 working days, your order will be automatically cancelled.

Fraud Prevention:

If an order exceeds £250, we may require documentation to show proof of name and address. These can be sent to us by email, fax or post prior to the dispatch of the order. Details of the IP address are noted at the point of purchase. Credit Card Fraud is considered a serious offence and legal proceedings will be undertaken if any transaction is deemed fraudulent. We reserve the right to decline any order we suspect to be fraudulent. Occasionally the decision will be made not to process an order if further security information has been requested and not obtained. The order will not be processed and any monies will be refunded to the original payment card. The customer will be contacted to be informed of the issue and to attempt re-payment.

Q. Can I specify a different delivery address?

No. Protecting you against credit card fraud is our number one priority. By only shipping to the billing address, we provide an extra layer of security because it makes it harder for a thief to use a stolen credit card on our website. We will only send to your confirmed billing address.

Q. Which courier service do you use?

All orders to UK Mainland including the Channel Islands will be shipped with Royal Mail. Delivery is FREE to any UK Mainland & Channel Island address. All EU orders are charged at £10.00 for the first item. Extra charges apply based on weight. Shipping to the rest of the World starts from £20.00. For all European and International orders, we use Royal Mail International.

Q. Do you ship Worldwide?

Yes. We can ship to any address, Worldwide.

Q. What is the delivery time for International orders?

Royal Mail International target times: 3 working days to Western Europe, 5 working days to Eastern Europe and 7 working days for the rest of the world.

Delivery times are not guaranteed.

Q. How long is the warranty?

We offer a 12-month warranty from the date you receive your order. We fully test each device when we receive stock and also prior to shipping. We urge you to fully test your device upon receiving and in the instance, you may find a fault, you must report and return the defective device within the warranty period. If a fault is found, we may choose to either replace or repair the device. Any faults found outside the warranty period will not be covered either by replacement or warranty repair. Any accidental damage or acts of nature caused to your device including liquid damage will not be covered under warranty and will be subject to additional repair costs or replacement charges. Any device received that has been sent back for warranty repair or replacement and subsequently, no fault is found by our repair department, we will charge additional inspection fee’s (£20.00) and will charge for return delivery. Some of our Apple iPhone handsets may have warranty left with Apple UK. Paperwork indicating the remaining warranty period with Apple UK will be supplied if applicable. Remaining Apple warranty periods range from 1 month to 12 months. Handsets with longest warranty period are supplied on a first-come, first-serve basis.

Q. What if I change my mind and do not want my purchase?

Under the UK Distance Selling Act of 2000 you, the consumer, have the right to cancel your order within 14 working days after the first day you received your item. The 14 working days begin from the first day after you receive your order. To be entitled to cancel the order the item must be unused and in a re-saleable condition and must be returned at your expense. The cost of any loss of product/parts during transit is your responsibility. All monies entitled to be refunded will be credited once the item(s) has been received by us. Refunds are issued by cheque or credited back to your original payment method within 30 days from the date the item(s) are returned. Please enclose your order number, your address and the reason for returning the goods. Please see our Returns Policy & Terms & Conditions for further information.

Q. I’ve made payment for my order but my order status is showing “Payment Assessment – Verifying”.

If your order is showing as “Payment Assessment – Verifying” please do not worry. Our merchant provider has been in touch with us in regards to your payment. Because we work closely with our merchant providers to eliminate fraud, we are sometimes asked to hold shipping until the payment has been verified and that a fraudulent transaction has not been made. If you make payment with a card that has been issued outside of the UK, your billing address and or postcode are not matched, you have not entered your CCV or security code, your phone number has not been matched with your card this may be flagged as fraudulent. This will cause a delay to your order and your order may not be fulfilled. If you want to continue with your order, we will contact you to make payment by Bank Transfer.

Q. I’ve accidentally damaged my iPhone. Can you fix it?

Yes. We operate a repair facility in-house so all repairs are completed to our meticulously high standard. Repair prices are available upon request. We offer a screen protection cover so if you accidentally break your iPhone screen, we will replace the screen and send back to you at no extra costs. Simply select the level of cover you need when buying your iPhone.

Scroll to Top