Refund and Returns Policy

Last Updated: October 2025

At Jave Phones Ltd UK, we take pride in offering a seamless shopping experience backed by premium Apple products and exceptional customer care. We understand that there may be instances when you wish to return a product, seek a refund, or report an issue. This Refund & Return Policy outlines all your rights, our obligations, and the proper procedure for handling returns and refunds in accordance with the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and other applicable UK consumer laws and trading standards.

We are dedicated to transparency, trust, and your total satisfaction, and this policy serves as a comprehensive guide to help you navigate all refund and return scenarios.

Your Right to Cancel

Under UK law, you have a 14-day cooling-off period where you can cancel your order for any reason. This applies to most items purchased online, giving you peace of mind when shopping from Jave Phones Ltd UK.

• The cancellation period starts the day after your order is delivered.
• You must email us at returns@javephones.co.uk to notify us of your cancellation.
• Once cancellation is requested, you have 14 calendar days to return the goods to us.
• We will refund you the item value plus the basic shipping charge (excluding upgrades like next-day delivery).

Extended Return Window During Holidays

To support our customers during the festive season, we offer an extended return period:

• Purchases made between 15 November and 31 December can be returned until 15 January.
• All standard return conditions apply.

Eligibility Criteria for Returns

To ensure a smooth return experience, your item must meet the following conditions:

• Be unused and in pristine, sellable condition
• Be returned with all original packaging, including manuals, inserts, stickers, protective films, and accessories
• Not be activated, registered, or linked to an Apple ID or iCloud account
• Have a matching serial number or IMEI to our dispatch records
• Show no signs of physical damage, liquid exposure, or tampering

We reserve the right to inspect and verify the condition of all returned items before issuing a refund.

Non-Returnable and Exempt Items

Some items cannot be returned due to hygiene, safety, or customisation reasons:

• Unsealed AirPods, earbuds, or other personal audio devices
• Opened software, games, or digital content
• Personalised or custom-built Apple devices
• Refurbished clearance items marked as “non-returnable”
• Vouchers, gift cards, or downloadable codes

These items are exempt from cancellation and refund unless they arrive damaged or faulty.

How to Initiate a Return

Our step-by-step return process is simple:

1. Contact us via email at returns@javephones.co.uk
2. Include your:
   • Full name
   • Order number
   • Reason for return
   • Photos of the item (if applicable)
3. Wait for return approval and instructions
4. Package the item securely and send it via tracked shipping

We aim to respond to all return queries within 1 business day.

Return Packaging Guidelines

Please ensure your item is:

• Protected against movement inside the parcel
• Sealed properly to prevent damage or tampering
• Returned in a box appropriate for its value and size

Returns with damaged or incomplete packaging may incur restocking fees or be refused altogether.

Return Shipping & Responsibility

Unless the return is due to a fault or our error:

• You are responsible for the return postage costs
• You must use a tracked and insured shipping method (required for items above £300)
• Proof of posting and tracking number must be retained until the refund is confirmed

We will provide the designated return address once your return is approved.

Refund Timeline and Method

Refunds are issued promptly once the item passes inspection:

• Inspection Time: 1–3 working days after we receive the parcel
• Refund Processing: 5–7 working days
• Refund Method: Same payment method used during purchase

Depending on your card issuer or bank, it may take a few additional days for the funds to reflect.

Partial Refunds and Restocking Fees

Partial refunds or restocking fees (up to 15%) may apply if:

• The item shows signs of use or handling
• Original packaging is missing or damaged
• The return is received outside the stated timeframe

We strive to assess returns fairly and transparently.

Late or Missing Refunds

If you haven’t received a refund after 10 business days:

1. Check your bank or PayPal account again
2. Contact your payment provider for processing status
3. Reach out to our team at support@javephones.co.uk

We will provide a refund reference or ARN (Acquirer Reference Number) if needed.

Exchange Policy

We currently do not facilitate direct exchanges. If you wish to receive a different item:

1. Return the original product for a refund
2. Place a new order for the desired product

This ensures quicker processing and avoids delays.

Faulty, Damaged or Incorrect Products

If your order arrives with:

• A manufacturer’s defect
• Damage from transit
• The wrong item was sent by mistake

Please report it within 48 hours of delivery by email, including:

• Order number
• Clear photos or videos showing the issue

We will arrange:

• A prepaid return label
• A replacement item
• Or a full refund (your choice)

Refunds for Lost Orders

If your item has not arrived:

• After 7 working days (standard shipping), or
• After 3 working days (express shipping)

Contact us immediately to investigate with the courier. If confirmed lost, we will offer:

• A replacement (subject to stock)
• Or a full refund

We cannot offer compensation for delays caused by incorrect addresses provided by the customer.

Warranty-Based Returns

Apple products come with a standard 12-month manufacturer’s warranty. For warranty-based returns:

• Contact Apple Support directly, or
• Reach out to us to help initiate the process

We do not cover accidental damage, battery depletion, or unauthorised repairs.

If warranty repairs are unsuccessful, and the item qualifies, we may arrange a replacement or refund.

Returns for Promotional Bundles

When purchasing items as part of a bundle or promotion:

• The entire bundle must be returned for a full refund
• If any part is missing or retained, its full retail value will be deducted from your refund
• Promotional discounts cannot be reapplied to a future order

Disputes, Chargebacks & Fraudulent Claims

If you disagree with our refund decision, please contact our dispute resolution team at support@javephones.co.uk.

We take fraudulent activity seriously. We reserve the right to:

• Block or blacklist suspicious accounts
• Report false claims to your bank or payment processor
• Notify Action Fraud UK for further investigation

Changes to This Policy

Jave Phones Ltd reserves the right to amend this Refund & Return Policy without prior notice. Reasons may include:

• Legal or regulatory changes
• Improvements to our customer service processes
• Clarification of terms and procedures

Changes will be posted on this page with a new effective date.

Customer Support Contact Information

Have questions or need help? Our customer care team is here to support you every step of the way:

• Returns Email: returns@javephones.co.uk
• General Support: support@javephones.co.uk
• Return Address: 13 Dane Terrace, Rowley Regis, England, B65 9DY.

Our business hours are Monday–Friday, 9:00 AM–5:00 PM (excluding bank holidays).

Thank you for shopping with Jave Phones Ltd UK – your trusted online Apple retailer in the UK.

We appreciate your business and aim to make your experience safe, fair, and satisfying.