Last Updated: 15 October 2025

Thank you for shopping with BW Mobiles Ltd, your trusted UK tech store for premium smartphones, smart gadgets, and accessories. We want you to be fully satisfied with every purchase. This Refund & Return Policy outlines your rights under UK consumer law, and provides full details on how returns, exchanges, and refunds are handled at BW Mobiles Ltd.

Please read this policy carefully. By placing an order on our website, you agree to the terms set forth below.

1. Our Promise to You

At BW Mobiles Ltd, we are committed to delivering:

• High-quality products as described
• Excellent customer service and after-sales support
• Hassle-free returns where eligible
• Transparent communication throughout the process

We comply with the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and UK GDPR in handling customer returns and refunds.

2. Legal Right to Cancel (14-Day Cooling-Off Period)

If you are a UK customer buying online, you have the right to cancel your order for most items within 14 calendar days of receiving the goods. This is known as the “cooling-off period.”

Conditions:

• The 14 days start the day after you receive your full order
• You must notify us of your intent to cancel within that timeframe
• Items must be returned unused, in original packaging, and in resaleable condition

This right does not apply to:

• Personalised/customised items
• Sealed goods (e.g. earphones) that were unsealed after delivery for hygiene reasons
• Digital downloads once accessed or downloaded

3. How to Cancel an Order

To cancel an order during the 14-day cooling-off period:

1. Email us at info@bwmobiles.co.uk with the subject line: “Order Cancellation – [Your Order Number]”
2. Include your full name, order number, item(s) you wish to return, and reason (optional)
3. We will confirm your request and issue return instructions within 1 business day
4. Return the product(s) within 14 days of your cancellation notice

4. Return Eligibility

To qualify for a return, the item must:

• Be returned within the relevant timeframe (14 days for cancellation, 30 days for faulty items)
• Be in original packaging with all accessories and manuals
• Be unused or in the same condition as received
• Include proof of purchase (order confirmation or invoice)

We reserve the right to:

• Refuse returns that do not meet these criteria
• Apply a deduction if returned items are damaged, incomplete, or show signs of wear

5. Faulty, Damaged, or Incorrect Items

We thoroughly inspect all items before shipping, but if your item is:

• Faulty (within 30 days of delivery)
• Damaged in transit (reported within 48 hours)
• Incorrect (wrong item received)

Please contact us immediately at info@bwmobiles.co.uk.

We will offer one of the following resolutions:

• A full refund
• A replacement (if available)
• A repair (if applicable and agreed)

Evidence Required:

• Clear photos/videos of the issue
• Description of the fault or damage
• Original order number

We may request the return of the item for inspection before issuing a refund or replacement.

6. Warranty Returns

Some products are covered by a manufacturer’s or in-house warranty (e.g., refurbished smartphones).

Conditions:

• Warranty coverage period will be stated on the product page
• Covers manufacturer defects only
• Does not cover accidental damage, liquid damage, or misuse
• Proof of purchase must be provided

To initiate a warranty return:

• Contact us at info@bwmobiles.co.uk
• Include your order number and full details of the issue

Our team will assist with the return process, inspection, and outcome (repair, replacement, or refund).

7. Items Not Eligible for Return

For hygiene, licensing, and safety reasons, the following items cannot be returned:

• Used or unsealed earphones/headphones
• Opened screen protectors or tempered glass
• Software and digital download products
• Gift cards or promotional vouchers
• Any item showing signs of intentional misuse, water damage, or user damage

8. Return Process – Step-by-Step

Here is how to return a product to BW Mobiles Ltd:

Step 1: Contact Us

• Email info@bwmobiles.co.uk with your order number, reason for return, and any relevant photos

Step 2: Wait for Return Approval

• We will review your request within 1–2 business days and provide return instructions

Step 3: Prepare Your Parcel

• Pack the item securely in its original box with all contents
• Include a copy of your invoice or order confirmation

Step 4: Send to Our Return Address

• BW Mobiles Ltd – Returns Department
  402a Lea Bridge Road
  London, E10 7DY

Step 5: Await Inspection and Outcome

• We’ll inspect the returned item and notify you of the outcome (acceptance, refund, replacement, etc.) within 5 business days

9. Return Shipping Responsibility

If the return is due to:

• Faulty/damaged/incorrect item: We will reimburse reasonable return postage (with receipt)
• Change of mind/cancellation: You are responsible for return shipping costs

We recommend using a tracked and insured postal method. BW Mobiles Ltd is not responsible for lost or untracked returns.

10. Refunds – Timeframe and Method

Approved refunds will be processed using your original payment method.

Refund timeline:

• We aim to issue refunds within 5 business days of receiving and inspecting your return
• Once processed, it may take an additional 3–7 business days for the funds to appear depending on your bank or payment provider

You will receive an email confirmation once your refund has been issued.

11. Exchanges

We may offer exchanges for the same product or a different item of equal value.

• Exchanges are processed after we receive and inspect your returned item
• If the requested replacement is out of stock, you will be offered a refund or an alternative product

To request an exchange, contact us in advance at support@bwmobiles.co.uk.

12. Restocking Fees

We do not typically charge restocking fees for eligible returns. However, we reserve the right to deduct up to 25% of the item’s value in the following cases:

• Product shows signs of use or handling
• Packaging is missing, damaged, or heavily marked
• Accessories/manuals are missing

We will always notify you before applying any deductions.

13. Refund Disputes

If you believe a refund was incorrectly denied or partially refunded:

1. Contact us within 14 days of the decision
2. Provide detailed reasoning and any supporting documentation
3. Our management team will investigate and respond within 5 business days

If unresolved, you may escalate to:

• The UK Trading Standards
• The Consumer Ombudsman
• Alternative Dispute Resolution (ADR) services

14. Promotional Items and Bundles

If your order included a promotional item or bundle:

• The free gift must also be returned (unused) to receive a full refund
• If the gift is kept, its value may be deducted from the total refund
• Bundle returns must include all items to be eligible for full refund

15. Late or Missing Refunds

If you haven’t received your refund:

• First check your bank or PayPal account again
• Then contact your payment provider – processing may take time
• If it’s been more than 10 business days since our confirmation, email support@bwmobiles.co.uk with your order number

16. Business-to-Business (B2B) Returns

Returns for trade, wholesale, or B2B customers differ:

• Returns may be subject to additional restocking fees
• Custom orders are non-refundable
• Return approval is at our discretion
• Consumer legislation (e.g., 14-day cancellation) may not apply

Please review your invoice or contract for full B2B return terms.

17. Contact Information

If you have any questions, please get in touch:

• Email: info@bwmobiles.co.uk
• Phone: +44 7496790140 (Mon–Fri, 9am–5pm)
• Returns Address: BW Mobiles Ltd, 402a Lea Bridge Road, London, E10 7DY

Our friendly support team is here to help with any refund, return, or exchange queries.

18. Policy Updates

We may amend this policy from time to time to reflect changes in law or business practices.

• Changes will be posted on this page with an updated revision date
• Significant changes will be communicated via email or banners

We encourage customers to review this page regularly.