We currently offer free standard delivery on all orders; standard delivery usually takes between 3 and 5 working days. On selected models, we also offer next working day delivery on orders placed before 2pm.

If your order is delayed, please contact our customer service team via email hello@ur.co.uk or alternatively call: 0333 222 6595 and we will provide you with an update.

We use the most efficient and reliable postal services to get your orders to you with couriers such as Royal Mail and DPD.

Once we have dispatched your order you will receive a dispatch confirmation email containing your tracking number. 

You will also receive a confirmation email from the courier chosen in most cases either Royal Mail or DPD, they will keep you updated via email or text message. You can also track your delivery on their app or website by entering your tracking reference:

https://www.royalmail.com/track-your-item

https://track.dpd.co.uk/

Each and every device that passes through our UK-based workshops undergoes tests and checks carried out by our experienced technicians.

Our devices are scored to the strictest diagnostic and grading criteria in the industry to determine their condition.

Good

In good condition, these refurbished phones have been loved and used more visibly. These devices are likely to have light but visible scratches on both body and screen. All our phones have a minimum 80% battery health.

Excellent

In excellent condition, these refurbished phones show little signs of previous use. If there are some micro-surface scratches on the back or screen, these won't be visible beyond 30cm. All our phones have a minimum 80% battery health.

Premium

Our flagship refurbished phones look and feel like new, there's not a screen or body scratch in sight. All our phones have a minimum 80% battery health.

All our refurbished devices come with our standard 12-month warranty when purchased from this site (www.ur.co.uk ).  If your product is reported as faulty after the first 30 days from the purchase date then we will cover either its repair or replacement for a period of 12 months following the purchase date - except for the battery which comes with a month warranty.

Your device is covered for a period of 12 months from the date that you purchased your device except for the battery which comes with a 3-month warranty. This is called the “warranty period”.

If there is a defect or fault with your device during the warranty period, we will repair or replace your device (at our discretion). These are the only remedies available under this warranty and you will not be able to choose whether your device is repaired or replaced. This warranty only applies to consumers and business customers in the UK who have purchased a pre-owned (including second-hand) device directly from our website (www.ur.co.uk )

You cannot benefit from this warranty if you:

• have accidentally or wilfully damaged the operational behaviour of the device; this may be via soft/hard impacts or liquid damage.
• have bought a product other than that identified by its IMEI. Please note all IMEIs are recorded.
• Installed non-authorised, malicious or Beta software.

The warranty only covers your device itself and it does not cover:

• Any accessories that came with your device including, but not limited to, the charger, cable, and case.
• Battery life – our acceptable minimum battery health percentage is 80% of the manufacturer’s original quoted capacity.
• Faults or damage due to normal wear and tear through the use of the product and/or accessories
• Software, even if installed on the device when purchased. Please refer to the licensing agreement which is given in respect of software by the software developer for details of your rights in respect to any software.
• IP67 Rated and Water resistant devices - where a device carries an IP rating, water damage will NOT be covered for any device purchased on our website ( www.ur.co.uk )

If we find that there is a fault or defect and you are covered by this warranty, we will either:

- repair your device using new or used parts;

or

- replace your device with a pre-owned device

We may install system/software updates onto your repaired or replaced device, and you will be unable to revert to an earlier version of the system/software once this has been done.

You will be responsible for reinstalling all software programs (including apps), data and information onto your repaired or replaced device.

Some apps may not be compatible with the system/software update we have installed, and we will not be liable where any of the apps you have downloaded cannot be reloaded onto your repaired or replaced device.

Where we replace your device:

The replacement device will be owned by you, and we will retain the original. You will not be entitled to ask for the original device to be returned to you, and any remaining time left on your 12-month warranty will be transferred to your replacement device, and if there is less than 3 months remaining on the warranty, we will extend the warranty so that you will have 3 months warranty on the replacement device.

Only defects and faults that relate to the materials or our workmanship are covered by this warranty. This means that you cannot claim under this warranty for:

• damage caused by your mishandling or misuse, neglect, negligence, tampering, or unauthorised adjustments (including “jailbreaking”, Non-authorised, Malicious or Beta software)
• accidental damage or any damage caused by liquid, fire, or any other event outside of our control.
• your use of the device contrary to the manufacturer’s user manuals, technical specification, or guidance
• damage caused in the course of any work carried out by third parties or yourself (e.g. where you have your device screen replaced by someone other than us). Authorisation must first be granted should you wish work done by representatives from the manufacturer or Manufacturer Authorised Service Providers. Please note that if you try to, or engage any third party to, carry our repairs or replacements to your device, or open your device, this warranty will be void.
• damage due to usual wear and tear or the natural ageing of your device
• cosmetic damage including, but not limited to, dents, scratches, chips, cracks, or snaps in external plastic on ports.
• any damage to your phone/device protective coating (which is designed to diminish over time)
•  damage caused by the use of the device with any other product (e.g. device speakers)
• loss or theft of your device or any loss or damage to data on your device
• You will not be able to claim under this warranty if the serial number on your device has been removed or if we know, or reasonably believe, your device to be stolen (based on information provided by law enforcement authorities).

To claim on your warranty, please email customer service at hello@ur.co.uk to obtain information on how to return your item.

Please include your original order number, name and contact details.

Choose your handset from our exciting range and upon checkout, we will automatically add our Free Insurance to your chosen device.

A few days after your handset has been delivered, you will receive a Welcome Pack by email from our UK-based insurance Partner – Bastion Insurance.

Your Welcome Pack contains details of your device and the cover provided for it (Your Schedule of Insurance) as well as contact details and what to do in the unfortunate event of a claim.

That’s it – you’re fully insured for your device!

Yes - it is free. We are always looking for ways to add value and give you the most complete premium excperience when you buy from us. Free insurance is for your peace of mind and represents extrordinary value you won't find anywhere else.

Your device will be covered for the following risks:

• Theft
• Accidental Loss
• Accidental Damage
• Liquid Damage
• Malicious Damage
• £150 accessory cover
• Up to 2 claims in any one year

• Deliberate Damage
• Cosmetic damage/wear and tear to the device
• Repairs carried out by unauthorised persons
• Thefts where the device has been left unattended
• Thefts where the device is not concealed when not in use in a public place

Our return policy lasts 30 days and starts from the date of receipt by you. The product will be eligible for return and refund when received by us in the same condition as issued and unused. All accessories issued with the product including any free add-on products must also be returned in the same condition.

To return an item, please email customer service at hello@ur.co.uk to obtain further information on how to start your return.

Please remember to remove the following before returning your device:

• All security and parental locks
• Your SIM cards
• Memory card (if applicable)
• Your iCloud / Samsung / Google account
• Back up and remove any personal data from your device.

Failure to do so will lead to a delay in the processing of your return and/or prevent it from being processed.

There may be occasions where a partial refund may be provided if your returned product does not meet these terms, or your return may be rejected, and your device returned to you. These are evaluated on an order-by-order basis.

There may be occasions where a partial refund may be provided if your returned product does not meet these terms, or your return may be rejected, and your device returned to you. These are evaluated on an order-by-order basis.

Refunds (if applicable, subject to Returns Policy)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges (if applicable)

We replace items only where they have been supplied defective or damaged. If you wish to exchange your product, please contact us within 24hrs of receipt Mon - Fri, 9am-5pm. Email hello@ur.co.uk or alternatively call: 0333 222 6595.

We do not warrant that the quality of any products, services,
information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Removing data from your iPhone device:

1.Sign in to your account.

2.Click on “Find My iPhone”

3.Click on All Devices and then select the device you want to remove.

4.Click on “Remove from Account”

Removing data from your Samsung device:

1 Head into your Settings > Accounts and backup.

2 Select Manage Accounts.

3 Tap on the Google Account you would like to remove.

4 You will then need to select and reconfirm your action by tapping on Remove Account.