Faulty goods
If an item is faulty, not as described or does not meet applicable legal standards, contact us promptly so we can assess the appropriate remedy under UK consumer law.
RETURNS & EXCHANGES
Returns, refunds and exchanges
Your statutory consumer rights are not affected by any voluntary store policy. The route available depends on how the item was purchased and the reason for return.
PLAIN-ENGLISH INFORMATION
What customers should know
We aim to explain the practical information that affects your decision, without hiding important limitations in small print.
Online purchases
Distance-sale cancellation rights may apply to eligible online purchases, subject to legal exceptions and any reduction in value caused by handling beyond what is necessary to inspect the goods.
Change of mind in store
Any voluntary exchange or change-of-mind policy offered for in-store purchases is additional to statutory rights. Keep your receipt and return the item in the required condition.
20,000+customers served
150-pointselected-device inspection*
Qualifiedrepair engineers
12-monthqualifying warranty
Clearpre-sale & repair information
TRANSPARENT LOCAL SUPPORT
Information before the transaction, support after it
Phone Shop Bristol is an independent third-party technology and repair business. We use manufacturer and model names only to identify the devices, parts and accessories customers need; authorised-provider status is not implied.
Repair availability, product stock, condition, delivery, valuation and turnaround can change. For anything time-sensitive or model-specific, confirm the exact details with the Bristol team before travelling or approving work.
DETAILED CUSTOMER INFORMATION
Returns, refunds and exchanges: important details
Plain-English information intended to answer the practical questions customers ask before they buy, book or contact the Bristol team.
Online and in-store purchases are not always treated the same
UK consumer rights can differ depending on whether a purchase was made online, by distance communication or in a physical store. A voluntary change-of-mind policy is separate from statutory rights where goods are faulty, not as described or otherwise covered by consumer law.
Faulty goods and inspection
If a product develops a fault, contact the business with the order or receipt and a clear description of the problem. The item may need inspection before the appropriate remedy is confirmed. New accidental damage, misuse or liquid damage should be described honestly because it can be unrelated to the original sale.
Used-device condition and grading
Cosmetic grade is part of the product description for a pre-owned device. Customers should review the individual listing and photographs where available. A return request should distinguish between expected grade-related wear and a material problem that was not described.
Accessories and compatibility
For cases, chargers, cables and other accessories, confirm model or specification compatibility before ordering. Where a product is supplied correctly but does not fit because the wrong model was selected, the available return route can differ from a faulty-item claim.
How to start a return or exchange request
Keep the receipt/order number, original supplied accessories and packaging where reasonably possible. Contact the team before sending or travelling with an item so the correct store or return route can be confirmed and the issue logged.
Statutory rights are not replaced by store wording
Commercial warranties, voluntary exchanges and store policies sit alongside applicable UK consumer law. The website should not use “no refunds” wording to remove statutory remedies that legally apply to faulty or misdescribed goods.
FAQ
Returns, refunds and exchanges FAQs
Plain-English answers to common questions. Contact the Bristol team if you need help with a specific device, order or repair.
Ask on WhatsAppDo your store policies affect my statutory rights?
No. Voluntary store policies are additional to any rights you have under applicable UK consumer law.
What if a product is faulty?
Contact the team promptly so the fault and the appropriate remedy can be assessed under the applicable legal and warranty terms.
Do online purchases have cancellation rights?
Eligible distance purchases may have cancellation rights subject to legal exceptions and the condition in which goods are returned.
What should I keep when returning an item?
Keep your receipt or order information and retain packaging and included accessories where practical, as these can help the return or assessment process.
NEED HELP?
Speak with the Bristol team
For repair availability, product stock, order support or a device-specific question, call, WhatsApp or choose the correct store booking system.