Sending Stuff Back
I’m sending a phone to you, how should I do this?
If you are sending a phone to us, please ensure it is packaged securely and a suitable postal / carrier service is used, including tracking and insurance cover if required. Regardless of which service you use, you must obtain a valid receipt and proof of posting in case you need to submit a claim with the postal / carrier service you use.
My phone has a technical fault. What do I do?
If it has developed a genuine parts or system fault (i.e. not due to misuse or damage) and it’s within 24 months of delivery, you are fully protected by our parts and labour warranty.
See below how to organise a return.
I’ve damaged my phone, but I do have Mozillion Insurance.
I’ve changed my mind about my phone. Can I return it?
We think you’ll be thrilled with your phone, but if for any reason you’ve changed your mind, you can return it to us for a full refund within 14 days of delivery. Please note, though, that the phone must be in exactly the condition you received it and, therefore, able to pass our rigorous inspection before resale.
How do I send back a faulty or damaged phone?
Please call our Customer Service team to describe the issue. If needed, we will arrange an authorised return. We will send you an email with a return delivery label from DPD or Royal Mail along with full instructions.
Do I have to pay for the courier?
There is no charge if we agree that you have a valid warranty claim, due to a technical failure. But if the return has been caused by accidental damage, we ask you to cover the courier charge, and will advise you of the cost when you call. This will include insurance for your phone while it’s in transit.