Terms and Conditions

Please read these terms and conditions carefully before sending us your device(s) or buying device(s). You should understand that by submitting an order, you agree to be bound by these terms and conditions.

When selling a device(s), we recommend you take note of your IMEI number in case there is a problem with your order. Your IMEI number can be found at the back of your phone/device under the battery or by typing in *#06#

About us

The mobile phone/device sale/purchase and recycling process is provided by SK TES Consumer Solutions, a company registered in England and Wales:

Company number: 8692717
VAT number: 173140925GB
Registered office:
SK TES Consumer Solutions Limited
Blakeney Way
Kingswood Lakeside
Cannock
England
WS11 8JD



We use the trade names “envirofone” and “envirofone shop” and “envirofone.com”.

SECTION 1 - SELLING A DEVICE TO US

Your device

Each device sold by you should match the make and model stated when registering your order and meet the following conditions:

1. The device must turn on and off.

2. The device must be fully functional and complete.

3. The battery must be included.

4. The device must not be crushed or liquid-damaged.

5. The device must be original and meet the manufacturer's original specifications.

Grading phone's/device's

No device is ever the same so grading does vary from model to model, depending on the damage and condition.

To receive the full indicative value for your mobile phone/device, it must power-up (turn on) and be in full working condition (meaning that all features must be in good working order) and must not have significant damage (although may have some mild cosmetic damage i.e. general minor wear and tear).

By way of example only, damage classed as significant includes broken or cracked LCD screens; camera function not working or camera damage; buttons missing from the mobile phone/device or other keypad damage; deep scratches or dents; snapped hinges; charger port not working; microphone damage; earpiece damage; cracked backs; missing parts; no power on; touch screen faults; cracked or damaged screens; or software which is faulty or defective. Mobile phones/devices must have batteries enclosed within the mobile phone/device casing; not be barred; PIN locked or water damaged; appear in our online guide; be of UK specification; and not be reported lost or stolen. The list is not exhaustive. When we inspect or test your mobile phone/device, we will not pay as much as the original, indicative value if we find that your mobile phone/device does not comply with all these conditions.

Mobile phones/devices not listed on our website will be automatically recycled where possible, subject to these Terms. Such mobile phones/devices cannot be returned under any circumstances. Please ensure you are happy to send such mobile phones/devices to us for recycling only. You will not receive any payment for such mobile phones/devices. We accept the return of mobile phone/device boxes, battery chargers and mobile phone/device accessories but they do not increase mobile phone/device value and will not be returned if requested.

Do not include more than two mobile phones/devices in one package. If you have registered as sending more than two mobile phones/devices you will be issued with the required amount of packages. Please use the packaging and the label in your sales pack, if you require an additional sales pack please call customer services on 0333 321 3441.

Grading for gadgets is more specific and items should be in good condition to receive a payment. In some instances, depending on item type, we won't offer a reduction and we will simply be unable to make a payment for it.

Other damage - for ad hoc damage and anything which affects our ability to refurbish or recycle your order there will be a reduction in price to reflect this damage. In these cases Envirofone.com will have the final decision on all device values.

By submitting an order through our site you warrant that the device(s) comply with these terms.

If you have a PIN or Password on any of your items you should remove this before sending.

Please remove any Network, eSIM, Apple iCloud, Google or Brand specific accounts, as well as your Password.

Pricing

Prices offered on our website are subject to change at any time without notice. Mobile phone/device values may change from day to day which means that if you check the value of your mobile phone/device on any given day but do not place a sales order, you may be given a different value for the same mobile phone/device at a later time. This does not affect any other provisions in these terms and conditions.

Any special offers on mobile phone/device values are subject to particular terms which we may impose and may be varied or withdrawn at any time and without notice. Values are shown and payments are made in pounds sterling. Each mobile phone/device is processed separately even if included in a multiple mobile phone/device sales order.

When your order has been placed, the prices quoted are guaranteed for 14 days. If your phone/device is received after 14 days from the order placed date the updated, current prices will apply.

Envirofone.com will have the final decision on all device values.

Testing for incorrect information

We test each mobile phone/device for compliance with our terms and conditions. We also check that the mobile phone/device is not red flagged (see below) according to CheckMEND details. Tests are carried out prior to and are the conditions for, payment. We may stipulate additional tests as we reasonably determine.

As mobile phones/devices can look similar, customers sometimes incorrectly identify them. If we find that the model you send is not as referred to in your sales order, we will email a value for the actual mobile phone/device, confirming the model.

We also test the device for the network it is locked to. In some cases your device will receive a reduction if you have selected the incorrect network referred in your sales order.

You can choose to continue the sale for the revised value or decline it. If you decline it, we will return the mobile phone/device. The sale will not progress and our contract with you will terminate. To accept or decline a revised value, log on to your account where you will be given the revised value and be asked to either proceed or decline the revised value. If you do not respond within 3 (three) days, starting on the day on which we email the revised value, we will automatically process your sale after that time, using the new price. If you have queries about how models are identified, contact customer services (details below).

Testing for damage

Where possible, we offer value for a damaged mobile phone/device but we are not obliged to do so nor purchase any damaged mobile phone/device.

If we determine your mobile phone/device is damaged, we may, at our discretion, pay for the damaged mobile phone/device but the value will be as indicated on our website. We will value the damaged mobile phone/device to take account of the damage and send a revised value by email.

In some cases, values will be zero if mobile phones/devices are beyond economical repair or have multiple faults (e.g. water damage and cracked LCD screen).

A revised value will only be given once the mobile phone/device has been tested or inspected. You can decide whether to continue with the revised value sale or whether to decline it in which case, we will return your mobile phone/device within 14 days, the sale will not continue and our contract with you will terminate.

To accept or decline a revised value, log on to your account where you will be given the revised value and asked to either proceed with the sale or decline the revised value. If you do not respond within 3 (three) days, starting on the day on which we email the revised value, we will automatically process your mobile phone/device sale at the revised value, after that time your device will not be returned.

All devices which are returned will have been securely data wiped, This will include removal of operating systems for Macbooks and Laptops.

Mobile phones/devices in pieces or parts or mobile phones/devices which have no value will not be returned and we will recycle them.

Red Flagged mobile phones/devices

We will check the status of all mobile phones/devices received against the National CheckMEND database (using the unique IMEI number).

If your mobile phone/device is found to have a red flag by CheckMEND, it must be quarantined for 28 days whilst its status is reviewed. The mobile phone/device will have a red flag if it has been registered as lost, stolen or barred/blocked on the CheckMEND database.

If you are advised that your mobile phone/device has a red flag against it you will need to contact CheckMEND in order to review the status of your mobile phone/device. You will be advised of the procedure required by email from us. The purpose of the quarantine period is to allow the rightful owner the opportunity to have the red flag removed in order that the mobile phone/device can be processed appropriately.

If, during the quarantine period the red flag is removed, your mobile phone/device will be processed and paid for in accordance with these terms and conditions and will not be returned.

However, if after the quarantine period has expired the red flag has not been removed then we are required by law to dispose of it and you will not receive any payment. UK legislation states that we cannot under any circumstances return the mobile phone/device during this 28 day period unless the red flag has been removed.

If we become aware of any issues you will be required to co-operate with the authorities and we reserve the right to withhold or cancel the payment.

“Activation Locked” devices

If we receive a device with the “Activation Lock” still activated and you do not respond within 3 (three) days, starting on the day on which we email you the “Activation Lock” notification, we will revise the price to 10% of the full price. You can choose to accept the revised value or decline it. If you decline, we will return the device, the sale will not progress and our agreement will terminate. To accept or decline a revised value, log on to “my account”.

Payments

When we receive your order, we will check that it is complete, and that it meets our terms and conditions. Providing it does, we will send payment by your chosen method within 5 working days.

Under no circumstances will payment be dispatched before we receive and process your mobile phone/device.

If you have selected same day (faster) payment, we will pay by faster payment transfer directly into your account on the same day we process your device, subject to your device(s) being processed before 1pm on a working day and there being no amendment to your original valuation (in which case we will contact you outlining your further options).

If your payment date falls on a weekend or public holiday payment will be made on the next working day. If your bank account does not accept faster payments, a BACs payment will be automatically made.

Payment is in accordance with the method you select in the sales order process. The possible payment methods are cheque, BACS payment or EnviroCash. Once you select a method for a particular sales order, you may choose any alternative payment option up until the process payment date. Once the payment has been processed it is no longer changeable.

Payment processing depends on third parties which we do not control. For payment by retail vouchers or cheque, this involves a postal service and for BACS payments, a bank. We will not be liable for delay in your receipt of payment as a result of third party action or inaction.

If you have selected EnviroCash, we credit your online Envirofone account on the same day we process your device, subject to your device(s) being processed before 1pm on a working day and there being no amendment to your original valuation (in which case we will contact you outlining your further options).

Envirocash

Redemption
Envirocash may only be redeemed toward the purchase of eligible products on shop.envirofone.com. Purchases are deducted from the redeemer's Envirocash balance. Any unused balance will be placed in the redeemer's Envirofone account. If a purchase exceeds the redeemer's Envirocash balance, the remaining amount must be paid with another payment method. To view your Envirocash balance, visit Your Account on Envirofone.com. No fees apply to Envirocash.

Limitation
Envirocash, including any unused Envirocash balances, expire one year from the date of issuance. Unused Envirocash balances in an Envirofone.com account may not be transferred to another Envirofone.com account.

Limitation of Liability
WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO ENVIROCASH, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IF APPLICABLE LAW DOES NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.

General Terms
The Envirofone terms and conditions apply. Envirocash is issued by Stock Must Go Ltd a UK registered company. When you redeem Envirocash, you agree that any disputes or claims arising out of or in connection with the redemption will be governed by the laws of England. We reserve the right to change these terms and conditions from time to time in our discretion. All terms and conditions are applicable to the extent permitted by law.

Bacs payment

We aim to issue payment within 5 working days of the day on which your mobile phone/device is tested and confirmed to meet our terms and conditions where valuations do not change; or within 5 working days of the expiry of the three day period referred to above (see Testing sections above) where a mobile phone/device value does change. Timescales are indicative only and we do not guarantee to meet them.

We are advised by the banks that customers should allow 3-5 working days to receive payment.

We may send payment for each mobile phone/device separately.

Payments are also subject to validation and security checks which we or third parties may stipulate from time to time.

All valuations include VAT (or other applicable tax) at the prevailing rate.

Please Note: We will not be liable if you fail to receive a payment or suffer a loss (including, without limitation, if a payment is sent to an incorrect account) as a result of your failure to input all payment and other details correctly, completely and accurately. Payment can only be made to the name, address, payment and account details provided upon registration and incorrect details may result in delay or non-payment.

Postage and returns

You send your mobile phone/device to us at your own risk.

Please note: Royal Mail recently introduced new guidelines regarding shipping products containing lithium batteries. To find out more information about sending lithium batteries via Royal Mail please ask at the post office or visit the Royal Mail website, www.royalmail.com.

We will send you a reminder by email if we have still not received your mobile phone/device within 7 & 14 days of your sales pack order. We will not be liable if the mobile phone/device is subject to loss or damage before receipt at our warehouse. Equally, if for any reason your mobile phone/device is returned to you, you retain responsibility for risk in the mobile phone/device and we shall not be responsible for any damage in transit.

We do not receive deliveries on weekends and bank holidays. We strongly recommend that you pack the mobile phone/device carefully to minimise risk of damage. The prepaid pack does not guarantee that the mobile phone/device will be received in the same condition as sent.

The packs which we provide for orders are standard priority return packs.

You must take the pack to the Post Office and hand it in at a counter where you will receive a 13 digit tracking number and receipt of postage. On information on how to make a claim please see the Royal Mail website.

If your mobile phone/device is lost in the post we will advise you how you might claim against the Royal Mail but we cannot guarantee this to be successful.

If we receive a damaged package, the package and mobile phone/device (if we received it) will be returned to you so that you may claim for the loss directly from Royal Mail if you wish. By sending the package back to you we do not guarantee that the claim will be successful and we will not have any liability for any claims which are refused by external parties. For more information about making claims with Royal Mail, please visit www.royalmail.com. This information is provided for your information only.

If we return your mobile phone/device, we use Royal Mail second class delivery at our cost. If Royal Mail cannot deliver the mobile phone/device, we will ask them to return it to our Head Office, Envirofone, Blakeney Way, Kingswood Lakeside, Cannock, WS11 8JD and we will contact you by email to check your address. Once we receive confirmation that the address is correct we will resend the mobile phone/device. If a mobile phone/device is returned to us for a second time or if we have emailed you and we do not receive a response within 14 days, we will treat the mobile phone/device as our property, retain it and process the sale and will send you payment at the revised mobile phone/device value that applies on the date of the second return receipt by us or the fourteenth day after we have emailed you.

The packaging we provide you can carry a maximum of 2 mobile phones. The package must be taken to the Post Office or Post Office counter. We recommend that you wrap the phone(s) in a thin layer of cushioning. If you choose to use your own packaging, you must pack the mobile phone/device in a strong rigid container e.g. a cardboard box, encased in a material which prevents movement in transit e.g bubblewrap. Regardless of whether you are sending your mobile phone in one of our freepost packages or via our free Tracked 24, Royal Mail regulations state that you must: pack the phone in a strong, rigid package, ensure that it cannot move or be turned on during transit.

The package must be sent via Royal Mail tracked or if you are sending high value items we recommend sending via Royal Mail Tracked 24 (at your own cost). Take your package to the Post Office and get your proof of postage and tracking number. The tracking number insures your phone for up to £150, plus you can track your package online at www.royalmail.com. Please note: the pack will be tracked online to our local delivery office. It will then appear as “delivered” on the Royal Mail system, but this means delivered to our local delivery office. From there it can take 1-2 days to arrive with us and will not be tracked directly to our premises. Once we receive it, we'll send you an email.

PLEASE ENSURE THAT YOU ARE HAPPY TO SEND THE DEVICE TO US AND THAT IT IS WITHIN YOUR RIGHTS TO DO SO.

Consumers

By placing an order through our site, you warrant that:

1. You are resident in Great Britain or Northern Ireland;

2. You are accessing our site from that country;

3. You are legally capable of entering into a binding contract;

4. By submitting an orderwith Envirofone.com you agree to creating an account with Envirofone.com unless you've told us otherwise by selecting the appropriate option on the order form.

5. You are at least 18 years old; or

6. If you are under 18 years of age, that you have obtained your parent's or guardian's consent to sell your device to us for the sum indicated via our website.

You and your parents or guardians release us of any liabilities or claims that may arise if you send the phone/device to us in breach of this warranty. If you deal as a consumer any provision of this contract which is of no effect to a consumer shall not apply. Your statutory rights are not affected by this contract. For the purposes of these terms and conditions, “consumer” means an individual who neither makes this contract in the course of a business, nor holds himself out as doing so, as defined by the Unfair Contract Terms Act 1977.

Please note:

1. You are responsible for cancelling any airtime contract linked to each handset. We are not responsible for any call costs arising before, or after, receipt of your handset, or arising from any other circumstances whatsoever.

2. Please remove SIM cards before sending us your mobile. Any SIM cards received by us will be destroyed, and so obviously cannot be returned. (We will dispose of them appropriately.) We accept no liability in the event that any phone/device that has been sent with its SIM card is lost and charges are then incurred. You shall continue to be responsible for such charges.

3. Please ensure all personal data is removed from devices before sending them to Envirofone.com. This includes but is not limited to all personal details, SMS, photos, videos, games, songs or other data. Envirofone.com will not accept responsibility for the security, protection, confidentiality or use of such data. By sending your device to us you agree to release us from all and any losses, claims or damages with respect to the data enclosed or stored therein or on any media used in conjunction with the device.

4. To delete data from your iPhone please follow the instructions below:

1. From standby select Menu > Settings > General > Reset

2. Select Erase All Content and Settings

3. Press Erase iPhone

4. Press Erase iPhone

Handset will switch off and restart. This may take several minutes. Please do not switch handset off during reset.

Selling - How the Contract Is Formed Between You And Us

Our site is only intended for use by people registered with us and resident in the UK. At our complete discretion we may accept or reject orders from people outside of these territories.

During the online process, you will be asked to agree to these terms and conditions. You must read them carefully as they form the contract between us and you and you will be bound by them. If and when you agree to them, we will then send a confirmation that we have received your sales pack request. The contract between us is formed when we send that confirmation to you . Any terms or conditions referred to in a sales order by you, anywhere or at any time, have no effect. Any variation to these terms and conditions must be confirmed in writing by us. If you do not agree to our terms and conditions, we will not progress your trade.

A full explanation about how to place an order is in the FAQ section of our website.

The contract between you and us is binding on you and us and on our respective successors and assigns. You may not transfer, assign, charge or otherwise dispose of a contract, or any of your rights or obligations arising under it, without our prior written consent We may transfer, assign, charge, sub-contract or otherwise dispose of a contract, or any of our rights or obligations arising under it, at any time during the term of the contract.

Cooling off Period

You may cancel the contract with us at any time up to the time when you send us the device (“cooling-off period”), providing:

1. the contract was negotiated and concluded exclusively by means of distance communication (including, but not limited to, telephone, letter, fax or email); and

2. you are a natural person acting outside the purposes of any business.

When cancelling during the cooling-off period, you need not give us any reason for cancelling the contract, nor will you have to pay any administration charges.

We begin to undertake activity and perform services to fulfil our contract when we receive your mobile phone/device. Therefore, we will not return your mobile phone/device and you will not be able to cancel the contract once we receive your mobile phone/device except as provided in these terms and conditions.

By sending your mobile phone/device, you agree that we may begin work immediately in order to deal with your mobile phone/device sale, which may affect cancellation rights and that once you send a mobile phone/device to us, your cooling off rights will no longer apply.

We will however return your mobile phone/device if, when we receive it, we find that it has a lesser value than originally stated such that we revise the value and you confirm that you do not wish to sell your mobile phone/device. These rights are explained in the sections above.

To exercise your cooling off rights, please tell us in writing (including email but not telephone) that you want to do so within the cooling-off period. Our customer service details are set out at the end of these terms and conditions.

If you inform us during the cooling-off period that you no longer wish to send your mobile phone/device, we will remove your sales order from our system so that we know you will not be sending your mobile phone/device and so that you are removed from our reminder system. In those circumstances, you will not be entitled to any payment from us whatsoever.

Our Liability And Risk

If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.

We only supply our services and purchase or recycle mobile phones/devices for consumers and we have no liability to you for any loss of profit, loss of business, business interruption, loss of business opportunity, loss of data; loss of use of money; losses which you incur as a result of a failure by you to comply with your obligations under these terms and conditions, including without limitation, third party charges which are raised for your account as a result of a failure to adhere to your obligations regarding removal of SIM cards and other data..

We do not exclude or limit in any way our liability for:

• death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors;
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); and
• breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples).
• You must own all rights, title and interests in any device(s) that you send to us. Ownership of the device(s) will only pass to us when we receive the devices, in accordance with these terms and conditions, and we have dispatched payment to you. Mobile phones/devices will remain at your risk until we have issued payment for the mobile phone/device.

SECTION 2 - Shop.envirofone - BUYING A DEVICE FROM US

GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including payment information/ credit card etc), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

How the Contract Is Formed Between You And Us

Our site is only intended for use by people registered with us and resident in the UK. At our complete discretion we may accept or reject orders from people outside of these territories.

After you place an order with us online, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted

We will confirm our acceptance to you by sending you an e-mail that confirms that the products have been dispatched (Dispatch Confirmation). The Contract between us will be formed when we send you the Dispatch Confirmation.

If we are unable to supply you products, for example because those products are no longer available or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, we will refund you the full amount as soon as possible.

In the event that an order is refunded we will not accept any liability for any bank charges which may have been incurred.

A full explanation about how to place an order is in the FAQ section of our website.

The contract between you and us is binding on you and us and on our respective successors and assigns. You may not transfer, assign, charge or otherwise dispose of a contract, or any of your rights or obligations arising under it, without our prior written consent We may transfer, assign, charge, sub-contract or otherwise dispose of a contract, or any of our rights or obligations arising under it, at any time during the term of the contract.

Returns Policy

Mobile phones and tablet returns

Our return policy lasts 30 days and the product will be eligible for return and refund where received by us in the same condition as issued. If you wish to return your product within the 30-day period, please go to the Return My Item section of our website and follow the process or alternatively call: 0333 999 0951

Where there is only 4 days left of said period you will have 5 working days to return the unit/s to us once we have been notified. Units will not be liable for return outside of this period. Where a product has been either damaged or has software encryption it will not be eligible.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

You are responsible for:

• Making regular back-up copies of the information, personal data, software and other content on your phone/device to protect the content against potential operational failures. You should make a back-up before you send your phone/device to us under this warranty as your phone/device may be erased, replaced, and/or reformatted in the course of our services under this warranty.
• Removing all personal data from your phone/device before sending it to us.
• Disabling all security passwords on your phone/device before sending it to us and downloading or reinstalling all software programs (including apps), data and information back onto your phone/device once it has been repaired or replaced.
• Prior to you returning your iPhone to us, please make sure that Find My Phone has been erased from your iCloud or Google account.

You can check to see if your Find My Phone activation lock is active via https://support.apple.com/en-gb/HT201351 by entering your phone/device IMEI. Once you have completed this, it is really important that you do not reactivate the Find My iPhone lock. Failure to do so will lead to a delay in the processing of your claim under this warranty and/or prevent it from being processed and may result in none refund or your phone/device being returned to you without repair or replacement.

There may be occasions where a partial refund may be provided if your returned product does not meet these terms. These are evaluated on an order-by-order basis.

SIM ONLY card returns

The return policy for SIM ONLY cards is 14 days. The SIM ONLY card can be returned providing the SIM ONLY card has not been activated and removed from its packaging.

When a phone or tablet is returned it is not a requirement to return the SIM card back with the gadget. The SIM ONLY card must be removed from the device before sending back to us.

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.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Following this contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at shopreturns@envirofone.com or call 0333 999 0951.

Change of Mind

You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods.

Please contact us within this 14 day period on the following: shopreturns@envirofone.com or call 0333 999 0951

You then have a further 14 days by which we need to receive the goods.

Envirofone will not bear the carriage cost of unwanted items and you will only be eligible for full refund where the goods are received by us in the same condition as issued.

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. Please go to the Return My Item section of our website and follow the process or alternatively call: 0333 999 0951

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.

International delivery

Unfortunately, we do not deliver to addresses outside the UK.

You may place an order for products from outside the UK and EU, but this order must be for delivery to an address in the UK and EU and you will be subject to a delivery fee

Warranty

If your product is reported as faulty after the 30 day period we will cover either its repair or replacement for a period of 1 year following the purchase date.

Warranty Cover

Your phone/device is covered against defects in materials and workmanship when used in accordance with the manufacturers user manual, technical specifications and any other manufacturer guidance released from time to time, for a period of 12 months from the date that you purchased your phone/device with the exception of the battery which comes with a 3 month warranty. This is called the “warranty period”.

If there is a defect or fault with your phone/device during the warranty period, we will repair or replace your phone/device (at our discretion). These are the only remedies available under this warranty and you will not be able to choose whether your phone/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) phone/device directly from Envirofone .

You cannot benefit from this warranty if you:

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

If you have bought a brand-new phone/device you may benefit from your manufacturers 12-month warranty.

Please note all IMEI's are recorded. The warranty only covers your phone/device itself and it does not cover:

• any accessories that came with your phone/device including, but not limited to, the charger and headphones;
• Software, even if installed on the phone/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 resistance devices - where a device carries an IP rating, water damage will NOT be covered for any device purchased on Envirofone

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

a. repair your phone/device using new or used parts that are equivalent to new in functionality and performance; or

b. replace your phone/device with a pre-owned phone/device that is at least equivalent to the quality and functionality of your original phone/device .

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

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

e. 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 new or repaired phone/device.

Where we replace your phone/device :

The replacement phone/device will be owned by you and we will retain the original. You will not be entitled to ask for the original phone/device to be returned to you; and any remaining time left on your 12 month warranty will be transferred to your replacement phone/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 phone/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 phone/device contrary to the manufacturers 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 phone/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 phone/device , or open your phone/device , this warranty will be void;
• damage due to usual wear and tear or the natural ageing of your phone/device ;
• cosmetic damage including, but not limited to, dents, scratches, chips, cracks, or snaps in external plastic on ports;
• any damage to your phones/devices protective coating (which is designed to diminish over time);
• damage caused by use of the phone/device with any other product (e.g. phone/device speakers);
• loss or theft of your phone/device ; or any loss or damage to data on your phone/device .

You will not be able to claim under this warranty if the serial number on your phone/device has been removed or if we know, or reasonably believe, your phone/device to be stolen (based on information provided by law enforcement authorities).

How to Claim on your warranty

Please go to the Return My Item section of our website and follow the online process to download your returns label via the Royal Mail or DPD.

You must adhere to the instructions below when you return your device:

• Devices must be packaged sufficiently for transit and if the appropriate packing is not used then you would be held responsible for any damage in transit etc.
• Ensure that the label is securely fastened to the parcel and that the barcode is not obscured by tape. The barcode is crucial in getting the goods back.
• There is a 14-day claim period, customers must contact Envirofone within this period with a query in order for this to be processed.
• Customers will be given a receipt from the shop when the goods are dropped off, therefore this must keep as proof of dispatch.
• The maximum amount that can be claimed for any device is £150. If your device is high value we would recommend sending this via special delivery.

A confirmation email will be sent to you when received. Once it has been received, and verified it is covered by this warranty your phone/device will be repaired or replaced and shipped to you within 5 working days of receipt, subject to Returns Policy. If the fault or damage is not covered by this warranty we shall contact you and make arrangements to return the phone/device to you. We reserve the right to charge you for the carriage if the fault or damage is not covered by warranty.

Price of products and delivery charges

The prices of the products will be as quoted on our site.

Prices for our products may change, but changes will not affect any order which we have confirmed with a Dispatch Confirmation.

The price of the products includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.

The price of the products does not include delivery charges. Our delivery charges are as quoted on our site from time to time.

It is always possible that, despite our reasonable efforts, some of the products on our site may be incorrectly priced.

If we discover an incorrect price we will inform you and will give you the option of continuing with your order on the basis of the correct information or cancelling the order. We will not process your order until we have your instructions. If we are unable to contact you, we will treat the order as cancelled and notify you in writing.

Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.

SIM ONLY

A SIM ONLY contract is a type of contract that doesn't include getting a free phone/device. The SIM will include a monthly allowance of minutes, texts and data with other network benefits included if these are highlighted in the contract.

Once the SIM is activated it's permanently locked to that network, though not locked to a particular type of phone/device .

Activation

Once the SIM ONLY card is received, it must be activated through the activation portal.

Purchasing options

The option will be provided to purchase a SIM ONLY card without having to purchase a phone or tablet.

The option is provided to choose the desired network, which will be added to the contract.

Many of the smaller networks are running on the main networks infrastructure. A few examples of these are GiffGaff run on the O2 network, FreedomPop run on the Three network and Plusnet run on the EE network.

With all networks a 14 day cooling off period is present, providing the option to cancel within the first 14 days.

Credit checks

To sign up for a SIM ONLY 12 month contract, a credit check must be passed.

For pay monthly, rolling contracts, the credit check is lighter than a 12 month contract.

From time to time, there are networks within our comparison tables that won't need to undertake a credit check. These can be found in our comparison tables and are highlighted with “No credit check”.

If a credit check fails, other options and SIM ONLY deals will be provided.

SIM ONLY card delivery

If you have purchased a device the SIM card will be dispatched at the same time as your device. If you have purchased a SIM ONLY card this will be dispatched the same day if ordered before 4pm.

Replacements, lost and stolen

A 14 day cooling off period is provided to give the option to send your SIM ONLY card back to us. The SIM ONLY card must remain in its packaging and not have been activated through our activation portal.

If the SIM ONLY card is lost or stolen without activating it within the 14 day period of ordering it, a replacement will be issued through Envirofone. Please contact customer services on 0333 999 0951.

If the SIM ONLY card has already been activated through our activation portal please contact the network directly for a replacement.

Queries with the network bill or contract

Any queries or concerns in relation to your bill or contract, you will need to contact the network provider directly.

Promotions and Promotion Periods

We may, from time-to-time, run promotions and these may take the form of, prize draws, competitions, or other form of promotion, or a combination of any of these. The particular form of promotion will be described, and full details set out on the relevant promotions page, in the communications (such as e-mails) we issue to tell you about each promotion and/or on the individual web landing page for the relevant Promotion.

For the purposes of all promotions, the promoter is the entity you have contracted with under the Terms and Conditions of Use (“We”, “Us” and “Our”).

The period of time during which each promotion will run (promotion period) will be specified in the applicable individual web landing page for the relevant promotion. Each promotion will automatically close at the end of the relevant promotion period, at which point no further participation in that promotion will be possible. Where no promotion period is specified the relevant promotion will end when it is discontinued on the platform.

Participation in any promotion, prize draw, competitions, or other form of promotion, or a combination of any of these is voluntary.

To participate in a promotion, you should follow the instructions set out in the relevant promotion communication, on the individual web landing page for that promotion and, where appropriate, the applicable specific promotional terms. Where the promotion communication or landing page indicates that no purchase is necessary to participate in the promotion, you may participate by following the instruction set out on the individual web landing page for that promotion.

Competitions and prize draws excludes employees and their immediate families of the promoter, its agents or anyone professionally connected to the competition.

Entrants who win a prize as the result of any promotion consisting of a draw, competition, contest, (each, respectively, a winner and a prize) must accept the relevant prize “as is” and there is no right to a cash alternative unless we, in our sole discretion, elect to offer such a cash alternative (which may be less than the full value of the prize). We reserve the right, at any time, to substitute any prize with one or more prizes (other than a cash alternative) of substantially equivalent value.

Prizes will be drawn at random, no favouritism will be shown in terms of gender, age, geographic location, or any other factor.

All prizes will be drawn by the time or within the timeframe specified in the applicable specific promotional terms and, unless otherwise indicated there, a cash prize will be paid into the account of the winner. Where We arrange for a non-cash prize to be delivered to you, the delivery may need to be signed for. In the case of a non-cash prize, We will make all reasonable attempts to contact the winner using his/her account contact details, but if we have not been able to make contact with the winner within 30 days of the prize being won, we reserve the right to draw another winner in place of the original winner or to forfeit the prize altogether without liability to the winner.

Any entitlement to receive a prize is non-transferable.

The winner is solely responsible for the payment of any applicable tax in relation to the relevant prize and for any costs associated with the prize or its use, including without limitation the cost of complying with any requirements of applicable local law.

Where a prize consists of an event, activity, holiday or the performance of a service, the winner is solely responsible for complying with any booking or other conditions or instructions of the relevant third party provider or organiser and must be able to comply with any restrictions as to dates and times in relation to the prize (which may not be re-scheduled) and any other eligibility restrictions imposed by the relevant third party provider or organiser. The contract in relation to any such event, activity, holiday or service will be directly between the winner and the relevant third party provider or organiser and we will not be a party to that contract or have any liability in relation to its performance or non-performance, which shall be the sole responsibility of the relevant third party provider or organiser. We will not provide any form of insurance, including without limitation any public liability or cancellation insurance, in respect of any prize consisting of an event, activity, holiday or service.

Where, in relation to any prize, we make use of any third party name or trade mark, these are proprietary to the relevant third party. No licence, affiliation, sponsorship or endorsement is claimed or should be inferred from the use of these names or trade marks or the use of any photograph of a prize. Any photograph used to promote a prize is for illustrative purposes only and the actual prize may differ from the item shown in the photograph, including without limitation as to make, model, specification, colour, finish, packaging and other features.

Our offering of a particular prize implies no affiliation on our part with or sponsorship or endorsement of the relevant third party manufacturer, supplier, provider or organiser.

The winner is solely responsible for all use made of the prize. Except as expressly provided in these standard promotional terms, no representations, warranties, conditions or other terms are made, given or accepted by us and no other terms shall apply, as between us and any person, in relation to any prize, including without limitation any terms as to suitability, reliability, satisfactory quality or fitness for purpose, or any other implied terms, all of which we exclude to the maximum extent permitted by law.

The draw process for prizes, competitions or other form of promotion, or a combination is as follows:
(a) Each entry validly submitted by every entrant into a prize draw will be randomly selected;
(b) The prize draw winner will be selected by our marketing team or such other responsible person that they may direct;

How to pay

You can pay for products using a debit card or credit card, Paypal, EnviroCash or Klarna.

If you have selected credit or debit card we accept the follwoing cards: Visa and Mastercard.

Card Payments for products where the billing country is not equal to the shipping country address will be cancelled and a refund will be processed.

Envirocash may only be redeemed toward the purchase of eligible products on shop.envirofone.com. Purchases are deducted from the redeemer's Envirocash balance. Any unused balance will be placed in the redeemer's Envirofone account. If a purchase exceeds the redeemer's Envirocash balance, the remaining amount must be paid with another payment method. To view your Envirocash balance, visit Your Account on Envirofone.com. No fees apply to Envirocash.

Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

• Pay in 3
• Pay Later

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Limitation

Envirocash, including any unused Envirocash balances, expire one year from the date of issuance. Unused Envirocash balances in an Envirofone.com account may not be transferred to another Envirofone.com account.

Limitation of Liability

WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO ENVIROCASH, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IF APPLICABLE LAW DOES NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.

General Terms

The Envirofone terms and conditions apply. Envirocash is issued by Stock Must Go Ltd a UK registered company. When you redeem Envirocash, you agree that any disputes or claims arising out of or in connection with the redemption will be governed by the laws of England. We reserve the right to change these terms and conditions from time to time in our discretion. All terms and conditions are applicable to the extent permitted by law.

Payment for the products and all applicable delivery charges is in advance. Until payment is confirmed, we will not dispatch the product.

Events Outside Of Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.

Privacy Policy

Envirofone take's data protection very seriously and we do everything in our power to ensure your data is handled and processed securely. If you would like to know more about what data we hold on you, how your data is handled and how to have your data removed from our systems, go to our Privacy Policy.

Complaints

Please note we have a complaints procedure. Our contact details for all purposes are:

Online Customer Services
Envirofone
Blakeney Way
Kingswood Lakeside
Cannock
England
WS11 8JD

Email:shop@envirofone.com
Tel: 0333 999 0951.