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Terms & Conditions

The following are the Terms and Conditions of orders placed with The Fone Stuff Ltd. On ordering from The Fone Stuff Ltd you confirm your agreement to these Terms and Conditions.

All images on this site are reproduced with a view to portraying our products as accurately as possible.

Please be aware that designs may vary slightly, from those shown, due to normal design and production fluctuations.

Accepted Methods of Payment

For security details, please see our privacy statement.

Card payments can be made using any of the following methods: 

Visa

Visa Delta

Visa Electron

Maestro/Switch/Solo

MasterCard 

(Please note that we do not accept American Express cards. If you are ordering outside of the UK, please be aware that your credit card company may charge a currency conversion fee).

PayPal – There is no fee payable if you pay with PayPal.

Google Checkout - You can quickly and easily buy from stores across the web and track all your orders and shipping in one place.

Please note that when ordering items that are Out-of-stock, full payment is taken at the time of ordering.

Payment after placing order online (Offline Payments)

If you do not wish to pay online, please complete the online order form and further instructions will be presented.

The following methods of payment are accepted:

Postal Order - If you are paying by postal order please make them payable to The Fone Stuff Ltd and put your order number on the back. Send your postal order to the following address:

The Fone Stuff
53 Renters Ave
London
NW4 3RD
United Kingdom

Payments by postal order may take up to 10 working days to clear in full, after which we will process your order and despatch your goods.

Direct Bank Deposit - This can be arranged at any branch of Barclays Bank with the following details:

Account name: The Fone Stuff Ltd
Account number: 43521257
Sort code: 20-36-16

Bank Transfer - If you are paying by bank transfer, you must provide your order reference number and your full name as the reference requested by your bank. Failure to do so will result in a delay in your order being processed as we will not be able to match your payment to your order.

Please note: your bank may charge for this service, please make sure to include any bank fees when you pay. Bank Transfers may take up to 10 working days to clear in full, after which we will process your order and despatch your goods.

Any orders placed by those aged under 18 must be with the consent of a parent or carer. Any information given by the child must be with the consent of a parent or carer. The card holder must be available to give information in cases where an under 18 is ordering.

Buying Products on our Website

All of our prices are inclusive of VAT. Delivery charges will be calculated during the checkout process, after you choose your preferred delivery method.

We try to have accurate pricing and availability information on all the products we offer; despite our best efforts, a small number of the products in our catalogue may be mispriced or have inaccurate stock availability information. We do verify prices as part of our acceptance procedure, and will inform you if a product’s correct price is higher than that stated in your order, so you may ultimately decide whether or not to order the product at the correct price.

We may change the price of any product at any time before you place an order. If the goods you have ordered are not in stock, we may send an e-mail to inform you, at which time you may cancel your order. We do our best to accurately estimate when items will be despatched and/or delivered; however, these estimates are based on several factors over which we have no control and as such, time for despatch and/or delivery shall not be of the essence of the contract and should be considered as rough estimates only.

All transactions will be subject to UK VAT. The Fone Stuff Ltd does not invite purchases from VAT-free zones outside of normal UK and CE trade tariffs and therefore all transactions will be subject to UK VAT - in doing so you agree to accept the VAT levied against your purchase.

DDU (Delivery Duty Unpaid) – Orders sent outside of the European Community

All orders sent outside of the UK and EU is shipped on a DDU (Delivery Duty Unpaid) basis and may be subject to local customs import duty which is charged on the value of the purchase. Payment of these fees is the sole responsibility of the customer. For example, customs duty must be paid on all orders over $200 when shipped to the United States.

Payment of the duty charge is necessary for the release of your order from customs on arrival to your country.

DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to The Fone Stuff, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.

Your Right to Cancel

You can cancel your contract with The Fone Stuff Ltd within 7 working days of delivery (starting the day after the receipt of the goods), as per the guidance set out in the  Consumer Protection (Distance Selling) Regulations 2000 (DSR).

You should inform The Fone Stuff Ltd in writing, either by post or by email to support@thefonestuff.com

If your order is in transit or you have already taken receipt of it, then to cancel this contract you must complete The Fone Stuff Ltd Online Returns Form and return the unwanted item/s together with the reference number provided.

You are responsible for returning the goods in a re-saleable condition at your own cost unless the goods are faulty or miss-described. Please review the Returns Policy detailed below.

The goods must not have been used, must be complete with all components and the packaging must be not be damaged. Note that if these conditions are not met we may not accept returned goods; you will be credited with a full refund within 30 days of notifying The Fone Stuff Ltd of the cancellation.

We recommend using a posting method that provides proof of delivery and can compensate for lost or damaged goods for higher value items.

Please ensure that all returns are securely wrapped and packaged. We cannot be held responsible for any units that have been damaged in transit.

All items returned from countries outside of the EU must be clearly labelled as ‘Returned Item’

Delayed/Lost Delivery

If you have not received your order within 15 working days of despatch (not including Sundays), you must immediately advise The Fone Stuff Ltd Customer Services of the delay/loss

In the event of a replacement order being sent to you, all replacement item/s will be sent to you followed by a non-delivery declaration from which you will need to complete and return.

Where a refund is requested, the non-delivery declaration from must be returned complete before a refund can be authorised.

The declaration form will be sent to the email address supplied with the initial order, and on receipt; requires completion in full and returned to the address supplied with the form.

Should the completed non-delivery declaration form not be received within 10 working days of receipt, then you will become liable for the cost of the initial goods and postage.

Where a replacement has been requested and dispatched, this will be charged to the method of payment for your order if a replacement has already been dispatched.

Where a refund has been requested and the form has not been received in the given time, then the refund will not be processed.

This charge will be refunded upon receipt of the completed non-delivery declaration form if received within 20 working days from the date of receipt for the non-delivery declaration from. Forms received between the 11th and 20th working day will incur a 20% administration fee of the value of the lost parcel and will be charged to the method of payment for your order. Any form returned after this period will be deemed void.

Duplicate forms can be requested from The Fone Stuff LtdCustomer Services.

How to Return

To return an item, please follow these simple steps; 

Use our Returns Form to tell us about the product you want to return.

If posting your return from the Mainland UK then use a local tracked or signed for service – please see our Returns Department address below.

If posting your return from outside the Mainland UK then return your parcel to the address below. We recommend you use a local tracked or signed for service 

Returns Department
The Fone Stuff Ltd
53 Renters Avenue
London
NW4 3RD

Returns Policy

At The Fone Stuff Ltd we have every confidence that you will be delighted with your purchase. However, in the event that you wish to return any goods purchased, then please follow the applicable policy detailed below.

Unwanted Goods – within 14 days

You can return unwanted goods within 14 calendar days of delivery and we will refund you the price paid for the goods plus the original delivery cost you paid – you are responsible for return postage cost.

If you return a product to us that is not received in a brand new condition we reserve the right to return the product to you, or charge you a re-stocking fee*.

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened. This is applicable to product software, all types of replacement Batteries, Memory, Media Cards or similar products. Wireless or Wired Headsets are also excluded where evidence of in-ear use has been identified; this is due to reasons of hygiene.

Faulty Goods – within 30 days

If your goods are faulty on arrival, you have 30 calendar days in which to inform us of the fault in order to claim a full refund or exchange, otherwise your return will be processed under the terms of the Manufacturers’ Warranty.

Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you (In certain circumstances, faults will need to be diagnosed by the manufacturers of the item before a replacement can be issued – i.e. memory card reading faults, handset not powering up etc.). In this instance you will be liable for the return carriage.

Goods outside 30 calendar days shall be issued with a replacement only.

We cannot be responsible for any damages, faults or lost data occurred to your device(s) or any external or attached items / devices during the time of any item(s) being used.

Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*.

Any return that is not accompanied with the returns form or returns reference number will be held by The Fone Stuff Ltd for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.

*These terms do not affect your statutory rights.

DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay the any import duty levied against your shipment, resulting in the shipment being returned to The Fone Stuff, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.

Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*.

Any return that is not accompanied with the returns form or returns reference number will be held by The Fone Stuff Ltd for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.

*These terms do not affect your statutory rights.

DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay the any import duty levied against your shipment, resulting in the shipment being returned to The Fone Stuff, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.

Manufacturer’s Warranty

After 30 days, returned faulty items will be processed according to the manufacturer’s warranty and we will send those items to the manufacturer for repair or replacement.

For repairs/replacements under manufacturer’s warranty for any item except SIM-Free or pay-as-you-go mobile phones please complete our online returns form and return the faulty product to The Fone Stuff. Please include the reference number provided to ensure your return is processed without delay.

For repairs/replacements under manufacturer’s warranty for SIM-Free or pay-as-you-go mobile phones, see Mobile Phone repair section below.

Please note that whilst we are able to process warranty claims on your behalf, warranty claims beyond 30 days for SIM-free handsets are resolved in the most prompt manner through your local repair centre directly. Please call us for manufacturer repair centre details.

General Handset Return Conditions

All returns should be in as new condition with screen and keypad protective film intact (where applicable).The handset must be returned packaged in the original undamaged box including the box inners as well as the phones accessories and literature that came with the phone. The Fone Stuff Ltd cannot be held responsible for any numbers or data lost. Your return will be rendered void or will attract an administrative charge as detailed in the charges section below if: 

Changes to manufacturers settings have been made

Deleting pre-installed manufacturers content such as games

Evidence of the phone being opened or attempts to tamper with fixing screws/clips

The phone or memory card contains personal data such as photos, contacts or any other downloaded content such as ringtones, games etc.

The phone is protected by the non-default pin code

Seal of included licensed software has been opened

Charges

The following handling charges are applicable in instances where:

Removal of personal data

£25.00

Cosmetic damaged handsets (i.e. scuffs, minor scratches etc.)

£50.00

Damaged/missing handset box

£20.00

Missing handset manual

£14.50

Missing manufacturers/personal hands free kit

£19.50

Missing leather case, in-car charger, battery, mains charger, CDROM software etc...

£19.50 each

Missing free purchase bundle

Retail price

In instances where personal data cannot be removed from the handset using the manufacturers reset functions or the seal of the included licenced software has been broken, your handset will be returned to you.

 

Mobile Phone Repairs

Information

For repairs/replacements under manufacturer’s warranty please complete our online returns form and return the faulty product to The Fone Stuff.

Packaging

Please ensure that the handset is securely wrapped and packaged. Do not send any accessories including the battery and battery cover except in cases when the fault is a power/charging fault then send the battery and the charger. We recommend using a posting method that provides proof of delivery and can compensate for lost or damaged goods for higher value items. We cannot be held responsible for any units that have been damaged in transit.

Sim/Memory Cards

It is imperative that all sim/memory cards are removed from handsets. Cards must not be returned with the handset and we cannot accept any responsibility for cards, credit on pre-pay cards, or call charges on contract phones. If we do receive a sim/memory card it will be disposed of on site for security reasons.

Data/WAP Settings/Ringtones & Logos

Please be aware that part of the test procedure may include upgrading the software on your phone. If the memory is cleared and reset as part of the repair process, The Fone Stuff Ltd cannot be held responsible for any numbers or data lost.

Proof of Purchase

A copy of the proof of purchase must accompany the phone to validate the warranty. Failure to do so may delay the turnaround time of your repair. This can be a copy of your original invoice that was dispatched with the handset.

Warranty

If the unit is in warranty the engineer will repair or replace the phone depending on the manufacturer’s procedure. Physical or liquid damage is not covered by manufacturer’s warranty and is subject to either a charge for repair which will be quoted prior to action being taken or a charge of £25.00

All handsets carry a one year manufacturer’s warranty. If your faulty item is not covered by being outside of the warranty period or damage that is not covered, then please refer to the Charges section below.

Should the fault/damage on your handset be deemed as not being covered under the manufacturer’s warranty, then we will inform you by post or email as to the cost to repair the handset. Handsets which are deemed as beyond economical repair may not be repairable and will incur an administrative fee of £25.00 for it to be returned in the condition it was sent.

Should you accept the repair charge, then The Fone Stuff Ltd must be informed within 10 working days from the date of receipt for the repair cost. Failure to inform or notify The Fone Stuff Ltd of acceptance of the charge within this time period will result in your handset being returned to yourself un-repaired and will incur an administrative fee of £25.00.

Charges

The following handling/inspection charges are applicable and include return postage where relevant:

Physically damaged or contains liquid ingress – £25.00
No Fault Found – £25.00
Beyond Economical Repair – £25.00
Refusing an Estimate – £35.00
Disposal of unit – £20.00

Failed Delivery Policy

On occasions parcels identified as ‘Failed Delivery’ are returned to The Fone Stuff Ltd within 10-15 days of dispatch from our warehouse.

Reasons given are the following:

Addressee has gone away

No Answer
Address Incomplete
Address Inaccessible
Addressee unknown
Refused
Not called for

Where any of the above reasons is applicable to your order then you will be informed of the failed delivery attempt by email and if required, a request for delivery address or confirmation of delivery details that you originally provided when first placing your order.

Reasons 1 & 2

Cost of the re-delivery will be charged to you and your order will be dispatched within 48 – 72 hours from notification, unless The Fone Stuff Ltd receives alternative instructions.

Reason 3-5

Cost of the re-delivery will be charged to you and your order will be dispatched following confirmation of the delivery address details.

Reason 6 & 7

No action will be taken by The Fone Stuff Ltd until new instructions are received from you.  If after 30 days from the original dispatch date you have not contacted The Fone Stuff Ltd then your order will be disposed of and a recycling charge made to your account.

Note:

In the event the delivery address needs to be amended, please contact our Customer Relations Team within 48 hours either by Email or by phoning during our opening hours.
Re-delivery will be charged at the appropriate rate for the original delivery service chosen when the order was placed.
Recycling charges will be applicable to the product/s requiring recycling.

Car Kit Installations

Installation vouchers entitle the holder to one car kit installation in a 12 volt vehicle. It does not cover Coachworks, or vehicles with a 24v supply – in these cases additional charges will apply.

The installation voucher is valid for a period of 12 months from the date of purchase.

Failure to present the voucher to our engineer will result in a non-refundable charge of the full cost of installation. See website for current rates.

A charge of £35 will be made where an installation is cancelled with less than 24 hours notice, or where you fail to attend.

Our engineers will endeavour to meet your requirements regarding the placement of equipment in your vehicle, but reserve the right to refuse to carry out the installation if they believe safety will be compromised.

All installations are covered by a 12 month warranty against defects arising from faulty materials or workmanship under normal use. This warranty does not cover malicious damage or defects caused by altering, tampering or improper repairs. A service charge may be applied where no fault is found or where the warranty has been invalidated for any reason stated in these terms and conditions.

Other than liability for death or personal injury resulting from The Fone Stuff Ltd negligence, The Fone Stuff Ltd, its employees and its agents shall not be liable for any loss or damage, direct, indirect, and howsoever arising.

We reserve the right in its absolute discretion to refuse to honour this voucher where we have reason to believe these terms and conditions have not been met.

Promotional/Rebate Codes

Promotional/Rebate codes are only valid online and need to be entered in the shopping basket to obtain discount.
Promotional Codes cannot be used in conjunction with any other promotional codes.
Any certificate or voucher has a cash redemption value of 0.001p and is not transferable or assignable.

Information You Provide To Us

The following applies to any information you provide to us, for example during any registration or ordering process.

You authorise us to use, store or otherwise process any personal information which relates to and identifies you, including but not limited to your name, email address, telephone number and address, to the extent reasonably necessary to fulfil your order, market/communicate products and services and deal with any enquiries relating to the same whether by us, our partners, successors (including the purchaser of the whole or part of our business), associates or sub-contractors (together our ‘Partner Companies’). If you would like to request or review any part of your personal information held by The Fone Stuff Ltd then send us a email to support@thefonestuff.com

If you obtain or choose to buy products through our website or give us personal information then we may collect information about your buying behaviour and if you send us personal correspondence such as emails or letters then we may collect this information into a file specific to you. All such information collected by us shall be referred to in these terms and conditions as ‘Personal Information’

By clicking on the ‘Place My Order’ button you are agreeing to join our email newsletter list.

Online Contract Formation

By completing and submitting the electronic order form you are agreeing to these Terms and Conditions and are making an offer to purchase goods from The Fone Stuff Ltd. Our acceptance to your offer will only be considered complete at the time we send the despatch confirmation e-mail or SMS you, or when the goods you ordered are effectively despatched, whichever happens first. If for any reason your order is rejected before we accept your offer and payment has been taken, a full refund will be made immediately. Any goods on the same order which we have not confirmed in the despatch confirmation e-mail or SMS and that have not been despatched to you do not form part of the binding contract between you and The Fone Stuff Ltd.

Fraud

The Fone Stuff Ltd will not tolerate any attempts to obtain goods by fraudulent means. Any fraudulent action will be reported to the relevant authorities. Please note that Internet host IP addresses are recorded when placing an order online.

Age

Any orders placed by those aged under 18 must be with the consent of a parent or carer. Any information given by the child must be with the consent of a parent or carer. The card holder must be available to give information in cases where an under 18 is ordering.