Rapid Returns

Returns Policy

Returns Procedure

We at Rapid Mobile believe that you will be completely satisfied with your purchase. If however you think that you have received a faulty/incorrect product, or have simply decided that a product is not for you, we request that you call or e-mail us. In the case of faulty products, we can often resolve the problem over the phone or by e-mail.

How to Book a Return

Rapid Mobile will not accept any returns unless a returns authorisation number (RAN) has been issued and included in the returned items. Any returns without a RAN will be returned to the sender.

If a product does need to be returned please request a return using the form below and we will create a return authorization form. This will be sent to you by email and will contain a RAN which needs to be stated when corresponding with us regarding your return.

You need to be logged in to submit a return

Alternatively, products can be booked in for Return using your Rapid Mobile account.

  • Login into your account using the “My Account” section
  • Navigate to the “Orders” tab within your account
  • Click the “Return” button under the appropriate order
  • Select the items to be returned by selecting the checkbox for the relevant product(s)
  • Enter any notes in the box provided and click the “Submit Return Form”
  • Please allow 24 hours for a response. This may extend to 72 hours over weekends and public holidays

A return authorization form will be issued to you by email, once the request has been dealt with.

General Return Policy

All returns are subject to an inspection before any decision is made concerning their resolution.

A copy of the return authorization form should be enclosed to enable efficient processing and prevent any unnecessary delays.

If the returned product has been modified in any way (for example if a phone has been rooted, hacked or any unauthorized software is installed), this will invalidate the return authorization and the goods will be returned to the customer at their cost.

We are unable to accept the return of software which has been opened, installed or registered. In those circumstances, no refund or replacement will be issued.

You as the customer are responsible for ensuring the safe delivery of returned items unless a courier collection has been agreed with a member of staff in advance. If you are returning goods to us we recommend that you use a, tracked service requiring a signature on delivery.

If we need to return the goods to you, we will not usually make any charge for delivery within the UK. However, if the goods need to be sent outside the UK then we will need to charge the cost of carriage (a reduced rate may be applied rather than the standard delivery cost).

We reserve the right to levy a handling charge in the event of no fault being found with goods returned as faulty.

Cancelling Orders

Prior to dispatch, you may request the cancellation, in part or in full, of any order placed with Rapid Mobile.

In the event of a complete cancellation, you will receive a full refund of your order. International customers need to be aware this refund will be to the full value in GBP (Pounds Sterling). We cannot accommodate for any fluctuations in currency conversions from the date of purchase to the time of cancellation.

Part cancellations will receive a refund for the cost of the goods which are no longer being delivered. You may cancel unshipped items from orders which have already had some items dispatched.

Incorrect Goods Received

In the rare situation that you have received the wrong goods please contact us as soon as possible as we are often able to dispatch the correct item(s) the same day, subject to stock availability.

You will be asked to return the incorrect goods to us and reasonable return shipping costs will be refunded on request.

In the case of low-cost items which have been incorrectly shipped to UK customers, we will include an SAE with the correct product. For higher value goods which have been incorrectly shipped to a UK customer, we will arrange a free courier collection on a mutually acceptable date.

Unwanted Good – 14 Days Policy

At Rapid Mobile we operate a 14-day unwanted goods policy. This is in line with the UK’s Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Please note this 14 day cancellation option is only available for UK and European customers, who reside within in a country defined as being either an EU or EEA member state.

If you find that a product is not right for you, or change your mind before receiving the goods, then a return can be requested within this period. Simply contact us within 14 calendar days of the delivery date of the goods.

A return authorization form will then be issued and the goods need to be returned within the following 14 days. It is however advised that you return them to us as soon as possible for us to process any claims.

We do ask that the goods are returned to us in perfect “as new” condition. In the case of feature phones, smartphones, tablets and other computing products, they should be returned with all accessories, documentation, and packaging including the box inners. The goods will be inspected upon receipt. Should the returned item(s) be in “as new” condition, their full value will be refunded.

Under no circumstances should a phone be returned under the 14-day policy with any screen lock, account lock or personal data installed. This will result in the handset being immediately returned to you. If you intend to return an Android device and have performed a factory reset, please ensure Device Protection Features have not been activated (this requires the previous account ID & Password for continued use of the handset). If you intend to return an Apple iOS device, please ensure it has been factory reset and correctly removed from any associated iCloud or other remote-management accounts.

In the event of cosmetic damage to the product (blemishes, scratches, dents, cracks etc.), or excessive damage to packaging or missing packaging that would affect the resale value of the item, Rapid Mobile reserve the right to levy a handling charge of up to 30% of the item’s retail value at the time of sale.

Should an item be damaged beyond a condition which could be considered acceptable for resale, Rapid Mobile reserves the right to refuse the refund and return the goods back to the customer.

Please Note: this policy is not intended for customers to be able to “trial” a purchase. It is only intended to give a customer the ability to inspect a product as they would have the ability to do in a physical store. If we consider that any customer may be abusing this system (such as making repeated orders and sending many of them back to aid a buying decision) we reserve the right to refuse further 14-day return requests from said individual and cancel/refuse outstanding orders.

Refunding original shipping costs. (Paid to Rapid Mobile when ordering)

  • UK – The value of standard shipping can be refunded. If you opted for a premium service (such Royal Mail Special Delivery, or Saturday Delivery), the additional cost above that of standard shipping may not be refunded.
  • EU – The value of standard international mail to your country can be refunded. If you opted for a premium service (such as DHL or FedEx), the additional cost above that of standard international mail may not be refunded.

Refunding return delivery costs (Paid by you to send back to Rapid Mobile)

  • UK – You are expected to bear the costs of returning any unwanted goods after dispatch. A collection can be arranged at your cost and be deducted from any refund.
  • EU – You are expected to bear the costs of returning any unwanted goods after dispatch. A collection can be arranged at your cost and be deducted from any refund

Faulty Goods

Products returned as faulty are dealt with depending on the time of which they are returned.

UK/EU customers can reject faulty goods and request a refund/replacement within 30 days from the date of delivery. For customers outside of the European Union, goods need to be returned to us within 30 days from the date of dispatch to qualify for the same resolution.

Where a customer rejects goods and claims a refund, this will be completed within 14 days of the agreement by us. In most cases, however, the refund will be provided within a significantly shorter amount of time.

If you are returning a phone to us within the initial 30 days we would ask that it is returned with all accessories, documentation and packaging including the box inners. Failure to return phones in an acceptable condition may cause delays in the processing of your goods.

– Refunding return delivery costs within 30 days

  • UK – All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance, Royal Mail Special Delivery. Alternatively, Rapid Mobile can book a courier collection from a provided address at your request. Replacements will be delivered free of charge.
  • EU – All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s).
  • Rest of World – You are expected to bear the costs of returning any faulty goods after dispatch. You are also expected to bear the costs of dispatching a replacement device.

After the initial 30 days, faulty products are automatically forwarded onto the relevant manufacturer’s service centre for repair. Exceptions to this rule are accessories which can often be replaced within 1 year of the purchase date.

– Refunding return delivery costs after 30 days

  • UK – All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance, Royal Mail Special Delivery. Alternatively, Rapid Mobile can book a courier collection from a provided address at your request. Replacements will be delivered free of charge.
  • EU – All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s),
  • Rest of World – You are expected to bear the costs of returning any faulty goods after 30 days of ownership. You are expected to bear the costs of shipping repaired items or replacements.

Warranty Repairs

Whilst you are welcome to return faulty products to Rapid Mobile within their relevant warranty period, we always suggest contacting the manufacturer first. This may result in faster service and also the provision of free shipping materials being sent to you.

Faulty products which are returned to Rapid Mobile more than 30 days from the delivery date for UK/EU customers or 30 days after the date of dispatch for the rest of the world will automatically be forwarded onto the manufacturer’s service centre for repair.

EU customers may find that the manufacturer’s warranty is applied locally. If so then Rapid Mobile recommends contacting the manufacturer locally for free servicing. If available this may significantly reduce time and shipping/return costs to/from the UK. In the event the warranty is not applicable for any reason, we welcome EU returns for servicing in the UK.

Customers in the rest of the world may not be able to receive warranty support from the manufacturer, although we always recommend checking first. Whilst we welcome international returns for warranty service in the UK, depending on the associated shipping costs to/from the UK, you may find it cheaper to arrange an out-of-warranty repair with the manufacturer locally.

We request that phones returned for repair include at least the battery and back cover so that the phone can be suitably tested. If a fault might be related to any accessory, for example, a charging problem, it is recommended that the relevant item is also returned. Any additional accessories returned will be securely held whilst the manufacturer is repairing the unit.

Non-Warranty Repair

Products which are returned to us as non-warranty repairs (or items which have been found to be physically damaged) will be forwarded to the relevant manufacturer’s service centre for assessment.

With non-warranty repairs, the customer is liable for all shipping and repair costs, regardless of geographic location.

Repair quotations which are accepted by a customer need to be paid in full before authorization can be provided to proceed with the repair. Rapid Mobile may add the cost of return shipping to any official repair quotation, in order for you to pay the full balance to us.

Most manufacturers charge for the assessment of phones. In the event that a repair quotation is rejected the assessment charge will need to be paid by the customer, before the manufacturer’s service centre will release the phone. Rapid Mobile may add the cost of return shipping to any official assessment charge, in order for you to pay the full balance to us.

Manufacturer Contacts

We have provided details of manufacturer contact numbers below as they are usually able to offer the best advice and assistance with regard to technical queries.

Alcatel One Touch

+44 (0)207 4580026 (United Kingdom)
+353 016590207 (Republic of Ireland)

http://www.alcatel-mobile.com/gb/support/

Apple

+44 (0) 800 1076285
Lines are open Monday-Friday 08:00-19:45 and Saturday 10:00-17:45

http://www.apple.com/uk/support/

Archos

+44 (0) 208 0681045
Lines are open Monday-Friday 9:00 – 18-00 and Saturday 9:00 – 16:00

https://www.archos.com/gb/support/support_tech/index.html

Asus

+44 (0) 14442 265548 (United Kingdom)
Lines are open Monday –Friday 09:00-17:00

+353 1890719918 (Republic of Ireland)

https://www.asus.com/uk/support/

BlackBerry

+44 (0) 800 0260 729 (United Kingdom) 
Lines are open Monday – Friday 9:00 – 21:00

https://uk.blackberry.com/support

CAT Phones

+44 (0) 844 856 7004
Lines are open 24 hours – Monday – Friday

http://www.catphones.com/en-gb/support/warranty-repairs

Doro

+44 (0) 844 369 0107
Lines are open Monday – Friday 8:30 – 16:30

https://www.doro.co.uk/support/search/

Google 

+44 (0)800 3286081
Lines are open Monday – Friday 8am to 8pm & Saturday – Sunday 9am – 5pm

Honor

+44 (0) 800 088 6900
Lines are open Monday – Friday 9:00 – 21:00 on Saturday 9:00am – 17:00pm

http://www.hihonor.com/uk/support/index.html

HTC

It is possible to setup a live chat, or send an email using the manufacturer’s support page.

https://www.htc.com/uk/support/contactus/

Huawei

44 (0) 8000 886700
Lines are open Monday to Friday 9:00 – 21:00 local time(except bank/public holidays)

http://consumer.huawei.com/uk/support/

LG

+44 (0) 344 847 5454
Lines are open Monday to Saturday 9:00 to 18:00 (except bank/public holidays)

http://www.lg.com/uk/support

Microsoft

The support including repairs is dealt with by a company called b2x.

It is possible to setup an online chat, or arrange a call back using their support page.

https://support.b2x.com/

Microsoft XBox 

+44 (0)844 5458143

Motorola

+44 (0) 870 9010555
Lines are open Monday to Friday 8:00 to 20:00 and Saturday to Sunday 8:00 to 17:00

https://motorola-global-en-uk.custhelp.com/app/home

 Nintendo

+44 (0)3456050247

Nokia

It is possible to setup a live chat, or send an email using the manufacturer’s support page.

https://nokia.ebuilder.com/en_GB/repair

Oppo 

+44 (0)800 029 4603
Lines are open Monday to Friday 9:00 – 18:00

https://oppo-uk.custhelp.com/

Panasonic

+44 (0) 344 844 3899 – (United Kingdom)
Lines open Monday to Friday 9:00 to 17:00 (except bank/public holidays)

+353 (0) 1 289 8333 – (Republic of Ireland)

http://www.panasonic.com/uk/support.html

Proporta

+44 (0) 1273 808445

Lines are open Monday to Friday 9:00 to 17:00

email: hello@proporta.com

Samsung

+44 (0)330 7267864 (United Kingdom)
Lines are open Monday – Saturday: 9:00 – 18:00 (including bank/public holidays)

http://www.samsung.com/uk/support/

Sony

‎ +44 (0) 3705 237 237 (United Kingdom)
Lines are open Monday to Friday: 9:00 to 18:00

http://support.sonymobile.com/gb/html

Sony PlayStation 

+44 (0)2035382665

WileyFox

+44 (0) 2038026959
Lines are open Monday to Friday 9:00 – 17:30

https://www.wileyfox.com/support

Xiaomi

‎+44 (0)800 916 0561 (United Kingdom)
Lines are open Monday to Friday: 9:00 to 18:00

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