Refund policy

We offer a 14-day money-back guarantee, ensuring that all orders are eligible for a refund. This means you have 14 days after receiving your item to request a return, and we have a further 14 days to respond.

To start a return, contact us at sales@fulfillmentgoodsuk.com. Please note that returns will need to be sent to the following address: Unit 4a Ashford House Beaufort Court, Sir Thomas Longley Road, Medway City Estate, Rochester, Kent, ME2 4FA

To qualify for a return:

  • Download, fill out, and include the return form with your item: Download Return Form
  • Items must be returned in original packaging, in a saleable condition, and with all original contents included.
  • Electronics must be factory reset, with no passwords or personal information remaining.

Including the completed form helps us process your return quickly and efficiently.

Refunds:

  • Once received and inspected, refunds will be issued to the original payment method.
  • Refunds are typically processed within 5 working days of receipt.
  • If the item shows signs of use beyond what is necessary to inspect it, we may make a deduction to reflect any loss in value.

If you’d like to exchange your item, this is subject to stock availability and may require:

  • 3–5 working days for retail customers
  • 7–14 working days for business and wholesale orders

Return costs and delivery:

  • Returns are free of charge, unless otherwise stated.
  • All returns must be sent using a trackable RoyalMail delivery service we provide.
  • We cannot accept responsibility for items lost in transit without tracking.

Non-returnable items:

  • Sale items or gift cards.
  • If evident that the items are damaged due to misuse, incomplete, or not factory reset, they may be refused or partially refunded.
  • This does not affect your statutory rights regarding faulty or misdescribed goods.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Faulty or incorrect items

If your item is faulty, damaged, or not as described, please contact us as soon as possible and no later than 30 days from delivery.

Under the Consumer Rights Act 2015, you are entitled to:

  • A full refund, repair, or replacement if the item is faulty.
  • A full refund within 30 days if the fault is confirmed.

What to do if your item is faulty:

  • Contact our customer support team at sales@fulfillmentgoodsuk.com with your order number and a brief description of the issue.
  • We may ask for photos or videos to help assess the fault.
  • If a return is required, we will provide instructions and cover the return postage.

If a fault is confirmed:

  • You will receive a full refund, including the original delivery cost, or
  • A replacement or repair, subject to availability.

If no fault is found or the issue is caused by misuse, accidental damage, unauthorised repairs, or failure to follow manufacturer instructions, the item may be returned to you and a refund may be refused.

Please note that all our devices are supplied SIM-free and unlocked. This means that although they're brand new and in sealed boxes, they are professionally configured and tested before dispatch.

Several models may have a software configuration that differs from the manufacturer’s official EU/UK release. In such cases, the manufacturer’s warranty may not apply.

Selling devices in this form allows us to keep prices more competitive while also upcycling brand new devices that might otherwise not have been sold. It’s a way of reducing waste while offering a more affordable option to customers.

This does not affect your statutory rights under UK consumer law. All purchases are covered by our seller warranty, including a 14-day return period for any reason and a 30-day return or refund if the item is faulty or not as described.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@fulfillmentgoodsuk.com.