We supply the best tough phones on the biggest airtime networks

Returns Information

Cancellation and Returns Information

Cancelling an order
If you wish to cancel your order before We have despatched the goods to you, please send an email quoting your order reference and reason for cancellation to contact@tuffphones.co.uk

Returns Policy

Returning damaged or faulty goods.
You can return your purchase to us within 30 days of the date you received the item if it was damaged during delivery, is faulty or defective, has been incorrectly advertised or is not what you ordered. We will issue a full refund (including postage costs) or send you a replacement at no additional cost. Please note that we do test every return for faults and defects. If you return an item as faulty and our test team discover nothing wrong with it then we will return the item to you at your cost. To return phones and/or accessories to TUFF Phones Ltd, please parcel them securely, including all manuals, within the original packaging and post them (we would recommend using recorded delivery), to:

TUFF Phones Ltd Returns
Top Floor
St John's House
St John's Street
Chichester
West Sussex 
PO19 1UU

Returning an unwanted item

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 allow you to cancel the purchase of any mobile phones or accessories made from us at any time within 14 working days after the date you receive the item(s). If you do not want to keep your purchase, please write to us or send an email to contact@tuffphones.co.uk quoting your order reference and invoice number and the reason for cancellation.

We do ask that the goods are returned to us in perfect “as new” condition. All products should be returned with all accessories, warranty cards, Quick Start Guides and accessories including chargers, all packaging including the foam box linings. The goods will be inspected upon receipt. Should the returned item(s) be in "as new" condition, their full value will be refunded.

In the event of any cosmetic or superficial damage to the product including but not limited to blemishes, marks scratches, or excessive damage to packaging or missing packaging that would affect the resale value of the item, TUFF Phones ltd reserve the right to levy a handling charge of up to 40% of the item's retail value at the time of sale.

Should a product be damaged beyond a condition which could be considered acceptable for resale, TUF Phones Ltd reserves the right to refuse the refund and return the goods back to the You.

To return phones and/or accessories to TUFF Phones Ltd, please parcel them securely, including all manuals, within the original packaging and post them within seven days (we would recommend using recorded delivery), to:

TUFF Phones Ltd Returns
Top Floor
St John's House
St John's Street
Chichester
West Sussex 
PO19 1UU

Disputes

If You have a dispute with us, please try and resolve it with us by contacting our customer service team. If we cannot resolve the dispute between us then we are open to other methods of dispute resolution and in particular we would draw your attention to the Alternative Dispute Resolution, or (ADR). The following link provides useful guidance on ADR solutions available to UK consumers: http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/adr-odr/index_en.htm

How we calculate and process refunds.

When you send your item back to us, within 3-5 days of receipt we will process the returned item and send you an email to confirm the amount of payment back to the Paypal account, credit or debit card you originally paid with.