Faulty Items

GENERAL RETURNS

Within 30 Days of Purchase

Our products are manufactured to the highest quality standards. In the unlikely event goods are found to be faulty within 30 days of purchase please feel free to return them for a full refund or replacement. We are unable to provide this service for products where faults have been caused by accident, neglect, misuse or normal wear and tear.

Beyond 30 Days

You have the right to return a faulty item within a reasonable period of time. We do require that you email us prior to returning the goods. In order to ensure that the return can be processed, please keep all the warranty information that accompanies your item. This will be needed should there be a fault. We are unable to accept products that are outside their warranty period.

In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please follow the instructions below.

Return Instructions

If for any reason you need to return a product, please follow the following steps to ensure that it is dealt with as efficiently as possible:

• Please include a note detailing the reason for return. This must include your order number, which you will be able to find on the original paperwork that you received with the order or in "Your Account" linked to from on the top menu bar of any page.
• Wrap the item securely in its original packaging (if possible) with all warranty cards, licenses, manuals and accessories. This is very important.
• Send the package to the address below:
• Totallymobile.co.uk Returns Dept. PO BOX 5953 Wimborne BH21 9AB United Kingdom
• We will notify you via e-mail when we have processed your return. This may take up to three weeks, although in most cases will be processed sooner.
• For your protection we recommend that you use a recorded-delivery service if the value of the return is more than £50, as we are unable to take responsibility of goods until they are received by us.

SPECIFIC ORIGINAL EQUIPMENT MANUFACTURER (OEM) RETURNS

Some OEM products have an end user guarantee after an initial supply period; this means the product cannot be returned to TotallyMobile after this date is exceeded.

Sony / Sony Ericsson / Nokia During the 14 Day period from date of sale to end user to the return date, the product must be returned with the original packing, must be complete including all accessories and must be returned with proof of purchase to TotallyMobile following the instructions above. After 14 days the product is to be returned to a Nokia service centre for repair / replacement

Samsung - During the 28 Day period from date of sale to the return date. Product must be returned with the original packing, must be complete including all accessories and must be returned with proof of purchase to end user. After 28 days the product is to be returned to a Samsung service centre for repair / replacement

Order Cancellations

By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Where you would like do this, please follow the instruction on your delivery instructions that were included when the product was delivered. Alternatively please email us beforehand at returns@totallymobile.co.uk. If these steps are not followed, we will be unable to process the return request.

Please Note: In order to use this service, the product must be complete, unused and in “as new” condition. It must be returned with the original packaging and included all components including chargers, adaptors, accessories and manuals. Software must be sealed and any free gifts received with the product must also be returned.

Your Statuatory Rights are not affected by our Returns Policy.

Delivery Discrepancies/Damaged in Transit

Please check orders carefully on receiving them. If you receive an order that has been damaged in transit or if there are any order discrepancies, we will make every effort to resolve these as soon as possible for you. We do however require that you inform us within 72hrs of receiving the goods. If we are not notified within this period, we reserve the right not to process the return.

Cancellations

Your order maybe cancelled at any time either before or up to 7 days after receipt of the goods by either following the returns instructions in your delivery documentation or emailing returns@totallymobile.co.uk.

The product must be complete unused and in "as new" condition. It must be returned with the original box, packing and accessories. Software must be sealed and any free gifts received with the product must also be returned.

Your legal rights are not affected by this returns policy.