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mendmyi

Returns & Refunds Policy

We want you to be completely satisfied with your purchase. Your return rights depend on how and where you made your purchase. Please read the relevant section below.

Online & Distance Purchases — 14-Day Cooling-off Period

This section applies to purchases made online, by telephone, or by any other means where you did not attend our premises in person ("Distance Sale").

You have 14 days from the date you receive your order to return it for a full refund. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. No reason is required.

The cooling-off period begins on the day after you receive the goods, not the date of purchase.

In-Store Purchases — No Cooling-off Period

This section applies to purchases made in person at our premises ("In-Store Purchase").

The 14-day statutory cooling-off period under the Consumer Contracts Regulations 2013 does NOT apply to in-store purchases. There is no automatic right to return an unwanted device purchased in store.

Your statutory rights under the Consumer Rights Act 2015 are unaffected. If the device is faulty, not as described, or not fit for purpose, you have 30 days from purchase to reject it for a full refund. After 30 days but within 6 months, we must be given one opportunity to repair or replace before you can claim a refund.

We strongly encourage all in-store customers to inspect and test the device thoroughly before completing their purchase. Our staff are available to demonstrate any features or answer questions prior to sale.

How to Initiate a Return

To start a return, please contact us by email at haverhill@mendmyi.com or call us on 01440 702888 within the returns window.

Please have your order number ready.

Condition Requirements

  • Items must be returned in the same condition they were received. The device must not be damaged, scratched, or modified beyond its original condition.
  • All original accessories (charging cable, SIM eject tool, warranty card) must be included.
  • The device must be factory reset and signed out of all accounts (iCloud, Google, Samsung).

Return Shipping

You can return items by post or in person at our store. If returning by post, shipping costs are the responsibility of the customer. We recommend using a tracked and insured service.

In-store returns: Bring the item to our shop during opening hours — no appointment needed.

Refund Timeline

  • 1 Once we receive and inspect your returned item, we will process your refund within 5 working days.
  • 2 Refunds are issued to the original payment method.
  • 3 If the item is returned damaged or with missing accessories, a partial refund may be applied.

Exceptions

Items marked as "Poor Condition" are sold as-is and may have limited return eligibility — please inspect the condition description carefully before purchasing.

Contact Us

If you have any questions about our returns policy, please get in touch:

Last updated: March 2026