One of the big advantages of buying refurbished rather than from a private seller is your protection as a consumer. But it's worth knowing exactly what you're entitled to so you can claim it if you need to.
Your statutory rights
When you buy from a business (a shop or a professional refurbisher), the Consumer Rights Act 2015 says the goods must be:
- of satisfactory quality, taking into account that they're refurbished, how they were described and the price you paid;
- fit for purpose; and
- as described in the listing.
If they're not, here's what you can ask for:
- Within 30 days of delivery: you can reject the item for a full refund (the "short-term right to reject").
- After 30 days: the seller gets one chance to repair or replace it. If that fails, you can ask for a price reduction or a refund.
- In the first 6 months, a fault is presumed to have been there from the start unless the seller proves otherwise. After that, it's usually up to you to show it was.
The seller's own warranty
On top of your statutory rights, many shops offer their own warranty, often 12 months or more. It's a voluntary extra: read it to see what it covers (for example, whether it includes the battery) and what it excludes (drops, liquid damage, tampering).
Your right to cancel: 14 days
If you buy at a distance (online), the Consumer Contracts Regulations usually give you 14 days from delivery to cancel without giving a reason, and then another 14 days to send the item back. Unless the shop says otherwise, you may have to pay the return postage.
Some refurbished shops extend this period to 30 days or more. Always check the shop's current terms before you buy.
What a warranty usually excludes
- Damage from drops, knocks or liquids.
- Tampering or repairs by unauthorised third parties.
- Normal cosmetic wear.
- The battery, sometimes, unless it's below a specific minimum. Read the small print.
How to make a claim, step by step
- Document the problem: photos, videos and screenshots (for example, of the battery health).
- Contact the seller in writing, from your account or by email, and keep the case number.
- Say what you want: a refund, repair or replacement, and mention the Consumer Rights Act.
- If they don't respond or won't help, use the platform's resolution process, contact Citizens Advice or, for card payments over £100, ask your card provider about a Section 75 claim.
Buying from a private seller: what changes
If you buy from another private individual, most of the Consumer Rights Act doesn't apply: essentially, the item only has to be as described. We explain the difference in refurbished vs second-hand.
In short
When you buy refurbished from a business you're protected by the Consumer Rights Act, you usually get 14 days to cancel if you buy online and, often, an extra warranty from the seller. Keep your receipt, check the phone during the first few days (start with the battery) and complain in writing if something isn't right.