If you have bought a mobile phone, it must be:

• Of satisfactory quality.
• Fit for its purpose.
• As described.

When a mobile phone doesn’t meet some or all of these conditions:

If you have only had the phone a few weeks or haven’t had a reasonable opportunity to check it, you are probably entitled to a refund for a fault or poor description, or alternatively you may request a replacement. If you wish to reject the mobile phone because of a fault or because it does not conform to the standards listed above, and you want a refund, then use our request a refund for faulty goods letter, request a refund for goods not fit for their purpose letter, or request a refund for goods not matching their description, as needed.

If the fault is only minor and can easily be put right, it is reasonable to accept a repair. You can request a repair from the seller by using our request a repair of faulty goods letter. This repair should be done to a satisfactory standard at no additional cost to you. If the repair is not carried out to a satisfactory standard, then you are entitled to seek a refund. To get your money back in this situation, you can use our letter to request a refund for goods improperly repaired.

If you have had the phone longer than a few weeks or have had a reasonable opportunity to check it, you are probably still entitled to a repair or replacement. If you would like a repair, you can request one from the seller by using our request a repair of faulty goods letter. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore goods to a satisfactory condition. If the mobile phone is not restored to a satisfactory condition, you are entitled to a refund and can get one by using our letter to request a refund for goods improperly repaired.

If the phone cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reduction from the price you paid to allow for the use you have had from the phone.

If you are out of pocket in any other way, you may be entitled to compensation over and above the price of the phone. You can use our letter to request compensation for any damage caused by a fault if this has happened to you.

Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer. If they refuse to sort out your problem, then use our letter to reject a seller's denial of responsibility for faulty goods.