How Can I Return My Device?

We are more than happy to process your return request (for a repair, replacement or refund), though please note refunds can only be initiated if we receive your device within 30 days from the date of purchase, as per our Terms and Conditions, based on the Consumer Rights Act of 2015. Please follow the steps below to return your device to us.

Step 1:

Please make sure all personal information has been removed, you have signed out of your iCloud account and the device has been factory reset. If you cannot access the device to sign out of your iCloud, please go to Step 2. Please remember that all your information must be removed from the device for data protection. If any information remains, we will safely perform a data wipe and your information will be lost. If your device arrives to us with your personal information attached, we will take this as your acceptance for the device being data wiped.

Step 2:

If you cannot access the device to sign out of your iCloud please follow the steps below to remove the iCloud account remotely, along with the Find My iPhone feature.

a - Please visit iCloud.com

b - Log in to your iCloud account using your Apple ID and password

c - Select 'Find my iPhone'

d - Select the relevant device

e - Select the option to 'remove from account'

f - Please note the 'erase device' option will not remove the iCloud, so you must select 'remove from account'.

g - You can also use the links below to remove your details, remotely, in case the device is non-functional.

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Step 3:

Once the details have been removed prepare the package for its return. You can return your device to us, free of charge, by either; generating and printing a Royal Mail shipping label or generating a QR code for the Post Office to scan,  by following the link here -https://www.royalmail.com/track-my-return/create/3507.

a - There may be a text field that requires the device's IMEI or serial number. 

b - If you cannot access these details, please use your order reference in the field.

c - The Royal Mail label is insured up to £150.00. If you require higher insurance coverage, your service can be upgraded at the Post Office at your own cost.

d - You can use any other courier/postal provider at your own cost. Please ensure that your chosen courier can deliver to a PO Box.

Step 4:

You must box up and wrap your device safely and securely. We recommend returning the item in the original packaging and you may use additional packaging if you wish, we encourage reusing packaging you may already have but please ensure it is clean and suitable for your parcel.

Step 5:

If you require any further details please find our Terms and Conditions here - https://grademobile.co.uk/pages/terms-conditions

Please allow up to 48 hours for our team to process your request upon the parcel's arrival at our offices. Additionally, please keep in mind that our offices are closed on the weekends and bank holidays.