Sell Phone Fast Cancellation and Device Return Policy

Effective date: 3 August 2026

This policy explains how to cancel an order and when a device will be returned. It forms part of the Sell Phone Fast Terms and Conditions.

Sell Phone Fast is a trading name of Gorilla Fones Ltd, company number 16636791, whose registered office is Docklands Business Centre, Suite 12/3D, 10–16 Tiller Road, Docklands, London, E14 8PX, United Kingdom.

1. Contacting us

To cancel an order, reject a revised offer, update a return address or ask about a return, email support@sellphonefast.co.uk and include:

• your full name;

• your order or quote number;

• the device model; and

• the reason for contacting us, if relevant.

We may ask for reasonable information to confirm your identity and protect the device from fraud or misdelivery.

2. Cancelling before posting your device

You may cancel your order at any time before posting your device. You do not need to give a reason and there is no cancellation charge.

If you cancel before posting:

• do not use the prepaid postage label;

• keep the device; and

• contact us if you want confirmation that the order has been cancelled.

A quote does not oblige you to send or sell the device.

3. Cancelling after posting but before ownership transfers

You may ask to cancel after posting the device, provided ownership has not yet transferred to us.

Contact us as soon as possible. If the parcel is still in transit, we may be unable to intercept it, but we will process the cancellation after it arrives. Following any identity, ownership and security checks reasonably required, we will return the device free of charge to a verified UK address.

If inspection or data erasure has already begun before we receive your cancellation request, the returned device may no longer contain the data or settings that were present when it arrived.

4. When ownership transfers

Ownership transfers to us when either:

• we confirm that the device has passed inspection and approve the original quoted price for payment; or

• you accept a revised offer.

Until that point, you remain the owner, subject to any lawful retention described in this policy or our Terms and Conditions.

Once ownership has transferred and payment has been approved, the sale is final. We are not required to return the device unless the law requires it or we agree otherwise in writing.

5. Revised offers

The online quote is based on the information you provide. After receiving and testing the device, we may make a revised offer if, for example:

• the model, storage, network status or specification is different;

• the condition or functionality does not match the description;

• the device is activation-locked, network-blocked or otherwise restricted;

• non-genuine or replacement parts materially affect its value;

• parts are missing; or

• the quote has expired.

We will explain the principal reason for the change and state the revised price. You may accept or reject it. We will not treat silence as acceptance.

Unless we give you longer, you will have 5 calendar days to respond. We will send at least one reminder if you do not respond.

If you reject the revised offer, or do not respond after our reminder and response period, we will return the device free of charge to your verified UK address.

6. Devices we may be unable to return normally

We may suspend an order, withhold payment or delay or refuse a return where we reasonably believe the device:

• has been reported lost or stolen;

• is subject to finance, hire purchase, rental, insurance ownership, a security interest or another third-party claim;

• is counterfeit or has an altered or invalid IMEI or serial number;

• is connected with fraud or other unlawful activity; or

• must be retained, surrendered or disclosed under a legal obligation or request from a competent authority.

We may ask you for proof of identity, ownership, purchase, finance settlement or authority to sell. We may also contact or cooperate with the police, network operators, insurers, finance providers or other competent authorities.

We will not return a device where doing so would be unlawful. If the concern is resolved and there is no lawful reason to retain it, we will continue the order or arrange its return as appropriate.

7. Activation locks, accounts and passcodes

Before posting, you must:

• remove Apple Find My, Google Factory Reset Protection and any similar activation lock;

• sign out of cloud and manufacturer accounts;

• remove SIM and memory cards; and

• remove screen locks and passcodes needed for inspection.

If a lock prevents inspection or return, we may ask you to remove it remotely. We will not ask for your Apple ID, Google account or banking password.

If you do not remove a lock after reasonable reminders, we may be unable to complete the purchase. We will explain the available next steps, which may include returning the device where it is lawful and practical to do so.

8. Data on returned devices

You are responsible for backing up any data you want to keep and securely erasing personal data before posting the device. Removing a SIM card does not erase data stored on the device.

For privacy and security, we may erase, factory-reset or otherwise process a device soon after receipt. We cannot restore data, apps, accounts, settings, eSIMs or other content after deletion. A cancellation or return request does not guarantee that data will remain on the device.

9. Return method and delivery

Returns under this policy are normally sent:

• free of charge;

• using a tracked service and, where appropriate, signature on delivery; and

• only to the UK address provided with the order or another address we have verified.

We aim to dispatch an approved return within 5 business days after all necessary checks and any required action from you are complete. Delivery times after dispatch depend on the carrier and destination and are not guaranteed.

We will provide tracking information where available. You must tell us promptly if your address changes before dispatch.

10. Condition of a returned device

Inspection may require reasonable handling, diagnostic testing, charging, cleaning, removal of detachable accessories or use of device functions.

We will take reasonable care of the device while it is in our possession. Normal diagnostic testing or data erasure is not treated as damage. If you believe the device was damaged while in our possession, contact us promptly with your order number and supporting photographs or evidence where available.

11. Accessories and packaging

Unless we specifically ask for them, do not send cases, chargers, cables, SIM cards, memory cards or other accessories. Items sent unnecessarily may not add value to the quote.

We will take reasonable care of accessories received, but we cannot guarantee the return of unsolicited low-value packaging or accessories unless the law requires otherwise. SIM and memory cards may be securely destroyed to protect personal data and will not normally be returned.

12. Failed or unclaimed returns

If a return is refused, undeliverable or not collected:

• we will make reasonable attempts to contact you;

• you may be asked to confirm a correct delivery address; and

• we will hold the device for up to 90 days from our first notice that the return failed or requires your action.

We may charge only reasonable, evidenced additional delivery or storage costs caused by repeated failed delivery or your failure to provide the information needed for return. We will tell you about any proposed charge before arranging another delivery.

If you do not respond within the 90-day period despite reasonable contact attempts, we will deal with the device in accordance with applicable law. We will not claim an automatic right to keep it merely because time has passed.

13. Postage loss or damage before receipt

Where you use our approved prepaid postage method and follow the packaging and posting instructions, we will help investigate a parcel that is lost or damaged before reaching us. You must provide any posting receipt, tracking information, photographs or other evidence reasonably requested.

Any compensation is subject to the carrier's investigation, service conditions and applicable compensation limits. We will not be responsible for loss caused by prohibited contents, inadequate packaging, an incorrect label, or use of a different postage method that we did not approve, except where the law provides otherwise.

14. Complaints

If you are unhappy with a cancellation or return, email support@sellphonefast.co.uk with your order number and a clear description of the issue. We will investigate and aim to provide a substantive response within 10 business days.

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded. If this policy conflicts with our Terms and Conditions, the Terms and Conditions will apply, subject always to applicable law.