Returns and refunds policy

Last updated: 11 September 2026

This policy covers returning goods bought from Yappl Limited and how refunds are paid. It sits alongside your legal rights, which it does not affect. For ending a service or contract, see our cancellation policy.

Returning something you have changed your mind about

Where you bought without coming into the shop, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive the goods to change your mind.

• Tell us by email at info@yapplmobile.shop or by calling 0808 117 6611. A clear statement is enough; there is no special form.
• Return the goods within 14 days of telling us.
• You pay the cost of returning them unless they are faulty or not as described.
• We refund within 14 days of receiving the goods back, or of proof that you have sent them.

Condition of returned goods

You may handle goods as you would in a shop to check they are as expected. If you go beyond that and the value drops as a result, we may reduce your refund to reflect it. In practice that means:

• Handsets should be returned complete with charger, cable, documentation and original packaging.
• Remove any device lock or activation lock and sign out of your accounts. We cannot process a return on a locked handset.
• Back up and wipe your data before returning a device.
• SIM cards that have been activated cannot be returned, as they cannot be resold.

Faulty goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery you can reject them and get a full refund.
• After 30 days and within six months we will repair or replace them. If that is not possible or does not work, you can have a refund.
• After six months the same rights apply, but you may be asked to show the fault was present at the point of sale.

A manufacturer warranty may also apply and runs alongside these rights rather than replacing them.

Purchases made in the shop

The 14 day change-of-mind right applies to distance sales and not to purchases made in person. We will still exchange or refund unused goods in their original packaging within 14 days on production of a receipt, at our discretion. Your rights on faulty goods are unaffected.

How refunds are paid

Refunds go back to the original payment method. Card refunds usually appear within three to five working days, though your bank may take longer. Where a handset was supplied as part of a network contract, any refund of airtime charges is a matter for the network under its own terms.

How to return something

Contact us first so we can give you a returns reference. Return by post to Yappl Limited, 4 Maisies Way, South Normanton, Alfreton, England, DE55 2DS, or bring it into the shop. Obtain proof of postage; until we receive the goods they remain your responsibility.