Shipping & Returns
Channel Islands Orders
Orders to the Channel Islands are delivered in partnership with Jersey Post and Guernsey Post respectively. Our Royal Mail return labels will also work in the Channel Islands.
We dispatch Channel Islands orders using our next-day delivery service; however, due to the onward delivery process to Jersey and Guernsey, delivery typically takes 2-3 working days from dispatch.
How long does delivery take?
We offer FREE next-business-day delivery with every order to mainland UK destinations.
Orders placed before 14:00 Monday to Friday will normally be dispatched the same day using our Royal Mail next-day delivery service. Orders placed after 14:00 will be dispatched on the following working day, subject to stock availability.
Orders placed on weekends or bank holidays will be processed on the next working day.
Channel Islands orders typically arrive within 2-3 working days from dispatch. Please allow additional time compared with mainland UK deliveries.
Please note that delivery timeframes are estimates and may occasionally be affected by circumstances outside of our control.
Can I track my order?
Yes, you can track your order by clicking HERE.
Simply enter the tracking number provided in your order confirmation email. All our shipments are fully tracked.
Changed your mind?
Buying a phone or tablet shouldn't be complicated or stressful. That's why we've made our returns process as straightforward as possible.
The returns and warranty options available depend on whether you have a Pay Monthly device or have purchased your device outright.
Pay Monthly Orders
All Pay Monthly devices come with a full-term warranty, providing warranty cover for the duration of your Pay Monthly agreement.
You can cancel your Pay Monthly agreement at any time by returning your device to us. Please contact our customer support team to arrange the return of your device and cancellation of your agreement. Your cancellation will be processed in accordance with the terms of your Pay Monthly agreement.
If your device develops a fault while your Pay Monthly agreement is active, we'll be happy to repair or replace it in accordance with your warranty.
Outright Purchases
Devices purchased outright come with a 1-year warranty from the date of delivery.
Outright purchases are also covered by our 30-day change-of-mind returns policy. If you change your mind about your purchase, you can return your device within 30 days of delivery, subject to the return conditions below.
After our 30-day change-of-mind returns period has ended, returns simply because you have changed your mind are no longer available under this policy. If your device develops a fault, however, your warranty and any applicable statutory consumer rights are unaffected.
How do I return my item?
Simply contact us by email or phone. Our customer support team will provide you with return instructions, including a prepaid Royal Mail return label. You can then drop your item off at a local Post Office at no cost to you.
What is the return process?
Before returning your device, please remove your passcode, Face ID and iCloud account where possible. Here's help on how to remove your iCloud details.
Please securely package your return and include your original order invoice or other order information so that we can identify and process your return when it arrives.
You can use the link below to generate a free Royal Mail return label.
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Change-of-mind returns
For change-of-mind returns of outright purchases, we ask that your device is returned in the condition in which it was supplied, together with any accessories, extras or other items supplied with your order.
We may make an appropriate deduction from a refund where permitted by law if the value of the device has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functionality.
This does not affect your rights where a product is faulty, damaged, not as described or otherwise does not conform to your statutory rights.
What if my device arrives damaged?
If your device arrives cracked, bent or otherwise damaged in transit, please contact us as soon as possible. We ask that visible transit damage is reported within 24 hours where possible so that we can promptly investigate the issue with the delivery courier.
We will provide instructions for returning the damaged item and arrange an appropriate resolution. We may also ask you to provide photographs or other information to assist with our investigation with the delivery courier.
Reporting delivery damage outside of 24 hours does not affect any statutory rights you may have in relation to damaged or faulty goods.
What if my device develops a fault?
If your device develops a fault, please contact us and we'll help you with the next steps.
Pay Monthly Warranty
Your device is covered by our full-term warranty for the duration of your Pay Monthly agreement.
Outright Purchase Warranty
Your device is covered by our 1-year warranty from the date of delivery.
Depending on the circumstances, we'll arrange a repair, replacement or other appropriate remedy in accordance with your warranty and any applicable statutory rights.
We ask that your passcode and iCloud account are removed before returning your device where possible. If you're unable to remove them, please let our customer support team know before returning the device.
For security purposes, replacement devices will normally only be sent to the original address entered on your order unless otherwise agreed with our customer support team.
Can I cancel my order?
Pay Monthly Cancellations
You can cancel your Pay Monthly agreement at any time by returning your device to us. Please contact our customer support team to arrange the return and cancellation. Cancellation will be processed in accordance with the terms of your Pay Monthly agreement.
Outright Purchase Cancellations
Our change-of-mind returns policy allows you to return an outright purchase within 30 days of receiving your device. Please contact us within the 30-day period to arrange your return.
We require your order details or other proof of purchase to process your return. Contact us by email or phone and our customer support team will provide return instructions, including a prepaid Royal Mail return label.
How long does the return process take?
Shipping your item back to us using our prepaid shipping label typically takes up to 2 working days. Once your return is received, our team will inspect and process it. We'll then email you to confirm that we've received your returned item and let you know the outcome.
Where a refund is due, it will be returned to your original payment method for security purposes. Processing times can vary depending on your payment provider.
Late or Missing Refunds
If you haven't received an expected refund, please check the date of our refund confirmation email and allow at least 5 working days for the payment to clear.
If you still don't see your refund, please reply to our refund confirmation email so that our team can check its status.
You may also wish to contact your bank or payment provider, as there can sometimes be additional processing time before a refund appears in your account.
If you've completed these steps and still haven't received your refund, please contact us at lease@grademobile.co.uk.
How long will it take to receive my refund?
Once your return has been received and inspected, we'll email you to confirm the outcome of your return.
Where a refund is approved, it will be sent to your original payment method and is normally expected to reach you within 3-5 working days, depending on your payment provider.
Returns after 30 days
Outright Purchases
Our change-of-mind returns period ends 30 days after delivery. After this period, refunds simply because you have changed your mind are not available under our change-of-mind policy.
This does not mean your rights relating to a faulty product end after 30 days. If your device develops a fault, please contact us. Your device is covered by our 1-year warranty and you may also have statutory rights in relation to faulty, damaged or misdescribed goods.
Pay Monthly
The 30-day outright purchase returns period does not apply to cancellation of your Pay Monthly agreement. You can cancel your Pay Monthly agreement at any time by returning your device to us, subject to the terms of your agreement.
Your Statutory Rights
Our warranties and returns policies are provided in addition to your statutory consumer rights and do not replace, restrict or reduce those rights.
If goods are faulty, damaged, not as described or otherwise do not conform to your legal rights, you may be entitled to remedies under applicable consumer law. The remedy available will depend on the circumstances and may include a repair, replacement, price reduction or refund.
Nothing in this returns or warranty policy is intended to exclude or limit any statutory rights that cannot legally be excluded or limited.