Refund policy

Changed your mind? You have 14 days

  • You can cancel any order within 14 days of the day you receive it — no reason needed. Tell us by email at support@kaelordevices.co.uk (you can use the cancellation form at the bottom of this page, but you don't have to).
  • You then have 14 days from telling us to send the device back to our UK returns address: 2 Silt Road, Ely, CB6 1QD, United Kingdom.
  • We refund within 14 days of receiving the device back — or of you sending us proof of postage, if that's earlier — to the payment method you used, including the cost of standard delivery. If you chose a faster delivery upgrade, the difference isn't refunded.
  • Return postage for a change-of-mind return is paid by you. Please use a tracked, insured service — the device is your responsibility until it reaches us. [Optional: we can email you a prepaid insured label and deduct £[X] from your refund.]
  • You're welcome to inspect the device the way you would in a shop: unbox it, turn it on, check it over. If it comes back showing use beyond that — accounts set up, a SIM used, protective films removed, marks that weren't there — we may deduct an amount that reflects the loss in value, as the regulations allow. We'll tell you the amount and why before we refund.
  • Sealed (unopened) devices: breaking the seal doesn't remove your right to cancel, but the device can no longer be sold as sealed, so a deduction may apply if the seal is broken.

Received something faulty? Your legal rights

Under the Consumer Rights Act 2015, what you buy from us must be as described, of satisfactory quality (taking into account its stated condition and price) and fit for purpose.

  • Within 30 days of delivery: if the device is faulty, you can reject it for a full refund.
  • After 30 days: you can ask us to repair or replace it. We must do that within a reasonable time and without significant inconvenience to you, and we cover the necessary postage. If the repair or replacement fails, or can't be done in a reasonable time, you're entitled to a refund — in the first six months, with no deduction for use.
  • In the first six months, if a fault appears we treat it as having been there at delivery unless we can show otherwise.
  • Faults on these devices are inspected at the manufacturer's official service centre in China. That's the route, and we're upfront about it — but it never shortens your legal rights or means you have to wait indefinitely. See our Warranty page for how it works.
  • Your legal rights sit alongside the 12-month Kaelor warranty. Nothing in the warranty limits them.

How to return a device

  • Email support@kaelordevices.co.uk with your order number. For a fault, add a short description and, if you can, photos or a video.
  • We reply within [1] working day with a returns reference and instructions.
  • Remove your accounts (Google, Samsung, Huawei) and any screen lock. We can't process a device that's activation-locked.
  • Pack it in the original box if you still have it, with all the accessories it came with, inside a plain outer box.
  • Post it to 2 Silt Road, Ely, CB6 1QD, United Kingdom — never to China. Keep your proof of postage.
  • We confirm receipt, and refund within 14 days.

A few details

  • Refunds go to the original payment method. Card refunds usually show within 3–5 working days of us issuing them.
  • Orders outside the UK: the same 14-day right applies. Return postage for a change-of-mind return is paid by you, and any import charges on the way back are yours; for a faulty device we cover the necessary postage. [Confirm.]
  • This policy is part of our Terms of service. Questions? support@kaelordevices.co.uk · [PHONE].

Cancellation form

You can use this form to cancel, but you don't have to — an email saying you want to cancel is enough.

To: [COMPANY LEGAL NAME], trading as Kaelor Devices, Sir Henry Parkes Road, Coventry, England, CV4 8GG, United Kingdom, support@kaelordevices.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

  • Ordered on / received on: ____________________
  • Order number: ____________________
  • Name of consumer(s): ____________________
  • Address of consumer(s): ____________________
  • Signature of consumer(s) (only if this form is sent on paper): ____________________
  • Date: ____________________