Imperial Phones is owned and operated by IMPERIAL PHONES LNDN LTD.

IMPERIAL PHONES LNDN LTD is a registered company in England & Wales – Company number: 11533080

Tel: +44(0)2034177989 (Monday – Friday 9am – 5pm) GMT

Here at Imperial Phones we not only aim to provide you with the latest and must-have technology at the most affordable prices, which in turn avoids lengthy and expensive contacted devices, where you are truly in control but we have also identified that offering exceptional customer experience whether it be on our online store or in the form of after sales care and support, is important to our customers, that’s why we have invested heavily in customer services function so you can be sure that our friendly and professional UK staff are on hand 7 days a week to deal with any queries, questions and concerns you may have however large or small.

The most effective and efficient way to get any query resolved would be getting in contact via any of our three email addresses below, we aim to respond within 18-24 hours and have an 85% success rate of dealing with all queries via email. Alternatively, if you wish to speak to one of our staff more urgently why not try our live chat option at the bottom of your screen. Availability does vary and does depend on the time of day but why not give it a try, if you are unsuccessful you can leave your contact details and we will be sure to get back to you promptly and within our organiations timeframe.

  1. – Contact our professional UK team for all general enquiries and information.
  2. – Contact our friendly sales team for anything related to sales, such a delivery and payment options available they will be more than happy to assist you.
  3. – Contact our professional repairs team for any repair related information and queries, they are true professional ask them anything you will be surprised with their intelligence and knowledge of consumer electronics.

Terms and Conditions Content Index

1. Imperial Phones Contract of Sale
2. Payment Details
3. Prices

4. Delivery
4.1.1 Repair Delivery
4.1.2 Shop Delivery
4.1.3 Failed Delivery Attempt
4.1.4 Late Delivery
4.1.5 Loss of the Parcel
4.1.6 International Customers (Outside UK)

5. The Contract Between Us
6. Liability
7. Alterations to Imperial Phones
8. Your Data

9.1.1 Age Related Sales
9.1.2 Unauthorised sales
9.1.3 Placing an Order with Imperial Phones – Purchase Fulfilment
9.1.4 Payment of an Order
9.1.5 Fulfilling an Order

10. Imperial Phones Refund and Exchange Policy
10.1.1 Imperial Phones Distance Selling Regulations

11.How to Return or Exchange an item
12. Refunds

13. Returns
13.1.1 Imperial Phones Fair Returns Policy
13.1.2 Returning Goods to Imperial Phones after 30 Days (Faulty)
13.1.3 Returning Goods to Imperial Phones after 30 Days (Non-Faulty)
13.1.4 Disputed Charges
13.1.5 International Returns

14. Promotions/Discount Codes

15. Warranty
15.1.1 Warranty Repairs
15.1.2 Warranty for New/Used and Refurbished Devices Sold by Imperial Phones

16.1.1 Repair Process and Delays
16.1.2 Non-Refundable Repairs
16.1.3 Additional Repairs
16.1.4 Water Proof Repairs
16.1.5 Testing
16.1.6 Cancellations
16.1.7 Returns
16.1.8 Error 53
16.1.9 Grey Screen of Death
16.2.0 iOS 10 Update
16.2.1 iOS 11 Update
16.2.2 Blocked Devices

17 Insurance
18 Communication
19 Exports/Imports & Customs

1. Imperial Phones Contract of Sale


The following information is an agreement applicable to all customers of between those who obtain services and products sold upon, IMPERIAL PHONES LNDN LTD and ( Terms and Conditions will be applicable to all whom visit and/or make a valid purchase upon the website or by phone. Your information will be stored and used in an appropriate manner in accordance with the Data Protection Act 1998.

The Contract of Sale is formed between Imperial Phones and You (The Customer) upon completing and submitting the electronic order form through our website or any orders placed on the phone, you will be agreeing to the following Terms and Conditions and are making an offer to purchase goods from IMPERIAL PHONES LNDN LTD. Our acceptance to your offer will only be considered complete at the time we send the despatch confirmation e-mail or once an SMS containing the same information is sent to you, on some occasions it may be the case that completion is when the goods you ordered are despatched, whichever scenario happens first.
If for any reason your order is rejected before we accept your offer and payment has been taken, a full refund will be made immediately. Any goods upon the same order which we have not confirmed in the despatch confirmation e-mail or SMS that have not been despatched to you do not form part of the binding contract between you and IMPERIAL PHONES LNDN LTD.


2. Payment Details


Imperial Phones currently accepts a wide range of payment methods, such any major Credit Card, Debit Card, PayPal, Cheque, Bank Transfer. Each payment method will be subject to the same order security checks and Imperial Phones will withhold the right to take full payment for the goods ordered at any point during the order process.

Debit Card/ Credit Card - (Visa, Visa Debit, Visa Electron, Maestro, MasterCard)
PayPal payments - will be processed in Sterling GBP (£) and the applicable conversation rate is required to be paid by the customer.
Cheques – Full payment is required to clear prior to goods being dispatched
Bank transfer – Full payment will be required before an order is dispatched – all customers are required to cover and charges made by both the sending and the receiving bank.

All product prices and delivery charges are shown in UK pounds sterling (£). Your payment card company will perform any currency conversion.

All payment has to be made and cleared prior to any repairs undertaken or any device(s) or product(s) being dispatched.

All information is collected lawfully and in accordance with the Data Protection Act 1998, thus Customers have a right, upon request and proof of identity, of access to the information held about them and have the right to have factually incorrect information corrected.

3. Prices

Imperial Phones prices are subject to change and are in constant flux, which are liable to change at any time; the prices shown are subject to adjustments at any time.

Promotional items state the price and duration and such prices only apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except otherwise stated.

All prices are clearly disclosed provided there are no obvious typographical errors.

4. Delivery

4.1.1 Repair Delivery

Our Free returns address from Royal Mail only covers loss of items up to £250. If you would like to cover your item for more than £250, please select your own courier to do so. Any goods shipped to you must be examined upon receipt. Please contact us immediately (within 3 days) if you have received your item damaged by the courier. Once your device is repaired it will be posted out the same day via one of our trusted couriers. Our couriers state that they aim to deliver the next working day. However, in certain circumstances a delay may be caused so could take up to 3 working days.

Please take your packaged device to your local post office (please refrain from taking directly to the post box, as this may cause delays in the service). Please make sure you get a receipt with a tracking number from the Post Office so you can track your parcel. Failure to get a tracking number will mean your parcel cannot be tracked.

As we provide our own free shipping service we will not reimburse any additional shipping payments made by the customer.

In the very rare occasion, the device is lost in the post, we will need a copy of the receipt with tracking information (number/barcode) and the original receipt of the purchased item to make a claim. Please note this may take up to 28 days to be processed before any further action can be taken.

When sending your device, if you choose to include separate parts, you are sending these at your own risk and we will not be held responsible if these parts go missing before your package is delivered to us. Please ensure the parts are well sealed and wrapped so nothing goes missing. When your package arrives with us we log in all the separate parts we receive, which will be noted.

4.1.2 Shop Delivery

When purchasing a product from Imperial Phones the courier used is selected by the company and cannot be changed by request this is typically Royal Mail First Class Sign for or Royal mail 24 if you opt in for our next day delivery service. As it is a signed for service, we are unable to leave with a neighbour or in a 'safe' place the delivery would certainly need to be singed for. Once your order has been dispatched, we are unable to change the address.

When needing to change address, whether it be on your additional payment or original order, please contact us before the item is in the process of being dispatched, you can do this by contacting us via email with details of your new address at

If you leave notes at checkout asking for specific requests or dates, we cannot guarantee this request will be fulfilled. However, we do aim for items to be dispatched within 7 working days, unless any errors occur, which you will be informed about.

If you receive your package back and there's damage to your item please contact our customer support team straight away on Please make sure you do not throw away any of the packaging as we will need this sent back with the item so we can proceed with the claim, if we do not have this we will not be able to proceed with the claim and repair the device. Please note, claims may take 28 days to complete.
Please note all international shipping cost for repairs, to us, will be covered by the customer, we will cover return postage only. As stated upon checkout of item.
For refurbished device orders, please allow 7 working days for your order to be processed. Once dispatched you will be notified by email and the status of your order will be marked as shipped.

Please note in some circumstance’s delays can occur due to strict quality control measures.

4.1.3 Failed Delivery Attempt
In the event of a failed delivery, depending on the circumstances and the carrier's policy, the customer may receive a note of passage such as a ‘while you were out card’ – this is the methods used by royal mail, these items will require collection after the initial delivery attempt. On the reverse of the card there will be opening and closing times for you to collect your parcel the very next working day (that’s If they are closed – sometimes can collect the same day).

4.1.4 Late Delivery
At times a parcel may not be delivered within the expected time allotment or stated delivery time frame given by the carrier and/or Imperial Phones and the delay extends too long we would expect the Customer to contact Imperial Phones in order to open an inquiry to establish the whereabouts of the parcel, i.e. the parcel may be lost/stolen/missing.
Please do note that in the case of delivery a working day is classed as any day other than weekends or public holidays.
4.1.5 Loss of the Parcel
Should such a situation arise, Imperial Phones is compelled to respect the time-frames set by the carriers in regard to declaring the loss of the package, processing a claim with the courier and then refunding the shipment or replacing the item for the customer. Hence, the Customer is also bound to the same time-frames:

In order for Imperial Phones to officially declare a parcel lost, the Customer has 2 days to declare the loss of a parcel in the UK or starting from the date he or she received the shipment confirmation e-mail. Beyond this time period, no claim will be accepted. *Please note that for International shipments this will be extended in accordance with the courier service you select, we require notification within 2 days of the delivery estimation date.

Should the parcel be declared as lost within the above mentioned time, Imperial Phones will attend to filing a claim with the carrier and may eventually ask the Customer for additional documents to complete the composition of the file's content. The Customer will then need to send the information as soon as possible.
The final response related to claims is given by the carrier within a one to three-week period. The nature of the response can be one of two types: either the parcel is found and then sent back to the Customer by standard procedure, or the parcel is declared as lost by the carrier and Imperial Phones informs the Customer. In this case, and in accordance with the customer's wishes, Imperial Phones can make a second shipment of the order or proceed by fully refunding the Customer for the total amount paid.
In the event of loss, Imperial Phones will send the customer a (P101) Non-Receipt Declaration form, which will be used as part of the investigation process. This form will be a declaration of non-receipt and should further investigation and/or GPS data prove that the item has been delivered successfully to the correct location then this will be used as part of a legal case towards the recipient. This may or may not involve a police investigation and will not be limited to the purchaser of the goods but also the individual/individuals who signed/received the goods at the specified delivery location. Please contact our customer service team to enquire further about this form in the event of any lost goods. Timeframes for completion and replacement will vary on a case to case basis.

4.1.6 International Customers (Outside UK)
For customers outside the UK, you will be required to arrange your own courier to get the device to us and pay an additional fee to get the device sent back to you using a secured international postal service, prices will vary depending on the destination.
Our free return postage label does not apply to international customers (Outside of the UK) if required to return your item, you shall need to arrange your own courier to return the item to us. The courier charge will not be reimbursed.

5. The Contract Between Us

Any contract for purchases made through the website will be with Imperial Phones. Imperial Phones must receive payment of the whole of the price for the goods that you order before your order can be accepted, and the contract formed.
Once payment has been received Imperial Phones will confirm that your order has been received by sending an email to you at the email address you provide in your registration form. The shipment email will include your name, the order number and the total price. Imperial Phones acceptance of your order brings into existence a legally binding contract between us on these terms. Any term sought to be imposed by you in your order will not form part of the contract.
Imperial Phones is entitled to withdraw from any contract in the case of obvious errors or inaccuracies regarding the goods appearing on our website. If an error or inaccuracy is discovered with regards to the advertised price of the goods that you have ordered, we will contact you as soon as possible by e-mail. This will be to inform you of the correct price of the goods, and to ask you if you wish to continue with the order at the amended price, or to cancel the order altogether.
Personal data - All handsets which are sold on the Imperial Phones website will have been through a 100-point check and test, Hygiene cleaned and factory reset by one of our professional technicians. If a phone is received by a customer and there is data on the handset, it is the customers responsibility to wipe this data.
When the customer submits an order, he/she automatically accepts the present Terms and Conditions. Said Terms and Conditions are valid with the exclusion of any other terms, except by written agreement signed by the parties.

The present Terms and Conditions are subject to adjustments at any time. It should be stressed that the Customer reads them on a regular basis. Each version is specifically dated. Therefore, any orders placed by the customer are governed by the online Terms and Conditions in effect at the time at which orders are placed.

6. Liability

If your device is damaged beyond economical repair through our negligence or wilful misconduct, our liability will be limited to the cost of providing a replacement with a product that is the same or similar to your device. You have sole responsibility for any data stored on your device and we accept no liability for loss or corruption of such data however caused. It is your responsibility to keep a record of any such data.

When sending in a damaged device, our technicians will probably need to open up the device to either diagnose or repair it, this comes with an element of risk and may result in some minor damages to your device. We do everything possible to ensure this doesn't happen, however, if it does happen and the damages are significant we will offer a replacement or repair.

We will not be responsible for any damage or fault caused by a previous repair.
When sending in your mobile phone or tablet device for screen repair or home button repair, Imperial Phones will not be held responsible if the Touch ID feature does not work after the repair is carried out.

Imperial phones are not responsible for damages or losses that result from participating or inability to participate in the offers whether affiliate or otherwise, or reliance on or use of information, services, or merchandise provided on our websites. The User acknowledges and agrees that Imperial Phone neither endorses the contents of advertisements or third parties' websites, nor assumes responsibility or liability for the accuracy of material contained therein, or any infringement of third party intellectual property rights arising there from, or any fraud or other crime facilitated thereby.
Imperial Phones is not responsible and assumes no liability for changes or discontinuances of service from providers which may affect offers. Imperial Phones, however does not limit its liability for death and personal injury resulting from its negligence.
You agree to indemnify and hold Imperial Phones, its affiliates, officers, and employees harmless from any claim, demand, expense, or damage, (including reasonable legal fees) relating to your breach of this Agreement and your posting of any material on this site.

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website or provide to You, we make no warranties, whether express or implied in relation to its accuracy.
Product images are for illustrative purposes only and may differ from the actual product.
We reserve the right to repossess any goods that have not been paid for in full and invoice you for any legal, delivery and restocking costs incurred. All trademarks published are the property of their respective companies. Imperial Phones has the right to cancel orders where we deem the order to be fraudulent and also where delivery of products may not be fulfilled. In such cases a full refund will be issued.
This agreement is governed by English Law and You and we submit to the non-exclusive jurisdiction of the English courts.
Matters beyond our reasonable control
If we are unable to provide this Service because of something beyond our reasonable control such as technical failure, lightning, flood, or exceptionally severe weather, fire or explosion, civil disorder, war, or military operations, natural or local emergency, anything done by government or other competent authority or industrial disputes of any kind (whether or not involving our employees), We will not be liable for this.
When user information is shared with Imperial Phones, we reserve the right to use your information to enable Imperial Phones to obtain and/or provide supplementary information and services, this may be for a number of reasons, for example, but not limited to, Purchase Feedback, Revenue Protection and Assisting with Delivery. Your information will not be sold nor will it be used inappropriately. By using the Imperial Phones website, you agree to this data sharing.
Should any of the terms and conditions be deemed to be unenforceable in a court of law then the relevant section shall be removed from the terms of sale and the integrity of the remaining terms will be upheld

7. Alteration to Imperial Phones

Imperial Phones reserve the right to make any amendment’s or changes to the terms & conditions of sale, the items represented on our website, policies or any aspect of our service. Customers will be subject to the terms of sale at the point of placing an order only and changes will only be applicable to Customers who purchase after any amendments have been made. Content shown on the Imperial Phones website is done so with the permission of the creator and may not be copied or mirrored without the consent of

Should you have any comments in relation to issues on our website, with our terms and conditions, our service or just a general query then please do not hesitate to contact us at

8. Your Data

Please ensure your data is wiped or backed up via your operating system before sending your device to us. Our repairs are carried out with professional methodology but we cannot guarantee the data will be on the mobile device when it is returned to you. We do not offer a data recovery service. Pin Locks and passwords must be removed before you send your device to us. We advise that all sim cards, memory cards and accessories are taken off the device before sending to us for repair, as we will not be liable for the loss. We may need to update your iOS to ensure the repair is carried out correctly. If you are returning a purchased device from us please also remove any data or accessories such a sim cards as we cannot promise the return of these items or any data.

By sending your mobile device to Imperial Phones, you agree to release us from all claims, damages or losses with respect to the mobile device, any data stored therein or on any media used in conjunction with the mobile device (This could be in the form of personal details, SMS, photos, games, songs or other data). We accept no responsibility in relation to the security, protection, confidentiality or use of such data and it is the responsibility of the customer to ensure that such data is removed from the mobile device before sending the device to Imperial Phones.

9. Sales

9.1.1 Age Related Sales

All orders placed by those under 18 years of age must be with the consent of a parent or carer with any subsequent information given by the child to be done so with the consent of a parent or carer. We also require the card holder to be available in order to give information in cases where an individual under 18 years of age is placing an order. The Contract of Sale is only upheld providing the aforementioned terms are upheld.

9.1.2 Unauthorised sales

Imperial Phones will endeavour to process all orders efficiently and effectively, should we believe an order has been placed without the cardholder/account holder’s permission then the order will be temporarily held pending clarification of this information. In the event an order is confirmed fraudulent the payment provider will be contacted and the contract of sale voided.

9.1.3 Placing an Order with Imperial Phones – Purchase Fulfilment

All sales will be commenced directly through the website, this site is the only valid location where authorised sales by Imperial Phones will be commenced and the goods and services provided by Imperial Phones (IMPERIAL PHONES LNDN LTD) will be shown only upon this website.

Imperial Phones will advertise products on the aforementioned web page; products will contain an accurate description of the goods being sold as per the manufacturers standard specifications, Imperial Phones will not be accountable for human error in relation to product information but will ensure that any problems caused as a result of this will be corrected and that the customer is duly refunded if payment has already been taken. Product images are for illustrative purposes only and may differ from the actual Product you receive.

Imperial Phones reserve the right to alter stock information at any point during the order process; Customers would be contacted should this have an effect upon their order.

By placing an order with Imperial Phones, you are indicating that you have read and agreed to the websites terms and conditions and have the capacity and authorisation to make an order.

All customers of Imperial Phones will be required to make an account in order to proceed with a purchase of goods from our website.

All orders placed will be subject to the current rate of UK VAT unless the following is applicable:

Your order is being delivered outside of the EU Zone or where UK VAT is not applicable by law.
You have supplied us with a valid and verified VAT number during the order process and are having the item delivered within the EU Zone but outside of the UK.
You have a valid reason to be exempt from VAT and in this situation relevant documentation will be required and the purchase will have to adhere to Government legislation i.e. VAT Relief for Disabled people, Overseas British forces (BFPO Addresses)

9.1.4 Payment of an Order

Imperial Phones will require payment with the stated terms (usually 30 days) and payment will be made in full for the agreed amount. Ownership of the item(s) will remain with Imperial Phones until full delivery and payment has been made, we reserve the right to reclaim the items should the payment not be made as required.

9.1.5 Fulfilling an Order

Imperial Phones will use your selected courier to fulfil any order, any dates given as a result of this delivery will be an approximation and may be subject to change; any problems with the received goods will need to be notified within 48 hours of receipt by the customer. Terms of return will be agreed prior to dispatch with our trade or account team and this will be given in writing via email, otherwise standard timeframes – 14 working days – will be applicable for unwanted goods. To enable the goods to be returned we require the goods to be kept and held in the same condition as receipt, should the item be damaged upon receipt we require this to be signed for as Unchecked and the damage to be reported immediately to our sales team. Goods that are made to order, or may be specifically ordered to fulfil your order and are not part of our standard stock system will remove your right to cancel the order.

10. Imperial Phones Refund and Exchange Policy

We will do our utmost to ensure that you are happy and satisfied with your purchase from Imperial Phones, however we understand that at times items may not be as expected and should you wish to return an item, you may do so within the timescales and conditions outlined below.
10.1.1 Imperial Phones Distance Selling Regulations
All online purchases are subject to distance selling regulations; this allows Customers to purchase an item from our website and then return the item should it not be required and/or not expected for full refund within 30 Calendar days of receipt. To enable this, we require the item to be returned with a proof of purchase, in an resalable condition ( the device needs to be unused, with no personal data loaded onto it and in identical condition to the condition of your original purchase) and in accordance with the Imperial Phones returns policy.

If you are returning a product, you must confirm your order number or supply proof of purchase.

If we are unable to verify your proof of purchase, we regret that we will be unable to issue a refund or exchange. Your statutory rights are unaffected.

If you choose to return an item, please do take care of it whilst it is in your possession. Please return your unused product; with the original packaging, accessories and manuals. Promotional bundles must be returned in their entirety in order for this to be refunded. See below for exclusions:

Distance Selling Regulations specifically excludes the following:

- Opened entertainment products (computer software, movies, music, video games, memory cards and USBs) as these will be deemed used;
- Products purchased with a subscription contract (unless purchased at distance, where you must inform us of your intent to return within 14 Calendar days)
- Mobile top-up cards;
- Items ordered especially for you (i.e. from the manufacturer)
- Any items that we have had to modify to fit in with your installation requirements (e.g. items that have had holes drilled through them).

In the event that the services are provided with your agreement prior to the end of this 30 Calendar day cancellation period, you lose your cancellation rights from the moment that the services are provided to you.

If you return a used item, we reserve the right to refuse a refund or reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected or satisfactory.

For all goods purchased online and returned within 30 days we would expect all goods to be returned in a resalable condition (identical condition as to what you received from your initial order so if returning a ‘excellent’ condition the phone must be returned in ‘excellent’ condition) and the goods must not have been used. This would require product seals, packaging and contents to be in-tact. We do understand that box seals in ‘new’ condition would need to be broken to assess the item however we would request that due care and attention is taken not to damage the package when the seals are removed. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.
When required, a cancellation can be made using the ‘Product Returns’ Section of your Imperial Phones account.
A refund of all monies received, including the outbound delivery cost, within 14 days of cancellation of the services contract or within 14 days of receiving goods back will be processed as standard. If you are able to provide proof of return before you receive the goods back, you should receive a refund within 14 days of sending that proof.
In the case of unwanted goods, Imperial Phones will not cover the cost of the postage fee incurred to return the goods to us.
Imperial Phones currently offers a Free delivery service and this would be classed as our basic rate, please note that any difference in cost between this and your original chosen delivery fee will not be returned.
In the case of faulty goods or incorrect goods returned within 30 days, if you choose to have the goods delivered by more expensive means than the cheapest standard delivery option offered/available, you will not receive a refund of the full outbound delivery cost, but only the cost of the standard delivery option which could have been chosen.
If the Customer decides to return their parcel by their own means, the refund of the expenses will not exceed the minimum delivery charge required by a trusted parcel service to return the item to us. Any service used above and beyond the standard rate will not be covered under this policy. Proof of posting will be required. Please ensure Imperial Phones UK Customer Services are consulted prior to any return fees being paid. All postage refunds must be agreed with the Imperial Phones Customer Service Team, in writing, via email prior to return.

Where goods received are faulty or not fit for purpose or as described, customers will have different rights which are covered by the Return under warranty policies.
It is our responsibility to supply you with the goods that meet your consumer rights. This Policy does not affect your legal rights.
Not applicable for business to business sales.

11. How to Return or Exchange an item

Our friendly and professional UK service team are on hand 7 days a week to sort all your queries, the best way to contact them is via email and we have a 95% success rate of responding to all customers within a 18-24 hour time period.


When you return a product, we’ll process your refund as quickly as possible and do our utmost to ensure this is within seven to ten working days of when we receive and verify the item. When you return a product that you purchased using a credit card, the same card you used will be credited with the refund. This is a guide in some circumstances may take a few working days longer but, in some cases, could be processed quicker.

13. Returns

13.1.1 Imperial Phones Fair Returns Policy
Imperial Phones operates a fair returns policy, this allows customers who have a faulty item to have the item returned to us for repair, replacement or in some cases a refund. This policy does not affect nor incorporate the 30 Calendar day distance selling regulations policy.

A Customer whose device is faulty within the warranty period will have the right to have their item returned for repair or replaced (where applicable such as non-repairable). Imperial Phones requires customers to ensure their return is authorised by our customer service team, this will require the Customer sending an email to our Customer Services team to identify the reason for return and the required action, after 14 days the outcome of this return will then be at the discretion of the Customer service team. After the return has been agreed a returns reference will be provided and you will be advised on how to return the item to us, all shipping and returns information will be supplied by our Customer Services Team.

Any returns that are sent to Imperial Phones without the knowledge or authorisation of the customer services team may be rejected. Imperial Phones will not take responsibility for any returned items that were not requested by our returns team or purchased from Imperial Phones, this includes SD cards/USB Cables/Cases etc... These items may be destroyed.

13.1.2 Returning Goods to Imperial Phones after 30 Days (Faulty)

Here at Imperial Phones we try our best to ensure that with every device sold they come with minimal risk of developing a fault, as all devices go through a 100 point test and check to ensure the device is fully functional and usable before entering our stock, however in the unlikely event that your device develops a fault within 30 days of purchase then a refund, repair or exchange would be available, should your product become defective after 30 days then your product will be covered under either the manufacturer’s warranty period where applicable, such as the devices sold in ‘new’ condition (Normally for a period of 12 months or more), however devices sold in ‘excellent’ or ‘good’ condition for example are likely to have expired manufacturer’s warranty, however stress not as you will be likely covered under Imperial Phones 12 month free warranty which is supplied with every device, this does vary depending on model but typically 12 months from delivery date, we will take care of the faulty device and get the item returned back to you promptly. If the device cannot be repaired we will replace a like for like or a full refund will occur whatever the customer prefers. Please refer to the warranty section to see what is covered under Imperial Phones 12 month warranty.
In all cases where the product is returned to Imperial Phones we would always need to assess and confirm the issue.
Should a fault occur within the warranty period (after 30 days) then it would be processed under the manufacturers limited warranty terms where applicable.
In all cases you may wish to visit the manufacturer's website or contact them directly, very often they may be able to offer troubleshooting and support for the issue you have with your product and this would result in a much swifter process.
As your point of sale, Imperial Phones would always be able to assist in a return to our premises and we will then deal directly with the manufacturer on your behalf.
Please be aware that items returned directly to us will experience a longer turnaround time than by contacting the manufacturer directly and that is why we would advise dealing with the manufacturer initially as you would have the problem resolved far quicker that way.
When you return your device, (if applicable) you'll need to ensure that it's unlocked and free of security software that might prevent us from being able to access it.
If the device is locked, disabled or out of warranty cover when you return it and we provide you with a replacement device, we may have to charge you the full cost of the device and / or not process a refund (if applicable):
When returning goods to Imperial Phones you'll also need to supply:
All the original parts
Any accessories or free gifts
Certificates, manuals, and warranty cards
Packaging (Box, Internal Packaging etc...)

Once back with Imperial Phones, providing this is within the warranty period and terms, the item will be forwarded to the Manufacturer for assessment and subject to the outcome of this a replacement (In some cases this may be a manufacturer refurbished item) or repaired item will be returned to the consumer.

All returned goods will be dealt with by Imperial Phones Customer Services at their discretion and will be dealt with accordingly; Imperial Phones will require all contents to be returned and to be in a good to new condition in the event that a refund has been agreed by a member of Imperial Phones Customer Services. This must always be agreed prior to return.

To contact our returns team, please see to left hand corner or bottom on home page to find email address.

If the item has been returned to Imperial Phones directly then a return would be rejected or subject to associated charges should the item show any signs of the following –

Changes to the manufacturer standard settings
Attempts to tamper with manufacturer fixings or seals or software.
Any personal data upon the unit, removable or not.
Seals upon software have been broken
The device has non-standardised pin(unlock) code
Manufacturer content (Software) has been removed/deleted
The issues with the device are not covered by the manufacturer’s warranty
*Imperial Phones will not take responsibility for lost data as a result of returning a device for replacement/repair or refund
If your return to the manufacturer does not conform to warranty standards and conditions this would be deemed outside of the manufacturer’s warranty. Imperial Phones would then be unable to provide the remaining warranty on the product and a chargeable repair and assessment fee may be applicable by the manufacturer and/or Imperial Phones for this and future repair work.
This policy does not affect your statutory rights.

13.1.3 Returning Goods to Imperial Phones after 30 Days (Non-Faulty)

Here at Imperial Phones we want to be sure that you are happy with your purchase and whilst we do not ordinarily accept unwanted goods back after 14 days, we may be able to make exceptions in certain circumstances.
All return agreements must be understood and agreed prior to raising a purchase order, otherwise you will be subject to our standard return’s details. Should items be in an unwarranted condition after return, Imperial Phones reserves the right to charge for the appropriate repair of the item or reject the return. All returns will be subject to authorisation by our accounts team and we would require the return to be sent back to Imperial Phones using a recorded form of mail.

Contact us directly to discuss your return further. –
Please do note that in certain cases this will involve a fee being applied for this service
This policy does not affect your statutory rights.

13.1.4 Disputed Charges
Where due care has not been taken with the item and a repair fee is required, a charge may be applied based upon Imperial Phones Customer Services and the manufacturers assessment. Should the customer disagree with this assessment then it may be possible to have an independent service centre assess your return. Should the outcome of this assessment be the same as the manufacturer then all associated charges will be forwarded to the customer. Refusal to make payment for these charges within 14 days may result in the manufacturer disposing of your item.

13.1.5 International Returns

All Imperial Phones goods are covered by either manufacturer warranty or Imperial Phones direct warranty. If in the unlikely event your goods develop a fault please contact your countries product support centre first. However, if no support is offered then the goods must be returned to Imperial Phones within the warranty period at the customers cost. We will cover the cost of returning the item to us only if the item is faulty upon receipt by the customer. If the Customer decides to return their parcel by their own means, the refund of the expenses will not exceed £7.99.

14. Promotional/Discount Codes

Promotional/Rebate codes are only valid online and need to be entered in the checkout process to obtain discount. Promotional Codes cannot be used in conjunction with any other promotional offers.

14.1.1 Complaints
Imperial Phones operate a fair complaints process and using the experience of our employees and the expertise of our Suppliers and/or Manufacturers we endeavour to resolve all complaints in a fair and prompt manner. We seek guidance from Trading Standards and other supporting authorities when attempting to resolve any dispute. Contact for any complaints and we will do our utmost to rectify the problem.

15 Warranty

15.1.1 Warranty Repairs

All repairs (with the exception of software related, battery and water damaged devices) come with a 12-month warranty. Battery related repairs come with 3 months warranty. This excludes faults relating to physical or accidental damage or if the device is opened whilst in your possession. If the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a charge for the repair.
Our warranty does not cover repairs on WIFI Faults on the iPhone 4 and 4S.

If you take your device to a third-party repairer, this will void the warranty on your device. This includes both repaired and purchased devices.
All software related repairs will not be covered by our warranty.
The warranty only covers the original repair. For example, if you pay for a screen repair and the screen becomes faulty, you will be covered with a 1-year warranty. If any additional faults occur that are not related to the original repair this will not be covered under warranty and will need to be paid for.

15.1.2 Warranty for New/Used and Refurbished Devices Sold by Imperial Phones

The warranty for new, used and refurbished mobiles and tablets sold by Imperial Phones differs depending on the device and only covers manufacturing defects in all circumstances. Typically, a device sold in ‘new’ condition will have manufactures warranty. Devices sold as used or refurbished, manufactures warranty cannot be guaranteed but they will come with 12 months FREE Imperial Phones direct warranty which started on the date of delivery. Please email if you require any more information or check the specific description to determine warranty supplied with that specific device.

This warranty does not apply to any defect in the goods arising from the below –
Fair Wear & Tear
Wilful Damage
Accidental Damage
Negligence by the Customer or any third party.
Usage otherwise than as recommended by the Manufacturer
Failure to follow the Manufacturer’s instructions
Any alteration or repair carried out without the Manufacturers approval.
This warranty or guarantee is in addition to your consumer rights.
If the fault is related to the above or happens outside of the warranty period, an extra cost may occur to repair. It does not cover physical or accidental damage.

With all used and refurbished devices sold by Imperial Phones, the battery will only be covered by a 3 month warranty maximum.
If you purchase a refurbished mobile device from Imperial Phones and you accidentally damage the device this will void all warranty. If after this you purchase a repair from Imperial Phones, if applicable you will be covered under a new repair warranty not the original warranty sold with the device.
If the device is damaged it shall not be covered under warranty.
If they pay to have repaired it still will not be covered by warranty due to any future faults that may occur. All warranty claims have to be reported within the warranty period and returned to our premises within two weeks from this date.

Please note a few faults are not covered by warranty as manufacturing defects, these include: Finger Print fault, WIFI faults caused by software updates, date and time faults caused by iOS updates.

If the device you returned has been reset we will need the iCloud / Google account information to be able to test the device, without this account information we will not provide a warranty.
Warranty on all accessories sold by Imperial Phones is 6 months.

16. Repairs

16.1.1 Repair Process and Delays

We aim to repair your device within 24-48 hours of receiving it. This is just an aim we target as a company, this is not a promise, as every repair varies in time and difficulty. Although 90% of all repairs get done on the same day, sometimes we encounter further issues that slow the repair down. If for any reason your repair will take longer, you will be notified of the reason and the estimated completion date. If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process.
Please be aware diagnostics may take longer than usual repairs as our trained technicians take the time to look at every element of the device and check for faulty parts.
Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 89% of devices that we diagnose are repaired.

With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass repair, which in turn passes the savings on to the customer, however occasionally the LCD may break, before this happens, we always notify the customer and the procedure about to happen and the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of the replacement LCD.

Liquid Damage repairs can take up to 7 - 14 days.
Any Motherboard related repairs can take up to 7 - 14 days.
Any Software related repairs can take up to 7 - 14 days.
Orders which have multiple repairs or require additional repairs may take longer.
Any time estimate for completion of the repair service, which may be given to you, is an estimate only and does not form any obligation under the terms of this agreement.
If we receive your device and we find there is nothing wrong with the device, we will send it back and refund you the difference. However, there will be a £9.99 handling fee deducted, this covers postage & diagnostic costs.
On a few iPad screen repairs occasionally, fine grid lines may appear, the screen will work without any problems just light grid lines may seem apparent which will not affect the performance of the screen at all. We will be unable to refund or replace the screen based on this factor.
No Fix, No Fee Policy - This does not cover all repairs, such as water damage and diagnostic. However, each case will be individually considered and a full refund will be handed out based on our discretion.

16.1.2 Non-Refundable Repairs
A few of our repairs are non-refundable, this includes liquid damage repairs and/or liquid damage related repairs and diagnostics if you decide not to proceed with the repair.

16.1.3 Additional Repairs
When you send your mobile device into Imperial Phones for a repair, it is rigorously tested by a number of different testers and departments, sometimes additional faults are found. If we find an additional fault with your device we will send you an additional repair payment request via email. It is your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we receive payment, your mobile device will be passed back to our technicians to continue work, if you choose to decline, we will stop work and send the mobile device back as it is. If you have any queries about the additional repairs, please do not hesitate to get in touch with us at

16.1.4 Water Proof Repairs
Mobile devices that are sold as being waterproof are originally sealed in the manufacturer's factory with special machines and special liquid proof gaskets. When we carry out a repair on a waterproof device that involves opening and closing the device we cannot guarantee that your device will be 100% waterproof after the repair process has been completed. We replace all gaskets required but only the manufacturers of the device have access to the specialised equipment required. However, we always use grade A parts and use the best possible techniques and methodology.

16.1.5 Testing
Our trained testers and technicians always test the device on arrival and before it is dispatched. We test many different aspects of the device, including the buttons, vibration, sound, cameras, charging port, WIFI, speakers, signal, front screen, LCD display, power settings and much more, to ensure we don't miss any faults and provide the best service possible.

16.1.6 Cancellations
If you wish to cancel your repair, you must do this before you send the device, and your order will be fully refundable. Once we have received the device and depending on the repairs that need to be carried out, we may not be able to cancel, however, if we can, an additional postage charge shall be deducted from your repair cost.
To cancel, please email
We reserve the right to make changes to this website and terms and conditions.
We operate a no fix, no fee policy.

16.1.7 Returns
We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and water damage related repairs. This does not relate to refurbished mobile devices sold by Imperial Phones. When refunding all payments made to us, they will be repaid to the original origin of the funds due to security reasons.

16.1.8 Error 53
If Imperial Phones have carried out a liquid damage, screen or motherboard related repair on any of the following devices and error 53 appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by Imperial Phones and it will not be covered by our warranty.

Devices Included:
iPad Mini 3
iPhone 5S
iPhone 6
iPhone 6 Plus
iPad Air 2

16.1.9 Grey Screen of Death
If Imperial Phones have carried out a repair on your iPhone and a grey screen/bar appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by Imperial Phones and it will not be covered by our warranty.

16.2.0 iOS 10 Update
Imperial Phones have seen a rise in LCD issues due to hard resets after updating to iOS 10, with the update, after a hard reset is done this causes the LCD to malfunction and display grid lines across the screen. This is an issue with Apple and not due to a repair or devices sold by Imperial Phones and it will not be covered by our warranty.

16.2.1 iOS 11 Update
We have seen a rise in LCD issues due updating to iOS 11, with the update, after the update, a wide variety of issues are currently being caused, from screen glitching to poor battery life. We advise that our customers do not update to any new iOS until patches are released and all problems rectified. This is an issue with Apple and not due to a repair or phones sold by Imperial Phones and it will not be covered by our warranty.

16.2.2 Blocked Devices

At Imperial Phones we will not repair any device that has been bricked, blocked or jail-broken. The device will be sent back and the customer will be refunded, however, if it was sent in for a diagnostic or liquid damage this will not be refunded.
If the device has no IMEI number then we will not repair the device. This is for security and warranty purposes, the device will be sent back and the customer will be refunded, if it was sent in for a diagnostic or liquid damage this will not be refunded.

17 Insurance

This only covers customers who can provide a legitimate tracking code for the services we provide, your own courier services are not included.
This is up to the value of your device or £250, whichever is the cheapest amount, this will cover for a like for like replacement of the handset/tablet sent in.
The insurance is for when the device is in transit only.
The insurance covers postal loss only. We will cover the loss of your device only when it fails to be delivered and the courier company we have used confirm the item as lost.
Lack of secure packaging can result in a claim being denied.
We may not cover the loss of any device if packaging has been tampered with and request a picture of the packaging for proof.
We will also not cover damage that has occurred due to postal handling process.
If we replace a device for a like for like model for any reason, this comes with a 3-month Imperial Phones warranty, this does not cover accidental damage. If your device has been lost in the post, we are unable to refund the repair or service you previously purchased, as the work has already been carried out. Your replacement device will be in full working order. We are unable to issue a refund on a repair or service if it is replaced by a fully working handset.
This insurance cover is provided by Imperial Phones and not by any third party.

18. Communication

We aim to answer all emails and messages within 24 hour time period. This may be slightly longer if you email or message us during a Sunday or Bank Holiday, our primary email address to get into contact with us would be
As office hours are restricted during the weekend our service will be slower than usual and we may take longer to respond to emails and messages.

19. Exports/Imports & Customs

The Customer should check with the local authorities of their country of residence about the entry conditions for the ordered items. It is the Customer's responsibility to make the necessary declaration(s) and/or payment(s) to the appropriate authorities and or officials in their respective country.
The Customer should inquire to local authorities on the legalities of importing or using the services and items ordered. Should the customer not accept or reject payment of import taxes or duties then a charge will be applied for the cost of the return delivery and the original delivery of the item, the charges will be removed from the customers refund upon return of the package.
The Customer should make sure that the technical specifications detailed by the manufacturer respect the legislation of their respective country.
Imperial Phones cannot be held liable if the Customer does not respect the legislation of the country in which the items will be introduced.