VAT
We operate under the VAT Margin and VAT Standard schemes.
The Margin Scheme - All items sold under the Margin Scheme will not have a VAT component on the invoice, therefore no VAT can be reclaimed.
Whilst we make every effort to indicate which VAT scheme the product falls under in the Product Description, if you have strict requirements for a VAT qualifying product please contact us prior to placing your order to confirm.
Warranty Policy
Overview.
Our Warranty Policy provides a comprehensive overview and detailed explanation of the twelve-month warranty we extend through our Website and marketplace platforms such as eBay and BackMarket.
What does the law say?
Our obligations concerning warranties for both new and used items are regulated by the Consumer Rights Act 2015, which replaced the Sale of Goods Act on October 1, 2015. This law outlines that products must meet certain criteria, including safety, adherence to the provided description at the time of purchase, satisfactory quality, and suitability for their intended purpose. In cases where installation or assembly is required, clear and adequate instructions must be provided.
It s important to note that the retailer, rather than the manufacturer, bears the responsibility for these warranties.
The Consumer Rights Act encompasses the following key aspects:
1. Product Quality
2. Return Policies
3. Repair and Replacement Procedures
4. Rights Pertaining to Digital Content
5. Delivery Standards
6. Service Provision
Goods to be of satisfactory quality.
Products should meet a standard that an average person would deem acceptable. It s essential to understand that used items may not be in the same condition as brand new ones. Consequently, goods must be free from defects or damage at the time of sale. What constitutes Satisfactory Quality is judged based on what an ordinary person would consider acceptable. For instance, expectations for the quality of a product labeled as budget may be lower compared to its top-of-the-line counterpart. However, if the budget item fails to function correctly, a reasonable person would consider it unsatisfactory.
Goods to be fit for purpose.
The products must be suitable for the intended purpose for which they are provided, including any particular use communicated to the customer before the sale of the goods.
Goods to be as described.
Goods supplied must match the description provided to the customer at the time of the purchase.
30-day right to reject.
Under the provisions of the Consumer Rights Act 2015, customers possess a legal entitlement to return goods if they fall short of expectations in terms of quality, suitability for their intended purpose, or adherence to the provided description. In such cases, customers will receive a full reimbursement through the original payment method used for the purchase.
It is essential for customers to promptly inform us as soon as they identify any defects or issues with the product. However, it s worth noting that the right to reject goods is constrained to a 30-day period commencing from the date of delivery. Beyond this timeframe, customers are not legally entitled to a refund for products that develop faults.
Stores must have the means to substantiate that an item was indeed of satisfactory quality at the time of sale. This substantiation may involve the use of photographs, videos, diagnostic reports and/or PAT testing evidence.
Within the initial 30-day period, instead of opting for an immediate refund under the short-term right to reject, customers have the alternative option to request either a replacement or repair of the goods.
14-day right to cancel.
Customers possess the right to terminate the contract within a 14-day window from the moment they receive their purchase, without the need to provide any specific justification. This cancellation period concludes after 14 days from either the day the customer, or a third party appointed by them (excluding the carrier), physically takes possession of the goods.
To exercise this cancellation right, you must communicate your decision to cancel the contract to Neuli Refurbished by emailing cancellations@neuli.co.uk.
In the event of contract cancellation, Neuli Refurbished will reimburse all payments received from you, including the expenses associated with outbound delivery, except for any additional costs incurred if you chose a delivery method other than our least expensive standard option.
The item must be returned to us in full working order, resembling its new condition or the state it was in when initially purchased, within 14 working days after notifying us of your intent to cancel the contract (the notification must be received by us within 14 days of your receipt of the item). Please note that we are unable to accept contract cancellations for audio, video, or DVD/Blu-ray recordings, video games, and software products once the item has been unsealed.
Once Neuli Refurbished receives the item(s) in the same condition as when purchased, a refund will be processed through the same payment method used for the initial purchase.
We commit to executing the reimbursement promptly and no later than:
- 14 days after the day we receive the returned goods from you, or
- (if earlier) 14 days after the day you provide evidence that you have dispatched the goods, or
- If no goods were supplied, 14 days after we are informed of your decision to cancel the contract.
Please be aware that it may take approximately 3-5 business days for your card issuer or bank to credit your account with the refund after we initiate the refund process.
After 30 days and within the first six months.
If a defect arises within the initial six months of purchase, it is assumed to have existed at the time of the purchase, unless we can demonstrate otherwise. The responsibility lies with us to provide evidence that the fault did not exist when the item was sold. If we are able to substantiate this claim, the warranty will become void.
Beyond the 30-day right to reject period, we have one opportunity to either repair or replace any items that do not meet the standards of quality, suitability for their intended purpose, or conformity to the provided description. Should our single attempt at repair or replacement prove unsuccessful, you are entitled to receive a complete refund.
After six months and up to twelve months.
In cases where a fault arises after six months but within twelve months from the date of purchase, and you can establish that the item was indeed faulty at the time of purchase, we will make an effort to either repair or replace the products that do not meet the standards of quality or suitability for their intended purpose.
If our single attempt at repair or replacement proves to be ineffective, customers have the right to receive a partial refund. This refund will be determined based on considerations such as fair usage, the current condition of the item, and either its market value or resale value, depending on which is lower.
Repair or replacement.
Once the initial 30-day right to reject period has elapsed, we must grant you the opportunity to initiate one attempt at either repairing or replacing the item. While customers can express their preference for receiving either a repair or a replacement, it s important to note that Neuli Refurbished retains the discretion to decide which course of action to pursue, whether that involves repairing, replacing, or refunding the item, in accordance with the clauses outlined above.
Returns.
Neuli Refurbished will exclusively accept returned goods that meet the following conditions:
1. The return includes a valid proof of purchase for the goods, which can be in either electronic or paper format.
2. All original items from the initial sale must be included, encompassing manuals, cables, disks, packaging, and any other originally supplied components.
Prior to issuing any refund, repair, or replacement, all returned items must undergo testing to confirm the reported fault. Repairs will be carried out by an authorised third-party vendor as instructed by Neuli Refurbished.
Please be aware that you will be responsible for any reduction in the value of the goods resulting from improper handling that exceeds what is necessary to ascertain the nature, attributes, and functionality of the items. Upon the submission of supporting evidence, we will reimburse you for the reasonable cost of returning the item(s).
Deliveries.
Neuli Refurbished bears responsibility for the goods until they are either in your possession or under the care of someone you have designated to receive them, or until they have been successfully delivered to your specified secure location.
It s essential to note that if items are stolen due to your authorisation of a third party, you will not be eligible for a refund.
Instances of granting permission may encompass scenarios such as consenting to items being left with a neighbor or instructing the courier to deposit items in your designated safe spot.
A delivery will not be considered overdue unless a period of 30 days has passed, unless we have mutually agreed upon a specific delivery date with you. If the delivery surpasses this 30-day threshold or extends beyond the agreed-upon timeline, you have the option to request that Neuli Refurbished terminate the purchase and issue a complete refund.
Warranty exclusions.
This warranty does not cover the following:
Physical damage
Liquid damage
Any damage caused by rooting/jailbreaking a device
Removable covers such as battery covers, port/interface covers and lens caps
Any items with single-use codes e.g., software, game activation codes or subscription codes
Software downloads or software or applications installed on mobile phones, tablets, laptops or desktop computers
Failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, faulty installation, improper maintenance, and improper voltage supply, interference from or with other electronic devices, alteration, improper modification, firmware flashing, bios flashing or service by anyone other than Neuli Refurbished or an agent approved by Neuli Refurbished.
Removable consumable parts - Consumable parts that degenerate over time but are not fixed e.g., batteries, bulbs, etc. will not be covered after 60 days from the date of purchase.
Non removable consumable parts - Sealed batteries will be covered for new products only for the full duration of the warranty providing that no exclusions apply and they have not been removed or tampered with. Batteries are checked for satisfactory operation on all used devices put up for sale, however, as a consumable item, batteries have a limited lifetime and used products will not be covered after 60 days from the date of purchase.
Neuli Refurbished bears no responsibility for your loss of data, please ensure that all data is removed from the device before booking in for warranty or returning the device.
Consumer rights.
This warranty policy does not restrict or impact your legal rights as stipulated by the Consumer Rights Act 2015.
Neuli Refurbished registered in England number 12539012.
Registered office address Mazuma Dragon House, Princes Way, Bridgend Industrial Estate, Bridgend, Wales, CF31 3AQ
