Key Facts
- The warranty is only available with SIM free refurbished phones, purchased directly from EE
- You will benefit from the warranty for 12 months from when receive item
- This warranty does not cover damage or wear and tear
- This warranty does not replace or affect your statutory rights in any way
- It does not cover any phones not supplied to you by us (including phones repaired under third-party insurers)
Who is covered?
The warranty is only available with SIM free refurbished phones, purchased directly from EE.
What is covered?
- Your warranty only covers the original phone supplied to you by EE or any phone EE has agreed to cover
- If your phone suffers from electrical or mechanical breakdown through normal use during the warranty period, we will repair it for free (save for costs relating to transport, removal and/or installation of the product), including all parts and labour. Electrical or mechanical breakdown means the phone developing a fault through normal use
What is not covered?
- Any device other than the refurbished phone you have purchased directly from EE in the EE Shop
- Any repairs if your phone is damaged as well as faulty
- Wear & Tear, rusting or other deterioration due to normal use or exposure, or where you have failed to follow the manufacturer’s instructions
- Any damage to hardware or software, e.g. if the phone has been dropped or a virus has infiltrated your phone
- Any fault caused by any unauthorised modifications or alterations to the functionality of your phone
- Any fault caused by any portable external storage media such as memory cards, USB memory sticks, or other digital recording equipment
- Lost or stolen phones
- Cosmetic damage, such as scratches, dents, corrosion or other cosmetic damage whether external or internal, where the function of the product is unaffected
- Accidental damage, liquid damage, improper handling
- Pixel spots (tiny or dark or bright spots that may become visible on a screen)
- Consumables such as storage media
- Servicing, inspecting or cleaning of the phone
- Malfunction caused by routine servicing, inspection, maintenance, dismantling or cleaning the phone, or if any repairs have been carried out by persons not authorised by EE or the relevant manufacturer
- Any apps, software or data installed on your phone such as phone numbers, ringtones, or music
- If any serial number has been removed or defaced
- Costs relating to transport, removal and/or installation of the product
- Use of the product as part of a business, trade or profession
If we repair or replace your phone under this warranty, we warrant that repair for the defect concerned, or the replacement phone, for the remaining time of the warranty.
In the event that we (in our reasonable opinion) deem that the phone is beyond repair, or if for any reason we can’t repair it, we will instead offer you a replacement phone from refurbished stock. If we are not able to provide an exact replacement, we will provide a suitable alternative (of the same or higher value).
What if there is a fault and damage?
The warranty does not cover any repairs if your phone is damaged as well as faulty. You may be able to pay to have any damage repaired or make a claim under any insurance you may have that covers the damage.
How to arrange a repair under the warranty
We'll let you know your options if you bring your phone into a store. Alternatively, call 150 from an EE phone or 07953 966 150 from any other phone. If you bring your faulty phone into an EE store, the agent will send the phone off to be assessed and repaired if appropriate. If the fault is covered by the warranty, we will either fix it or if we can’t, we will arrange for a replacement to be sent to you (this will be a fully refurbished phone). The repaired or replacement phone will be sent to you within 14 days.
We will contact you if the warranty doesn’t cover the repair needed. Before sending your phone in for repair, please make your own backup copy of anything stored on it, remove all personal information, disable all security passwords, and Apple Find My iPhone (or equivalent) functionalities. The contents of the storage media may be erased, replaced and /or reformatted while the repair is being done. The cost of installing or re-purchasing any content such as data, music, photos, apps, or software is not covered.