Our Terms 

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Terms & Conditions of Sale

Returns Policy

Willow Vale Electronics Limited will provide a 12 month warranty based on the specification of the product. If a product is found to be faulty or defective within 30 days of purchase we will offer a replacement or a full refund of the purchase price less any postage costs.  Any time after this we will offer a replacement or repair. The guarantee will only cover manufacturer faults and does NOT cover the following:

  • Damage caused by liquid
  • Intentional damage
  • Damage caused by dropping the product or intentional mistreatment
  • Damage caused by attempting to repair or adapt the device by yourself or a third party including jailbreaking and unlocking and patching.
  • Improper use of accessories
  • Software corruption caused by end user error
  • Faults or damage that may arise due to normal wear and tear – e.g scratches to touchscreen
  • Battery life – We set our acceptable minimum battery health percentage to be 80% of the original manufacturers capacity.
  • General wear and tear – including battery depreciation over the year caused by using devices on a daily basis.
  • With iPhone 11 & 12, 11 & 12 Pro and 11 & 12 Pro Max, an “important display message” may appear, this may be due to previous refurbishment processes. This message will appear on the lock screen for 7 days, then appear in the settings for 14 days. The message will disappear after 30 days. This does not affect the functionality of the phone.

IP67 Rated and Water Resistance

  • Although some devices (iPhones) are classed as IP67 rated, water damage WILL NOT be covered under our warranty for any device purchased through us. Use in water is up to the user and no liability will be taken for us should any water damage occur during its use in a liquid. This also includes any paid repairs where we have replaced the screen or battery.

We recommend you keep your invoice safe. We would ask you to provide this as proof of purchase in the event of a claim. If you need to use this guarantee please contact us in the first instance and we will do what we can to help.


Any returns that are not faulty or where the buyer changes their mind, there will be a deduction of 7% to cover depreciation and restocking fee along with our initial postage costs.

All warranty on devices is strictly for consumer only.  Anyone buying as a wholesale or resale business will be bound by the wholesale terms and conditions and the warranty within this.  i.e. 14 day warranty terms.


Insurance is only valid for the device if  bought at the same time from us.  It will not be valid for any other device.  The IMEI or the serial number of the device bought is recorded at the point of sale and will be checked in the event of a claim.  The insurance cannot be bought or used for a device you already own. The insurance runs in line with your 12 month warranty and expires after the 12 months.

Battery Upgrade

If you have selected a battery upgrade for your device, this will be subject to an extra 24 hour processing time before dispatch.

For iPhone XS, XS Max, XR and iPhone 11 series battery upgrades, an ‘Important Battery Message’ may appear on the ‘locked screen’. The message states that Apple was ‘unable to verify this iPhone has a genuine Apple battery’ with a link to learn more. These notifications does not affect your ability to use the phone or functionality. The phone will include a PhoneCheck certified label showing 100% battery health.

Deliveries and Returns


Orders will be dispatched within 2 days of confirmed payment. Products will be sent via Royal Mail recorded delivery. Deliveries will need to be signed for.All of our products are graded and condition will be specified in listing. Each product will match the description. The quality of the handset and will be written in the listing and the received handset will match this.

Post Brexit

For exports outside the UK inc. Northern Ireland.
The buyer is responsible for any import duty or VAT liability that may arise.

This is paid by the customer at the point of delivery.


If a product is found to be faulty or defective within 45 days of purchase we will offer a replacement or a full refund of the purchase price less any postage costs. The product must be in the original condition in which it was sent and must include an invoice or any paperwork sent with the item. We will refund the purchase price minus the postage and packaging costs. The buyer is responsible for all postage costs. If you are returning an item, we recommend using an insured method of delivery as we cannot issue refunds for items lost or damaged in transit. We track the Serial or IMEI number of each iMac-Macbook-Mac Mini-iPad-Watch -Phone and this will be checked on return of the product to ensure it is the original product has been returned. Please allow 7 working days for us to receive your phone and process your refund.


Repair warranty

Our warranty covers the specific part or parts used to carry out the repair and not for the whole unit. We will only accept warranty claims if it’s a genuine fault. We will not be responsible if you damage this part yourself.
Our repairs carry a limited 3 month warranty – this warranty does not include water damage or any following accidental damage since the repair.

Please note: With iPhone 11, 11 Pro and 11 Pro Max screen repairs, an “important display message” may appear. This message will appear on the lock screen for 7 days, then appear in the settings for 14 days. The message will disappear after 30 days.

This repair will still have a 3 month warranty as all other repairs.

No warranty is given for the following repairs:

  • DIY repairs – where the device has been repaired previously by somebody else.
  • Supplying your own parts.

In the unlikely event your unit becomes faulty within the warranty period please send the unit back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost.

To clarify: If you send a unit to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.

Non Payment for Repairs / Unclaimed Units

Repaired units will be held for a maximum of 30 days, if payment is not received within this time we reserve the right to sell or recycle your device to cover costs.

This applies to units requiring re-quotes for which we receive no response, units deemed beyond repair.

User data / information

Please ensure you backup your unit before sending it to us.

We will do our utmost to retain any data on your unit, however we cannot be held responsible for lost data, including;

  • Ringtones
  • Photos & Videos
  • Contacts
  • Music (e.g. MP3/Phones)
  • Documents



Once you’re happy everything is correct and you’ve submitted an order you’ll be given a dispatch email when the invoice is printed at the dispatch stage, next you will receive a tracking number via email when your Royal Mail label is generated.


All our prices are in UK pounds (any euro prices are converted by Web interpret/ PayPal ex rate who translate all our listings). The total cost of your order will be the price of the products you order, the delivery charge (if any). If you wish to choose a special shipping request such as Saturday guaranteed at our discretion we can invoice you for this service.


All UK orders will be sent VIA royal mail on a 24 working hour service.
All orders will be sent to the delivery address provided when you place your order
All our items International express shipping sales are delivered by courier (DHL Services) or by Royal Mail if economy is selected Once your order is confirmed, we will endeavor to deliver the goods within the delivery period that applies to the option you have chosen.


Following the Consumer Rights Act 2015, we will accept items back even if you’ve open the good to inspect them. You are entitled to a refund as long as you return your goods within 45 working days from delivery. The goods must be in an “as sold” condition along with any accessories or free gifts received with it. Whilst the goods are in your possession you must take reasonable care of them.


We aim to offer a 24 working hour return service, this means of you post your goods to us on Monday morning we aim to have an item on the way back you by Tuesday.
Whilst this is usually possible it is an aim not a guarantee, sometimes we may need a little more time if for example the item isn’t currently in stock.
We do not cover faults caused by accident, neglect, misuse, normal wear and tear by you or any third party, or any alteration or repair carried out without our prior approval. We can however invoice you separately for accidental repairs if pre-arranged.

When you return goods to us:

You must ensure that they are properly and securely packaged and labeled with our address.
Include the return form or a cover note of your name and reason for return.
Items must be returned free of iCloud and/or passcodes.
You are responsible for any damage or loss in transit.
We will require your item back first before a replacement or refund can be issued.
Postage costs can be reimbursed (up to £25 for overseas returns). Postage receipts may be requested the online form.


We do everything we can to ensure your order arrives at your door complete and as described. If you don’t receive your orders when expected, you can check that they have been dispatched using the tracking number we email to yourself, or you can contact us on 07984487749.

All of our items are subjectively graded meaning differences of opinion may occur, if this does happen we are happy to exchange or refund any item within the above legal time scales.

A Grade Items- Excellent condition used mobile little or no scratches, moreover it is not guaranteed to be mark free due to being a used product.

B Grade Items- Minimal Wear very good condition, these items will show marks and scratches which is why they are B Grade.

C Grade Items – Will have some  signs of wear to the unit, mainly markings on the back however there could be some on the screen in some cases.


All Phones are supplied with our 12 month Warranty.  Where faulty, goods will be repaired or replaced with goods equal or greater in specification.

All MacBooks and iMacs and iPads will come with a 12 month warranty. As aforementioned goods will be repaired or replaced with goods equal or greater in specification excluding battery replacement or software issues.

All Smartwatches will come with a 12 month warranty.  Where faulty, goods will be repaired or replaced with goods of equal or greater specification.

All accessories will fall under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 policy.

As above, we do not cover faults caused by accident, neglect, misuse, normal wear and tear, or any alteration or repair carried out without our prior approval.

All warranty on the devices is strictly for consumer use only.  Any company buying for a wholesale purpose is bound by the wholesale terms and conditions and the warranty within this.  All warranty is non transferable to a new owner.

8. VAT

We operate under the VAT Margin scheme.

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.


Depending on your choice of payment method we may share your information with 3rd parties. All power up items returned to us iCloud locked will be wiped if the necessary information is provided to us upon request.


These Terms and Conditions, and all transactions relating to this website and all non-contractual obligations are governed by English Law and are subject to non-exclusive jurisdiction of the English Courts. We do not accept amendments to these terms and conditions.

Wholesale Terms and Conditions

  • No refunds will be given, only credits will be issued. (Unless replacement stock is unavailable after 14 days of receipt)
  • Returns will only be accepted for stock flagged faulty within 14 days of receipt. Please fill out return form provided.
  • Returns costs are the responsibility of the buyer, and will therefore not be reimbursed, unless agreed beforehand with the account manager.
  • We usually offer free shipping depending on the size of the order.
  • Prices are based on handset only, accessories and generic box can be obtained at an added price, please contact your account manager for costs.
  • Warranty is 14 days.  All 12 month warranty is strictly for consumer use only and is non transferable to a new owner.  Please speak to your account manager for more info.

Accepted Faults

  • Screen faults (cracked or more than 2 dead pixels)
  • Earpiece and microphone faults
  • Charging port faults
  • Home button faults
  • WiFi faults
  • Speakers
  • Cameras
  • Blocked
  • Locked (if sold Unlocked)

Not Accepted Faults

  • Headphone jack faults
  • Slow iOS
  • Purchasing a device which is unable to update to the latest iOS
  • Button faults where the button will work 75%+ of the time
  • Battery life below original manufacturers specification. Unless impairs power up and normal functionality.
  • Anything returned pass coded or iCloud locked
  • Pink line around the screen


We, us and our refer to Willow Vale Electronics Limited 

You and your refer to the purchaser or any goods from us.

Goods means any goods, products, or services you order from us

Order means an order placed by you with us for the purchase of goods.


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