Our policy in plain English — what you're entitled to, and what we'll do if something isn't right.
All Spire Mobiles sales take place in person at our shop at 19 Packers Row, Chesterfield. We do not sell at distance (online, over the phone, by post), which means the 14-day "change of mind" cooling-off right under the Consumer Contracts Regulations 2013 does not apply to our sales.
However, all of your rights under the Consumer Rights Act 2015 still apply in full. If something you've bought is faulty or not as described, you're entitled to a remedy — and we honour that.
Short version: we don't refund items because you've changed your mind, but we will always put right anything that's genuinely faulty in line with UK consumer law.
If a pre-owned phone or tablet you've bought from us develops a fault within 30 days of purchase that isn't down to something you've done, you're entitled to a full refund under the Consumer Rights Act 2015. Pre-owned devices are assessed against the standard of satisfactory quality for second-hand goods, which takes into account the device's age, condition at purchase, and the price paid. To claim a refund, please bring the following to the shop:
Refunds will be issued via the original payment method — cash purchases refunded in cash, card purchases refunded to the same card.
⚠️ Important: Refunds are not available if the fault is the result of damage caused after purchase — for example a cracked screen, liquid damage, drops or impacts. Devices presented for refund will be inspected before any refund is processed.
After 30 days from the date of purchase, faults will be addressed under our 5-Year Warranty where the device qualifies (£300 or above, sold in Excellent or Good condition). Devices outside the warranty terms will continue to be covered by your rights under the Consumer Rights Act 2015, which gives you the right to a repair or replacement of faulty goods for a reasonable period after purchase.
Every repair we carry out is covered by our standard repair guarantee. The guarantee covers the specific repair we have completed and the parts we have fitted — it does not extend to any other component, function or fault on the device.
If the original fault we addressed returns, or the part we have fitted fails, please bring the device back to us along with your repair receipt as soon as possible. We will inspect the relevant component free of charge. Where the issue relates to the repair we performed, we will redo the repair or replace the part at no cost to you. We aim to put things right as quickly as possible, but cannot guarantee a fixed turnaround as it depends on parts availability and the nature of the fault.
⚠️ What this guarantee does not cover: Faults unrelated to the repair we carried out that arise independently — including pre-existing or developing hardware issues, software faults, and battery degradation. It also does not cover damage caused after the repair by drops, impacts, liquid, or third-party interference. If damage occurs as a direct result of our repair work, this is covered.
If you bring your device back for a separate, unrelated fault, that is treated as a new repair and will be quoted accordingly.
Accessories are non-refundable unless faulty. This includes change-of-mind returns, items bought in error, or items that don't fit the device you intended them for.
If an accessory is faulty, you have 30 days from the date of purchase to return it for a full refund under the Consumer Rights Act 2015. Please bring the item with your original receipt.
The Spire Mobiles Screen Protector Pass is non-refundable once activated. Activation occurs when the first screen protector under the pass is fitted to your device.
If you purchase the pass but it is never activated and no screen protector has been fitted, you may request a full refund within 14 days of purchase by bringing your receipt to the shop.
To make a return or request a refund, please visit us in store. We do not accept returns by post.
A member of our team will inspect the item and confirm the next steps. Most refund decisions can be made on the spot. In more complex cases we may need to take the item in to be assessed further, in which case we will keep you updated.
Approved refunds will be issued without undue delay, normally on the spot, and in any event within 14 days of the return being approved.
Spire Mobiles
19 Packers Row
Chesterfield, S40 1RB
07561 472955
This policy operates in addition to your statutory rights under the Consumer Rights Act 2015 and any other applicable consumer protection legislation in the United Kingdom. It does not, and is not intended to, limit or replace any of those rights.
If you are unsure about your statutory consumer rights, you can get free, independent advice from:
Pop in, call us, or drop a message on WhatsApp — we're always happy to help.