FAQs

How my device will be protected during the shipment?

All our refurbished devices are shipped in their Loop-Mobile packaging. We quality check our packaging to offer great protection to your device in transit.

What accessories come with my device?

All our refurbished devices come with accessories including cables. These are compatible but not original manufacturer equipment.

What is a grade?

Our grades correspond to the state of external wear of our refurbished products. We have created a simplified and clear cosmetic classification system that precisely defines the grade of each device :

Pristine: Like new condition, flawless screen and body.
Very Good: Light scratches not visible at more than 12 inches. Screen may have light sign of wear, not visible when is in operation.
Good: Light but obvious scratches or dings visible on the screen and body.
Fair: Signs of use including potentially deep scratches and possible dents on the screen and body.

What is the battery health of my device?

We test all our batteries. They must reach at least 80% of their initial charging capacity to ensure the efficiency of your phone.

What is the warranty?

All our refurbished products have a 12-month warranty that covers all technical malfunctions but does not support accidental damage, water damage, loss or theft.

When will my order be dispatched?

All orders received before 1pm are shipped on the same day - you’ll receive your order before you know it! We use courier tracking numbers for every order, so you will be able to follow your package from shipment to your door.

What is a refurbished device?

A refurbished device is a used device that has been tested and graded by our experts. We test 75 key features on each phone to provide you with the best quality.

YOUR ORDER

What is the Refund Policy?

Your product is eligible for a refund within 30 days following the delivery date. After validation of the return by our customer service, a shipping label will be issued. Once the device is received in our warehouse, our team will run a series of tests to confirm the eligibility of the refund. If the device qualifies, the refund will be issued. The whole process can take up to 5 days from the moment the device has been received back by our warehouse.

Refunds will be credited back on the original method of payment, this can take several days. Password locked device, and, or iCloud locked device will not be eligible for refund and will be returned to the device’s owner at its own cost.

Non-returnable items:

  • Tempered glass
  • Smartphone case
  • Smartphone accessories
  • Consumables such as cable, wire, plugs
  • Gift cards

Can I return my device?

All our electonic devices can be returned free of charge within 30 days. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and include all its accessories. All returns must be approved by Loop Mobile's customer service, password and/or iCloud account must be removed from the device. 

Non-returnable items:

  • Tempered glass
  • Smartphone case
  • Smartphone accessories
  • Consumables such as cable, wire, plugs
  • Gift cards

When will my order be dispatched?

All orders received before 1pm are shipped on the same day - you’ll receive your order before you know it! We use courier tracking numbers for every order, so you will be able to follow your package from shipment to your door.

Warranty

Does my device come with a warranty?

All our refurbished products are backed up by a warranty, up to 12 months. It covers all technical malfunctions but does not support accidental damage, water damage, loss or theft. 

The warranty does not cover accessories. 

Payment

What payment methods are accepted on Loop Mobile?

Loop Mobile accepts Visa, MasterCard, American Express and Paypal. You can also use Apple Pay or Google Pay.  We do not accept payments via bank transfer, check, or cash.

OUR DEVICES

When will my order be dispatched?

All orders received before 1pm are shipped on the same day - you’ll receive your order before you know it! We use courier tracking numbers for every order, so you will be able to follow your package from shipment to your door.

What does grade mean?

Our grades define the cosmetic aspect of our refurbished products. We have created a simplified and clear cosmetic classification system that precisely defines the grade of each device :

Pristine: Like new condition, flawless screen and body.
Very Good: Light scratches not visible at more than 12 inches. Screen may have light sign of wear, not visible when is in operation.
Good: Light but obvious scratches or dings visible on the screen and body.
Fair: Signs of use including potentially deep scratches and possible dents on the screen and body.

What can you expect from the battery?

All our batteries are tested, we ensure that they reach at least 80% of their capacity.  

How devices are tested?

Each device is individually tested by one of our technicians. We run a series of 75 tests to ensure your device is fully functional. 

What is a refurbished device by Loop?

A refurbished device by Loop Mobile is a second-hand device. Your satisfaction is our priority, this is why all our devices have been tested and graded to meet your expectation. We want you to fully enjoy your phone!

Order Issue

How can I contact customer service if I have an issue with my order ?

As soon as your order is completed, you will receive an automatic email from us including our customer service contacts.

You can also send an email to: orders@loopmobile.co

Shipment

When should I expect my order to arrive?

All electronics devices are shipped with DHL Express. Local delivery time in UK is 24 hours, up to 48 hours in Europe.