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FAQs

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FAQs - General

What does refurbished mean?

We only sell refurbished ex-corporate devices that have previously been used by a business or corporation; we do not buy tech from the general public. Once we receive these devices in our warehouse, we then assess, thoroughly clean, and meticulously test them. Next, our team of skillful engineers ensure functionality is fully restored, like new, with all data erased. Any cosmetic needs are then taken care of using our in-house keyboard vinyling and printing services. The refurbished product finally goes through a rigorous quality-control process, before being dispatched.

Why buy refurbished?

Choosing a refurbished device rather than buying brand new is kinder to your wallet and the planet. Your money goes much further in terms of the technical capability included at the comparative price point buying new. Refurbishing a PC or laptop can save up to 20% more energy than if it was alternatively recycled. Making a new device creates a significant carbon footprint. Refurbishing an existing device leads to a cleaner, greener planet, saving: 1,500 litres of water; 3,000 kWh of electricity; 22kg of toxic chemicals; and 700kg of carbon dioxide.

How do we grade our products?

No two refurbished products, even if they are the same age, model and make, will be in exactly the same condition as they have all had a different previous user. So, we’ve created a grading system that takes into account the age, functionality, cosmetic appearance, and overall condition of each device. There are four grades in total: Pristine, Very Good, Good and Pass. You can read the full descriptions of each grade here.

What’s in the box?  

Your order will be packaged in a plain box and will contain your device, together with the required charger. Please always charge your device fully when you receive the item, before using it for the first time. For further details about what the box contains, please refer to the ‘What’s in the box?’ information below that is specific to the product you have purchased.

What if I change my mind about my purchase?

We want all of our customers to feel happy with their purchase. If for any reason you are not completely satisfied with your device, we offer a standard 30-day money back guarantee, where it is possible to return the product and be refunded (providing it is returned to us in exactly the same condition it was purchased in).

What does the warranty cover? 

Our devices come with a full, 1-year warranty from the date of purchase (unless otherwise stated in the product title or description at the time of purchase). This is a return-to-base warranty, meaning that after the first 30 days of purchase (covered under the 30-day money back guarantee), should a fault occur, you can send the item back to us at any point during your 1-year warranty period. This applies to all technical faults only. Warranties are void if accidental or liquid damage occurs. All warranty claims are treated on a case-by-case basis. 

What does shipping cost?

We ship free of charge to all UK mainland addresses only.

Can you ship abroad?

We cannot ship orders abroad or to the Channel Islands. 

Why can’t I use a different shipping address to my billing address?

We only ship items with shipping addresses that match the billing address of the payment method used, due to fraud risks. We reserve the right to cancel orders that show discrepancies or are flagged as fraudulent.  

Can I visit the Refurbo premises in person?

We are an industrial unit and therefore do not have a shop floor for customers to visit. If you are a business representative that is interested in visiting our facilities regarding the range of services we offer, please contact us directly to arrange an appointment with our sales team.

Can I pay over the phone or counter?

We do not take payment details over the phone or cash payments in person. All purchases must be made electronically, through the website. It is possible to pay by debit or credit card, PayPal, or in some instances, to arrange payment instalments via Klarna.

Can I receive a bulk discount?

Bulk discounts are only applied to orders of 10 items or more and need to be discussed with one of our Sales team.

What is the returns process?

We deal with all returns on a case-by-case basis. Please contact us directly, should a technical problem occur. We will first attempt to troubleshoot with you and if this doesn’t resolve the issue, we will then arrange for your device to be repaired by one of our engineers. If the fault has occurred after the initial 30-day purchase period, you will just need to pay for the postage cost to send your device to us; we will cover the servicing fee and return postage cost to send your repaired device back to you.

 

FAQs – Laptops, 2-in-1 devices and desktops

What’s in the box?  

Your order will be packaged in a plain box and will contain your device, together with the required charger, ready for use after fully charging the item. For laptops and 2-in-1 devices, the charger is normally comprised of the adapter and the power cord to make a complete charger for your device. For PCs, typically just a power cord is required. Please always charge your device fully when you receive the item, before using it for the first time.  

What’s included with my purchase?

Our devices come with a full 1-year warranty from the date of purchase (unless otherwise stated in product title or description at the time of purchase). You also get a free 1-year subscription to BullGuard anti-virus software, with game boosting technology. Shipping is also free. 

How long is the warranty?

A standard 1-year warranty applies to all of our devices (unless stated otherwise in the product title or description at the time of purchase). We also offer a standard 30-day money back guarantee, where it is possible to return the product and be refunded (providing it is returned to us in exactly the same condition it was purchased in).

What does the warranty cover? 

Our devices come with a full, 1-year warranty from the date of purchase (unless otherwise stated in the product title or description at the time of purchase). This is a return-to-base warranty, meaning that after the first 30 days of purchase (covered under the 30-day money back guarantee), should a fault occur, you can send the item back to us at any point during your 1-year warranty period. This applies to all technical faults only. Warranties are void if accidental or liquid damage occurs. All warranty claims are treated on a case-by-case basis. 

Where is my warranty sticker?

Your warranty sticker is normally stuck on the base of your device. It is a small silver sticker with a 6-digit number that reads ‘Warranty void if removed’. You must keep this sticker on your device for your warranty to be valid. 

Where is my Microsoft license key?

If your device is asking you to activate Windows, please head to the activation settings menu and type in your license key. The license key should be stuck on the base or back of the device, or on the top panel in the case of desktops. If you do not have a license key sticker, please click the ‘Troubleshoot’ button as your code may be digital. If you cannot activate the device, please contact us directly. 

What operating software (OS) is on my device?

All Windows devices are loaded with Windows 10.
Chromebooks are loaded with the latest Chrome OS. 
MacBooks from 2012 and onwards are loaded with Mac OS Catalina.  

Is Microsoft Office included?

Please note, our devices do NOT come with Microsoft Office software; only the operating system.   

FAQs – Apple Keyboards 

What’s in the box?

Your item will be packaged in a plain white box. Magic 1 Keyboards do NOT come with batteries. Magic 2 Keyboards are supplied with the lightning cable required to charge the device. 

Are these official and authentic Apple devices?

Yes. All of our Apple Keyboards are sourced from verified re-sellers and are authentic Apple products. We ensure we follow trading standards very closely and none of our products are fake. 

Why do the keys look different?

All of our Apple Keyboards are refurbished and re-printed to restore them to the highest quality. This means the font colour appears different to the original. The alignment of the new print may also vary from new Apple Keyboards, as we need to ensure the keyboard lines up with the exact specification of our printers, rather than the old prints. 

Why is the texture of the keys different?

The texture may feel slightly different on the keys in comparison to the original print. This is due to a combination of the printing material and specialist hardener spray we use to prevent the keys from fading. 

Do the Apple Keyboards have a warranty?

Our keyboards come with a 1-year technical warranty, from the date of purchase. You also have a 30-day money back guarantee period. Damaged caused from liquids or accidents is not covered.

Where is my warranty sticker?

Your warranty sticker is normally stuck on the base of your device. It is a small silver sticker with a 6-digit number that reads ‘Warranty void if removed’. You must keep this sticker on your device for your warranty to remain valid.   

FAQs – Mobile Devices 

What’s in the box?

Your device will come in a plain brown or white box. You will receive the device, plus the power lead and the UK three-prong plug. Please note that other accessories, including headphones and protective cases, are NOT provided. 

What does ‘Pristine’ or ‘Very Good’ mean?

Our product grading system takes into account the age, functionality, cosmetic appearance, and overall condition of each device. We use four different categories to grade our refurbished ex-corporate tech devices: Pristine, Very Good, Good and Pass. You can read the full descriptions of each grade here.

What is the warranty period?

Our mobiles and tablets come with a standard 1-year technical warranty, issued from the date of purchase. You also have a 30-day money back guarantee period. Warranties do not cover accidental or liquid damage.