Customer Charter

These terms are presented in addition to our Mobile Jungle Terms and Conditions, and do not replace them nor limit them in any way.

Pre-Sales

1.1 Grading Defined

Here is a reminder of the three appearance grades available at Mobile Jungle.

Grade	Screen	Housing
Pristine	Like New	Like New
Excellent	Micro Scratches	Micro Scratches
Good	Light Visible Scratches	Minor Marks or Scratches

1.2 Checks Performed

All products sold are completely tested and diagnosed as 100% functional before dispatch.

In addition to technical functionality tests the follow tests are performed;

• Simlock Status Check
• Oxidation
• Liquid Indicator

Every Electronic product is sold with a battery at least 85% of its optimal capacity.

Please be advised. Refurbished phones are not guaranteed to maintain their waterproof seal.

All our sim card compatible products sold are unlocked and can be used with any network. 

Returning a Product

2.1 Returning a Product Tips

When returning the product under any of the following circumstances; 14 Day Withdrawal, 30 day Refund Guarantee or a Free of Charge Repair it is necessary to follow a few essential tips.

• Remove any unlock codes
• Remove iCloud, Google Play or Samsung Accounts.
• Choose packaging adapted to the device, in order to avoid any deterioration during

transport.

• Do not display the contents of the package (avoid labels), in order to avoid theft during

transport.

• Include all original accessories provided with the item in the package.

Failure to log out of your iCloud account or Google Play account will extend the time it takes to process your request or may result in your request not being accepted.

2.2 Fees that may be Retained by Mobile Jungle

In the event of missing accessories Mobile Jungle reserves the right to apply a reduction to the refund amount detailed in the following table;

Accessory	Amount Deducted
Charger (without cable)	£15
Charger Cable	£10
Earphones Standard	£20
Earphone Adaptor	£10
Sim Tray	£5
Charger (Laptop)	£40

In the event of a 14 day withdrawal and there is a difference in the aesthetic grade between the product sold and the product received from the customer. Mobile Jungle reserves the right to apply a reduction to the refund amount detailed in the following table; 

Purchased Grade	Returned Grade	Amount Deducted
Pristine	Excellent	£40
Pristine	Good	£80
Excellent	Good	£40
Good	N/A	N/A

Delivery Guidelines

3.1 Our Delivery Commitment

We pride ourselves in handling your orders quickly and efficiently. We offer free delivery on all orders. Place your order before 3pm Monday to Friday and we'll deliver it within 2-4 working days. We exclusively ship with our trusted courier partner DHL Express, using only their premium services. All orders are sent via a tracked method and require a signature at the point of delivery. Please consider this when selecting your delivery address/location.

Once the parcel is dispatched the trusted courier will contact you with any flexible delivery options available in your location. We believe maximising the delivery options maximizes first time delivery success. Please be aware if the receiver authorizes the courier to leave the shipment without a signature or with a neighbour, the courier and the shipper are released from all liability for any loss or damage that may result from delivering the shipment in accordance with this request.

3.2 Parcel Received Damaged

We apologise if you've received a damaged item. We do all we can to keep your deliveries safe and secure but if something has gone wrong, we're here to help.

Within 24hours of receiving the parcel the customer must contact support@mobilejungle.com and include the following.

- Order Number

- Picture of the damaged packaging.

- Picture of the damaged item.

- Picture of the package label and tracking number.

Once the information has been received and validated by Mobile Jungle, please use the return label in your package to return the item within a maximum of 3 business days.

Once the parcel arrives we will offer a replacement. If a replacement is not available then a full refund will be given. 

3.3 Parcel Not Received

Every now and then, things don't quite go as planned. In the rare event that you believe your parcel is lost, here’s what to do.

Please allow 48 hours after the last expected delivery date before filing a claim.

Contact support@mobilejungle.com and include the following;

• Order Number
• Copy of Photo ID
• Signed Statement that the parcel has not been received.

Our team will start an investigation with the courier. If it is confirmed that the item was lost in transit, we will of course refund you for the missing product(s). 

The Right to Return 

4.1  14 Day Change of Mind Policy

If you are a consumer you have a statutory right to cancel the contract within 14 days from delivery of the Product(s). The right of withdrawal starts from the date of receipt of the package.

The cancellation must be communicated in writing to support@mobilejungle.com within 14 calendar days of receiving your package. A further 7 calendar days is then given to return the package. If the device is not received within 21 calendar days then the return will be cancelled and it will not be possible to re-open this return.

In the case of 14-day withdrawal the postage cost is the responsibility of the customer. We include a pre-paid returns label in the package which will be deducted from your refund if used. If using your own courier, we recommend upgrading your postage to include insurance since we will take no responsibility for devices which are damaged in transit or not received. Please use the returns address on the pre-paid return label. The parcel should be packaged in accordance with term 2.1.

The device must be returned with all original accessories, packaging and in the same aesthetic grade as delivered. We reserve the right to make any deductions from the refund if this is not respected in accordance with term 2.2.

We also reserve the right not to accept returns unless this process has been followed correctly.  

4.2  30 Day Money Back Guarantee

If your device has a fault when it arrives you can return it for a replacement or a full refund within the first 30 days. The fault must be communicated in writing to support@mobilejungle.com within 30 calendar days of receiving your package. Please note that the warranty covers only electronic, electrical and mechanical failures. Any sign of customer damage will automatically void the warranty. Further warranty exclusions are detailed in term 4.3.

Here’s a summary of the steps to follow;

• Communicate the fault in writing to support@mobilejungle.com. Be sure to include your order number, the fault and if a replacement or refund is preferred.
• The claim will be validated by a member of the team.
• Once validated, return the device within 7 calendar days using the pre-paid return label.

The device must be returned with all original accessories. We reserve the right to make any deductions from the refund if this is not respected in accordance with term 2.2. The parcel should be packaged in accordance with term 2.1.

We also reserve the right not to accept returns unless this process has been followed correctly.   

Mobile Jungle Warranty

5.1 Warranty Repair

If there is a device fault which develops after 30 days of the device having been delivered to you, then you should contact us to book a free of charge repair as soon as possible.

Here’s a summary of the steps to follow;

• Communicate the fault in writing to support@mobilejungle.com. Be sure to include your order number, the fault.
• The claim will be validated by a member of the team.
• Once validated, return the device within 7 calendar days using the pre-paid return label.
• We aim to repair the device within 5 business days of receipt, if the device cannot be repaired then a replacement will be offered.

Important - Failure to log out of your iCloud account or Google Play account will extend the time it takes to process your request or may result in your request not being accepted.

The parcel should be packaged in accordance with term 2.1. We also reserve the right not to accept returns unless this process has been followed correctly.  

5.2 Warranty Exclusions

We will do our best to help you with your faulty device, however some restrictions apply.

Does my warranty cover accidental damage?

 The warranty covers only electronic, electrical and mechanical failures. No product having been the object of a bad handling (shock, blow, fall, rupture, ...) will be accepted. This includes any damage to the screen or housing.

What happens if my phone gets wet?

Refurbished phones are not guaranteed to maintain their waterproof seal. Any kind of water, liquid or moisture detected will void your warranty. Liquid damage will not always be immediate and it can take some time for the affects to start to show. Liquid damage will void your warranty even if the phone worked for some time after, so please bear this in mind. Most devices contain irremovable moisture indicator stickers inside which allows us to check for liquid damage upon arrival.

Does modifying the operating system void my warranty?

The answer is yes, although jailbreaking for the iPhone is unfortunately widely available this is defined as a modification of the iPhone operating system, which is a violation of the iOS end-user software licence agreement. Similarly, Android prohibit any form of rooting, if your device has been rooted or had the firmware altered in any way your warranty will be voided.

My phone has been modified, does this affect my warranty?

Any type of modification voids the warranty. The most common modification is a screen replacement by a third party. Inside your device are tamper labels that will damage when your phone is opened, once these are broken the warranty is void. Any third-party repair will automatically void the warranty. We simply cannot guarantee the quality or provide warranty on a third party’s repair, even if the repair seems unrelated to the new fault.

We hope that none of the above exclusions will apply to your device, in the situation that it does you will be notified and images provided when possible. The cost to recover the device is the responsibility of the customer. If the phone is not recovered within 30 days, we will take this to mean you do not want the device back and we will recycle it.