Frequently Asked Questions

No. Our products are "as good as new". This means that they are pre-loved, but have been fully refurbished and now look and function like a new device.

Technically, our products function exactly like new devices. They do not contain any data from previous customers and have a valid software licence. Unless otherwise stated, the battery has ≥85% of its original capacity for smartphones and ≥80% for other devices, or ≥90% if it’s our Premium grade. With regard to the external product appearance, we distinguish between the condition categories “Premium”, “Excellent”, “Very Good” and “Good”.

Thanks to our refurbishment process, our products are fully renewed and are technically comparable to brand-new devices. However, the IPxx certification may be lost as a result, which is reflected in our warranty.

A dual e-SIM phone is a model that supports two active e-SIM cards and does not include a physical SIM card slot. The e-SIM has become a widely available standard across Europe that allows activation of mobile plans from wherever you are, without the need to attain a physical SIM card. As of 2026, all major European carriers support e-SIM cards.

If the original packaging is either damaged or not available, our partner may opt to use a neutral white or brown box, including protective material, to deliver the product.

No. All delivery costs are included in the price of the product, meaning you will not incur any additional costs. What's more, returns are free-of-charge. However, please note that our partner might adjust the price if the delivery is destined for a foreign country.

All our products come with a 30-day trial period that allows for returns, irrespective of your motivation. The costs associated with the return are covered by our partner.

Each of our products comes with a minimum 12-month warranty that goes into effect on the day of the purchase. This warranty covers all defects that occur during the stated time period. The device will be repaired, replaced, or - if neither is possible - result in a refund of your money. Depending on the instance, our partner may refund the customer the value of the device. Once our partner confirms this in writing, our partner will keep the device and refund the consumer the current value of the device upon receipt. Examples of these defects: a button breaks, the screen malfunctions, the device will no longer charge. Please note that the warranty does not cover defects or damage as a result of negligence or brought on by one's own fault (e.g. dropping the phone).

If you would like to know more about the refurbed return policy, please consult our Returns page.

In any eligible warranty case, the merchant will provide you with a return label. This label will enable you to send back the product free-of-charge. Please refrain from sending back the product without the appropriate label, as this will transfer the cost liability to you, the sender.

Unless otherwise specified, the batteries in our products retain ≥85% of their original capacity for smartphones and ≥80% for other devices, or ≥90% for our Premium grade. During the refurbishment process, any batteries below these thresholds will be replaced automatically. Some products are also available with a brand new battery (100% capacity).

As default, our partners use original equipment manufacturer (OEM) spare parts in the repair process, though sometimes these parts are not available for our partners because the manufacturer does not make them available for purchase. To help protect our planet by avoiding e-waste, we allow our pre-qualified partners to use non-OEM parts that are the same quality and specification of OEM, specifically on mobile phones and tablets. This means that all of our products function like-new. We are actively supporting the right to repair movement, which pushes manufacturers to make their products more easily repairable and to make spare parts more available for partners to refurbish and repair.

Each product's product page will inform you about the accessories that come with it in the box. The packaging, power adapter and charge lead can be generic. Please also note that, as part of our strong commitment to further reduce electronic waste, the scope of delivery for smartphones does not include a generic power adapter in addition to the compatible USB-C based cable in the box.

This type of warning has recently started to appear on newer Apple models when the battery or another component has not been replaced by Apple itself. However, you don't need to worry. These messages simply mean that a component on your device has been replaced by our reseller with an equivalent replacement part and professionally installed so that you can use your refurbed iPhone for as long as possible. After 4 days, the message disappears from the lock screen, after that it is only visible in the settings and has no negative impact on the performance or battery capacity of your device.

The purchase agreement is between you and the merchant. Refurbed provides the platform that connects buyer and merchant.

Only selected, experienced and professional merchants and refurbishers are permitted to sell their goods on our platform. We do not allow individual sellers to sell on refurbed.

Changes in product pricing are solely down to our partners. At refurbed, we compare and list the most attractive offers, meaning that it's worthwhile to check back on a regular basis.

Corporate purchases can be regularly conducted via the refurbed platform. If not otherwise stated (i.e. with differential taxation), the invoice will list the VAT. Cross-border sales (i.e. from a German partner to an Austrian customer) will be listed as net provided a verified VAT-number is present.

Apologies, we currently do not support selling your device to refurbed yet.

Unfortunately, no. We do not offer any form of product swaps.

If you already created an account:

1. Access the account area by clicking on the profile icon at the top of our website
2. Fill your email and password

If you don't have an account, you can create one:

1. Access the account area on the top bar
2. Click on "Sign-up"
3. Fill in your email address and personal data
4. Activate your account: you will receive an email in your inbox

There are several benefits and actions you can do inside your customer account:

• Check delivery status of your orders
• Download invoices or purchase confirmations as PDF
• Check order details
• Contact sellers