Cancellations & Refunds

1. Your Statutory Rights

As a UK consumer purchasing online, you are protected under:

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — giving you a minimum 14-day cooling-off period from the date of delivery.
• Consumer Rights Act 2015 — products must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, or refund.
• Payment Services Regulations 2017 — providing chargeback rights on card transactions.

Lifeline Mobile & Care Solutions extends the statutory 14-day cooling-off period to a full 30 days as our standard returns policy. Nothing in this policy limits or waives your statutory rights.

2. Cancelling Your Order Before Dispatch

You may cancel your order at any time before it is dispatched and receive a full refund with no deduction. To cancel, contact us as soon as possible — ideally before our 2:00pm dispatch cut-off — with your name and order reference number:

• 01202 080075 (preferred — fastest response)
• hello@lifelinemobilesolutions.co.uk

If your order has already been dispatched at the time of your cancellation request, you will need to follow the returns process in section 4 below. You are not required to accept delivery — you may refuse the parcel at the door, and it will be returned to us automatically.

3. 30-Day Returns — Change of Mind

If you are not completely satisfied with your purchase for any reason, you may return it within 30 days of the delivery date for a full refund of the product purchase price.

The item must be returned:

• In its original, undamaged condition — unused or lightly used (not showing signs of heavy wear)
• With all original accessories included (charging dock, USB cable, mains adapter, user manual, box)
• In original or equivalent protective packaging to prevent transit damage
• With a copy of your proof of purchase (order confirmation email)

4. How to Return an Item

1. 1

   Request a Returns Authorisation Number (RAN)

   Contact us at hello@lifelinemobilesolutions.co.uk or call 01202 080075. We will confirm your eligibility and issue a RAN. Do not return items without a RAN — they may be rejected upon receipt.

2. 2

   Package the item securely

   Use the original packaging where possible. Ensure all accessories, cables, and documentation are included.

3. 3

   Include a written note

   Place a note inside the parcel with your full name, order number, RAN, and reason for return.

4. 4

   Post the item using a tracked service

   Send to: Lifeline Mobile & Care Solutions, 14 Edgehill Road, Bournemouth, Dorset, BH9 2PQ. We recommend Royal Mail Tracked 48 or equivalent. Retain your proof of postage.

5. 5

   Inspection and refund processing

   Once we receive and inspect the returned item (typically within 2 business days of receipt), we will process your refund within 3–5 business days.

5. Refund Method & Processing Timeline

All refunds are returned to your original payment method. We do not issue refunds to a different card, account, or method than was used at the time of purchase. The following timelines apply from the date we confirm your refund:

You will receive an email confirmation when your refund has been issued. Original delivery charges are non-refundable unless the return is due to our error or a confirmed product fault. If your order qualified for free delivery, no deduction is made.

Partial refunds: Where an item is returned incomplete (missing accessories, damaged packaging), we reserve the right to apply a partial refund reflecting the diminished value of the returned goods. We will always notify you before applying any deduction.

6. Faulty, Defective, or Incorrectly Supplied Items

If your Artfone C1+ develops a manufacturing defect within 12 months of the original purchase date, or if you receive the wrong item, you are entitled — at your choice — to:

• A free repair or replacement (subject to stock availability)
• A full refund to your original payment method

For confirmed faulty items, we cover all return postage costs. We will provide a pre-paid Royal Mail returns label on request. Please contact us within a reasonable time of discovering the fault and provide:

• Your order number and date of purchase
• A clear description of the fault
• Photographs or a short video demonstrating the issue (where possible)

7. Items Not Eligible for Return or Refund

The following are excluded from our returns policy and statutory refund rights do not apply in these circumstances:

• Items returned more than 30 days after delivery (outside the Consumer Contracts Regulations 14-day statutory minimum, unless a fault is confirmed)
• Items damaged through misuse, accidental damage, water damage, or physical impact not caused by a manufacturing defect
• Items with the IMEI sticker, serial number label, or tamper-evident seal removed or defaced
• Items that have been unlocked, rooted, or had third-party firmware installed
• SIM cards — excluded for network security and hygiene reasons
• Digital software licences or content codes once activated

8. Disputes & Chargebacks

We always aim to resolve any issue quickly and fairly. If you are dissatisfied with our response, you have the right to raise a chargeback dispute with your card issuer or PayPal, or escalate to an alternative dispute resolution (ADR) body.

Before initiating a chargeback, we ask that you contact us first — most issues can be resolved within 1–2 business days without the need for a formal dispute. Chargebacks initiated without prior contact may delay resolution.