Last Updated: 4 April 2026
At Justroo, we want you to be completely satisfied with your refurbished technology. This policy outlines your rights regarding returns and refunds for purchases made on justroo.com.
Justroo is a subsidiary of Ivx, registered in England and Wales under Company No. 17080224.
1. Your Right to Cancel (Change of Mind)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g., an email). You then have a further 14 days to return the goods to us.
Conditions for Change of Mind Returns:
- The item must be returned in the same condition in which it was received.
- The item must be returned with all original packaging, cables, and accessories.
- You are responsible for the cost of returning the item to us. We recommend using a tracked and insured delivery service.
2. Faulty or Misdescribed Goods
We take great pride in our refurbishment process. However, if your item is faulty or does not match the description provided at the time of purchase, you have rights under the Consumer Rights Act 2015:
- Within 30 days of delivery: You are entitled to a full refund, repair, or replacement.
- Between 30 days and 6 months: We are entitled to an opportunity to repair or replace the item. If a repair or replacement is not possible or unsuccessful, you may be entitled to a full or partial refund.
- After 6 months: You may still be entitled to a repair or replacement if you can prove the fault was present at the time of delivery.
For faulty items, Justroo will cover the cost of the return postage. Please contact our support team to arrange a pre-paid returns label or a courier collection.
3. Warranty Returns (Refurbished Items)
All refurbished items sold by Justroo come with a 1-year warranty (12 months) unless stated otherwise at the time of purchase. This warranty covers hardware failures and technical defects that arise during normal use. It does not cover:
- Accidental damage (e.g., liquid spills, cracked screens).
- Normal wear and tear (e.g., cosmetic wear, battery performance reducing over time).
- Software issues or viruses caused by the user.
- Unauthorised repairs or modifications.
4. How to Return an Item
To start a return, please follow these steps:
- Contact Us: Email our support team with your order number and the reason for the return (change of mind, faulty, or warranty claim).
- We’ll Confirm the Next Steps: We’ll tell you where to send the item and, where relevant (e.g., faulty goods), we may provide a pre-paid return label or arrange a courier collection.
- Back Up Your Data: Ensure all personal data is removed and your device is reset. Justroo is not responsible for any data loss.
- Package Securely: Use the original packaging or an equivalent protective box to prevent damage during transit.
- Include Paperwork: Include a copy of your invoice or a note with your order number inside the package.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
- If approved, your refund will be processed back to your original payment method.
- Refund timeline: We will issue your refund within 14 days of receiving the returned item (or, if earlier, within 14 days of you providing evidence that you have sent it back).
- Please note that your bank or credit card company may take additional time to post the refund to your account.
6. Exclusions
We cannot accept returns for:
- Items where the security seal or warranty sticker has been broken or tampered with.
- Software that has been unsealed or activated.
- Items damaged due to misuse or neglect.
7. Contact Information
For any questions regarding returns or refunds, please contact Justroo via the help centre on justroo.com or email legal@justroo.com.