Warranty & Genuine Products

Warranty & Genuine Products

At CTR Mobile, every device we sell is sourced through authorised supply chains and is 100% genuine. This page explains what our warranty covers, how long it lasts, what is excluded, and how to make a claim if something goes wrong.

Authenticity Guarantee

All products listed on ctrmobile.co.uk are authentic, manufacturer-produced devices and accessories. We do not sell grey-market, refurbished (unless explicitly listed as such), or counterfeit goods. Each unit is supplied with its original manufacturer packaging, accessories, and documentation where included by the manufacturer.

If you have any reason to question the authenticity of a product you have received, please contact us immediately at support@ctrmobile.co.uk and we will investigate and resolve the matter.

UK Warranty Coverage

CTR Mobile offers a 12-month warranty on all new devices sold through ctrmobile.co.uk, covering defects in materials and workmanship that exist at the time of purchase. This warranty is provided by CTR Mobile Ltd and is separate from, and in addition to, your statutory rights under the UK Consumer Rights Act 2015.

What is covered

  • Manufacturing defects present at the time of purchase
  • Hardware faults that arise under normal use within the warranty period
  • Screen defects or component failures not caused by physical damage or misuse

What is not covered

  • Physical damage, including cracked screens, dents, or liquid ingress
  • Damage caused by misuse, accidents, or unauthorised repairs
  • Normal wear and tear (including battery capacity reduction within manufacturer-specified tolerances)
  • Cosmetic damage that does not affect device function
  • Devices that have been modified or unlocked by methods not approved by the manufacturer
  • Loss or theft
  • Software issues caused by third-party applications or user-installed software

Warranty Period

The 12-month warranty period begins on the date of delivery confirmed by our dispatch records. For devices listed as accessories or peripherals, the warranty period is also 12 months unless stated otherwise on the product page.

Please note that the manufacturer of the device may separately offer their own warranty terms. CTR Mobile's warranty does not replace or limit any additional coverage the manufacturer may provide — it is a CTR Mobile commitment on top of your existing rights.

Proof of Purchase

To make a warranty claim, you will need to provide proof of purchase. This can be:

  • Your CTR Mobile order confirmation email
  • Your order number (found in your account or confirmation email)

We recommend keeping your order confirmation email for the duration of the warranty period.

How to Make a Claim

  1. Contact us — Email support@ctrmobile.co.uk with your order number, a description of the fault, and photos or video showing the issue where relevant.
  2. Assessment — Our team will review your claim, typically within 2 business days, and may ask for additional information.
  3. Resolution — Depending on the nature of the fault, we will offer a repair, replacement, or refund in line with your rights under the UK Consumer Rights Act 2015.

We aim to resolve all warranty claims as quickly as possible. You will not be asked to pay for return postage on items confirmed as faulty under warranty.

Your Statutory Rights

Nothing in this warranty limits your statutory rights as a consumer under UK law. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a product fails to meet these standards within 30 days of delivery, you are entitled to a full refund. Between 30 days and 6 months, you are entitled to a repair or replacement, or a refund if those remedies fail. These rights are in addition to the CTR Mobile warranty described above.

Contact Us

For any warranty or authenticity queries, please reach out to our team:

CTR Mobile Ltd is a company registered in England and Wales.