Warranty & Genuine Products

Our Promise to You

Every product sold by CTR Mobile is 100% genuine and sourced through authorised supply chains. All devices sold to customers in the United Kingdom are covered by a UK warranty, giving you peace of mind with every purchase.

Genuine Products

CTR Mobile only sells authentic, brand-new products. We do not sell refurbished, grey-market, or parallel-import devices. Each unit is sourced from authorised distributors and arrives in original manufacturer packaging with all included accessories.

If you have any reason to doubt the authenticity of a product you received from us, please contact us immediately and we will investigate without delay.

UK Warranty Coverage

Eligibility

  • The warranty applies to all products purchased directly from CTR Mobile via ctrmobile.co.uk.
  • Coverage begins on the date of delivery as confirmed by our dispatch records or your proof of purchase.
  • The warranty is valid for customers with a UK delivery address.

Duration

  • Devices: 12 months from the date of purchase, unless a longer manufacturer warranty is explicitly stated on the product listing.
  • Accessories (cables, cases, chargers): 6 months from the date of purchase.

Note: The manufacturer's own warranty may run concurrently or in addition to CTR Mobile's warranty. Refer to the documentation included in your product box for manufacturer-specific terms.

What Is Covered

  • Manufacturing defects present at the time of purchase.
  • Hardware failures that occur under normal use conditions.
  • Faults arising from components or workmanship.

What Is Not Covered (Exclusions)

  • Physical damage caused by drops, impacts, or accidental breakage.
  • Liquid or moisture damage.
  • Damage caused by unauthorised repair, modification, or tampering.
  • Normal wear and tear (including battery degradation within manufacturer-specified thresholds).
  • Cosmetic damage that does not affect functionality.
  • Damage caused by use with incompatible accessories or incorrect power sources.
  • Loss or theft.

Proof of Purchase

To make a warranty claim, you will need to provide:

  • Your original order confirmation email or order number from CTR Mobile.
  • The device serial number or IMEI (where applicable).

Please retain your order confirmation email as your proof of purchase. This is your primary record for any warranty or returns enquiry.

How to Make a Warranty Claim

  1. Contact us — Email us at support@ctrmobile.co.uk or use the Contact page with your order number and a description of the issue.
  2. Diagnosis — Our team will review your claim and may ask for photos, videos, or additional information to assess the fault.
  3. Resolution — Depending on the nature of the defect, we will offer a repair, replacement, or refund in accordance with your statutory rights under the Consumer Rights Act 2015.
  4. Return (if required) — If a return is needed, we will provide a prepaid returns label. Do not return items without prior authorisation, as this may delay your claim.

We aim to acknowledge all warranty claims within 1 business day and resolve them within 5–10 business days, depending on the nature of the fault.

Your Statutory Rights

Nothing in this warranty policy limits your statutory rights as a consumer under UK law, including those provided by the Consumer Rights Act 2015. You may be entitled to a repair, replacement, or refund for goods that are faulty, not as described, or not fit for purpose.

Contact Us

For warranty claims, authenticity concerns, or any product-related questions, please reach out to our team:

CTR Mobile is a trading name of CTRMOBILE LTD, a company registered in England and Wales.