Returning a Sayph phone

In brief: if you buy a Sayph Phone online you have 14 days from delivery to change your mind. You can unpack and inspect the phone as you would in a shop and still get a full refund. It isn’t a free two-week trial: if the phone has been used as an everyday phone and that has reduced its value, the refund may be reduced to match. Send everything back, by tracked post, at your own cost. A faulty phone is a different matter, covered further down.

On this page:

Changed your mind?

If you buy a Sayph Phone online, you have a statutory 14-day cooling-off period from delivery.

You’re welcome to take the phone out of its box and inspect it in broadly the same way you might reasonably inspect a product in a shop. A phone which has simply been unpacked and reasonably inspected should therefore retain its full value.

The cooling-off period is not intended to provide a free 14-day trial of the phone. If a Sayph Phone has been set up and used as a child’s normal day-to-day phone for several days or weeks, that goes beyond ordinary product inspection. If that use has reduced the handset’s resale value, we may make a reasonable deduction from the refund reflecting that reduction.

Please take reasonable care of the phone and return everything supplied with it, including the original box and packaging, documentation, SIM ejector tool, charging cable and any other supplied accessories. Missing items, damage or wear may reduce the handset’s resale value and may therefore affect the amount refunded.

We assess returned phones individually. There is no fixed charge, and a deduction is only ever about the actual reduction in the phone’s value. Where possible, we will inspect the handset before completing the refund. Refunds are processed within the timescales required by UK consumer law.

If evidence that the phone has been returned is supplied before we physically receive it, the statutory refund period may start from that date. If subsequent inspection identifies diminished value resulting from use beyond reasonable inspection, we reserve the right to recover that amount as permitted by law.

This change-of-mind policy does not affect your statutory rights if your phone is faulty, misdescribed or otherwise does not conform to your contract.

How to return a phone

  1. Tell us within 14 days of delivery. Email help@sayph.one with your name and order number, and say that you want to cancel. We’ll reply with the return address and with instructions for clearing personal data from the phone.
  2. Take out your SIM card. The SIM is yours, not ours. If you added a microSD card for music, take that out too.
  3. Clear personal data from the phone using the instructions we send you. Please follow ours rather than a generic Samsung reset guide.
  4. Gather everything that came in the box: the phone, the original box and internal packaging, the documentation, the SIM ejector tool, the charging cable and any other accessories supplied.
  5. Package it securely, so that the phone and its box arrive in the condition they left you.
  6. Post it within 14 days of telling us you’re cancelling, using a tracked and appropriately insured service. For a change-of-mind return, the cost of return postage is yours.
  7. Keep your proof of posting and tracking number, and email us a copy. If a parcel goes astray, those two things are what let it be sorted out with the carrier.

When you’ll get your refund

We process refunds within the timescales required by law, to the payment method you used for the order. For a returned phone, we may hold the refund until we receive the phone back or you send us evidence that you have posted it, whichever comes first.

Where the timing allows, we inspect the phone before completing the refund. If you send evidence of posting before the phone reaches us, the statutory refund period may begin from that date. If a later inspection shows that the phone was used beyond reasonable inspection and that this has reduced its value, we may recover that reduction as the law permits.

What happens to Sayph Space

Sayph Space is a separate subscription, and returning the phone doesn’t by itself cancel it or refund it in full. If you asked us to start Sayph Space straight away, before the end of its own 14-day cancellation period, and you cancel within that period, you may have to pay for the service supplied up to the date you cancel.

If you want to cancel Sayph Space as well, say so when you email us, or cancel it in your account settings in Sayph Space.

If the phone is faulty

Everything above is about changing your mind. If your phone is faulty, misdescribed or not what you ordered, different statutory rights apply, and this page doesn’t limit them. Email help@sayph.one, tell us what’s wrong, and we’ll put it right. Section 9 of our terms sets out how faulty devices are handled.

Not sure which applies?

Email help@sayph.one before you post anything. Many problems have a quicker fix than a return, and if a return is the right answer we’ll tell you exactly what to do.

Last updated: 20 September 2026.

The full legal wording is in section 8 of our Terms & Conditions. Still choosing? See things to know before you buy.