Return Policy
Last updated: April 2026 · B2B transactions only
How it works
Log in to your dashboard and open a dispute on the relevant deal. You have 30 calendar days from the date your offer was accepted to file a claim.
Attach clear photos or videos of every affected device, the outer packaging, and any relevant serial/IMEI numbers. The stronger your evidence, the faster we resolve.
If your WhatsApp number matches your account, you can approve the listing yourself in your dashboard. Otherwise our team reviews it.
If the claim is approved, we arrange return shipping back to the originating hub. Devices are re-inspected on arrival against the original hub report.
Depending on the outcome of the re-inspection you will receive one of: full refund, partial refund, replacement devices, or a credit note for a future purchase.
Coverage by grade
Return eligibility depends on the grade at which the goods were listed and verified. Grades sold as-is or for parts are final sale.
| Grade | Covered | Notes |
|---|---|---|
| New / Sealed | Yes | Full coverage — must match sealed condition |
| CPO | Yes | Full coverage — certified pre-owned spec must match |
| Grade A | Yes | Full coverage — cosmetic grade must match description |
| Grade A/B Mix | Yes | Coverage based on verified mix ratio at hub |
| Grade B | Yes | Functional defects and grade mismatches covered |
| Grade C | Partial | Quantity and wrong-item claims only — cosmetic variance expected |
| As-Is (A/B+) | No | Sold as inspected — no returns on cosmetic grounds |
| As-Is | No | No returns — condition known at point of sale |
| For Parts | No | No returns — non-functional by definition |
| Mixed / Unknown | Partial | Quantity mismatches and wrong-model claims only |
Covered
- Grade mismatch vs. hub inspection report
- Quantity short-shipped or over-shipped
- Wrong model or brand delivered
- Functional defect not present at inspection
- Blacklisted / bad IMEI not flagged at hub
- Devices arrive with active iCloud / FRP lock
Not covered
- Cosmetic variance within the listed grade range
- Damage caused after delivery or during your handling
- Claims filed after the 30-day window
- As-Is or For Parts grades (sold as final)
- Change of mind or market price fluctuation
- Issues already disclosed in the listing description
- Devices that have been repaired or modified after delivery
Resolution options
100% of the agreed deal price returned. Applied when the entire shipment is wrong or undeliverable.
Proportional refund for the affected portion of the order. Used for quantity or mixed-grade shortfalls.
Equivalent devices shipped from verified hub stock. Preferred when replacement stock is available.
Credit applied to your Mr Used account for a future purchase. Expires 12 months from issue date.
What to include in your claim
Claims submitted without photographic evidence may be delayed or rejected. Evidence must be submitted at the time of filing — it cannot be added after the case is under review.
Mr Used is a business-to-business platform. Consumer protection rights — including EU consumer withdrawal rights — do not apply to transactions between registered businesses. All buyers and sellers are verified B2B companies.
Ready to file a claim?
Open a dispute directly from your deal in the dashboard. Our team reviews all claims within 2 business days.
This policy forms part of the Mr Used Terms & Conditions. Mr Used reserves the right to amend this policy with 30 days' notice.