Frequently Asked Questions

No. Our products are "as good as new". This means that they are pre-loved, but have been fully refurbished and now look and function like a new device.

Technically, our products function exactly like new devices. They do not contain any data from previous customers and have a valid software licence. Unless otherwise stated, the battery has ≥85% of its original capacity for smartphones and ≥80% for other devices, or ≥90% if it’s our Premium grade. With regard to the external product appearance, we distinguish between the condition categories “Premium”, “Excellent”, “Very Good” and “Good”.

Thanks to our refurbishment process, our products are fully renewed and are technically comparable to brand-new devices. However, the IPxx certification may be lost as a result, which is reflected in our warranty.

A dual e-SIM phone is a model that supports two active e-SIM cards and does not include a physical SIM card slot. The e-SIM has become a widely available standard across Europe that allows activation of mobile plans from wherever you are, without the need to attain a physical SIM card. As of 2026, all major European carriers support e-SIM cards.

If the original packaging is either damaged or not available, our partner may opt to use a neutral white or brown box, including protective material, to deliver the product.

No. All delivery costs are included in the price of the product, meaning you will not incur any additional costs. What's more, returns are free-of-charge. However, please note that our partner might adjust the price if the delivery is destined for a foreign country.

All our products come with a 30-day trial period that allows for returns, irrespective of your motivation. The costs associated with the return are covered by our partner.

Each of our products comes with a minimum 12‑month warranty that takes effect on the day of purchase. This warranty covers all defects that occur during the stated period. The device will be repaired, replaced, or – if neither is possible – you will receive a refund. Depending on the situation, our partner may refund the customer the value of the device. Once our partner confirms this in writing, they will keep the device and refund the consumer the current value of the device upon receipt. Examples of such defects include: a button breaking, the screen malfunctioning, or the device no longer charging. Please note that the warranty does not cover defects or damage resulting from negligence or caused by the user’s own actions (e.g. dropping the phone). Please note, your minimum 12‑month warranty is refurbed's voluntary commercial promise to you. This does not affect your statutory consumer rights.

If you would like to know more about the refurbed return policy, please consult our Returns page.

In any eligible warranty case, the merchant will provide you with a return label. This label will enable you to send back the product free-of-charge. Please refrain from sending back the product without the appropriate label, as this will transfer the cost liability to you, the sender.

Unless otherwise specified, the batteries in our products retain ≥85% of their original capacity for smartphones and ≥80% for other devices, or ≥90% for our Premium grade. During the refurbishment process, any batteries below these thresholds will be replaced automatically. Some products are also available with a brand new battery (100% capacity).

As default, our partners use original equipment manufacturer (OEM) spare parts in the repair process, though sometimes these parts are not available for our partners because the manufacturer does not make them available for purchase. To help protect our planet by avoiding e-waste, we allow our pre-qualified partners to use non-OEM parts that are the same quality and specification of OEM, specifically on mobile phones and tablets. This means that all of our products function like-new. We are actively supporting the right to repair movement, which pushes manufacturers to make their products more easily repairable and to make spare parts more available for partners to refurbish and repair.

Each product's product page will inform you about the accessories that come with it in the box. The packaging, power adapter and charge lead can be generic. Please also note that, as part of our strong commitment to further reduce electronic waste, the scope of delivery for smartphones does not include a generic power adapter in addition to the compatible USB-C based cable in the box.

This type of warning has recently started to appear on newer Apple models when the battery or another component has not been replaced by Apple itself. However, you don't need to worry. These messages simply mean that a component on your device has been replaced by our reseller with an equivalent replacement part and professionally installed so that you can use your refurbed iPhone for as long as possible. After 4 days, the message disappears from the lock screen, after that it is only visible in the settings and has no negative impact on the performance or battery capacity of your device.

The purchase agreement is between you and the merchant. Refurbed provides the platform that connects buyer and merchant.

Only selected, experienced and professional merchants and refurbishers are permitted to sell their goods on our platform. We do not allow individual sellers to sell on refurbed.

Changes in product pricing are solely down to our partners. At refurbed, we compare and list the most attractive offers, meaning that it's worthwhile to check back on a regular basis.

Corporate purchases can be regularly conducted via the refurbed platform. If not otherwise stated (i.e. with differential taxation), the invoice will list the VAT. Cross-border sales (i.e. from a German partner to an Austrian customer) will be listed as net provided a verified VAT-number is present.

Apologies, we currently do not support selling your device to refurbed yet.

Unfortunately, no. We do not offer any form of product swaps.

If you already created an account:

1. Access the account area by clicking on the profile icon at the top of our website
2. Fill your email and password

If you don't have an account, you can create one:

1. Access the account area on the top bar
2. Click on "Sign-up"
3. Fill in your email address and personal data
4. Activate your account: you will receive an email in your inbox

There are several benefits and actions you can do inside your customer account:

• Check delivery status of your orders
• Download invoices or purchase confirmations as PDF
• Check order details
• Contact sellers

For any questions about your Extended Warranty, you can contact Evy at support@evy.eu, or with the chat function in your customer dashboard.

You can find more information about the Extended Warranty on the product pages. Here is an example for a smartphone's terms and conditions (PDF).

In contrast to the statutory warranty, your Extended Warranty eliminates the burden of proof of the defect for you after the first 12 months of your purchase. This means, that if your device suffers from a total or partial malfunction resulting from an internal defect and originating from an electrical, electronic, electromechanical or mechanical phenomenon, your device is covered by the policy, without you needing to prove the source of the defect.
If your device is repairable, it will be repaired and you will receive it back in working conditions. If the device is irreparable, you will be compensated with an e-Gift card equal to the replacement value which can be used for purchasing a new device on the refurbed website or mobile app.
In addition, you are also covered in case of battery depletion. The battery of your device is replaced if its charge capacity falls below 80% of its original specification and you do not need to prove a defect

The price of the insurance depends on the product you want to purchase, as well as the different situations it covers.
Simply add the product you want to purchase to your cart and view the pricing options for the Extended Warranty.

Yes, your device is covered by a statutory warranty for the first 12 months after your purchase. Between the 12 months and 24 months after your purchase, you are still covered by your device’s statutory warranty, but you will have to prove the source of the defect of your device if you want to file a claim. After 24 months, the statutory warranty is expired and your device and its battery are not covered except under your policy.

The Extended Warranty covers the total or partial malfunction due to internal fault caused by electrical, electronic, electromechanical or mechanical issues, and battery depletion of your device. A battery is considered to be depleted or non-performing at 80% or less of its maximum charging capacity.

When you select a product to buy, you’ll also be able to select an Extended Warranty.
In your cart, and during the checkout process, you’ll see the warranty extension and its associated price.
Within 24 hours of paying for product and insurance, you’ll receive an email with your membership certificate, as well as all of the documents relevant to your specific warranty extension.

When you take out an Extended Warranty policy, you have to respect certain obligations as an insured person in order to benefit from coverage. These obligations are listed as follows:

1. - You must be at least 18 years of age on the date you take out the policy.
2. - You confirm the accuracy of the information provided when taking out the policy and when making a claim.
3. - In the event of a claim, you must declare it within the deadline. In the event of a claim, the deadlines for notifying the insurer are relatively short. The Insurance Code stipulates a time limit of no more than five working days from the date of the claim or from the moment the insured becomes aware of it (article L. 113-24 of the Insurance Code). This minimum period is reduced to two working days in the event of theft.

Contrary to the Extended Warranty, an insurance will cover accidental display, water, and fall damages, as well as robbery and burglary of the device. With the Extended Warranty, your device is covered for breakdown not connected to normal wear and tear, and its battery is covered for depletion.

From the moment your device arrives at the repair center, it takes 3 working days until it is sent back to you.

No, your membership will automatically end after 18 months or 30 months, depending on your chosen plan.

You can cancel your policy within 30 days of enrolment without needing to provide any reason. However, if you have benefited from 1 or more free months, this period starts after the payment of your first insurance premium.
To cancel your membership, simply log into your refurbed customer portal by signing in.
If applicable, you will receive a full refund of any amount paid within a maximum of 30 calendar days after our services receive your cancellation request. Upon request submission, your membership and coverage will be nullified.