Terms of Sale

1.Who we are

ithaven.uk is a UK-based retailer of refurbished laptops, phones and tablets. You can reach us any time at hello@ithaven.uk or through our contact page.

2.Your order and our contract

When you place an order, you are making an offer to buy. We accept that offer — and the contract between us is formed — when we dispatch your device, not when you pay. If we cannot fulfil your order (for example, the device fails our final pre-dispatch inspection), we will tell you promptly and refund you in full.

If a price on the site is obviously wrong — a £549 laptop showing as £5.49 — we may cancel the order and refund you before dispatch. We will always tell you why.

3.Prices and payment

All prices are in pounds sterling (GBP). The price you see at checkout is the price you pay — delivery charges, if any, are shown before you confirm. Payment is taken securely at checkout; we never see or store your card details.

4.Refurbished devices and grading

Everything we sell is refurbished unless clearly stated otherwise. Each device is inspected, tested and securely wiped before sale. Grades A, B and C describe cosmetic condition only — every grade works fully. Cosmetic wear that matches the grade you chose is part of the product description, not a fault.

5.Delivery

We dispatch from the UK with tracked delivery. Delivery times shown on the site are our best estimates, not guarantees — carriers occasionally have bad days. The device becomes your responsibility when it is delivered to your address; it becomes your property once we have received payment in full.

6.Changed your mind? 14-day returns

Under the Consumer Contracts Regulations 2013, you may cancel your order for any reason up to 14 days after delivery, and we refund you in full within 14 days of receiving the device back.

• Please return the device in the condition you received it, with all accessories and packaging.
• You may inspect the device as you would in a shop. If it comes back with more than reasonable handling — new damage, heavy use, missing parts — we may reduce the refund to reflect the loss in value, as the law allows.
• Email returns@ithaven.uk with your order number to start. Full process: Returns & Delivery.

7.Faulty devices — your statutory rights

Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose — taking into account that it is refurbished and graded.

• Within 30 days of delivery: if the device is faulty, you may reject it for a full refund.
• After 30 days: we repair or replace the device; if we cannot, you are entitled to a refund.
• Return postage for faulty devices is always paid by us.

On top of this, every device carries our warranty.

8.Your data, your responsibility to back up

Before returning any device, please back up and remove your personal data. We securely wipe every returned device as a matter of course and cannot recover data once a device reaches us. Our Privacy Policy explains how we handle the personal data you share with us when ordering.

9.What we are responsible for

If we break this contract, we are responsible for losses that are a foreseeable result of our breach. We are not responsible for losses that are not foreseeable, for loss of data stored on a device, or for losses connected to business use of a device.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

10.Events outside our control

We are not responsible for delays caused by events beyond our reasonable control — carrier strikes, extreme weather, supplier failures. If a delay looks significant, we will tell you, and you may cancel for a full refund.

11.Governing law

These terms are governed by the law of England and Wales, and disputes can be brought in the courts of England and Wales (or your home courts if you live in Scotland or Northern Ireland). If a dispute arises, talk to us first — we resolve almost everything directly. You can also seek free advice from Citizens Advice.