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Customer Service Number

0844 576 3016
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Terms and Conditions

The following are the Terms and Conditions of orders placed with FIRSTSTARMOBILE.CO.UK ( FSMCOUK ). FIRSTSTARMOBILE.CO.UK is a division of Firststar Solutions. On ordering from FSMCOUK you confirm your agreement to these Terms and Conditions.

Methods of Payment
Buying Products on Our Website
Complaints Policy
Your Right to Cancel
Delayed/Lost Delivery
Returns Policy
Manufacturers Warranty
Information You Provide To Us
Fraud
Disclaimer
Copyright
Car Kit Installations
Repairs Form

All images on this site are reproduced with a view to portraying our products as accurately as possible. Please be aware that designs may vary slightly, from those shown, due to normal design and production fluctuations.

Customer Services: 0844 576 3016 during office hours ( excludes weekends and national holidays )

Accepted Methods of Payment

There are two primary methods of payment for goods ordered:

Payment to firststar100@yahoo.co.uk. Please give your full Name, Address, Postcode, and contact tel no, on the Paypal payment, in addition to your item description and quantity req.
Any orders placed by those aged under 18 must be with the consent of a parent or carer. Any information given by the child must be with the consent of a parent or carer. The card holder must be available to give information in cases where an under 18 is ordering.
 

The price of any product is in force at the date and time of your order. We may change the price of any product before you place an order. We try to ensure that out prices displayed on our website are accurate but the price on your order will need to be validated by us as part of the acceptance procedure. We will inform you if a products correct price is higher than that stated in your order and you may cancel the order and decide whether or not to order the product at the correct price. Products branded Icon are of Non-Original Manufacture. Most of our original products are identified by Ori or Original in their title. Sim Cards do not come with credit preloaded unless stated. 

Complaints Policy

We are committed to providing a high quality service. We aim to deal effectively and fairly with any complaints and comments to help maintain this. If you have any complaints or comments that you would like to make concerning our service they may be emailed to us at firststar100@yahoo.co.uk.

Alternatively you can write to us at:

Firststar Solutions,
P.O Box 699, Billingham, Stockton-on-Tees,
United Kingdom, TS23 2WT
 

Complaints will be acknowledged within 7 working days along with a likely time scale for resolving the query that you have. You will also be kept informed of the process of your query.

FSMCOUK regularly checks this system to ensure that it works and is continually improving, and comments regarding our website or service are greatly appreciated.

Your Right to Cancel

Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel the contract for the purchase of your order within seven days of delivery (starting the day after the receipt of the goods).
To cancel this contract, you must e-mail us at firststar100@yahoo.co.uk within seven working days of delivery of your order, quoting your order reference number, giving the reason for the return as "Contract Cancellation".
You should be aware that, once we begin the delivery process for your order, you will not be able to cancel the order should you decide that you do not want to receive the items.
You are responsible for returning the items and they must be received by us in a resaleable condition. The item must not have been used, must be complete with all components and the packaging must be not be damaged. Note that if these conditions are not met we may not accept returned goods.
We recommend Royal Mail Recorded Delivery for returning items, or Royal Mail Special Delivery for higher value items.
We will refund the total amount of money paid by you for the goods, less any costs to collect and deliver the goods, within 30 days, starting with the day on which we receive a notice of cancellation from you.

Delayed/Lost Delivery

If you have not received your order within 5 working days of despatch, you must immediately advise Firststarmobile.co.uk Customer Services of the delay/loss. *In the event of a replacement order being sent, you will need to complete a “declaration of non-delivery” of the initial order. The declaration form will be sent to the email address supplied with the initial order, and on receipt; requires completion in full and return by the  address supplied by Customer Services.
Should the completed non-delivery declaration form not be received within 10 working days of receipt, then you will become liable for the cost of the initial goods & postage, which will then be charged to the method of payment for your order. This charge will be refunded upon receipt of the completed non-delivery declaration form if received within 21 working days of the despatch of your replacement order. Duplicate forms can be requested from Customer Services.
* Based upon the circumstances, and FSMCOUK sole discretion which is non-negotiable.

Returns Policy

In addition to your statutory rights, if you wish to return goods outside of the 7 day cancellation period, we operate a 28 day faulty returns period.
All of the products on sale have met our high quality-control standards. However, if you find a defect with any product purchased or the goods received are incorrect, please e-mail us at:

returns@firststarmobile.co.uk


We do not operate a try before you buy policy. However, any goods found to be defective within 28 days will be replaced. Goods found to be tampered with by the customer will not be replaced, but will be returned at the customers expense. If you wish to return goods which are not faulty, we will accept the return providing the goods are in a good clean condition in the original packaging and having not been used. These goods can be exchanged for other products, subject to the difference in costs being incurred. Items returned for a refund, when the goods are not faulty will be charged a handling fee of 15%.
Replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 7 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

Refunds by credit card are made to the same credit card that was used for the original purchase. Please be aware that it may take up to 14 days for your card to be refunded. The above conditions are in addition to your statutory rights, which are not affected.

Manufacturers Warranty

Outside of the 28 day faulty return period, returned items can not be accepted, unless covered by manufacturer’s warranty. Items returned to us will be forwarded to the manufacturer for repair or replacement.
Please note that warranty claims beyond 28 days for SIM-free handsets are resolved in the most prompt manner through your local repair centre. Please call us for manufacturer repair centre details.

Information You Provide To Us

The following applies to any information you provide to us, for example during any registration or ordering process.

Fraud

FSMCOUK will not tolerate any attempts to obtain goods by fraudulent means. Any fraudulent action will be reported to the relevant authorities. Please note that Internet host IP addresses are recorded when placing an order online.

Disclaimer

Any brand names used on our website are the trademarks of their respective owners. The use of recognised brand names on the website is for the promotion of the sale branded products and does not imply any affiliation or representation of the respective brand owners. Errors and omissions excepted. All rights reserved.

Please be aware that using unofficial products with your mobile phone may invalidate your phones manufacturers warranty. FSMCOUK is not responsible for any damage caused to your phone.
We may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by that version. You must check the terms and conditions on the website regularly.

Copyright

Graphics, text, software, source code & software on this website are copyright FSMCOUK. No material may be used or reproduced without the express permission of FSMCOUK and is strictly prohibited.

Car Kit Installations

Service operates Mon-Fri (Additionally Saturdays are usually available for vans and trucks).
 
We will confirm installation details by email, once we receive your booking form.

Car kits bought excluding installation - please ensure kit is fitted by a trained engineer as we cannot be held responsible for faults or damage caused by improper installation or removal.

Repairs Form

We are unable to quote a return date, as your equipment may need parts or further investigation.
 
An estimate will be provided for all chargable repairs.

Pay Monthly Connections - Online/Phone/E-mail/Business

The Terms and Conditions apply of the network you are connecting to. FSMCOUK terms and conditions also apply. Your statutory rights are not affected. All offers are subject to status, availability and the stated minimum term ( no less than 12 months ) Tariff cannot be downgraded for a minimum of 6 months, or as per network terms, whichever is the greater. Proofs of address and signature are required. Proofs of address and signature must be returned, along with a signed contract before goods can be despatched. 

Applicable proofs of address must be less than 3 months old, driving licences must show current name and address. A seperate signature proof is also required. Please ask for details of acceptable proofs for the network you are wishing to connect to. Early/14 day disconnections will result in an administration fee of £35 inc vat, and return of the equipment complete, and in full working order.

Debt recovery action will be taken against any company or individual who is in breach of these terms, this may result in court proceedings/bailiff intervention and/or your credit score being affected.

Donations to air ambulance charities are made at a minimum of 45 days after connection. We reserve the right to make donations in lump sums. Air Ambulance must be registered as a charity. Please see http://www.airambulancecharities.co.uk/index.html for details of your local service. A record of all donations made will be held by firststarmobile.co.uk. 

Our online tariff guide contains detailed listings for all of the major networks, but should you have any queries before connecting plus email our customer service address: firststar100@yahoo.co.uk

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