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Are the replacement mobile phones brand new?

Where we can, we will repair your phone however, in the event that your claim is authorised and your mobile phone is replaced, we will do our best to replace it with an identical fully refurbished or new item. 

Should this not be possible we will replace it with a fully refurbished or new item of a comparable specification or the equivalent value. Please note it may not always be possible to replace your mobile phone with the same colour.