Frequently Asked Questions

Last updated: August 2026

Here you’ll find direct answers about devices, warranty, delivery, payments and your iOutlet account. When a condition depends on the product or the country, always check the information shown in the offer and at checkout.

Refurbishment and device condition

What is a refurbished device?
It is a previously used device that has been checked and prepared to be sold again. At iOutlet, testing covers components such as the screen, battery, cameras, sensors, connectivity, buttons and ports. If any intervention is needed, it is carried out before the device is put up for sale.

Does the grade affect the device’s functionality?
The grade mainly describes the cosmetic condition. Expected exterior marks and any relevant condition are indicated in the offer. Always compare the description and available photos before choosing.

Is the battery new?
Not necessarily. The battery is tested with professional diagnostic software and replaced if it does not meet the applicable criteria. Specific information available for each device appears in the respective offer.

Do the devices include box and accessories?
The packaging contents may vary. Check the corresponding section on the product page, as the offer is the reference to know what is included.

Does iOutlet carry out repairs for devices purchased elsewhere?
No. iOutlet technical support is intended for devices sold by the store itself. If you have a problem with an iOutlet purchase, use the warranty page.

Warranty and returns

What is the warranty period?
Refurbished devices come with a 24-month commercial warranty from iOutlet. Used devices in the Outlet category come with an 18-month warranty. If an offer has a different condition due to being B2B or belonging to another category, that condition is indicated before purchase.

How do I request assistance under warranty?
Visit the warranty page and submit the requested details. The team will reply by email with the next steps and confirm whether the device needs to be sent for analysis.

Can I return an online purchase?
You may exercise your right to cancel within the period stated in the returns policy. Read this page before sending the device, as it explains the condition it must be returned in, the address and the necessary documents.

Who pays for the return or warranty claim shipping?
It depends on the reason and validation of the request. The team confirms the instructions and responsibility for transport before shipping. Do not send the device without following the indicated procedure for your case.

Shipping and delivery

How long does delivery take?
Delivery may take up to 8 working days after payment confirmation. Availability and any specific timeframe stated on the product page take precedence over this general estimate.

How do I track my order?
When a tracking code exists, you will receive this information by email and can check the order status in your account.

Is delivery free?
The delivery cost depends on the destination and the conditions shown at checkout. The total is displayed before you place your order.

Where do you deliver to?
Enter your address at checkout to check whether the destination is accepted and what conditions apply. Availability may vary between iOutlet stores in each market.

Payment

What payment methods can I use?
The available methods appear at checkout and depend on the country, currency and order value. Check the option and total before authorising payment.

Can I pay in instalments?
When FLOA or Klarna are available for your market and for the purchase, the option appears at checkout. The provider presents the limits, schedule, costs and terms before confirmation.

How is payment data handled?
The data required for payment is processed within the flow of the selected provider. Before paying, check the provider name, total and terms presented.

What VAT regime applies?
The applicable regime depends on the product and is indicated in the purchase documentation. If you need clarification about the terms for a business, contact [email protected] before placing your order.

Purchase and account

Do I need to create an account?
You can sign in or create an account during checkout. The account allows you to view your orders and the data associated with your profile.

How do I cancel an order?
Send an email to [email protected] as soon as possible. The team will confirm whether cancellation is still possible or if you need to follow the return process.

Where do I find the invoice?
The invoice is issued for the order and sent or made available via the channels indicated during checkout. If you cannot find it, contact [email protected].

iPoints

How do I earn iPoints?
Eligible purchases made with an account earn iPoints equivalent to 0.5% of the order calculation base. One hundred iPoints correspond to 1 euro of discount. The balance appears in the account area after the points are credited.

When do iPoints expire?
Points expire 12 months after the last purchase that generated iPoints. The account area shows the balance and the applicable expiry date.

Can I use iPoints with a coupon?
The acceptance and combination of discounts is calculated in the basket and at checkout. Check the final total before completing the order.

Didn't find the answer? Write to [email protected] and include the order number when the question is related to a purchase.