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  • Are the equipment new?

    No. The equipment sold on Open Box Mobile is used and refurbished. It means that they have been previously used, however, all equipment undergoes a rigorous testing and screening sector. All appliances will always be 100% functional, just varying their aesthetic grids.
  • What is refurbished equipment?

    Refurbished equipment is mainly equipment that has been on display in stores, customer returns, demonstration equipment, trade-ins or lease renewals. Refurbished equipment is equipment tested, eventually repaired and certified by specialized and accredited technicians. This process involves restoring the equipment to the functional state it was in when it was new, that is, putting the equipment in perfect working order, restarted and clean as it was when it was produced. The refurbished equipment must be equally fast, reliable, have the same response and storage capacity and have exactly the same functionalities as if it had just been manufactured.


  • How are the aesthetic grades defined?

    Regarding the reconditioned equipment, the category of them - A ++, A, B and C - which classifies the state of the outer elements of the equipment. The categories (grids) of the reconditioned equipment are used to classify the signs of use presented by them, and its price will be differentiated depending on its category (grid). OpenBox reconditioned equipment can fit the following categories:

    Grid A ++: Equipment that is in a practically new state. However, the equipment may have minor imperfections, such as almost imperceptible microorrisks that can only be seen at a certain angle and from a distance of less than 30 centimeters.

    Grid A: Equipment that is in an excellent state. However, the equipment may present slight touch marks perceptible to touch and vision.

    Grid B: Equipment that is in a satisfactory state. The equipment may have visible marks, some slightly more pronounced risks or small dents.

    Grid C: Equipment that is in an acceptable state. This equipment has visible signs of use, sharp risks and visible dents.

    Grid C is the lowest aesthetic level of OpenBox reconditioned equipment.

  • What accessories come with the purchase of the mobile phone?

    When purchasing our mobile phones, we offer an box for Openbox. In the purchase option, you can choose to purchase the "cable + charger" pack in the compatible or original options. *check stock availability.


  • Are the equipments original?

    Yes. All devices identified as used and refurbished were originally manufactured by the brand.

  • What are the advantages of purchasing used or refurbished equipment?

    Acquiring a used or refurbished equipment has countless advantages, such as:

    1. You are saving money

    2. You have access to 24 months warranty from Open Box Mobile

    3. You are contributing to a more sustainable consumption

    4. You can have access to a more modern mobile phone for a lower price.

  • Do you issue an invoice?

    Open Box Mobile issues an invoice with every transaction, which can be sent to your e-mail when requested.

  • Is the equipment unlocked?

    Yes. All our phones are unlocked and accessible for all carriers.

  • What trade-ins does Open Box Mobile accept?

    Yes, Open Box Mobile accepts refurbishing of mobile phones, smartwatches, tablets and some laptop models. We have a team of evaluators ready to analyze your equipment and give you a refurbishing value.

    You may perform the initial evaluation through our online form www.openboxmobile.com/venda-retoma or go directly to our physical store.

    OpenBox Mobile reserves the right to refuse refurbishing.


  • Does Open Box Mobile buy mobile phones?

    Yes, Open Box Mobile buys used mobile phones, smartwatches, tablets and some models of laptops. We have a team of evaluators ready to analyze your equipment and give you a purchasing value for your equipment.

    You may perform the initial evaluation through our online form www.openboxmobile.com/venda-retoma or go directly to our physical store.

  • Is it possible to make direct exchange?

  • Is payment made on time?

  • Is the quote valid?

    The deadline for the refurbishing or purchasing value proposal is 15 days after the evaluation date. It is important to note that the given value for the device will be confirmed after evaluation by the Open Box Mobile technician.

  • Is it possible to recover damaged equipment?

  • How long does the evaluation of equipment take?

  • Are all types of equipment accepted?

  • Do you buy carrier-locked equipment, with app accounts or screen locks?

  • What is the Warranty period?

    All used/refurbished equipment is guaranteed for 3 years from the date of delivery of the device (unless otherwise stated) and a further 3 years.
    If you wish, we have warranty extensions for some equipment:
    • 1 extra year of WARRANTY - €39
    • 2 years extra WARRANTY - €59
  • What is covered by the warranty?

    The Open Box Mobile Warranty covers all and any type of technical problem in the equipment. The problem will be readily evaluated and due actions will be taken to repair/replace it, with no costs for the customer.

    The Warranty will not be authorized if the Open Box Mobile responsible technician notes the technical problem presented in the equipment is directly related to: technical intervention by the own customer or third parties; damage from improper use; negligence; fall; liquid spills or any type of anomaly due to improper use.

    An eventual customer request for battery replacement due to wear and consequent shortening of its lifetime is not covered by the warranty. All and any electronic equipment has a lifetime and the natural wear is completely normal with its daily use. As the equipment gets old and its updates are no longer compatible with IOS or Android, Open Box Mobile is not obligated to do any kind of service related to software update in the equipment.
    **The warranty extension follows the same Terms and Conditions as the offered Warranty.

  • How to activate the warranty?

    Customers with an accepted warranty request (only valid for smartphones), may request a smartphone loan with no associated costs for the period during which the equipment is with Open Box Mobile for repair through the warranty program.

    *There is a limited stock of devices to loan, so the customer should check their availability at the time of entry of the warranty request.

    Within the deadline, the customer may proceed with the Warranty activation in one of two ways:

    1. Go to a physical Open Box Mobile store, with the invoice and ID document;

    2. Send an e-mail to reparos@openboxmobile.com with an invoice copy attached and describing the equipment anomaly. The shipping costs of the package will be borne by Open Box Mobile through a CTT label generated by the responsible team. If the Warranty activation authorization is refused for not being in accordance with the Warranty terms and conditions, there are two following options: Option 1 - the technical team will create a quote for the equipment repair, and after approval by the customer, the repair costs will be totally borne by the customer. A value of 12€ will also be charged for the shipping cost for the equipment return to the customer. Option 2 - if the customer does not authorize the repair quote, the equipment will be sent to the customer's address and will have a cost of 12€ for the shipping cost, which will be totally borne by the customer.

  • What is natural equipment wear?

    All and every electronic equipment has a lifetime and the natural wear is completely normal with its daily use. It is linked to the battery health, since when you use the equipment it is natural that the % of its health gradually decreases. As the equipment gets old and its updates are no longer compatible with IOS or Android, Open Box Mobile is not obligated to do any kind software update to compensate for those changes.

  • Are accessories covered by the OpenBox Warranty?

    New accessories have a 3 -year warranty period from the date of purchase. Wire, films and covers are considered personal items, so for hygienic reasons, these items have no guarantee. Used accessories, namely power cables, data transmission cables and chargers, has a 30 -day warranty period from the date of purchase. *All accessories with warranty entry will be evaluated by the responsible technicians and presentation of a technical report with the approval or not of the warranty entry.
  • Do you repair cell phones, tablets and laptops?

    Yes, Open Box Mobile has a repair center and a highly qualified technical team with certification for the main global brands, qualified to repair mobile phones, tablets and laptops.

    The repair center is open Monday to Friday from 10 AM to 7 PM.

  • Are quote requests free?

    Yes, Open Box Mobile does a free evaluation and quote for the repair of your device.
  • Does the repair service have a warranty?

    Yes, repairs carried out on Open Box Mobile are guaranteed for three months only on parts that have undergone interventions. Equipment that has been damaged by improper use, intervention by an entity other than Open Box Mobile, negligence, falling or spilling of liquids will not be replaced or repaired.
  • Will I lose device data during repair?

    Open Box Mobile is not responsible for loss of information from the device. The customer is responsible for making security copies of the files in the device before sending it for repair. Important: Make sure to unactivate your Google / iCloud account.
  • How long does it take to repair equipment?

    In normal conditions, i.e., having the component to be replaced available in stock, we give a deadline of 5 working days after entry of the device to our repair center. The deadline may be extended, depending on the problem identified. In order for the device to be repaired within a reasonable deadline, we also need to consider the quality of the device, the availability of parts in stock, the quality and extent of the damage or other special technical characteristics.
  • Are repairs made with original parts?

    When the quote is given to the customer, the values for original and compatible parts are specified.
    It is part of the customer's decision, to choose between the original or compatible parts for the equipment repair.
  • What payment methods are available?

    In our physical store we have the following payment methods available:

    • Cash;
    • Card;
    • MB Way;
    • Bank transfer;
    • Credit Card, VISA or MASTERCARD.
    • Payment in installments: Pay in 3x, 6x or 12x partner Cofidis Pay;
    • Payment in installments: Pay in 3x or 4x Floa partner.


    For purchases in our website, we have the following payment methods available:

    • Bank transfer;
    • MB Way;
    • Card;
    • Credit Card, VISA, MASTERCARD and Union Pay;
    • Pay Pal;
    • Payment in installments: Pay in 3x or 4x Floa partner.
  • Can I pay my debit card in installments?

    Yes, you can use credit and debit card to install the purchase, just choose the 3x Floa Payment Oction or Floa 4x.

  • How does installment payment work?

    We have two payment options for installments. Physical store: offered in partnership with Cofis operator, with the possibility of paying 3x, 6x or 12x. Online: Offered in partnership with operator Floa, with the possibility of paying 3x or 4x.
  • What is needed to buy in installments?

    For purchases in a physical store, you need to have a multibanco card and the citizen card. For online purchases, you need to have a credit or debit card - we only accept the Visa or Mastercard flags, and it is necessary to check the expiration date, which in this case may not be winning in the following 4 months.
  • How can I purchase in installments?

    To make the purchase in installments, simply go to one of our physical stores, present your citizen card and the ATM card. For more information, access here. To buy on online installments (through our website) just have a credit card or debit of the Visa or Mastercard flags, and it cannot have the expiration date for the next 4 months after the purchase date.

  • What is the maximum number of installments?

    In physical store, you can pay your purchase in 3x, 6x or 12x. Online can pay in 3x or 4x.
  • Does payment in installments have interest?

    No.
  • Is there a maximum amount for installment purchases?

    Yes. For purchases in a physical store through the partner Cofidis, the maximum allowed value is € 1.000,00. For purchases through our website through the Floa partner, the value allowed are € 2.500,00.
  • Is there an administrative fee added to the purchase price?

    Yes. Payments in installments: Cofidis Pay (3x, 6x and 12x) exclusively for purchases in physical store (Lisbon or Porto) I accept a total amount of the purchase of up to € 1,000.00. In option 3x and 6x there is an additional charging for the administrative fee of 7.5% on the total amount of the purchase, and in the 12x option the administrative fee is 10% over the total value of the purchase. The administrative fee must be paid separately the purchase of the equipment. Questions related to interest interest on all purchase may vary according to each campaign. Floa (3x and 4x) for online shopping and in physical store (Lisbon and Porto). A minimum purchase value of € 50.00 is accepted and maximum value of up to € 2,500.00. In option 3x there is an additional charge for the administrative fee of 2.3% on the total amount of the purchase, and in the 4x option the administrative fee is 3% over the total amount of the purchase.
  • What shipping methods are available? Do you have tracking?

    Your package may be sent through the Open Box Mobile carrier partners, received at the desired address, and the billing address may be different from the shipping address. The customer who chooses purchasing through our website or CTT Cash on delivery, will receive a tracking code in their email, being able to track the current shipping situation. Besides that, we count with same day deliveries through couriers for orders made until 2 PM.
  • What are the shipping costs? And the delivery times?

    All packages are delivered at the requested place, following these deadlines and costs:

    • Continental Portugal

    The shipping cost is FREE for orders of 69€ or more. If the order is less than 69€ the shipping cost will be 5€. The deadline for delivery is 48 hours (2 working days).

    • Archipelago of Madeira and Azores

    For the DHL Express mode, the shipping cost is 16€ and the delivery time is 3 to 5 working days.

    For the CTT Cash on delivery mode, the shipping cost is 15€ and the delivery time is 3 to 15 working days.

    For the CTT Express mode, the shipping cost is 10€ and the delivery time is 3 to 15 working days.

    • European Union

    The shipping cost is free for orders of 69€ or more. If the order is less than 69€ the shipping cost is 15€.

    The deadline for delivery is 72 hours shipped through the DHL Express carrier.

    • Outside the European Union

    Delivery times and costs will be calculated at the shipment section at the order checkout.

  • How can I select courier shipping?

    This modality is limited only for deliveries within the Lisbon municipality, according to the zip codes provided in the shipping method. If the desired zip code is not considered for this modality, you may directly consult the Open Box Mobile online chat, where the courier will have the right to set the delivery price for this service.
  • How much does courier shipping cost?

    The shipping cost is 5€ according to the zip codes provided for this modality.
    The zip codes that are not available in this modality should be consulted to check the shipping costs.
    • Orders made until 2 PM for same day shipment.
  • Does OpenBox have a physical store?

    Yes, we have two physical stores:

    • Lisbon store

    Rua Lucinda Simυes, 3A

    1900-304 Lisbon

    Continental Portugal

    T.: +351 210 121 394

    Email: info@openboxmobile.com

    Opening hours: Mon. to Fri.: 10 am to 7 pm / Sat.: 10 am to 5 pm

    Location Link

    https://maps.app.goo.gl/QUn5whUpiUcwF4f88


    • Porto store

    Av. dos Combatentes da Grande Guerra 610, 7G store

    4200-186 Porto

    Continental Portugal

    T.: +351 210 121 394

    Email: info@openboxmobile.com

    Opening hours: Mon. to Fri.: 10:10 am to 6:50 pm / Sat.: 10:10 am to 4:50 pm

    Location Link

    https://goo.gl/maps/WXVMoMmLjPcgeoTSA

  • How can I contact OpenBox?

    You may contact us:
    • In person at one of our physical stores, or through:
    • SMS and Whatsapp message +351 961 034 126
    • Phone contact +351 210 121 394
    • Messenger or Direct Instagram message
    • E-mail info@openboxmobile.com
    • Website chat
    • OLX chat
  • Can I make exchanges or returns?

    Yes. According to Decree Law No. 84/2021, of October 18, the customer has the right to terminate the contract within a maximum of 14 calendar days after the delivery reception date.
  • How can I make an exchange or return?

    To proceed with the equipment return and/or exchange, you have up to a maximum of 14 days, as long as it remains in the exact same conditions as you have received it. You must also indicate the reason for dissatisfaction so it can be validated.

    Within the deadline, the customer may proceed with the return or exchange in one of two ways:

    1. Go to a physical Open Box Mobile store, presenting the invoice and ID document
    2. Send an e-mail to info@openboxmobile.com with an invoice copy attached. The shipping costs for the package return will always be totally borne by the customer. The package should be shipped/sent exactly as received and with all documentation delivered with the package and all its content should be sent to the following address: A/C Open Box Mobile – Rua Lucinda Simυes, 3A 1900-304 Lisboa.

    If everything is in order a refund will be made only for the paid amount. The refund is made through bank transfer, within 14 days after the return has been accepted.

    We will not accept the return of products with damaged equipment.

    If the returned equipment is not as previously informed in this return section, the right for return/refund will no longer exist and everything will be sent back to the purchasing place (buyer).

  • Is it possible to exchange or return accessories?

    New accessories have a 3 -year warranty period from the date of purchase. Wire, films and covers are considered personal items, so for hygienic reasons, these items have no guarantee. Used accessories, namely power cables, data transmission cables and chargers, has a 30 -day warranty period from the date of purchase. *All accessories with warranty entry will be evaluated by the responsible technicians and presentation of a technical report with the approval or not of the warranty entry.

  • How does the payment of shipping costs on returns work?

    The Shipping costs for exchanges and returns are totally borne by the customer. Moreover, exchanges and returns are only done after the respective equipment arrival and testing.
  • Is my smartphone safe abroad?

  • Why hold your smartphone?

  • What phones can be insured?

  • How do I get a mobile phone insurance quote?

  • How to activate insurance on your Lovys smartphone?

  • How do I declare a claim (theft, breakage, oxidation, etc.)?

  • I have several IMEI numbers, which one should I choose?

  • How does the refund or replacement work?

  • What should I do in case of breaking the phone?

  • Can I take out smartphone insurance for my child? And for someone else?

  • Is there a grace period?

  • When does my insurance start and when does it end?