Need help?

Here you will find everything you need to know.

  • What is a refurbished mobile phone?

    A refurbished equipment, for an unknown reason, may have been returned to the manufacturer, having gone through tecnhical intervention from the brand making it operational again. All refurbished equipment goes through rigorous testing by the Open Box Mobile certified technical team, is then cleaned, sanitized, desinfected and repackaged, ready to be sold at one of our physical stores or website.
  • How are the aesthetic grades defined?

    Our equipment categories (Grades) aim to identify signs of use the equipment may have. This distinction can inform and temper customers' expectations in relation to the equipment they purchase, as well as ajusting the equipment's price: within a same model, a grade A equipment will have a higher price than a B or C. Grade A equipment is in very good shape, grade B equipment have slight signs of use and devices in good condition but with sharp signs of use, are classified as grade C.
    Find out more about our aesthetic grades.

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

    When you purchase a mobile phone, Open Box Mobile offers compatible cable and charger, card ejector pin and Open Box box. The customer may choose to get original cable and charger with the mobile phone, and in this case the offered compatible cable and charger will not accompany it, having the customer a special discount when purchasing the original cable and charger.


  • Is the equipment original?

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

  • What are the advantages of acquiring a 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 1 year 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.

  • Does Open Box Mobile accept refurbishing?

    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.

  • What is the deadline for the refurbishing value proposal?

    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.

  • What is the Warranty time?

    All equipment has up to 1 year warranty from the delivery date (unless stated otherwise). There is the possibility of complementing the equipment purchase with a warranty extension:

    for 1 more year, totalizing 2 years of WARRANTY – 39€ (associated cost);
    for 2 more years, totalizing 3 years of WARRANTY – 59€ (associated cost).

  • 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 the natural equipment wear and tear?

    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 the accessories covered by the Open Box Mobile Warranty?

    No, the compatible accessories (cable, charger and SIM card ejector pin) offered with the equipment are not covered by the Warranty. Original accessories are available for sale and are covered for exchange or returns (within 30 days from the purchase date).

    Headphones, screen protectors and cases are considered personal items, so, for hygienic reasons these items are not covered by warranties.

  • Do you repair mobile 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.

  • Does the repair service of my equipment have any warranty?

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

  • Will I loose the information in my device during a 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.
  • What is the deadline for completing the repair of my 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.
  • Is the repair done 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 are the accepted payment methods?

    In our physical store we have the following payment methods available:
    Cash;
    Card;
    MB Way;
    Bank transfer;
    Credit Card, VISA or MASTERCARD.


    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;
    Utrust: (Cryptocurrency);
    Up to 4x installments with credid card, using the Split it platform;
    Cash on delivery (Charged at destination).

  • Can I make installments for my payment with debit card?

    Can I make installments for my payment with debit card?

    No. Open Box Mobile has the payment methods with installments only with credit card through the ""Split It"" modality.

  • How does installment payment work?

    This modality is offered in partnership with Split It and is available for payments of any equipment, accessories, or even services at our website. In turn, the payment must be done through a credit card and you will be able to make up to 4 installments for your purchase.
  • What do I need to do to buy in installments?

    You need to have a VISA, MASTERCARD or UNIONPAY credit card, with an equal or superior amount to the total of your purchase.
  • How can I make a purchase in installments?

    To make your purchase with installments, just follow these steps:
    1 – Add the desired product to the cart;

    2 – Select the shipping method;

    3 – Fill in the requested information (name, address, etc.);

    4 – Select the payment method Split it;

    5 – Choose the number of installments;

    6 – Select the credit card and insert its information;

    7 – Accept the terms and conditions and complete the payment.

  • What is the maximum number of installments?

    You can have 2, 3 or even 4 installments.
  • Is there interest?

    Yes, there is an interest charge over the total purchase amount, which will be calculated and shown after selecting the Split It payment method.
  • What is the entry amount?

    The first payment will be an entry of 45% of the total amount at the day of the purchase. The remaining amount will be retained in your credit card and released for the payment of your installments.
  • Qual o valor devo ter disponνvel no plafound?

    You must have the total amount of the desired purchase or more available in your account.
  • Will the total amount of the purchase be retained?

    Yes, the total amount of the purchase is retained until the payment of the last installment.
    After paying each installment, the retained amount will be reduced and adjusted to the amount to pay (the amount may appear as ""Pending"" in your credit card statement).
  • Is there a minimum amount for purchasing in installments?

    There is not a minimum purchase amount in this mode.
  • What ways are there for receiving the mobile phone?

    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?

    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 take advantage of the courier delivery method?

    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.
  • What are the courier shipping costs?

    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 Open Box Mobile have a physical store?

    Yes, our store and repair center is located at Rua Lucinda Simυes, 3A Arroios, Lisbon, Zip Code 1900-304 (2 minutes from the Alameda underground). Business hours are mon. to fri. from 10 AM to 7 PM and saturday from 10 AM to 5 PM.

    Location Link

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

  • How can I contact Open Box Mobile?

    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
  • May I perform an exchange or return?

    Yes. According to Decree Law No. 24/2014 of February 14, the customer has the right to terminate the contract within a maximum of 14 calendar days after the delivery reception date, but Open Box Mobile has a guaranteed satisfaction program, providing an extended deadline of up to 30 days, so if you are not satisfied with your purchase, you may return it and we will refund you.
  • What do I need to do to perform an exchange or return?

    To proceed with the equipment return and/or exchange, you have up to a maximum of 30 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:

    Go to a physical Open Box Mobile store, presenting the invoice and ID document
    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).

  • Are the accessories eligible for exchanges or returns?

    The compatible accessories (cable, charger and SIM card ejector pin) offered with your equipment are not eligible for exchange or return. The original accessories are available for sale and are covered by exchange or return (30 days from the purchase date). The customer may choose to buy original accessories instead of the compatible accessories offer, and in this case the compatible accessories will not be offered and a discount will be applied to the customer for the sale of the original accessories.

    Headphones, screen protectors and cases are considered personal items, so, for hygienic reasons these items are not covered for exchange and return.

  • Shipping Costs

    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.