Need help?

Here you will find everything you need to know.

  • 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 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?

    The categories (Grade) of our equipment are used to identify signs of use that they may have. This distinction is able to inform and temper the customer's expectations in relation to the equipment he purchases, as well as adjust the price of the equipment: in the same model, an equipment category A++ will have a higher price than an A+, A, B, C or D. Equipment of category A++ are in excellent condition, like new; category A+ are in very good condition; category A are in good condition; category B are in good condition and may have slight wear marks; category C are in fair condition and may contain more expressive usage marks; category D are heavily used and may have significant usage marks on all equipment.
    Find out more about our aesthetic grades.

  • What 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.



  • 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 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 retakes?

    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 repossession value proposition?

    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 are the equipment's natural 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 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.

  • Are repair quotes free?

    Yes, Open Box Mobile does a free evaluation and quote for the repair of your device.
  • Does the repair service on my equipment 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 my device information in 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 on 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.
  • 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 do you accept?

    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 pay my debit card in installments?

    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 is needed 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 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 input value?

    For purchases in installment mode, the total purchase price will always be the value of the equipment plus a 10% increase on the value of the equipment. If your purchase is made in 4 installments — equal amounts for all installments — the down payment will be the value of the first installment. The remainder of the amount will be captive on the credit card ceiling and released as your installments are paid.
  • What value should I have available in the ceiling?

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

    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 installment purchases?

    There is not a minimum purchase amount in this mode.
  • What are the ways to receive 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 use the courier shipping mode?

    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 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, 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 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
  • Can I make 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 make 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:

    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).

  • Are 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.