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Need help?

Select the questions to get the answers to your questions.

  • What is the main difference between Forall and other refurbished phone companies?

    • We are the pioneering company in Portugal for iPhone refurbishment.
    • We offer a 5-year warranty instead of the 3 years legislated in Decree-Law nº84/2021.
    • We provide iPhone accessories (charger and data cable).
    • We offer free shipping for deliveries in Mainland Portugal and Islands from €99.90.
    • Possibility of return for dissatisfaction within 14 days.
    • Personalized service,

  • 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.

  • Are the phones tested?

    All equipment sold undergoes testing before and after refurbishment to ensure maximum quality.

    The tests evaluate:

    • Equipment performance and functionality
    • Connection performance
    • Image quality
    • Input and output functionality
    • Voice and data service quality
    • Battery and charging performance
    • Proper functioning of cameras and all sensors
    We also replace seals, meshes, and warranty seals as well as clean and disinfect the equipment.
    Thus, Forall Phones guarantees 100% operability and user experience.

  • 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 refurbished 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 refurbished equipment are used to classify the signs of use presented by them, and its price will be differentiated depending on its category (grid). Forall refurbished 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 micro risks 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 Forall refurbished 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 refurbished equipment?

    Acquiring a refurbished equipment has countless advantages, such as:

    1. You are saving money

    2. You have access to 5 years warranty from Forall

    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?

    Forall 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.

  • Is the battery replaced in all refurbished iPhones?

    All our iPhones have a healthy battery between 80% and 100%, as lithium-ion batteries are designed to operate efficiently within this range. If the battery is below 80% capacity or has exceeded a certain number of charge cycles, we replace it with a new battery. We do not replace or remove healthy batteries, as this would cause unnecessary electronic waste and would not be a sustainable solution for our environment.

  • What is the CE mark?

    The CE mark is a European mark that indicates a product complies with the standards of effectiveness, safety, environmental protection, and other criteria, allowing it to circulate and be sold within the European Economic Area.

  • Who is responsible for the CE mark?

    The manufacturer is responsible for the use of the CE mark and commits to taking full responsibility that the product complies with the legal directives in force in Europe.

  • Do Forall products have the CE seal?

    Forall Phones products carry the CE mark. As some items are imported from outside the EU, they may come with a label representing this certification, which the customer can always remove.

    The respective certificates of conformity can be downloaded from Apple's website.

  • How much is my iPhone worth?

    You can check our Trade-In site here.

  • What trade-ins does Forall accept?

    Only iPhone trade-ins are accepted, from the XS model to the latest model in the current iPhone family.

  • Is it possible to make direct exchange?

    Yes, we accept exchanges as long as, after our team's evaluation, your equipment has a value similar to the device you want.

  • How is the payment processed?

    The payment can be made via a Forall voucher or bank transfer, within a maximum of 5 business days.

  • Is the quote valid?

    The trade-in period is 15 days after the evaluation date. Please note that the value will be determined after the technical team’s assessment.

  • Is it possible to trade in damaged equipment?

    Yes, we evaluate all equipment. If the equipment has no commercial value, we invite you to participate in the Forall Green program, and we offer a voucher of up to €20 for accessories in our store.

  • How long does the evaluation of equipment take?

    The online evaluation is responded to by email within a maximum of 48 business hours.

  • Is my sealed equipment worth more than a used one in the trade-in?

    No, because we do not sell sealed equipment; instead, we sell them unsealed as used/refurbished. Therefore, all values provided do not take into account whether the device is sealed, has a warranty, or includes cases.

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

    No, we only purchase equipment that is unlocked from carriers, with no apps or screen locks.

  • What is the actual trade-in value?

    The actual value is confirmed after the tests performed by our technical service.

  • What is the Warranty period?

    5-year warranty for all refurbished iPhones
    3-year warranty for other refurbished devices

    • What is covered by the warranty?

      The Forall Warranty covers any and all technical issues with the device, after assessment of the fault, with the device being repaired or replaced at no cost to the customer.

      Our Warranty does not cover the following situations:

      • Technical issues caused by the customer or third parties;
      • Damage due to improper use;
      • Negligence, drops, liquid spills, or anomalies caused by lack of care;
      • Battery replacement due to wear and decreased efficiency;

      All electronic devices have a lifespan, and it is normal for daily use to cause natural wear and tear. As the device becomes outdated or no longer receives iOS updates, Forall is not obligated to perform any intervention related to software updates for the device.

    • How to activate the warranty?

      If the equipment is within the warranty period, customers can activate it in two ways:

      1. Through the online form, here.
      2. By email at hello@forallphones.com, with the purchase invoice attached and a description of the equipment's anomaly. Our colleagues will promptly respond to your email with all the information regarding the warranty process.

      Once the technical assessment is identified and approved under the warranty, the issue will be promptly evaluated, and appropriate repair/replacement actions will be taken at no cost to the customer.

      If the technical department determines that the warranty cannot be covered, our team will contact you to provide a repair estimate—if repair is possible—or other associated costs.

      For more information regarding the warranty process, please refer to our Terms and Conditions under item 10: Warranty and After-Sales Service.

      Before sending your device, please ensure that you:

      • Deactivate all lock codes, including the Find My iPhone feature, otherwise we will not be able to assess your equipment;
      • Remove the SIM card;
      • Remove any case, cable, charger, Forall box, or any other accessory.

      Note: Equipment that has been damaged due to improper use, negligence, drops (evidenced by broken parts such as LCD, rear camera lens, rear cover, or others), or liquid spills, or that has been tampered with by an external company or technician, will not be replaced/repaired under warranty.

    • 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, Forall is not obligated to do any kind software update to compensate for those changes.

    • Are accessories covered by the Forall Warranty?

      New accessories have a 3-year warranty period from the date of purchase. Wired earphones, screen protectors, and cases are considered personal items; therefore, for hygiene reasons, these items are not covered by our exchange or return policy. Used accessories, namely power cables, data transmission cables, and chargers, have a 30-day warranty period from the date of purchase. All accessories submitted for warranty will be evaluated by the responsible technicians, with a technical report presented to approve or deny the warranty claim.

    • Does the warranty cover liquid damage?

      Depending on the iPhone model, liquid resistance varies. You can consult the Apple document.

      Having liquid resistance does not mean that the iPhone is completely waterproof or can be submerged in water for an unlimited time. Therefore, Forall recommends avoiding contact between the device and any aqueous or high-humidity environments.

      Liquid damage to the iPhone is not covered by Forall's warranty, particularly when the liquid contact indicators are activated.

    • How do I disable Find My iPhone?

      (Settings > Your Name > iCloud > Find My > Find My iPhone. For iOS versions earlier than 13.0, go to Settings > [Your Name] > iCloud). Alternatively, you can log in to www.icloud.com/find and remove your Apple ID account from your iPhone.

    • How long does it take for my equipment to be repaired?

      As soon as we receive the equipment, we will assess it and proceed with the repair.
      Most repairs are completed within 7 days; however, depending on the severity of the problem, the repair may take up to 30 days, in accordance with Article 4, No. 2 of Decree-Law No. 67/2003, of April 8.
      If the equipment shows signs of damage caused by a fall, is bent or has a damaged chassis, has a broken screen, or has been in contact with liquids, the warranty will not apply.

    • 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 exchanges or returns, you can access the customer area or contact us online or by phone within 14 days of receiving your order, provided that the equipment is in the same condition as when you received it. You must indicate the reason for the exchange or return so that we can validate the request.

      Shipping costs for sending the equipment to our store are the customer's sole responsibility. The device must be sent in the original Forall packaging, along with the documentation, in the same condition as it was delivered.

      Exchanges of damaged equipment are not accepted.

      If the exchange or return is validated, the value of the equipment will be refunded via bank transfer within 14 days after the validation of the exchange/return.

      If the returned equipment is not in the previously stated condition, the right to return/refund will no longer apply, and the equipment will be sent back to the customer's address.

    • Is it possible to exchange or return accessories?

      Wired/wireless earphones, screen protectors, cases, and cables are considered personal items; therefore, for hygiene reasons, these items can only be returned or exchanged if they are in the same condition as received (in the original packaging and sealed). If they are opened or used, they are not covered by our exchange and return policy.

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

      If the reason for the exchange/return is related to an equipment anomaly, the collection and shipping costs will be covered by Forall Phones. If the return is due to dissatisfaction, the shipping costs will be the customer's responsibility.

    • What is Forall Protect?

      Forall Protect is a mobile phone protection service offered by Forall, covering accidental damage such as broken screens, short circuits, oxidation, and much more, ensuring that your device is always protected.

    • What types of damage are covered by Forall Protect?

      Forall Protect covers damage such as broken screens, total or partial equipment failure, oxidation, short circuits, and liquid ingress.

    • How can I subscribe to Forall Protect?

      You can subscribe to Forall Protect through our website by selecting the plan that best suits the value of your device and making the payment for the monthly or annual subscription.

    • Does Forall Protect cover theft or burglary of my mobile phone?

      No, Forall Protect does not cover theft, loss, or burglary of the device. Coverage is exclusively for accidental damage.

    • Is Forall Protect insurance?

      No, Forall Protect is not insurance. It is a protection service that covers accidental damage to your mobile phone, such as broken screens and liquid damage. Subscribing to Forall Protect does not replace the need for equipment insurance.

    • Is there a limit to the number of claims under Forall Protect?

      Yes, Forall Protect is limited to one claim per year. Only one covered incident will be repaired or replaced within a 12-month period.

    • How can I make a claim under Forall Protect in case of an incident?

      In the event of an incident, you should contact us via email at forall.protect@forallphones.com within 48 hours of the event. Provide all requested information, including proof of ownership, and pay the applicable deductible.

    • What is the deductible amount to make a claim?

      The deductible varies according to the value of the device. Please refer to the pricing table in our terms and conditions to find the specific amount for your equipment.

    • What happens if I delay the payment of the monthly or annual subscription?

      If the payment of the monthly or annual subscription is overdue, the Forall Protect service will be automatically cancelled, and you will lose coverage.

    • How long is the coverage of Forall Protect valid?

      Forall Protect is valid for 12 months from the date of subscription. It can be renewed at the end of the period.

    • Can I cancel Forall Protect before the end of the contract?

      Yes, you can cancel the protection at any time with 30 days' notice. However, there will be no refund of the amounts paid.

    • Can I have my mobile phone repaired at any store?

      No, repairs must be carried out by technicians authorized by Forall. Repairs conducted by unauthorized third parties are not covered by Forall Protect.

    • Do you repair equipment that was not sold in our store?

      Yes, Forall has a highly qualified technical team certified by the brands we sell, and is equipped to perform repairs on iPhones, iPads, iMacs, MacBooks, and other Apple devices that were not sold in our store.

    • 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 by our technical team come with a 2-year warranty on the intervention performed or the part replaced by us. Equipment that has been damaged due to improper use, negligence, falls, or liquid spills, or that has been repaired by another company other than Forall, will not be replaced or repaired.

    • Will I lose device data during repair?

      Forall is not responsible for the loss of data stored on the equipment. The customer is responsible for backing up the files on the equipment before sending it to our facilities. Make sure to also deactivate 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?

      On our website, we offer:

      • MB Way;
      • Multibanco;
      • Credit Card, VISA, MASTERCARD, and Union Pay;
      • Installment Payment: Pay in 3x or 4x with Floa Partner.

    • Can I pay in installments with a debit card?

      Yes, you can use a credit or debit card to pay in installments; simply choose the Floa 3x, Floa 4x, or Cetelem payment option.

    • How does installment payment work?

      We have two installment payment options: Floa, with the possibility of paying in 3x or 4x, or Cetelem, with the possibility of paying in up to 24x.

    • What is needed to buy in installments?

      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.

    • What is the maximum number of installments?

      FLOA: 3x or 4x
      Cetelem: up to 24x

    • Does payment in installments have interest?

      No.

    • Is there a maximum amount for installment purchases?

      The maximum allowed amount is €2,500.00.

    • Does Forall have a physical store?

      No, at the moment our stores are closed.

    • How can I contact Forall?

      You can contact us in the following ways:

      • SMS or Whatsapp: +351 961 034 126
      • Messenger or Instagram
      • Email: hello@forallphones.com
      • Online chat on our website
      • Forms on our website

    • What shipping methods are available? Do you have tracking?

      Your orders can be shipped via DPD HOME, courier, or Forall's partner carriers.
      After the equipment is shipped, you will receive a tracking code by email to monitor the status of your order. Same-day delivery is available by courier if the purchase is made before 2:00 PM.

    • What are the shipping costs? And the delivery times?

      Continental Portugal

      Shipping costs are FREE for purchases over 99.90€.

      Standard Shipping - Purchases under 99.90€ have a shipping cost of 6.90€, with a maximum delivery time of 48 hours (2 business days).

      Madeira and Azores

      Shipping costs are FREE for purchases over 99.90€.

      Standard Shipping - Purchases under 99.90€ have a shipping cost of 6.90€ - Delivery within 3 to 5 business days.

      European Union

      Shipping cost is 14.90€.

      By DHL Express, the delivery time is 72 hours.

      Angola

      Shipping cost is 59.90€.

      Outside the European Union

      Times and costs will be calculated at the shipping section during checkout.

    • How can I select same-day courier delivery?

      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 Forall online chat, where the courier will have the right to set the delivery price for this service.

    • How much does same-day courier shipping cost?

      The shipping cost is 15€ 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.

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