Refunds & Cancellations

Last updated: 22 July 2026

This policy explains when and how you can get a refund or cancel. Kosher Connect is a trading name of Hatsluche Ltd (Company number 14138193 · Registered in England and Wales; Registered office: 158 Cromwell Road, Salford M6 6DE), 421 Bury New Road, Salford M7 4ED. It sits alongside our Terms of Service and does not affect your statutory rights under UK consumer law.

1. Phones & accessories (physical goods)

If you change your mind about an unused item, you can return it within 14 days of purchase, in its original condition and packaging, for a refund or exchange. Items that have been set up, activated or used may not be returnable unless they are faulty. Faulty goods are repaired, replaced or refunded in line with the Consumer Rights Act 2015.

2. SIMs, airtime, virtual numbers & subscriptions

Once a SIM, top-up, bundle, international/virtual number or subscription has been activated or used, it cannot be refunded — the service has been provided. Where something has been paid for but not yet activated, contact us and we’ll help put it right. Recurring subscriptions can be cancelled for future periods; charges already taken for a period in progress are not refunded pro-rata unless we agree.

3. Repairs

Repairs are covered by a workmanship warranty for the same fault. A diagnostic or assessment fee, where one applies, is told to you before we start and is not refundable once the work of diagnosing is done. If we can’t fix a fault, you only pay any agreed diagnostic fee.

4. Phone rentals

Cancel a rental before you collect the phone for a full refund. Deposits are returned once the phone is brought back on time and checked. Late returns or damage may be charged in line with the rates shown when you collect — those charges reflect a cost incurred and are not a refundable purchase.

5. Travel bookings

Travel bookings follow the airline’s or provider’s own cancellation and refund rules, which we’ll tell you at the time. Any Kosher Connect booking or service fee is separate and is refundable only where we haven’t yet done the work.

6. How refunds are made

Approved refunds go back to your original payment method — a card refund returns to the same card, and a wallet or account credit is returned to your balance. Card refunds normally reach you within 5–10 business days once processed, depending on your bank.

7. How to ask for a refund or cancel

Just get in touch — call 0161 531 1386, pop into the shop at 421 Bury New Road, Salford M7 4ED, or message us through your account. Tell us what you bought and what’s wrong, and we’ll sort it out fairly and quickly.