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Is Buying Online Safe?

To put it easily, Yes.

Can I Return Unwanted Goods?

If the item is returned within 30 days of purchase and is in “as new” condition (has not been fitted or used and has had no protection removed) we can refund the cost(s) of the returned item(s) In the event of an unwanted return, please contact us. HQparts are not liable for postage costs of unwanted goods. We do not offer refunds of unwanted special order items.

Can I Cancel or Make Changes to My Order?

We understand that sometimes mistakes are made, or items are forgotten. In the event that you wish to change or cancel your order, we are able to implement this only if the goods have not yet left our warehouse. If the goods have left us, unfortunately, we will not be able to make any changes to your order unless the order is returned to us.

If you need to add to your order and it has not yet left us, please use the "Add to Order" shipping method at checkout, and include your previous order ID in the order notes.

Please note, you must be logged into your account in order to do this. Any orders that have "Add to Order" as the shipping method without a previous order will be held until payment for shipping has been made. Adding certain products may result in postage needing to be changed and additional costs may occur, for example, if a small part has been purchased with standard large letter postage, adding a large part will result in the goods needing to be shipped in a parcel instead. Adding a battery to your order may incur postage upgrade fees if the previous order was selected to be shipped via Royal Mail. This does not include "Free Shipping". Please see "Why can't I choose Royal Mail for my order?" for more information.

If you need to cancel your order for any reason, as long as the goods have not left us, we’ll happily arrange a credit or a refund for you. Refunds are usually implemented instantly from HQparts if we receive notification of cancel within dispatch hours. Although we aim to issue refunds immediately, funds can take up to 10 working days to appear in your account depending on payment method and provider.

Do You Sell "OEM" Apple Parts?

Some companies may advertise that they sell “OEM” (Original Equipment Manufacturer) or genuine Apple parts. But please keep in mind that this is not currently possible unless the company is selling a used part. The reason behind this is that Apple does not supply or sell parts to third party companies, distributors or repairers.

HQparts recommends you always remain vigilant on any parts you buy that claim to be OEM. Although we do not sell genuine Apple parts, we’re proud to be one of the largest retailers of aftermarket and pulled parts, supplying only the highest quality third party replacement parts along with our HQparts Lifetime Warranty as standard on almost all of our aftermarket products.

Why is My Tracking Number Not Working?

Please allow a few hours for tracking to update. If it has been longer than 48 hours since your dispatch notification and the tracking has still not updated, please contact us at

What Should I Do when I’ve Received the Wrong Item?

If you have checked your paper invoice or order confirmation and believe you have received the wrong item, please contact us as soon as possible.

We aim to provide all orders correctly and efficiently packed. However, sometimes accidents do happen, and human error may result in the wrong item being picked. In this event, we may ask for a Returns Form to be filled in so we can quickly process your replacement item.

Due to the high value of certain products we stock, we may need to receive the miss-picked item prior to a replacement being issued.

What if my order is damaged ?

Despite the best efforts of the HQparts packing team, what happens to a parcel after it leaves our facility is beyond our control.

If you receive a package that appears severely damaged, you can refuse delivery of the goods. However, not all damages are visible from the packaging alone. If you discover your item is damaged after opening the packaging, please contact our returns team immediately and DO NOT ATTEMPT TO FIT THE PRODUCT. If a damaged item is fitted, this may void any warranty as HQparts do not cover damage to fitted goods as most damages occur during the fitment process.

We allow up to 48 hours after delivery to report an item as damaged. However, the sooner the damage is reported, the easier it is for HQparts to resolve the issue. Please have your order number to hand when contact us as this will help speed up the process.

Does My Item Have a Warranty?

We believe in the quality of our products above all else. Most of our aftermarket products (excluding consumables and adhesive) come with an HQparts Lifetime Warranty as standard. You can learn more about the HQparts Lifetime Warranty by clicking here.

Most of our products come with warranty information in the description. These vary depending on the product.

Aftermarket Batteries - 6 Months
Genuine Samsung Parts including batteries - 30 Days Manufacturers Warranty
Genuine Huawei Parts including batteries - 30 Days Manufacturers Warranty
Tools - 90 Days
Consumables - 30 Day Returns

What Should I Do if There is a Problem with My Product?

If you believe an item you have received is faulty, please detailing as much information as possible about the fault as this will help our technicians in assisting you.

Please allow 1-2 weeks for your return to be processed however are usually dealt with within 48 hours.
We do not cover damage to fitted goods. If goods are damaged, do not attempt to fit these. In the event of damaged in transit items, please see "My order has arrived damaged"
HQparts cannot be held responsible for any items that are found to be damaged or lost during return shipment. We therefore strongly recommend a mail service with insurance and mail tracking.
If goods are returned outside of the 30-day policy, then goods would be covered under the warranty term and will either be repaired or replaced within this time.
If the goods have been found faulty, then HQparts will be responsible for the return costs within the first 30-days.
We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods are inspected upon return by our expert returns team.

When Will My Order Be Dispatched?

All DPD orders placed before 4pm Monday to Friday will be dispatched the same day (excluding Bank Holidays).
All DHL Northern Ireland orders placed before 3:30pm Monday to Friday will be dispatched the same day (excluding Bank Holidays).
All DHL orders placed before 5:45pm Monday to Friday will be dispatched the same day (excluding Bank Holidays).
All orders placed after this time will be dispatched the following working day.

These dispatch times may change during the busy periods. Any alterations to our services will be announced in advance.

What Happens After I Make My Purchase?

At HQparts, customer care starts the second you look to us for a product or service and continues long after your purchase.
Once you’ve made your purchase, you’ll receive an order confirmation and the goods will be dispatched in accordance to our dispatch hours.
We only use your details to contact you regarding your order unless you sign up to our Newsletter which sends you our best deals, latest news and any vouchers just once a week.

Why Have I Not Received an Order or Dispatch Confirmation?

This can be down to a number of reasons. The first and most common cause is that the email hasn't reached you just yet. If you don't get your confirmation instantly, don't panic! It can sometimes take a little while before the email reaches you!
If you've waited for some time, and the email still hasn't arrived, it can be down to something else. Unfortunately, despite only emailing customers with their express consent and with information relating to their orders, sometimes our emails can wind up in the spam/junk folder. Please check this folder for any of our emails before contacting HQparts.
Please also ensure that the email address used is full and correct, containing no spaces. If you place your order but realise your email address is incorrect, please contact us ASAP with the correct information.

I Can’t Find an Item on Your Website; Can You Get It?

At HQparts we care deeply about providing the best customer service possible. As such, we are happy to look at sourcing special order parts for our customers.

All you have to do is contact our team with what you're after, and we'll help you get the parts you need! Any details you can provide about the product would be useful. Such as name, part number, the model of device it’s used for, etc.

Please note, if we are to order in an item, we generally require payment to be made upfront before ordering in. We do not offer refunds of unwanted special order items.