Frequently asked questions

BIGJOE sells phones in Ghana: brand new phones, graded fairly used phones, and Falaa Deals. Repair bookings and separate accessory sales are not part of our website or mobile app. Check the individual listing for the model, storage, colour, condition and items included.

A graded fairly used phone is described by its stated condition and grade. A Falaa Deal is a phone previously used in Ghana and sold to BIGJOE with known issues. Those issues must be clearly disclosed on its listing and reflected in a lower price. Read the individual condition notes; a Falaa Deal should not be assumed to have the same functionality as a standard graded phone.

When buying a used phone, we collect the seller’s ID and contact details, obtain a signed sale receipt and proof of purchase, and check Activation Lock and stolen or blacklisted IMEI status. We do not accept a phone where lawful ownership cannot be established. An IMEI or lock-status result alone is not proof of ownership.

No. BIGJOE is the retailer, and our authorised staff manage our inventory and listings. Customers do not create public seller listings or receive payments from other customers through our website or app. Contact the shop directly about selling a phone to BIGJOE.

Our shop is at PZ, Adum, Kumasi, near Melcom. Message +233 59 358 3583 on WhatsApp for directions or to confirm a visit before travelling. Our email is hello@bigjoegh.com.

Our delivery operating hours are Monday to Sunday, 8am–6pm, in Ghana time. These are operating hours, not a guaranteed same-day delivery promise. The delivery area, fee and expected delivery date depend on your location and stock and must be confirmed for your order before you agree to it.

Online payments use Paystack’s available payment options, including Mobile Money or card. Your order is confirmed only after successful payment verification and acceptance. Opening or returning from a payment page is not proof of payment. Never share a bank PIN, card security code or payment OTP with our staff.

Contact us with your order reference, payment reference and the time of payment before paying again. A payment may still be awaiting provider verification or reversal. We check the transaction status; a screenshot alone is not used to mark an order as paid. Do not send your PIN or verification code.

Contact hello@bigjoegh.com or WhatsApp +233 59 358 3583 as soon as possible with your order reference, especially before dispatch. For eligible online goods purchases, Ghana’s statutory cancellation period is 14 days after receipt, subject to the applicable exceptions. See our Returns Policy for the process and your rights.

Contact us first for return instructions and keep your receipt or order reference. For an eligible change-of-mind online cancellation, only the direct return cost may be charged. For a faulty, incorrect or misdescribed phone, we assess the issue and provide the appropriate legal remedy. Approved return refunds are initiated within 14 days after we receive and assess the returned phone, or sooner where law requires. Your payment provider controls when the refund appears.

Our store warranty is 90 days for functional defects in phones. For a Falaa Deal, this excludes the specific issues clearly disclosed and accepted at purchase; it does not exclude undisclosed defects or remove your statutory rights. Damage caused by misuse, drops or liquid exposure and ordinary wear are not covered where relevant to the fault. Check your receipt for any longer warranty.

Email hello@bigjoegh.com or message us on WhatsApp with your order reference, what happened and the outcome you want. Keep receipts, condition photos and messages. We investigate the order, payment and delivery records and explain the proposed resolution. You may also contact your bank, payment provider or the relevant authority; contacting us does not remove those rights.

Email hello@bigjoegh.com with the subject BIGJOE customer feedback, or message us on WhatsApp. Tell us what went well and what we could improve. Include an order reference privately if it helps us investigate. We do not publish your personal details or comments as a testimonial without your permission.

In the app, go to Account → Privacy & account → Delete my account and enter your current password. You can also email hello@bigjoegh.com to request deletion without reinstalling the app. Your profile is removed or de-identified and sessions end. Order and payment records may be retained separately for lawful purposes. See the Account Deletion Policy for details.