https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227636#M65880 <P>No not always.&nbsp; Its normally what's called a reconditioned phone. This could be a phone that's been returned faulty (then repaired) or one returned in the 14 day cool down period.&nbsp; But either way the warranty should be effective as if it was a new device.&nbsp; Should u have any issues simply contact EE. Treat it as new phone <span class="lia-unicode-emoji" title=":mobile_phone:">📱</span>&nbsp;</P> Fri, 10 Feb 2023 18:18:18 GMT Apache77 2023-02-10T18:18:18Z https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227359#M65844 <P>Ok....so maybe a basic question and youll be like Duh lol But when youre sent a replacement phone via a insurance claim is it a brand new device youre sent?&nbsp;</P> Thu, 09 Feb 2023 19:04:39 GMT https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227359#M65844 Pink1987 2023-02-09T19:04:39Z https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227445#M65847 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.ee.co.uk/t5/user/viewprofilepage/user-id/987564">@Pink1987</a></SPAN>,</P> <P>Welcome to the EE Community. <span class="lia-unicode-emoji" title=":slightly_smiling_face:">🙂</span></P> <P>Insurance replacements are from refurbished stock.</P> <P>Hope this helps.</P> <P>James</P> Fri, 10 Feb 2023 07:56:06 GMT https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227445#M65847 James_B 2023-02-10T07:56:06Z https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227636#M65880 <P>No not always.&nbsp; Its normally what's called a reconditioned phone. This could be a phone that's been returned faulty (then repaired) or one returned in the 14 day cool down period.&nbsp; But either way the warranty should be effective as if it was a new device.&nbsp; Should u have any issues simply contact EE. Treat it as new phone <span class="lia-unicode-emoji" title=":mobile_phone:">📱</span>&nbsp;</P> Fri, 10 Feb 2023 18:18:18 GMT https://community.ee.co.uk/t5/Orders/New-phone-question/m-p/1227636#M65880 Apache77 2023-02-10T18:18:18Z