Returning or exchanging items bought online or over the phone
You can return most products within 14 days
You can return or exchange almost anything you buy from us online or over the phone. As long as you let us know within 14 days of the day we first try to deliver your product.
What can't I return or exchange?
- Top-ups - bought instore, online, over the phone or on your mobile.
- Downloads and apps.
- Personal all headphones (this is for hygiene reasons).
On some phone networks you can return your phone but you can't exchange it. This affects phones on these networks:
- Orange (this only affects Pay monthly Orange handsets that are branded with the Orange logo)
This means that if you want to change your product for something else, you'll need to return it for a full refund and then make a new purchase. You may lose the phone number you were given, you may have to take an extra credit check, and the whole process may take a few days longer than if you were doing a straight exchange.
Can I try out my product first?
Depending on what you bought, there are different rules about how much you can use your product before you decide to take it back. Find out more about what condition your product should be in when you return or exchange it.
What happens when I want to...
Return a Pay monthly phone?
We'll refund any money you paid for your phone, cancel the new contract you've started, and disconnect you.
Return a Pay monthly phone upgrade?
We'll refund any money you paid for your phone, and remove the contract you would have entered into. However, if your network no longer offers the tariff you were on before you upgraded, visit us in store, or call us on 0800 049 6248*, to see what other great tariffs are available.
If you want to cancel your upgrade, your original tariff is no longer available and you don't want to take another tariff, speak to your network to discuss the options available to you.
Change the name on a contract in my name, to someone elses?
This is called a change of ownership, all the details of it are here.
When will I get my refund
Credit card refunds take up to 10 days and cheque refunds can take up to 28 days from when your item arrives back at our warehouse.
Royal Mail guidelines on returning a product
Please ensure you are following the guidelines as outlined by Royal Mail
^Calls to this number may be free from a landline. Prices of calls from other providers may vary and from mobiles may cost significantly more. Calls may be recorded and/ or monitored. Visit this page for opening hours.
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