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. Just 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.
- All headphones (this is for hygiene reasons).
- Early upgrade Pay monthly phones. You are getting a discount on the normal termination fee. By accepting the discount you waive your right to the 14 day change of mind option.
- Check what condition your products need to be in to qualify for a return or exchange
Can I return or exchange my new Pay monthly phone?
This table shows our returns and exchange policy for new Pay monthly or 30 day rolling contracts
Can I swap it for a different phone?
Can I change network?
Can I cancel my contract?
Can I return or exchange my Upgrade Pay monthly phone?
Yes. 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.
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
How can I change the name on a contract to someone else's?
This is called a change of ownership. You'll find all the details here.
^^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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