There's something wrong with a product I bought online or over the phone
What to do if something's not working
If there's something wrong with your product, you can visit any of our stores to discuss a repair or exchange or alternatively give us a call on 0370 111 6565^.
We'll let you know if you're eligible for a return, exchange or repair.
If you're eligible for a return
- We'll talk to you about the best way to get it back to us (can be done in store or by post).
- If you have a faulty Pay as you go phone, we can't refund any unused top-up credit.
- How to return your product by post.
If you're eligible for an exchange
- We'll talk to you about the best way to get it back to us (can be done in store or by post).
If you're eligible for a repair
- If you exchange your item in store, your online or 'over the phone' offer may not be available.
- If the product you bought isn't available, we may give a similar one of the same value.
- How to exchange your product by post.
Find out more about our repairs service on our repairs page.
Software update
Lots of common phone problems can be fixed with a simple software update which you can do yourself. Visit this page to see how.
^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.
