What condition should my product be in when I return or exchange it?
Mobile phones
What can I do with my phone and still be entitled to return or exchange it?
You can turn the phone on and try it out. We recommend you don't save anything to the memory of the handset until you are sure you are happy with it.
What about the SIM card?
There's no need to return your SIM card however you should be careful about using it. Here's what to do with your SIM card if...
You're exchanging something | You're returning an upgrade device | You're returning a Pay monthly phone | You're returning a Pay as you go phone |
|---|---|---|---|
| Keep your SIM card at home in a safe place. You might want to use it in your new phone.* | Keep your SIM card at home in a safe place. You might want to use it in your new phone.* | Once you've returned the phone we recommend destroying the SIM card.** | We don't need the SIM, so make sure you use the credit you have on it. |
* You'll be liable to pay for any charges incurred on this SIM until your handset is returned and the contract is deactivated.
** You'll be liable to pay for any charges incurred on this SIM until your handset is returned and the contract is deactivated. Please note ANY usage on your SIM once you've returned your phone will result in the network refusing to disconnect you and you'll be liable for the contract in full.Mobile broadband
You can test the modem but you must return it in its original condition.
Tablets
- You can turn the tablet on and try it out. But you can't make any calls or send texts or emails, or add anything to its memory (such as saving numbers or taking a photo)
- The tablet must be returned in its original condition.
Laptops bought on their own
You can open the laptop box but you must not have used it. Your laptop must be returned with all the accessories that came with it and all preferably its original packaging.
Other products
Must be returned in their original condition and preferably their original packaging.
Royal Mail guidelines on returning a product
Please ensure you are following the guidelines as outlined by Royal Mail
