We hope that you will be happy with your purchase but should you wish to return or exchange an item please follow the instructions within the 'What else do you need to know' paperwork sent out with your phone or follow the instructions below.
Items purchased online or via telesales can not be returned to a Tesco Store.
8.1 Change of Mind
Tesco offer a 14 working day cancellation policy (“cooling off period”), the cooling off period ends 14 working days after the day on which you received the goods, “working days” are Monday to Friday, weekends and bank holidays are excluded.
If you change your mind, you can cancel your contract for the purchase of goods during the cooling off period and provided that you also cancel your contract with the network provider for the network services you should not incur any early termination charges. Please note that the network provider may charge you for the line rental for the period you had the phone and any excessive call/texts and data used. Please refer to your network provider’s terms and conditions for more information.
Please let us know if you wish to return an item and cancel your contract within the cooling off period by contacting us on 0844 8910006.
Please refer to “What Else Do I Need to Know” regarding cancellation of your network services contract. Please be aware that if you do not also cancel your services contract within the applicable cooling off period for the network services the network will hold you liable for the monthly line rental for the term of the contract and any other usage charges.
If you do not contact us within the cooling off period your purchase of the goods cannot subsequently be cancelled. This does not affect your statutory rights under other legislation, including the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982.
You are required to take reasonable care of items. Please return the item in its original and packaging with all its components (Inc SIM).
When you contact us we will make arrangements for you to return the handset free of charge. You must ensure safe return within 14 days of the date on which you received the item(s). Tesco will hold no responsibility for the return of an item(s).
If you fail to return the item(s) to us within 14 days we reserve the right to make a charge in respect of recovering (or attempting to recover) the item(s). We also reserve the right to claim against you for breach of your statutory duty to return the item(s).
If you would like a different handset you must notify us that you wish to cancel your order within the cooling off period set out in this section 8.1 and you must take out an entirely new contract for the replacement handset and a new network service contract. The terms and conditions, minimum contract term and monthly line rental and call charges for the handset will vary depending on the new handset and network provider you have chosen. A further credit check will also be required.
8.2 Faulty Items
Some, but not all, items are sold with 12 month warranties. Please refer to the Tesco Phone Shop Pay Monthly website for information regarding the warranty. If you have any problems with you purchase we can offer help and assistance. Please contact the Mobile Phone Helpline on 0845 300 6660.
If we arrange for an item to be repaired, please also send a copy of the invoice which accompanied delivery. Failure to show that you have purchased the item from us may result in the repair becoming chargeable. (If a repair is chargeable, we will tell you in advance.)
Repair turnaround time is dependant on the relevant manufacturer's current workload. We will not accept any claims for loss you suffer during this time.
If a fault is caused by accident, misuse or negligence, or it occurs outside the warranty period, it will not be covered by the manufacturer's warranty. Service estimates for an item not covered by the manufacturer's warranty will be chargeable. An estimate will be emailed (or sent to you by post if we do not have an email address for you) and confirmation of acceptance is required with 10 days. Where such acceptance is not received, the item will be returned not repaired and a charge may be payable.
All warranty repairs will be returned to you at the cost of Tesco.
If you would like further information about your legal rights please contact your local Trading Standards Department or Citizens Advice Bureau.