TESCO Phone Shop

TESCO Phone Shop
Telephone Number

Product Terms & Conditions

  • Pay Monthly Product Terms & Conditions

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    • Please read these Product Terms and Conditions carefully as they affect your rights and liabilities under the law and set out the terms under which Tesco Phone Shop – Pay Monthly and Tesco Phone Shop Telesales Team makes the products available to you via the www.tescophoneshop.com/paymonthly website or via our call centre.

      All purchases are also subject to the terms and conditions of the applicable network provider. Please see Network Terms and Conditions for these.

  • Prices and product information
    • The prices payable for the items that you order are clearly set out on the Tesco Phone Shop – Pay Monthly Site or provided by the Telesales advisor at point of sale.

      Every effort is made to ensure that prices shown on the Tesco Phone Shop – Pay Monthly Site and provided by the Tesco Phone Shop Telesales Team are correct. If, by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item concerned. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price.

      All prices are expressed inclusive of any VAT payable unless otherwise stated.

      The price of the items does not include the delivery charge which will be charged at the rates applicable at the date you place your order and which will be displayed in the 'Help' section of the Tesco Phone Shop – Pay Monthly Site or advised to you by the Tesco Phone Shop Telesales Team.

      Product information is included on the Tesco Phone Shop – Pay Monthly Site if there is anything which you do not understand, or if you want information, please contact customer care on 0844 8910006.

  • Bulk buy policy
    • To ensure availability of all our goods, customers are limited to a maximum of one per order.

  • Availability

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    • Only items which are in stock will be shown on the Tesco Phone Shop – Pay Monthly Site or offered for sale through the Tesco Phone Shop Telesales Team. If for any reason beyond our reasonable control, we are unable to supply a particular item we will not be liable to you except to ensure that you are not charged for that item.

  • Acceptance
    • Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually despatch the goods to you, at which point a contract will be made between us. At any point up until then you may cancel your order or we may decline to supply the goods to you. Acceptance of the offer and despatch of Mobile phones is subject to your successful completion of a credit check.

  • Delivery
    • Delivery will be made to the address specified by you on the completed order form.

      We are able to deliver goods to England, Wales, Scotland and Northern Ireland.

      Your order will be delivered by courier which you will have to sign for. See more information on delivery here.

      For orders placed before 4pm Monday to Friday we aim to deliver your order the next day (except for weekends and bank holidays) and in any event we aim to deliver within 2 to 3 working days. Whilst we make every effort to deliver all your goods within the delivery period stated above, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

      As stated above, despatch of all goods is subject to successful completion of a credit check and this may delay despatch and delivery of your order.

      Ownership of the item and the risk of damage to or loss of the item shall pass to you at the time of delivery.

      By placing an order you are authorising us to accept signature from another person on your behalf if you are not present at the time of delivery.

  • Cashback and Gifts

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    • Cashback and Gifts are only available on certain contracts and may be subject to a minimum contract term.

      Cashback/gifts/promotional items that are given away in conjunction with a purchase will be despatched to you separately.

      Cashback/gifts/promotional items will be despatched after the cooling off period (see section 8) has expired and may take up to 28 days for delivery.

      Delivery of Cashback/gifts/promotional items will not be honoured for any orders cancelled within the cooling off period (see section 8).

      If you change your mind and return your item under the returns policy in section 8 below you must also return any free gift/cashback/promotional item received by you as a result of that order.

      1. Your handset and gift will be delivered by courier which you will have to sign for.

      2. Whilst we will make every effort to ensure that the free gift offered is provided to you by the date agreed, all free gifts are offered subject to availability at the time of delivery.

      3. In the event of a gift being unavailable for unforeseen reasons, we reserve the right to substitute your gift for an alternative of equivalent or greater value. In some cases a substitute may not be possible, e.g. Nintendo Wii and in which case the free gift will be provided as soon as we receive new stock.

      4. Free Gift images are for illustration purposes only and colours may vary (e.g. a Sony PSP may be supplied in either black or white).

      5. Free Gifts are limited to two per household per year.

      6. We are able to deliver gifts to England, Wales, Scotland and Northern Ireland only.

      7. While we make every effort to post your gift to you within 28 days and, where possible before Christmas for contracts entered into prior to Christmas, we will not be responsible if we fail to do so due to circumstances beyond our control.

      8. If you are unavailable when the courier tries to deliver your gift, you will need to call them to re-arrange delivery. It is your responsibility to ensure you do not miss the delivery.

  • Cancellation
    • You have the right to cancel your order at any time before we despatch the goods to you (see section 4). Additionally you have rights to cancel your contract within 14 working days after the day you received your goods (see section 8).

      Please Contact Us to do so.

      If the item has been dispatched you can refuse to sign for the delivery so that the goods are returned to us and we will refund the price paid to your card; alternatively if you have taken delivery please follow the procedure under Change of Mind in section 8 below.

  • Returns instructions
    • 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.

  • Payments

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    • You can pay for your item(s) by Mastercard or Visa credit card, Switch or Delta debit card. We do not currently accept Visa Electron or Solo cards.

      Your credit/debit card details will be encrypted to minimise the possibility of unauthorised access or disclosure.

      Authority for payment must be given at the time of order.

      The network provider is responsible for collecting payment for your monthly line rental and call charges under the terms of the applicable network provider.

      Upfront payments

      If you choose a tariff with an upfront handset payment (one-off cost) online, this is applied to your online order when you reach the checkout.

      A pre-authorisation will be applied to the debit or credit card details you have entered at the payment stage. This is to check that the money is available in your account and will be held until the credit check is complete.

      If the credit check is:
      • Successful, the upfront payment amount will be debited from your account.
      • Unsuccessful, the upfront payment amount that was being held will be released back into your account.

      Please note: pre-authorisations may show on your bank account as the difference between available and balance funds. You will be unable to spend the held amount until after the credit check process is complete. If the credit check is unsuccessful, then it can take up to 5 days for the pre-authorisation to be removed dependent on your bank processing times.

  • General
    • Except as expressly set out in these Product Terms, all use of your personal information will be made in accordance with our Privacy Policy.

      We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.

      These Product Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.

  • Customer Services
    • If you have an order query, please Contact Us.

      The Tesco Phone Shop – Pay Monthly Site and Tesco Phone Shop Telesales Team are owned and operated by Tesco Stores Limited, a company registered in England whose registered office is at, Tesco House, Delamare Road, Cheshunt, Hertfordshire, EN8 9SL. Company Registration No. 519500, VAT No. GB220430231.