Our promise:
We offer all our Pay monthly customers 14 days peace of mind. If you wish to return your handset within the 14 day cooling off period or for help and support with your device at any time, please contact our UK based specialist handset support team on 0845 300 6660 and select option 1. They will be able to advise you of your options and provide guidance and support.
If you are a Pay as you go customer and you change your mind or the phone is faulty, please return the phone within 28 days with your receipt, the original packaging and all the accessories as sold, and we will happily refund or replace the item.
If your phone develops a fault then please call the mobile phone helpline on 0845 300 6660 for advice.
This does not affect your statutory rights.
Manufacturer's warranty:
If your phone develops a fault
Your phone may be subject to a manufacturer's warranty. Please call the mobile phone helpline on 0845 300 6660 for advice - in our experience many problems can be solved quickly over the phone.
What if my phone needs to be repaired?
We'll try to repair and return your phone within 10 working days of us receiving the faulty handset.
How much will it cost?
If your mobile phone is still within the warranty period, and the handset has not been damaged through misuse, we'll repair it free of charge.
This does not affect your statutory rights.
Mobile phone helpline:
If you have a problem with your mobile phone please call our mobile phone helpline on 0845 300 6660 and the lines are open:
Monday - Friday: 8am - 10pm and,
Saturday and Sunday: 8am - 8pm.
(Calls are charged at a local rate and may be recorded)
Please have your receipt, brand and model number to hand when calling.
If you return your phone within 28 days we will process a refund or an exchange provided the phone is returned 'as sold'. The phone should be returned undamaged and with the box it came in, along with the battery, mains charger and user guide/handbook.
If you return your phone outside our 28 day return policy but within 12 months of purchase we will not refund or exchange the phone, however if the phone has a fault we will arrange a repair free of charge (except in situations where damage has been caused by the customer). If the phone is found to be out warranty (typically dropped or water damaged) a chargeable repair will be offered.
If you return your phone after 12 months of purchase and it is faulty the repair will be chargeable.