Sending stuff back

We think you’ll be thrilled with your phone, but if for any reason you’ve changed your mind, you can return it to us for a full refund within 14 days of delivery. Please note that the phone must be in exactly the condition you received it, and therefore able to pass our rigorous inspection before a return and refund is approved.

Brand new phones must be returned unused and with the security seals still sealed for a full refund — otherwise a partial reduction will apply.

If you’re sending a phone to us, please make sure it’s packaged securely and a suitable postal / carrier service is used, including tracking and insurance cover if required. Whichever service you use, you must obtain a valid receipt and proof of posting in case you need to submit a claim with the postal / carrier service.

Your policy covers accidental damage, as well as theft and breakdown, and you should contact our insurance partner (WCS) to make a claim. Details of how to do this will have been provided in your insurance policy documents, and is subject to the terms and conditions within those documents.

If it has developed a genuine parts or system fault (that is, not due to misuse or damage) and it’s within 12 months of delivery, you’re fully protected by our 12-month parts and labour warranty. See below for how to organise a return.

Please contact our Customer Service team to describe the issue. If needed, we’ll arrange an authorised return and send you an email with instructions on how to return the device and what happens next.

You’ll need to pay for sufficient returns postage for all returns. This will be refunded back to you if we agree that you have a valid warranty claim due to a technical failure.