Terms and conditions

Buying online - Important information (from December 2015 to March 2016)

Here's what you need to know when you buy anything on our website.

Your agreement with us

By ordering from us, you agree you've read and accepted these terms, which comprise the following:

Some products or services may be subject to additional terms or provided by third parties. We recommend you read such terms before proceeding with your order.

Your status

If you're an individual who's placing an order, you must be 18 years or older and resident in the UK, or incorporated as a business in the UK, to purchase any products or services from us.

Your order

When you order products and services from this site, we treat this as an offer from you to purchase such products and services. We may refuse to accept such orders for any number of reasons - such as a failure to meet credit check criteria, unavailability of products or services, product or pricing errors.

On receipt of your order we'll send you an email describing the products and services you've ordered. These communications confirm we've received your order, but don't represent any acceptance of your offer to purchase products or services from us. We're not legally obliged to provide the products and services to you during the offer process (before the contract is completed). The contract between you and us will only be completed when we dispatch the products to you. Any products or services on the same order which haven't been dispatched to you don't form part of that contract. For products purchased online and delivered to store, the point of dispatch will be when the customer collects their device from the retail store.

We only accept a maximum of three Pay as you go products in orders placed by you within 90 days. Our Pay monthly products and services are subject to a credit check. Please read our credit check notice for more information on what we do.

Price and payment

Despite our efforts, sometimes information, discounts, promotions, e-vouchers and prices on this site may be incorrect. However, we do try to check these as part of our order processing - and if we spot an error we’ll contact you.

Prices are inclusive of VAT unless we state otherwise. Payment will be debited from your card at the point of dispatch of the products or provision of the service to you. If we’re unable to supply the products or services to you, we’ll notify you and refund the relevant amounts if debited from your card.

If you’re ordering a pay monthly product and/or service, and your order includes upfront costs, you’ll need to pay for these using your debit or credit card. If we’re unable to take payment from your card, to avoid delaying your order we’ll add any upfront costs to your first bill. You can, however, pay for up-front costs with your card by registering for ‘My Account’ once you’ve received your order.

If you order a Pay as you go product and/or service and we’re unable to take payment from your debit or credit card, we’ll need to cancel your order. If your order is cancelled you can re-order at any time.

Discounts and e-vouchers may be subject to additional conditions, are not transferable and only valid for the products and services to which they relate.

Availability and delivery

We try to provide you with availability information for products and services on this site. Beyond what we say on such pages, we can't be more specific about availability and delivery dates.

Delivery dates are estimates only, unless you have selected next day delivery in which case we guarantee the delivery date and time. As we process your order we'll inform you if any products or services on your order turn out to be unavailable or delayed for any reason.

If you have selected next day delivery:

  • order before 4pm on weekdays and your order will be delivered the next working day
  • order before 4pm on a Saturday, Sunday or a bank holiday and your order will be eligible for a delivery slot two working days later
  • during holiday and other busy periods deliveries may take a little longer
  • a signature will be required on delivery
The following postcodes are not eligible:

AB25

BT19

BT61

D10

BT93

IV28

KA30

IV8

PH25

ZZ75

AB30

BT2

BT62

D11

IM2

IV3

KA6

IV9

PH26

PH42

AB31

BT20

BT63

D12

IM3

IV30

KW1

IV99

PH3

PH43

AB32

BT21

BT64

D13

IM4

IV31

KW10

JE1

PH30

PH44

AB33

BT22

BT65

D14

IM5

IV32

KW11

JE2

PH31

TR21

AB34

BT23

BT66

D15

IM6

IV36

KW12

JE3

PH32

TR22

AB35

AB39

BT67

D16

IM7

IV4

KW13

PA45

PH33

TR23

AB36

AB41

BT68

D17

IM8

IV40

KW14

PA46

PH34

PH36

AB37

AB42

BT69

D18

IM9

IV41

KW15

PA47

PH35

PH37

AB38

AB43

BT7

D19

IM99

IV42

KW16

PA48

PA65

PH38

AB10

AB44

BT70

D2

IV1

IV43

KW17

PA49

PA66

PH39

AB11

AB45

BT71

D20

IV10

IV44

KW2

PA60

PA67

PH4

AB12

BT32

BT74

D21

IV11

IV45

KW3

PA61

PA68

PH40

AB13

BT33

BT75

DD11

IV12

IV46

KW5

PA62

PA69

PH41

AB14

BT34

BT76

DD7

GY3

IV47

KW6

PA63

PA70

PH49

AB15

BT35

BT77

DD8

GY4

IV48

KW7

PA64

PA71

PH5

AB16

BT38

BT78

DD9

GY5

IV49

KW8

PA73

PA72

PH50

AB21

BT39

BT79

FK17

GY6

IV5

KW9

PA74

PA30

PH6

AB22

BT4

BT8

FK18

GY7

IV51

KY10

PA75

PA31

PH7

AB23

BT40

BT80

FK19

GY8

IV52

KY14

PA76

PA32

PH8

AB24

BT41

BT81

FK20

GY9

IV53

KY15

PA77

PA33

PO30

AB51

BT42

BT82

FK21

HS1

IV54

KY16

PA78

PA34

PO31

AB52

BT43

BT48

G83

HS2

IV55

KY9

PA80

PA35

PO32

AB53

BT44

BT49

GY1

HS3

IV13

ML12

PH10

PA36

PO33

AB54

BT45

BT5

GY2

HS4

IV14

PA20

PH11

PA37

PO34

AB55

BT46

BT51

D22

HS5

IV15

PA21

PH12

PA38

PO35

AB56

BT47

BT52

D23

HS6

IV16

PA22

PH13

PA39

PO36

AB99

BT36

BT53

D24

HS7

IV17

PA23

PH14

PA40

PO37

BT1

BT37

BT54

D3

HS8

IV18

PA24

PH15

PA41

PO38

BT10

BT24

BT55

D4

HS9

IV19

PA25

PH16

PA42

PO39

BT11

BT25

BT56

D5

IM1

IV2

PA26

PH17

PA43

PO40

BT12

BT26

BT57

D6

IV21

IV20

PA27

PH18

PA44

PO41

BT13

BT27

BT58

D7

IV22

JE4

PA28

PH19

TR24

TD10

BT14

BT28

BT6

D8

IV23

JE5

PA29

PH20

TR25

TD11

BT15

BT29

BT60

D9

IV24

KA19

IV56

PH21

ZE1

TD12

BT16

BT3

BT94

DD10

IV25

KA27

IV6

PH22

ZE2

TD13

BT17

BT30

BT99

BT9

IV26

KA28

IV63

PH23

ZE3

TD14

BT18

BT31

D1

BT92

IV27

KA29

IV7

PH24

ZZ71

TD15

Right to cancel and return products

If you're a consumer customer, you have the right to cancel your online order no later than 14 calendar days after the day you receive your products or services, or welcome letter or email - whichever is the later. This applies to all products, except digital items and unsealed software such as music and games which have been unsealed or downloaded or used.

To cancel your order within this period and to arrange the return of products, please call customer services or contact us.

If you decide to cancel your order, please note the following:

  • You'll be responsible for the cost of returning the products (including any additional items sent with your product, such as chargers and headsets) to us unless:
    1. we provide you with a free-to-return envelope
    2. we've delivered them to you in error
    3. the product was damaged or defective at the date of delivery to you
  • You'll need to take reasonable care of the products until they're returned or collected by us. We recommend you pack the products securely and use a recorded-delivery service to return any high value products to us;
  • We have the right to charge you for any direct costs incurred in collecting the products and missing items, and we may deduct these from any sums owed to you;
  • We'll refund the original purchase price (less any discounts we applied at the time of your purchase) for the products or service you're cancelling, together with the delivery charge to you (unless the delivery charge was a priority or express delivery cost) as soon as reasonably possible, and in any case within 30 days of receiving your cancellation request;
  • You'll still be responsible for paying for any services such as line rental, call charges and data used up to the date of cancellation;
  • Products received as part of an e-voucher or promotion on the order you're cancelling need to be returned in addition to any other products. Please see our faulty returns policy if you're experiencing any problems with the products or service you've purchased from us.

Your personal information

You should only provide us with information that's accurate and complete where we ask you to provide such information. Please read our privacy policy for information on why and how we use your personal information, and details on your rights in relation to such information.

Our liability to you

We're legally responsible to you if our negligence causes death or personal injury, but we're not responsible to you for any:

  • Business loss, lost business or missed opportunities
  • Loss of profits or income
  • Loss of use of the services
  • Special losses
  • Loss of data
  • Loss arising from delay or failure to deliver products or services
  • Loss or damage that's not directly caused by us, or which we couldn't reasonably expect at the time we entered into the agreement with you or because of something outside of our reasonable control

General

If you’re a consumer, the terms of this agreement won’t affect any legal rights you may have under any law, and which we can’t exclude. We’ll send you notices by email, post, text, voicemail or other form of electronic message. Please tell us about any changes to your contact details so we can contact you in relation to your order or use of our services. We may update these terms from time to time, so please check the then-current version before you place your order.

These terms are governed by the laws of England and Wales, and you (and we) agree to submit to the non-exclusive jurisdiction of the courts in England and Wales.

Our details

Vodafone Limited, Vodafone House, The Connection, Newbury, Berkshire RG14 2FN. If you have any questions about your order or our services please contact us.