Terms and conditions

Our returns policies (from December 2015 to March 2016)

How do I return a product if I’ve changed my mind?

If you're a business customer, contact your Business Customer Services team.

For everyone else:

If you bought online or by phone
If you bought a phone, device or accessory from our website or over the phone and you're not happy, send it back for a full refund.

You have the right to cancel your order and return your product 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, downloaded or used. You can't take products bought online back to one of our stores – you’ll need to call:

  • 03333 040 191 for Pay monthly or Pay as you go phones (standard call charges apply)
  • 03333 048 069 for any accessories (standard call charges apply)

We'll send you a pre-paid envelope, which will arrive in 2 to 5 days. This won't affect your 14-day return period as you've already let us know.

Put everything that came with your order into the envelope, pack and seal it carefully, and take it to a Post Office. Once it's arrived with us we'll give you a refund and, if necessary, close any accounts.

If you bought in-store
If you bought from one of our stores, you can take it back to that store for a refund within 14 calendar days from when you took the product home.

If you bought in-store and your order was out of stock or a pre-order – or if you arranged for it to be delivered to your home – then you'll need to call:

  • 03333 040 191 for Pay monthly and Pays as you go phones (standard call charges apply)
  • 03333 048 069 for any accessories (standard call charges apply)

If you bought anywhere else
If you bought one of our products from another company (like Carphone Warehouse), you’ll have to go back to them to find out what to do.

How do I return a faulty product?

If a product develops a fault within 14 days after you bought it, we’ll simply exchange it for a brand new one under our returns policy, or you can return the product and get a full refund.

If a fault occurs between15 and 30 days after purchase, get in touch as we’ll need to check and test the product for you. If this confirms a fault, we’ll contact you to discuss your options – you can have it repaired, replaced or simply return it.

After day 31, we’ll repair the product for you. If it’s covered by the manufacturer’s warranty, you won’t be charged for this.

Please note that damage to a product isn’t covered by the manufacturer’s warranty. If it’s damaged rather than faulty, we’ll let you know how much the repair will cost.

If you bought it by phone or online
Just call us to arrange a return:

  • 03333 040 191 for Pay monthly or Pay as you go phones (standard call charges apply)
  • 03333 048 069 for any accessories (standard call charges apply)

If you bought it in-store
Pop into your nearest Vodafone store with your product and proof of purchase, where our retail advisers will be able to help you.

Our returns policy won’t affect any of your legal rights, which we cannot exclude. For more information on your rights, contact your local Trading Standards department or Citizens Advice Bureau.

Version: December 2015