Terms and conditions

Our returns policies (from October 2013 to December 2015)

How do I return an item 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 items bought online back to one of our stores - you need to:

  • Pay monthly customers - call 0333 3040 191
  • Pay as you go customers - call 0333 3048 069
  • For accessories - call 0333 3048 069

We'll send you a pre-paid envelope, which will arrive in 2-5 days (this wait 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:

  • Pay monthly customers - call 0333 3040 191
  • Pay as you go customers - call 0333 3048 069
  • For accessories - call 0333 3048 069

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?


We’ll help you sort out any faulty product as long as:

  • You bought it from us
  • It has a genuine fault

If the fault’s covered by a manufacturer's warranty, fixing it will be free.

If you bought it by phone or online
In the first 14 calendar days after you bought it, you’ll need to get in touch to arrange a return:

  • Pay monthly customers - call 0333 3040 191
  • Pay as you go customers - call 0333 3048 069
  • For accessories - call 0333 3048 069

If it’s more than 14 calendar days after you bought it, you can call us using one of those numbers or take it back to your nearest Vodafone store.

If you bought it in-store
Take it back to your nearest Vodafone store.

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: October 2013