Our returns policy – faults and cancellations at Vodafone

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Return an item

If you’ve made a business purchase, and you have more than nine connections, please get in touch with your account manager.

For all other customers:

if you change your mind, you have 14 days from the day you receive it
if your device is faulty, you have 30 days from the day you receive it

What can’t I return?

Digital items and software such as music and games that have been used or downloaded
Items or services ordered from another company (for example, Carphone Warehouse) - return these to where you bought them from
Services or products that are paid for with Charge to Bill - talk to the supplier to cancel these

I changed my mind My item is faulty

How to return an item

You have 14 days to return an item if you change your mind.

Please bring any returns into your local store

You can also make a return by getting in touch through our webchat or by calling us on 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile.

I need to return a Vodafone Smart Device

Broadband router return - If you have a Home Broadband router that needs returning to us, please get in touch by calling 08080 034 515, free from all UK landlines and mobiles or 191 from a Vodafone mobile.

Accessory return - If you have purchased your product from the store, by calling our call centres or using our webchat then please bring the returns into your local store. You can also make a return by getting in touch through our webchat or calling us on 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile.

If you have purchased the product from our official accessories partner’s website www.getgofone.co.uk then please use the web form on their website to return the accessories.

We will accept the return as long as your accessory is unused, in its original state, and in the original retail packaging. Any goods returned opened, damaged or tampered with – or not in the original retail packaging – might mean you have to pay a fee.

What condition does my device need to be in?

It must still be ‘as new’, which means it’s in a good enough condition to resell it
Disable any security features you’ve set up. For example, ‘Find my iPhone/iPad’ or ‘Google Device Protection’
If you set up an eSIM, remove the profile from the device

How much will it cost?

Occasionally, you’ll need to cover the cost of return postage. If so, we’ll let you know when you contact us
You’ll need to pay any Pay monthly plan charges, and we don’t refund out-of-plan charges – so keep an eye on your spending if you’re thinking of returning the device

What happens next?

We’ll let you know your options and send you a returns pack
Return your product in its original packaging, complete with all its original accessories and any free or discounted products you received with it
Please pack carefully - if the item is damaged we may need to reduce your refund or make a charge.
We aim to refund you within 14 days of receiving your return

You can also cancel your service by printing and returning the cancellation form

How to return a faulty item

You have 30 days to return your item and get a refund or exchange if an item has a manufacturing fault. (For accessories, you have 12 months from the date of purchase to get the item fixed or replaced if an item has manufacturing fault and is covered by manufacturer’s warranty.)

Please follow your local guidance on COVID-19 restrictions - bring any returns into your local store, get in touch by webchat or call us on 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile.

I need to return a Vodafone Smart Device

Accessory return - If you have purchased your product from the store, by calling our call centres or using our webchat then please bring the returns into your local store. You can also make a return by getting in touch through our webchat or calling us on 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile.

If you have purchased the product from our official accessories partner’s website www.getgofone.co.uk then please use the web form on their website to exchange or return the accessories.

Within 30 days of receiving it

If your device develops a fault in the first 30 days, we’ll exchange it for a new one or give you a full refund.

We’ll let you know your options and send you a returns pack.

More than 30 days after receiving it

If it’s been more than 30 day since we delivered your device, you can’t return or cancel it – we can only fix it if it’s faulty. To verify this, we’ll need to check and test the product for you.

We’ll repair the product if we find a fault, and if it’s covered by the manufacturer’s warranty, there won’t be a charge. For accessories, we will replace the product if the item has a manufacturing fault, is covered by manufacturer’s warranty and can’t be fixed.

If the item is damaged, it’s not covered by the manufacturer’s warranty. We’ll let you know how much this will cost. Find out how we charge for damaged items