How to return an item

Changed your mind, found a fault?

Whatever the reason you want to return something, we're committed to making it as simple as possible.

What you can return

After you've received your item, we give you 14 days to decide if you want to keep it.

The only items our returns policy doesn't apply to are:

Digital items and software such as music and games which have been unsealed, downloaded or used
Items or services ordered from another company (like Carphone Warehouse). You'll need to check their returns policy
Products or services provided by another company and charged to your Vodafone bill. The supplier's terms will apply here, and you'll need to go back to them to cancel

If you've bought Spotify Premium or Sky Sports Mobile TV as a standalone monthly subscription charged to your Vodafone bill, you can cancel it at any time

What would you like to return?

Mobile phone

Tablet

Dongle or Mobile Wi-Fi device

SIM only

Accessory

V by Vodafone connected device

Business returns

More than nine connections

Get in touch with your account manager if you have an item you want to return.

One to nine connections

After you've received your item, we give you 14 days to decide if you want to keep it.

The only items our returns policy doesn't apply to are:

Digital items and software such as music and games which have been unsealed, downloaded or used
Items or services ordered from another company (like Carphone Warehouse). You'll need to check their returns policy
Products or services provided by another company and charged to your Vodafone bill. The supplier's terms will apply here, and you'll need to go back to them to cancel

If you've bought Spotify Premium or Sky Sports Mobile TV as a standalone monthly subscription charged to your Vodafone bill, you can cancel it at any time

What sort of return are you making?

We know you’ll want to try out your new device, but remember you’ll need to cover your Pay monthly plan charges or any out-of-plan charges you may incur until we receive the product you’re returning. So if you’re not sure it’s right for you, keep an eye on your usage
Make sure the product you’re returning is in its original packaging, undamaged, and is complete with all of its original accessories
Any free or discounted promotional products you received must also be included
Your device must be ‘as new’ when returned, so it’s ready for resale
Make sure that any security features you enabled when trying it out have been disabled. These include:
- Apple’s Find My iPhone/iPad
- Android’s Google Device Protection.

To keep everyone safe during the COVID-19 (Coronavirus) outbreak, our stores are currently closed.

Instead, please call us free on 191 from your Pay monthly Vodafone mobile, or on 03333 040 191 from any other UK landline or mobile (standard charges apply) to let us know you’d like to return your device.

We’re dealing with an extremely high volume of calls right now, so you might have to wait longer than usual. Thanks for bearing with us.

You can also arrange to cancel a service by completing and sending in the cancellation form [PDF: 165KB]

Please follow the instructions carefully as the cost of any missing or damaged items will be deducted from any refund you might be due.

We know you’ll want to try out your new device, but remember you’ll need to cover your Pay monthly plan charges or any out-of-plan charges you may incur until we receive the product you’re returning. So if you’re not sure it’s right for you, keep an eye on your usage
Make sure the product you’re returning is in its original packaging, undamaged, and is complete with all of its original accessories. Any free or discounted promotional products you received must also be included
Your device must be ‘as new’, which means it’s in a fit condition for resale. Make sure that any security features you enabled when trying it out have been disabled. These include:
- Apple’s Find My iPhone/iPad
- Android’s Google Device Protection
Call us free on 191 from your Pay monthly Vodafone mobile, or on 03333 040 191 from any other UK landline or mobile (standard charges apply) to let us know you’d like to return your device

You can also arrange to cancel a service by filling in, printing and returning our cancellation form [PDF: 165KB]

We’ll discuss returns options with you and can send you a returns pack so you can post your device back to us. Full instructions are included in the pack. Please make sure that the device is well-protected inside the returns pack, as you remain responsible for its condition until we receive it.

To cancel your SIM only contract, just let us know you want to make a cancellation within 14 days of receiving your new SIM or starting your new contract
Call us on 191 free from your Vodafone mobile, or 03333 040 191 from any other UK landline or mobile (standard charges apply).
You can also arrange to cancel a service by filling in, printing and returning our cancellation form [PDF: 165KB]

If a product develops a fault within 14 days of purchase, 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.

From day 15, we’ll need to check and test the product for you – please get in touch so we can do this for you, by calling the following numbers. If this confirms a fault we’ll repair the product, and if it’s covered by the manufacturer’s warranty there won’t be a charge.

Please call us on 03333 040 191 (standard call charges apply) to arrange a return.

If you want to return an accessory, call our dedicated team on 03333 048 069 (standard call charges apply).

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.

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