Return an item
You can return something you bought from us if it doesn’t work properly, or you’ve changed your mind and don’t want it anymore.
Just make sure you send it back to us within the time limit:
Changed your mind – 14 days
Faulty item – 30 days
Accessories – 14 days
We aim to refund you within 14 days of receiving the item.
Business customer? Get in touch with your account manager.
Help with your return
You can return most items, as long as you bought them directly from us.
If you bought the item from a company like Carphone Warehouse, please return it to them.
What you can’t return
Unfortunately, you can’t return:
Digital items and software such as music and games that have been used or downloaded
Anything you use Charge to Bill to pay for – talk to the supplier to cancel these
When you send your phone back to us, we need to check its condition before we can refund or exchange it.
What we check
Accessories and user guides are included
The device switches on
The screen works
Security or protective features have been disabled (such as ‘Find my iPhone’)
The device is not reported as lost or stolen
How we grade your device for damage
Grades you can return or exchange:
Grade A – no visible marks, dents or scratches
Grade B – no more than three light scratches (under one centimetre) on the body of the device
Grade C – no more than three marks, dents or scratches which are easily visible or can be felt with a fingernail
There are more grades below C. If your device is graded as C or below, we might need to charge for the damage caused to the handset.
Grades you can’t return or exchange:
BER – dents, cracks and deep scratches, screen is smashed, parts are missing, there is water damage, security or protective features are enabled, or the device is reported as lost or stolen