Vodafone Broadband and Home Phone delivery and returns policy

Vodafone Broadband and Home Phone delivery and returns policy

Dated October 2015

Read our FAQs to find out everything you need to know about our delivery and returns policy for our Vodafone Broadband Home Phone and Broadband packages. An up to date copy of this Vodafone Broadband Delivery and Returns Policy can be found at www.vodafone.co.uk/broadband.

Order and Delivery:

How will my order be delivered?

We can deliver your order to your billing address, broadband installation address or to a Vodafone store in the UK and Northern Ireland. We can’t change any details once you’ve placed your order.

Someone will need to be in to sign for it. Otherwise, it'll go back to your local courier depot, DPD or Royal Mail depot, and the driver will leave a card with details of how to collect it or rearrange delivery.

What happens if the Vodafone Broadband and Home Phone equipment we delivered is faulty?

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

  • you bought it from us;
  • you bought it within a reasonable timescale; and 
  • it has a genuine fault.

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

If your equipment is faulty please contact us at 08080 034 515. Calls are free from landlines and Vodafone mobiles, and charged at your operator’s standard rate from other mobiles. We will provide you with a replacement Vodafone Broadband Router and a returns bag for you to send the faulty equipment back to us.  Please note that your replacement Vodafone Broadband Router may be a fully refurbished router. If you fail to return the faulty equipment to us we may apply charge to you.

Returns:

This Vodafone Broadband and Home Phone Delivery and Returns Policy relates to cancellation of your Vodafone Broadband and Home Phone Services and any Vodafone Broadband Router you may receive to access these Vodafone Broadband and Home Phone Services.

What do I do if I’ve changed my mind and want to cancel my order?

You have the right to cancel your order and return any equipment (such as the Vodafone Broadband Router) we’ve supplied to you. You can cancel at any point from when you place your order up to no later than 30 days from the day your Vodafone Broadband and Home Phone Services were activated by us (“cooling off period”).

Unfortunately you can’t take any equipment, such as the Vodafone Broadband Router, back to one of our stores. Instead, please get in touch on 08080 034 515 to arrange collection. Calls are free from landlines and Vodafone mobiles, and charged at your operator’s standard rate from other mobiles. 

If you change your mind outside the cooling off period you’ll need to notify us in accordance with clause 12 (Ending this Agreement) of the Vodafone Broadband and Home Phone Terms available on our Website at www.vodafone.co.uk/broadband and you may have to pay early termination charges.

How do I contact you to cancel my order?

If you want to cancel your order by phone please get in touch on 08080 034 515. Calls are free from landlines and Vodafone mobiles, and charged at your operator’s standard rate from other mobiles.

We'll need your name, account number, address, telephone number and other personal information. Please have this information to hand.

Alternatively you can write to us, or you can complete our returns form at [www.vodafone.co.uk/broadband] , which you can print out and send to us at the address provided on the form.

What happens once I’ve told you that I want to cancel my order?

We will send you a pre-paid envelope, which will arrive in 2-5 days (this wait won’t affect your 30-day return period, as you've already let us know).

Put everything that came with your order into the envelope and post it to us.

We’ll then complete your cancellation request and close your accounts.

Please note, failure to return any equipment to us may result in you incurring charges to your account.

What will I pay for if I cancel?

If you cancel your order before the end of the cooling off period and we’ve started to provide you with the Vodafone Broadband and Home Phone Services, you’ll need to pay for:

  • any line rental (including any 'bolt-on' and/or 'add-on' services); and
  • any use of services not covered by the line rental (international calls or premium rate calls, for example), for the period up to the date you notified us of your cancellation.

Please note that we will credit you any line rental charges (including any phone features, added packages, 'bolt-on' and/or 'add-on' services) that you may have incurred from the date you have notified us that you want to cancel up to the date we received the Vodafone Broadband Router.

You’ll also need to pay for any activation, installation, Broadbandion or other service and maintenance fees you agreed to in order to obtain the Vodafone Broadband and Home Phone Services. These fees will have been provided to you in the guide that came with your Service Confirmation Letter.

We’ll also only refund the standard postage costs, if applicable, that you paid for delivery of the products (for example, the Vodafone Broadband Router).

You'll need to return the Vodafone Broadband Router in good condition, subject to fair wear and tear. If you return the Vodafone Broadband Router with missing parts, damaged or in poor condition, we may charge you a reasonable fee or reduce the amount of refund we pay to you.

It is your responsibility to ensure that you do not use the Vodafone Broadband and Home Phone Services once you notify us that you have cancelled your order. If you continue to use the Vodafone Broadband Services once you have notified us, you may still be charged.

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