Buying online

Your agreement with us

By ordering from us, you agree you've read and accepted these terms, which comprise the following:

• The buying online terms
  • If you're purchasing a Pay monthly product and/or service, the Pay monthly airtime conditions (Pay Monthly airtime agreement and charges guide (from 6 August 2017) [PDF: 927KB])
  • If you're purchasing a Pay as you go product and/or service, the Pay as you go airtime conditions (Pay as you go airtime agreement and Charges guide (from 11 June 2017) [PDF: 271KB])
  • If you're purchasing as a business customer the General Terms (for business customers from 31 August 2016) [PDF: 109KB]
• The terms relating to use of this site

Some products or services may be subject to additional terms or provided by third parties. We recommend you read such terms before proceeding with your order.

Your status

If you're an individual who's placing an order, you must be 18 years or older and resident in the UK, or incorporated as a business in the UK, to purchase any products or services from us.

Your order

When you order products and services from this site, we treat this as an offer from you to purchase such products and services. We may refuse to accept such orders for any number of reasons - such as a failure to meet credit check criteria, unavailability of products or services, product or pricing errors.

On receipt of your order we'll send you an email describing the products and services you've ordered. These communications confirm we've received your order, but don't represent any acceptance of your offer to purchase products or services from us. We're not legally obliged to provide the products and services to you during the offer process (before the contract is completed). The contract between you and us will only be completed when we dispatch the products to you. Any products or services on the same order which haven't been dispatched to you don't form part of that contract. For products purchased online and delivered to store, the point of dispatch will be when you collect your device from the retail store.

We only accept a maximum of three Pay as you go products in orders placed by you within 90 days. Our Pay monthly products and services are subject to a credit check. Please read our credit check notice for more information on what we do.

Price and payment

Despite our efforts, sometimes information, discounts, promotions, e-vouchers and prices on this site may be incorrect. However, we do try to check these as part of our order processing - and if we spot an error we’ll contact you.

Prices are inclusive of VAT unless we state otherwise. Payment will be debited from your card at the point of dispatch of the products or provision of the service to you. If we’re unable to supply the products or services to you, we’ll notify you and refund the relevant amounts if debited from your card.

If you’re ordering a Pay monthly product and/or service, and your order includes upfront costs, you’ll need to pay for these using your debit or credit card. If we’re unable to take payment from your card, to avoid delaying your order we’ll add any upfront costs to your first bill. You can, however, pay for up-front costs with your card by registering for ‘My Account’ once you’ve received your order.

If you order a Pay as you go product and/or service and we’re unable to take payment from your debit or credit card, we’ll need to cancel your order. If your order is cancelled you can re-order at any time.

Discounts and e-vouchers may be subject to additional conditions, are not transferable and only valid for the products and services to which they relate.

Availability and delivery

We try to provide you with availability information for products and services on this site. Beyond what we say on such pages, we can't be more specific about availability and delivery dates.

elivery dates are estimates only, unless you have selected delivery premium delivery service in which case we guarantee the delivery date and time that you have selected. As we process your order we'll inform you if any products or services on your order turn out to be unavailable or delayed for any reason.

How will my order be delivered?

It can be delivered to you in a variety of ways – but please choose carefully, as we can’t change the method after you decide. Please check our Orders and delivery FAQs for more information about your delivery options.

If you have ordered a Pay monthly SIM Only, Pay as you go device or any other product costing less than £60, your order will be delivered by Royal Mail standard delivery at no additional cost.

If you have ordered a Pay monthly device, Pay as you go device, Business device or any other product costing £60 or more, your order will be delivered by DPD and you can choose between standard delivery (no additional cost) and premium delivery (from £3.99).

Standard delivery:

• order before 4pm on weekdays and your order will be delivered by DPD the next working day
• order before 4pm on a Saturday, Sunday or a bank holiday and your order will be delivered by DPD two working days later
• during holiday and other busy periods deliveries may take a little longer
• a signature will be required on delivery

Premium delivery:

• order before 4pm on weekdays and your order will be delivered by DPD the next working day in you selected morning or afternoon slot
• order before 4pm on a Saturday, Sunday or a bank holiday and your order will be delivered by DPD two working days later in you selected morning or afternoon slot
• during holiday and other busy periods deliveries may take a little longer
• a signature will be required on delivery

The following postcodes are not eligible for the premium delivery service:

Right to cancel and return products

If you're a personal customer, you have the right to cancel your online order no later than 30 calendar days after the day you receive your products or services. This applies to all products, except digital items and software such as music and games which have been unsealed, downloaded or used.

To cancel your order within this period and to arrange the return of products, please call customer services or contact us.

If you decide to cancel your order, please note the following:

• You'll be responsible for the cost of returning the products (including any additional items sent with your product, such as chargers and headsets) to us unless:
  1. we provide you with a free-to-return envelope
  2. we've delivered them to you in error
  3. the product was damaged or defective at the date of delivery to you
• You'll need to take reasonable care of the products until they're returned or collected by us. We recommend you pack the products securely and use a recorded-delivery service to return any high value products to us;
• We have the right to charge you for any direct costs incurred in collecting the products and missing items, and we may deduct these from any sums owed to you;
• We'll refund the original purchase price (less any discounts we applied at the time of your purchase) for the products or service you're cancelling, together with the delivery charge to you (unless the delivery charge was a priority or express delivery cost) as soon as reasonably possible, and in any case within 30 days of receiving your cancellation request;
• You'll still be responsible for paying for any services such as line rental, call charges and data used up to the date of cancellation;
• Products received as part of an e-voucher or promotion on the order you're cancelling need to be returned in addition to any other products. Please see our faulty returns policy if you're experiencing any problems with the products or service you've purchased from us.

Your personal information

You should only provide us with information that's accurate and complete where we ask you to provide such information. Please read our privacy policy for information on why and how we use your personal information, and details on your rights in relation to such information.

Our liability to you

We're legally responsible to you if our negligence causes death or personal injury, but we're not responsible to you for any:

• Business loss, lost business or missed opportunities
• Loss of profits or income
• Loss of use of the services
• Special losses
• Loss of data
• Loss arising from delay or failure to deliver products or services
• Loss or damage that's not directly caused by us, or which we couldn't reasonably expect at the time we entered into the agreement with you or because of something outside of our reasonable control

General

If you’re a consumer, the terms of this agreement won’t affect any legal rights you may have under any law, and which we can’t exclude. We’ll send you notices by email, post, text, voicemail or other form of electronic message. Please tell us about any changes to your contact details so we can contact you in relation to your order or use of our services. We may update these terms from time to time, so please check the then-current version before you place your order.

These terms are governed by the laws of England and Wales, and you (and we) agree to submit to the non-exclusive jurisdiction of the courts in England and Wales.

Watch our Welcome video to see the important bits of your new agreement with Vodafone – so you can start enjoying your phone straight away.

Our details

Vodafone Limited, Vodafone House, The Connection, Newbury, Berkshire RG14 2FN. If you have any questions about your order or our services please contact us.

Version: August 2017