Returns policies

Returns policy

If you’ve ordered or bought a Vodafone Pay as you go device, a bundled pay monthly device and plan, a Vodafone pay monthly or pay as you go Airtime Plan, a SIMO plan, a Device Plan, and/or a Vodafone Broadband and Home Phone Service (together, the “Services”), or an accessory, this policy tells you:

• How you’ll receive any mobile device, broadband router, accessories or similar equipment (the “Equipment”) so you can use our Services;
• About our 14-day returns policy;
• How to return the Equipment or cancel a plan;
• What to do if you've damaged the Equipment, or forgotten to disable a security feature; and
• How to let us know if your device is faulty.

1. Our 14-day returns policy
   
   Our returns policy gives you 14 days to change your mind, whatever the reason and you can cancel or return your order within 14 days from when you receive the order. Charges may apply for use of the Services until you cancel your order.  
   
   

   Our 14-day returns policy doesn't apply to:
   
   

   - Business customers. Please speak to your account manager or Prime Contact for details;

   - Digital products and unsealed software, such as music and games which have been unsealed, downloaded or used (unless the products are faulty, see Faulty products - What do I do if my Equipment or Service is faulty? section below);
   

   - Equipment ordered from another company (like Argos, Carphone Warehouse or our accessories partner get go fone) - you'll have to go back to them to find out what to do; and

   - Installation services (or similar services) that have been provided prior to your cancellation of the order.
   

2. How do I cancel my order?
   
   To make a claim under our 14-day returns policy, you’ll need to tell us that you want to cancel your Service(s). To do this:
   
   

   - For mobile Equipment (excluding accessories) and Services returns, simply contact us on 03333 040 191 to confirm your cancellation. Standard call charges apply. Alternatively you can write to us at: Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN or complete our cancellation form, print it out and send it to us at the address provided on the form.

   - For broadband returns, please get in touch on 08080 034 515 (free from all UK landlines and mobiles). We’ll need your account information to process your return. Please have this to hand.

   - Accessories returns – Vodafone: If you have purchased your product from one of our stores or by calling our call centres then please bring the return into your local store. You can also make a return by calling us on 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile. Standard call charges apply. Alternatively you can complete our cancellation form, print it out and send it to us at the address provided on the form. We’ll need your name, order number, address and telephone number to process your return.

   - Accessories returns – get go fone: If you purchased your mobile accessory from our accessories partner get go fone, please visit their website and contact the customer service team here: https://getgofone.co.uk/contact-getgofone/. Purchases made via get go fone cannot be returned via Vodafone.

3. How do I return the Equipment within 14 days? What if I’ve damaged it?
   
   
   You’ll need to return any Equipment (such as your mobile device, Vodafone Broadband router or accessories) we’ve supplied you. Just pop into your nearest Vodafone store with your Equipment and proof of purchase, and our retail advisers will be able to help you. Unfortunately, you can’t take a broadband router (or other home broadband equipment) back to any of our stores. Alternatively, we’ll send you a pre-paid envelope which will arrive in 2-5 days after you have contacted us. You must put all the Equipment that came with your order into the pre-paid envelope and send it back to us, making sure that all items are protected and boxed securely. 
    
   Please note, if you choose to return your Equipment via post, an £8.50 administration fee will be charged to your account (this administration fee does not apply to broadband Equipment returns via post). There's no charge if you return your order at your nearest Vodafone store. Once we've received and processed your return, we’ll then complete your cancellation request and close your account for the Service(s) you’ve cancelled.
    
   All Equipment must be in a like-new condition (this includes where applicable, the mobile device, charger, headphones, battery, instructions, and other products that came with your order). You must also return any other free or promotional products that you received with your order (for example, free headphones, phone cases, etc.) if you cancel within the first 14 days. We’ll accept fair wear and tear.
    

   Like-new condition means:
   
   

   - The Equipment must be fully functional;

   - There must be no damage such as cracks, chips or visible signs of wear and tear that isn’t reasonable for the age of the Equipment;
   

   Check that your item is undamaged (i.e. there are no cracks, chips or visible signs of wear and tear) and in its original packaging (if you have it). If you return a damaged item to us, you will be charged up to 80% of its value or, if higher, the value specified in the relevant charges guide or price guide (if applicable). This charge may be added to your next monthly bill with us (if applicable) or we may issue a one-off bill for the charge. If you purchased an item outright, or via a Device Plan, such charge will need to be paid via a one-off payment to us.
    
   In the event that you wish to exchange a device for a lower value device, we will refund the difference in costs to you via the same account you used when the current device was purchased. If the exchange results in a higher value device being purchased, the difference in such cost will need to be paid by you via a one-off payment to us.
    
   We may not accept the return of Equipment due to health protection or hygiene reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items.
    
   Find out more about how we assess and charge for damaged or locked mobile devices.
    
4. How do I disable a product’s security feature before I return it?
   
   
   You must remove any security and other protective features (such as Find my iPhone) that prevent us from accessing the Equipment.
    
   If an Apple mobile device is running iOS 7 or later, we won’t be able to give you a refund unless you’ve deactivated the ‘Find my iPhone’ feature. To find out how to do this, visit the Apple website.
    
   If you return a device with the ‘Find my iPhone’ feature (or an equivalent feature) activated, you will be charged and invoiced for the full amount of the device.
    
   Find out more about how we assess and charge for damaged or locked Equipment.
    
5. What do I have to pay if I cancel within the 14-day returns period?
   
   If you cancel your order before the end of the 14-day returns period and we’ve started to provide you with any of the Services, you may lose any offers or discounts that may have been applied to other services you’ve decided to keep.
   
   

   In addition, you’ll need to pay for:
   
   

   - Any line rental (including extras and/or add-on Services) on a pro rata basis; and

   - Any use of the Services not covered by the line rental (international calls, roaming, premium rate calls, for example), for the period up to the date your Service(s) is/are disconnected. If you need to return a device, disconnection will occur after it has been received by Vodafone. More information, including how to calculate your early termination fee, is provided in the charges guide or price guide for each Service. You’ll also need to pay for any one-off upfront costs in respect of any activation, installation or other Service and maintenance fees you’ve agreed to, in order to obtain any of the Services. These charges will have been provided to you in your order form, charges guide or price guide.

   If the Equipment was delivered to you, we’ll also refund the standard postage costs, if applicable, that you paid for delivery of the Equipment.
    
6. What do I have to pay if I cancel after the 14-day returns period?
   
   If you change your mind after the 14-day returns period, you’ll need to give us 14 days’ notice and pay an early termination fee. More information, including how to calculate your early termination fee, is provided in the charges guide or price guide for each Service.
    
7. Faulty products
   
   
   What do I do if my Equipment or Service is faulty?
   If a fault occurs in the first 30 days after purchase, please get in touch as we’ll need to check and test the Equipment for you. If this confirms a fault, we’ll contact you to discuss your options – depending on the Equipment, you can have it repaired, replaced or simply return it. If you have an issue with your broadband router, we’ll replace it.
    
   After 30 days, we’ll try and repair the Equipment for you. We’ll let you know about any charges beforehand. If it’s covered by the manufacturer’s warranty, you won’t be charged for this. If we take your Equipment away for a repair, you may be able to borrow another similar item while you wait for yours to be repaired. We’ll let you know if this is the case.
    
   Please note that damage to Equipment isn’t covered by the manufacturer’s warranty. If it’s damaged rather than faulty, we’ll let you know how much the repair or replacement will cost.
    
8. Your rights
   
   
   Our returns policy won’t affect any of your legal rights that we can’t exclude. For more information on your rights, contact your local Trading Standards department or Citizens Advice Bureau
   
   Updated: July 2021