Returns & Exchanges

We want you to be happy with your brand new purchase and know that you didn’t have the opportunity to look at it before you ordered.

So, if you have changed your mind, or if you find your product is faulty when it arrives, we are happy to exchange this (for handsets only) or cancel your agreement and provide a refund. We do have one condition though and that is you must let us know within seven days* from when your order arrives.

Please follow the instructions below which apply to products purchased on our website or by telephone.


If you change your mind we will be happy to change your handset provided:

The following exclusions apply:

How to arrange your exchange


If you change your mind we will be happy to cancel your agreement and provide a refund of any amounts paid in respect of the products provided:

Faulty Goods

I want to exchange it

If the product is faulty we will be happy to exchange it for an identical model. Where an identical product is not available, we may provide you with a product of similar value. See below for how to arrange your exchange

Should your product develop a fault within 28 days of purchase, we are happy to either exchange it, repair it or provide a refund as detailed below. This policy does not apply where the product has developed a fault as a result of your intentional or negligent damage. For faults that have developed after 28 days, you may still be entitled to an exchange, repair or partial refund. Please all our customer service team on 0871 522 3400 who can discuss (Calls cost 10p/min from BT landlines. Other networks may vary). 

You’ll need to describe the fault in detail to our customer service consultant, as our expert returns team screen all faulty returns. If the fault you describe is not found on receipt by us, the original product will be returned to you and no exchange, repair or refund will be provided. 

Neither exchange, repair nor refund will entitle you to cancel your airtime contract and you will remain liable for all line rental, calls and other charges under it. You may therefore prefer an exchange or repair to a refund.

I want to get it repaired

If the product is faulty we will be happy to repair it for you. Full repair terms and conditions apply – please ask in store, visit our site or speak to one of our Repair Advisors on 0871 522 3400 for details (Calls cost 10p/min from BT landlines.Other networks may vary). See below for how to arrange your repair.

How to arrange a repair

I would like my money back

If the product is faulty we will be happy to provide you with a refund of the price paid for the faulty products provided:

On exchanges, we will despatch your new handset once our returns team has received your original handset (complete with all accessories and packaging as described above).

How to arrange a refund or return

This Refunds, Exchange and Repair Policy does not affect your statutory rights. 

* You will be deemed to have received this Welcome Pack, the Terms and Conditions of Sale and the product when we have tried to deliver them to you even if you were not there to collect them. 

** The returns/exchange period will be extended over the Christmas / New Years period. Please see our site during the months of December and January for details. © 2009-2019