Return a phone
- Return a phone within 14 days
If you took out a contract with a phone but have changed your mind, you'll need to return it to us within 14 days of receiving it so we can cancel your agreement. We'll arrange for our couriers, DPD, to pick up the phone at a suitable time and place. You won't incur any charges for closing down your account within the 14 day cooling off period but there will be a £5 collection fee for returning the phone.
As long as the phone's unlocked and in an as-new condition with its original packaging and box contents then you'll get a full refund. If this isn't the case then we'll charge for any damage or missing components, but you can still cancel your contract.
What you have to do to return a phone to us
The easiest way to return your phone is to contact us via phone or Webchat so our Help Team can close your account down as soon as possible and help you with the returns process. Alternatively, if you'd prefer to write to us, you can print out and fill in our cancellation form and our Help Team will get back to you within 24 hours of receiving your form. If you haven't heard from us within 5 working days of positing it, please get in touch with us by phone or Webchat.
- If your phone has developed a fault
If you find your phone isn't working as it should, you may want to try these quick fixes:
- Restart your phone by turning it off and on again.
- Take the phone's battery out and put it in again.
- Take out the SIM card and put it back in again. To do this, take a look at our section introducing your SIM. This section tells you what your SIM card is and how to take it out of your phone and put it back in.
- Reset your phone.
- Update to the latest software.
If your phone's still not working, or you'd like more support with your phone, take a look at our troubleshooting section.
Your warranty and repairs
If your phone's developed a fault within 30 days of delivery
If you have a phone that’s developed a manufacturing fault within 30 days of delivery we’ll send our courier to collect it from you free of charge. Please return your phone unlocked, with all its components, in its original packaging so we can repair it or send you a replacement.
Contact us by phone or Webchat to get started with your return.
If your phone's developed a fault after 30 days of delivery
If you have a phone that developed a fault after 30 days of delivery, please contact the phone’s manufacturer directly for any warranty repairs.
Make of phone Phone warranty Contact number Website Alcatel 24 months 0207 458 0026 Alcatel Support Apple 12 months 0800 107 6285 Apple Support BlackBerry 24 months 01753 558 410 Blackberry Support CAT 24 months 0844 856 7004 CAT Support Doro 12 months 01753 907 980 Doro Support HTC 24 months 0203 684 5000 HTC Support Huawei 24 months 0333 370 0800 Huawei Support LG 24 months 0344 847 5454 LG Support Motorola 12 months 03339 997 550 Motorola Support Nokia and Microsoft 24 months 0344 800 2400 Nokia and Microsoft Support Samsung 24 months 0330 726 7864 Samsung Support Sony 24 months 0370 5237237 Sony Support
- If we sent you the wrong phone
Mistakes do happen, and if we sent you a phone in error, we’ll send our courier to collect it from you free of charge.
Simply contact us by phone or Webchat so we can make sure we’ve got your correct pick-up address and then we’ll process your return.