Buying Online Terms

What you need to know when you buy things from the Talkmobile website.


By ordering from us you agree you’ve read and accepted these terms which include the following:

Some products or services may be subject to additional terms or provided by third parties. We recommend that 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, to purchase any products or services from us.

Purchasing steps

You'll be guided through the Talkmobile online ordering process by a series of simple instructions on this website. By clicking the 'buy now ' button at the end of the check-out process you have confirmed that you would like to buy a product and service and have placed an order with Talkmobile.

Only one pay monthly product can be purchased per order. Once you have placed an order, we'll send you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from us.

We'll then send you a dispatch email confirmation once your order is being shipped to you from our warehouse.

Our acceptance of your order and completion of the contract with you will take place on the dispatch of your order, unless we have notified you that we do not accept your order or you have cancelled it in accordance with our cancellation instructions below.

We may decide not to accept your order if:

  • The product you ordered is out of stock
  • We cannot obtain authorisation for your payment
  • We identify a pricing or product description error with the product you have ordered
  • You do not meet the requirements set out in the Talkmobile Mobile Contract Customer Airtime Agreement.


If the product you have ordered is unavailable we'll contact you by e-mail or phone, and you will then have the option either to wait until the item is available (if at all) or to cancel your order.

All prices are inclusive of VAT at the current rates and are correct at the time of entering information. However, we can change prices without giving prior notice. Please check the website for up to date pricing before you place your order.

We'll take all reasonable care to keep details of your order and payment secure. We're not liable for any loss you may suffer if a third party procures unauthorised access to any data provided by you when ordering from the website, except if resulting from our negligence.

Offers to purchase and description of products

Each product purchased is sold subject to a product description that sets out additional specific terms related to that product. This will include information concerning estimated delivery times and any warranties.

Your online order will be treated as an offer to purchase products from us.

Our contract with you will be completed when a) we dispatch the goods to you; b) we commence the services; or when we debit your credit or debit card, whichever is the earlier. Any automated acknowledgements of your order that you may receive from us do not amount to our acceptance of your offer to purchase goods or services advertised on the website.


All Pay Monthly orders will be subject to a credit check and will be delivered by courier within 1 working day from the date that Talkmobile processes your order. A signature will be required on delivery.

Please note that we only deliver to addresses in the UK. Deliveries to Northern Ireland, Aberdeenshire, the Scottish Highlands and Islands and the Channel Islands may take up to 3 additional days to arrive. Please note: deliveries during holiday periods may take longer to arrive.

Returns and Cancellation

If you are a consumer customer, you have the right to cancel your online order no later than 14 calendar days after the day you receive your products or services or your welcome letter or email whichever is the later. To cancel your order within this period and to arrange the return of products, please call our Help Team on 0333 304 8064 to get a Return Authorisation Reference and confirm the UK address you would like us to collect your unwanted products from.

You may turn the phone on and examine the product, but must take reasonable care of it and we recommend you don’t save anything on it until you are sure you are happy with it. It must be returned in the condition it was sold, undamaged and in its original packaging.

You must return the product (including any accessories that were included in the price of the product) quoting your Return Authorisation Reference and including proof of purchase, to the Courier that collects your goods.

Please note that if you do not return all accessories that were included with the product, we shall be entitled to charge you for the cost of the missing items.

If you fail to make yourself available on the agreed collection date to return the product after notifying us within the cancellation period of your intention to cancel, you agree to pay Talkmobile the retail price of the product and you authorise us to continue to bill you for all monthly charges you incur using the device from your credit or debit card or via direct debit details you have provided to us.

To return your purchase and cancel your new agreement you must within 14 days:

  • Notify us by phone on 0333 304 8064 and let us know your chosen UK collection address. We will give you a Return Authorisation Reference, or
  • Print and complete the Cancellation Form and post it to us at: Talkmobile Limited, Avon House, Horizon West, Canal View Road, Newbury, Berkshire, RG14 5XF.
  • Ensure all products are appropriately packaged including any accessories that came with the product. (Please note you will be charged for any items that are missing or damaged, such fees will be deducted from any sums Talkmobile owed to you).
  • Be at your chosen UK collection address on the date notified by us and give the product to the courier driver, ensuring you keep a record of your Return Authorisation Reference.

Returning an upgrade does not result in cancellation of your Talkmobile line. Providing your return meets all conditions above, the new contract term will be reversed and you will revert to your previous contract term.

To cancel your Talkmobile line entirely you will be required to call 0333 304 8064 and give 30 days’ notice, and will be required to pay until either the end of that notice period, or the end of your original contract term, whichever is the latter. When returning your upgrade, keep your SIM card as you may want to use it in a new phone if you choose to upgrade again.


We recommend you keep and destroy the SIM card once you've returned the phone. You’ll be liable to pay for any charges incurred on this SIM until your handset is returned and the contract is deactivated.

  • Top-ups - bought, online, over the phone or on your mobile.
  • Downloads and apps.

If you want to exchange your phone for something else, you'll need to return it for a full refund and then make a new purchase. New subscription returns will result in a loss of the phone number you were given, and you may be subject to an additional credit check.


If your phone develops a fault within 28 days of purchase call 0333 304 8064 and we'll arrange an exchange.

If your phone develops a fault after 28 days and is within the warranty period please call 0333 304 8064 and our Help Team will try to resolve this for you either directly or with assistance from the manufacturer.


Payment can be made by any major credit or debit card. You confirm that the credit/debit card used for your order is your own.

All credit/debit card holders are subject to validation checks and authorisation by the card issuer. We may share your personal information with such third parties as are necessary to enable us to do such checks. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.


If you're a consumer, the terms of this agreement won't affect any legal rights which 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 English law, unless:

  • you live in Scotland, in which case, it will be governed by Scots law; or
  • you live in Northern Ireland, in which case it will be governed by the law of Northern Ireland.

Your Personal Information

Please read our Privacy Policy for information on why and how we use your personal information and for 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

Our details

  • Talk Mobile Limited,
  • Avon House,
  • Horizon West,
  • Canal View Road
  • Newbury,
  • Berkshire
  • RG14 5XF
  • Telephone: 0333 304 8064