Date: 14 May 2024

If you’ve ordered a Talkmobile Pay Monthly Plan, this policy tells you a) about our 14-day returns policy; b) how to cancel a plan; c) What must be paid within the 14-day returns period; and d) how to return your product(s) to us.  

A)    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. Other charges may apply for use of the Services until you cancel your order.

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

• Business customers.

Equipment or service purchased from another company – you’ll have to go back to them to find out what to do.

B)    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 you must:

• Please get in touch on 5888 from a Talkmobile plan or device (free in the UK) or on 0333 304 8064 (standard call charges apply).
• We’ll need your name, account number, address, telephone number and other personal information. Please have this to hand.
• Please keep your direct debit open to ensure any pro-rata payments for line rental and any out of plan charges. Failure to do so will affect your credit file.
• There is no need to return the SIM card to us. Please dispose of the SIM card in line with local WEEE guidance.
• Please note, if you wish to retain your number, please let our Help Team know by requesting your PAC.

 

 C)    What must be paid 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.

It’s your responsibility to ensure that you don’t use the Services, once you’ve notified us of your cancellation. If you continue to use the Services once you’ve notified us, you’ll be charged.

 D)    How to return your product(s) to us

If your cancelled purchase includes products (e.g., devices and /or equipment) you must return this to us within 14 days of your return request.

When returning products to us under our 14-days returns policy the following applies to all products (unless specifically excluded):

a) i) You can return the cancelled product to us via a pre-paid envelope which will arrive 2-5 days after you have contacted us and raised a returns request. Alternatively, we can provide a print-at-home label for you to attach to the packaging you return your product(s) in. You must put your product(s) into the packaging and send it back to us within 14 days, making sure that all items are protected and boxed securely.

ii) You may return the cancelled product to us via Royal Mail after raising a returns request. You must make sure your product(s) are protected and boxed securely and send it back to us within 14 days. You will have to pay for the postage with Royal Mail and retain proof of postage & a tracking ID. You must supply this information to Talkmobile via email at help@talkmobile.co.uk.

b) To prevent any unauthorised use of the SIM card, please responsibly dispose of it.

c) We may not accept the return of an item due to health protection or hygiene reasons if unsealed by you after delivery

d) You must remove any security and other protective features (such as Find my iPhone) that prevent us from accessing your item. If an Apple mobile device is running iOS 7 operating software 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.

e) If you are entitled to any refund: we will inform you and we will refund you the amount within 14 days of either (i) us getting the product back, or (ii) you providing evidence of having returned the products, whichever is the sooner. Your right to a refund may be subject to you passing appropriate checks in place to combat financial crime.

 E)    Your rights

Our returns policy won’t affect any of your legal rights, which we can’t exclude. For more information on your rights, contact your Local Trading Standard Department or Citizens Advise Bureau.