Returns
You can return the phone for refund or exchange within 14 days from date of delivery subject to the goods being returned to us as new, unused and complete with original manufacturer's packaging. If you intend to return the phone, do not insert a SIM card as this creates user's settings that will personalise the phone to you and your network.
Phones that are faulty out-of-box as determined by our warehouse can also be returned for an extended period of up to 14 days from date of delivery. Some minor faults can be rectified by a simple download of the latest release of the manufacturer's operating software and our customer service team can advise on this and the best course of action.
Before any return you will need to obtain a Returns Authorisation Number (RAN) by calling our customer services team on 0845 470 4000 (key 3 for returns). Once your return has been authorised we will email you a pre-completed returns form.
Return the phone, and if applicable SIM card and any additional accessories (Note: retain the SIM card if you are exchanging your phone) in the brown cardboard box supplied which will protect the phone in transit. Make sure that you include the pre-completed returns form to identify the phone as your return.
We recommend that you use the Parcelforce service available to book online at www.parcelforce.com or insured recorded or special delivery available from your post office. Please note that the goods remain your responsibility until signed for by our warehouse.
* Please note that you will be liable for any calls that were made whilst the phone was in your possession and a pro-rata line rental charge for the period between the time of connection and the time that we receive