Some Pay Monthly phones may be returned to us within 14 days of connection. This means that we must receive the handset back within 14 days from despatch. Day of despatch is counted as day 1. Please note that we are unable to cancel any contract if we receive the handset after 14 days from despatch i.e. the date on your invoice.

If you are experiencing a problem with your new mobile phone, please contact your network provider, handset manufacturer or our Customer Service Team, as very often this can be rectified without the need to return the product.

If you are unhappy in any way with your purchase then please e-mail us & we shall advise you on how return the handset safely back to us. You will be responsible for the cost of the return of the phone and any accessories or promotional extras sent to you.

We advise that you use Royal Mail special delivery for the return of all goods. All goods should be packaged in a secure parcel to avoid damage in transit.

Goods should be in their original unused condition, complete with all original items as below (as applicable):-any handset that has been wilfully damaged, scratched, neglected, modified or repaired shall be sent back to the customer at their expense.

- Handset in original undamaged box (including box inner's)
- Mobile phone manual and literature
- Mains charger, battery and manufacturers hands free kit
- CD-ROM software and data cable
- Leather case, personal hands free kit & in-car charger
- Any free gifts, incentives or vouchers included with the offer

A charge will be made for any goods that are returned back in an un-saleable or incomplete condition as follows (as applicable):-

Damaged handsets - full repair or replacement cost
Leather case £5.00
In-car charger £5.00
Personal Handsfree £5.00
Phone book manual £15.00
Manufacturer Handsfree £20.00
Battery £20.00
Main Charger £20.00
Data Cable £25.00
CD ROM £25.00
Bluetooth headset £30.00

Sim free handsets are not covered by any 14 day return policy. You may only return your handset to us under the Distance Selling Act, unused and as new in it original packaging within 7 days of purchase. The day of despatch is counted as day 1.

Useful Numbers

Manufacturer Contact Numbers

Manufacturers may have different returns and repair policies. Some manufactures may pick up your faulty phone, repair it and return it to you. These manufacturers are outlined below. Some repairs may only be carried out by an authorised service centre.

Authorised Service Centres

We have compiled a short list of Authorised service centres who can quickly repair your phone. Return postage from the service centre is free of charge.

Distance Selling Regulation Act 2000 - Referred to by us as DSR


O2 Handsets may be returned under the 'Distance selling act'. This act allows the consumer to return a product within 7 days from receipt of the goods if the product is unwanted. Please ensure that you inform us first to comply with this act & protect your consumer rights. We regret that handsets returned to us without notification or explanation or after the 7 day 'cooling off' period shall be returned to you at your expense. Where a refund is sought we reserve the right to charge the initial cost of delivery. We will not charge for the initial costs of delivery where the product supplied was not of satisfactory quality.

DSR** Sim free/offline handsets may only be returned if they are received back to us within 7 days from receipt to you & they have not been used in any aspect, whether that be by way of voice calls/MMS or text messages. Handsets received after this date or those that have been used shall be returned at your own expense. Where a refund is sought we reserve the right to charge the initial cost of delivery. We will not charge for the initial costs of delivery where the product supplied was not of satisfactory quality.