Returns & Refunds
Online orders can be collected from your home or returned to stores
Small items are audio products, cameras, computers, gaming products, small appliances and small TVs (under 43”).
Large items are major appliances like dishwashers, washing machines, tumble dryers, fridges, freezers, ovens and TVs over 40".
Small items
You can return small items by taking them to a DPD Pickup Shop or we can arrange for DPD to collect them from your home. Just fill in one of the forms below.
Returns Home Collection form – DPD will collect your item from your home.
Choose either form if you just want to cancel only your network contract. There’s no need to return your SIM.
Large items
If you’ve changed your mind, you can request to return an unwanted large item purchased online using the large items returns request form.
If we accept the return, we’ll contact you to arrange collection.
For faulty items, please contact us using our Webchat service. Our helpful colleagues will tell you what happens next.
Complete large items return form
Exceptions to returns in-store
Our stores are unable to process a return for Online Only large kitchen appliances or when you have paid online with Your Plan Credit.
Mobiles bought online can't be returned in store, but don’t worry – we’ve made online returns easy.
For PayPal orders our stores can only offer an exchange or gift card. Chat now to one of our helpful colleagues using our Webchat service.
Important information regarding Coronavirus (COVID-19)
Our #1 priority is to keep customers & colleagues safe. We have lots of safety measures at our stores. Please follow the signs and keep 2m from other customers and colleagues.
Most importantly, we ask that you please don’t visit our stores if you or anyone in your household is displaying symptoms of COVID-19.
What is the reason for your return?
Return policy
We have different return timings and procedures, depending on why you need to return your product to us.
Any return periods will exclude the dates that stores are closed.
Unwanted Items
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For items bought online or over the phone, unwanted items can be returned even if you have opened them for inspection. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging.   As our customer services team are very busy at the moment, we’ve extended the amount of time you have to return opened products from 14 to 21 days.
If you purchased in-store, and the product is unopened and is pristine condition, then we’re giving you extra time to return your product, you’ll have 21 days from your local store re-opening.
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Faulty goods
Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. If you purchased from store, and your product developed a fault whilst our stores were closed, then you can return these within 30 days of your local store re-opening.
Within product’s guarantee period (normally 12 months from purchase), we will offer you a prompt repair service. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
What if you have an issue with your phone?
Software updates
Some common smartphone problems can be fixed with a simple software update which you will be able to do yourself
No signal at home, what can I do?
Don’t panic. We’ve got a coverage guarantee!
If you can’t get a signal on your new phone, you can return it to us within 14 days and we’ll find a network that works where you live.
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Damaged or incorrect product
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.
You can arrange free product collection and refund, or an exchange or repair, by contacting our customer services team.