Help and Support

Our change-of-mind policy

Our change-of-mind policy

We understand that sometimes you may change your mind. That's why we have a 14-day change of mind period for all our customers. If you're not 100% happy with your purchase, you can get a refund or exchange your device for another model (additional fees may apply).

You have the right to cancel your contract within 14 days of signing up or when you get your sim and/or device (whichever one's later).

If you're an O2 Refresh customer, you've the right to cancel your whole O2 Refresh deal (both your Airtime Plan and Device Plan Credit Agreement) within those 14 days. Or you can change your device for another one, but you can only do this once. If you've signed up to O2 Refresh by buying out your old contract early and then change your mind, you can't go back to your old tariff once your new service has started and you can't get a refund on your old contract buy-out fee.

If you're struggling with your new device, why not try our online diagnostics tool? Or book a free session with an O2 Guru in store.

If you're an O2 Home customer you can cancel your contract within 14 days of installing your O2 Home Hub, you'll only have to pay for what you've used. You'll have to return all equipment that came with your pack, including any promotional items. Alternatively, if you change your mind on some or all of the equipment before it's installed, you can return items to your O2 Home installer.

Certain equipment (like door locks and thermostats) is integrated with your property, which means your change of mind period ends once they've been installed. After that you'll have to pay for this equipment even if you cancel your O2 Home service.

If you've bought additional equipment, you have 14 days from delivery or installation, as applicable, to change your mind. Once you've let us know you want to cancel, you'll have 14 more days to return or arrange for the return of your cancelled equipment.

Exchanges

O2 store purchases

If you purchased your phone or tablet in an O2 store, return it there within 14 days of purchase and let the advisor know which alternative device you want. If the replacement is more expensive, you’ll need to pay the difference.

If you've taken a bundle, you'll need to return all the equipment in that bundle.

Online and telephone purchases

If you purchased your phone or tablet through the o2.co.uk website or by speaking to an O2 advisor on the phone, call our customer services team to let us know that you’d like to arrange an exchange on 0344 809 0202.

If the replacement is more expensive, you’ll need to pay the difference. If you've taken a bundle, you'll need to return all the equipment in that bundle.

'O2 Home' service

We don't currently offer exchanges for O2 Home products. If you've any concerns or questions, call us on 0344 499 0202 (Mon-Sat, 8am-7pm). Calls are charged at standard UK rates.

Cancellations

O2 store purchases

If you purchased a phone or tablet in an O2 store, return it there within 14 days of purchase and let the advisor know you wish to cancel. If you've taken a bundle, you'll need to return all the equipment in that bundle.

If you've taken a sim only deal or a Bolt On, with no phone or tablet, then you'll still need to tell us you want to cancel, but you don't have to return the sim. Instead you'll need to break it in half and throw it away. You can do that by contacting us by phone or in store.

If you cancel, we'll give you back all the payments you've made, apart from your old contract buy-out fee or any express delivery charges.

Online and telephone purchases

If you bought a device through o2.co.uk or by speaking to an O2 advisor on the phone, you can use our online returns service to let us know that you'd like to cancel. Or call our customer services team on 0344 809 0202.

You'll need to return all your goods within 14 days of telling us you want to cancel the contract. If you've taken a bundle, this means you'll need to return all the equipment in that bundle. Once you've let us know you want to cancel you can use the Mobile device return form (PDF) to send your items back to us.

If you've taken a sim only deal or a Bolt -On, with no phone or tablet, then you'll still need to tell us you want to cancel, but you don't have to return the sim. Instead you'll need to break it in half and throw it away. You can do that by contacting us on the phone or in store.

If you cancel, we'll give you back all the payments you've made, apart from your old contract buy-out fee or any express delivery charges.

Accessories

To return an accessory that you purchased online please, use this form.

'O2 Home' service

To cancel O2 Home call us on 0344 499 0202 (Mon-Sat, 8am-7pm). Calls are charged at standard UK rates. Once you've let us know you want to cancel you can use the O2 Home equipment return form (PDF) to send your items back to us.

Important information

The goods must still be in a brand new condition (including removing any security features and other protections that would prevent us from accessing it - e.g. "Find My iPhone" in iOS7 or above, any other security app, locking a device to your iCloud account/Apple Store/Google Play account).

We might need to deduct money if the goods come back damaged or used beyond what's reasonable.

You're allowed to do what's necessary to make sure that what you've received from us is what you thought you were buying, and that it all works as you expected. But no more than that. You'll be responsible for any damage and reduced value of the goods as a result of your opening, testing or playing with the product.

If you use it more than is needed to check it, then we'll have to deduct an amount from your reimbursement to cover the damage. You'll also be charged for any services you've used. So if you asked us to start providing something before the end of your 14 day cancellation period, then you'll pay for the services (eg calls, texts, data, or in the case of O2 Home, your subscription charge) that you've used. We'll charge you for this after the cancellation has been completed.

We'll make sure we pay you back within 14 days of you returning the goods or providing evidence that you tried to return the equipment. If you cancel your Device Plan without returning all your equipment you'll have to pay for the goods in full, straightaway.

If you didn't buy your device directly from us, please refer to the seller.

Things to check before returning or exchanging a device:

  • Is it unlocked and free of security software or other protections that would prevent us from using it? If the device is locked when you return it we'll have to charge you the full cost of your replacement and/or not process a refund (if applicable).
  • Have you included your proof of purchase?
  • Have you included all the original parts?
  • Have you included all accessories, other bundled items or free gifts?
  • Have you returned the original packaging, where possible?
  • Have you printed your returns label?

Related: Our returns and repairs policy

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