Help and Support

Our returns and repairs policy

Our returns and repairs policy

When you buy a product from us, you have a number of rights as a consumer. These include the right to a repair, replacement or refund, if it is faulty or not working as described.

You also have the right to simply change your mind. Have a look at our change-of-mind policy.

No one wants to part with their kit. And the good news is you might not need to. 40% of devices sent to our repair centre don’t actually need repairing. To find out whether yours does, first back up your data, so that you don’t lose anything you want to keep, like contacts or photos. Then install the latest software update and reset your phone to its factory settings. You might just find all the problems are solved. If you’re still struggling with your new device after that, try our online troubleshooter. For help with any of this, book a free session with an O2 Guru in store.

You can track the status of your return or repair on our website, unless you're returning O2 Home equipment.

Faulty items

If your product develops a fault within 30 days, we'll either give you a brand new replacement or your money back. It’s up to you. If it’s been more than 30 days, we'll try to get it fixed for you. You might have to pay in some cases, but we'll let you know beforehand. You’ll also have to pay for any chargeable browsing, texts or calls you’ve made.

We’ll do your repair as quickly as we can, but need the time to do a great job. You might be able to borrow a replacement while you wait. Ask in one of our stores for more details.


If you have a problem with an iPhone then we have five stores around the UK that are also Authorised Apple Repair partners. These stores can perform iPhone repairs by trained staff and you could even get your phone fixed the very same day.


Leeds Briggate
Leeds White Rose Centre
Manchester Market Street
Fulham Broadway
London Camden


How to return a device if it has a fault

How to report faulty O2 Home equipment

To report faults with O2 Home hardware and devices - not your mobile phone - please contact us as soon as possible us on 0344 499 0202. Calls to this number are charged at standard UK rates. The O2 Home team will advise if an engineer visit is required or if you can return equipment by post.

If you find a fault with fully integrated equipment (such as locks and thermostats), we'll most likely send an engineer out to take a look. We do not recommend that you try to de-install the equipment yourself. We can repair or replace fully integrated equipment on site. Call us to make an appointment at a convenient time.

Most O2 Home equipment can be un-installed by yourself. Call the O2 Home Team who will provide you with packaging for you to return those items. We'll give you instructions on how to use the CollectPlus service to transport any equipment back to us.

Larger kit like fixed outdoor cameras can be un-installed by yourself, but if you'd prefer our help with this or if you want your fully integrated equipment to be removed completely we can send out an engineer to do it for you. This usually costs £150 per visit. Call us to make an appointment at a convenient time.

We'll inspect the items you send back to us to investigate the fault and will refund, replace or repair them.

If we're unable to help with a faulty item, you might also want to check your insurance cover.

Faulty devices

How do I know whether my device needs repairing?

If you’re struggling with your device, try our online troubleshooter. You may just need a software update or for some of your apps to be removed. If it can’t solve your problem, the troubleshooter will tell you what to do next.

What if my device has had a fault before?

If this isn’t the first time you’ve had a problem with your device, we may be able to give you a full or partial refund. This will depend on how long ago you bought it.

How do I return my faulty device?

If you bought a phone or tablet from o2.co.uk, or over the phone with an O2 advisor, you can use our online returns service. Anything bought from an O2 store needs to be returned to store. If you didn’t buy the faulty product directly from us, we’d recommend contacting the seller.

When we work on your device, we’ll reset it to its factory settings. This will delete all your data, so you need to make sure that anything you want to keep, like contacts or photos, is backed up before you send your device to us to check, repair, exchange or return. This is really important as otherwise you’ll lose your data. Terms apply.

When you return your device to us, you'll also need to make sure it's unlocked and doesn’t have any security software that might prevent us from accessing it. If it’s locked or disabled when you return it, we may have to charge you for any replacement or be unable to give you a refund for the returned device.

When you return your device, you'll also need to include:

  • proof of purchase
  • all the original parts
  • any accessories or free gifts
  • the packaging, where possible.
How can I make sure my data’s safe?

When we work on your device, we’ll reset it to its factory settings. This will delete all your data, so you need to make sure that anything you want to keep, like contacts or photos, is backed up before you send your device to us to check, repair, exchange or return. This is really important as otherwise you’ll lose your data. Terms apply.

What if my device is damaged rather than faulty?

If your device is damaged, the warranty may no longer be valid. We’ll get in touch if the problem is due to damage rather than a fault and we’ll need to charge you for any repairs.

What if O2 can’t help with my faulty device?

We’ll always help where we can, but sometimes this isn’t possible. If we can’t help with your faulty device you might want to check the manufacturer's warranty and your insurance cover.

Faulty accessories

If you bought your accessory from an O2 store you can return it there. To return an accessory that you bought online, use our accessories return form

If you're not sure about any techy terms, check out our jargon buster

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