Returns & Warranty

Once you have purchased your iPhone, we strongly recommend you activate your device as soon as possible. If you do not pass the credit check or if you are not entirely satisfied with your purchase, you must return the iPhone in "as new" condition with all the original packaging and accessories to the point of purchase within 14 days from the date of purchase, with a valid till receipt or other proof of purchase to entitle you to a refund. If you've failed activation you'll also need your email confirming activation failure. If you've made any calls or used other chargeable services prior to return, you'll be required to pay for these.

Please note that for your security, refunds will only be made to the credit or debit card originally used to purchase the iPhone. No cash refunds will be available.

If you bought online, details for how to return your iPhone are included with your purchase.

All iPhones come with a 1 year limited Manufacturers warranty. If your iPhone experiences technical issues within a year of purchase, then the product must be returned to the point of purchase with a valid till receipt or other proof or purchase to enable repair, replacement or refund as appropriate.

If you bought online, the easiest way to organise a repair or exchange is via Apple online, alternatively contact us.

If your iPhone has been lost or stolen, you'll need to contact us as soon as possible so that we can bar the service.
Please complete the Online Form to report your iPhone lost or stolen:

• Date and time lost/stolen
• IMEI Number
• Alternative contact number

Insurance
If you have purchased insurance from O2, you can make a claim by contacting O2 Customer Services. If you are making a claim for theft or loss your must contact us within 48 hours; if you are making a damage claim you must contact us within 14 days. All theft claims must be reported to the police within 48 hours, as you'll need a crime reference number to make your claim. Loss claims will require a loss reference number from either the Police or relevant authority (i.e. Transport for London). If this isn't possible, make a note of the Police station where you reported your loss, along with the name and badge of the officer you reported it to.

Once your phone line has been barred and you have all the crime/loss reference details, you'll be transferred to O2 Insure to process your claim. But do remember, your bills need to be paid up-to-date, otherwise your O2 Insure policy will lapse meaning that we won’t be able to process your claim.

For more information on your O2 Insure policy, including full terms and conditions, please visit www.o2.co.uk/iphone/insurance