Help and support
Refunds | Account and billing | Help & Support | O2
When it comes to refunds, we know you’ll have some questions about how they work and what to expect. So, we’ve answered all these questions below, from device deposits to delivery charges.
- What is a deposit refund and how does it work?
We may need to take a deposit from you when you buy a device from us. If you make your first three monthly payments in full and on time, we’ll automatically transfer the deposit to your airtime billing account in the fourth month.
This credit can remain on your airtime account and be used to pay your monthly airtime bills until it’s been used up. You’ll still need to pay for your Device Plan during this time.
You can get in touch with us to arrange a deposit refund.
- How long will my deposit refund take?
Deposit refunds can take up to seven working days for BACS and 14 working days for cheques. This may take longer over weekends and bank holidays.
Cancelled order refund
- What is a cancelled order refund and how does it work?
If you’ve cancelled your order or refused delivery, the amount you paid will automatically be refunded to your method of payment.
- How long will my cancelled order refund take?
If your order was cancelled by our customer service team, it will take up to seven working days.
If the delivery was refused, refunds can take up to two working days.
Final bill refund
- What is a final bill refund and how does it work?
Once your account has been disconnected, a final bill will be generated within 14 working days. Sometimes this will leave your account in credit, which will appear as a minus balance on your invoice. Your airtime account balance needs to be showing in credit before we can give you a refund.
You can check your final bill online in My O2, but not in the My O2 app, as it will stop working once you’re disconnected.
If your final bill has a credit balance of £5 or more, we’ll automatically refund it 30 days after the date on your bill.
- If you cancel your Direct Debit before we receive your final payment, then you’ll need to call us to pay your final bill.
- If you’ve cancelled your Direct Debit and you’re due a refund, you’ll need to get in touch with us to make alternative arrangements, as we won’t be able to process it via BACS.
Airtime account in credit
- What happens if my airtime account is in credit?
There are a number of scenarios where your airtime account may be in credit, such as:
- If you transfer your number from Pay As You Go, we’ll credit any leftover balance to your Pay Monthly airtime account.
An overpayment has been made to us in error.
- Do I need to do anything if my account is in credit?
The credit can remain on your airtime account and be used to pay your monthly airtime bill. We’ll start taking payments for the airtime account once the credit runs out. You’ll still need to pay for your Device Plan during this time.
You can contact us to arrange a refund by calling 202 for free from your O2 mobile, or 03448090202 from a landline (charged at national rate).
Note: Your airtime account balance needs to be showing in credit before we can give you a refund, which will appear as a minus balance on your invoice.
Premium delivery charge refund
- What is a premium delivery charge refund and how does it work?
If you paid an upfront cost to get your phone or accessory sooner and we didn’t deliver it on time, we’ll automatically refund the premium delivery charge to your payment method.
If the premium delivery charge was added to your existing bill, the amount will be refunded to your airtime balance.
- How long will my premium delivery charge refund take?
Refunds can take up to seven working days.