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Help and Support

Refunds

Deposit refund

What is a deposit refund and how does it work?

We may need to take a deposit from you during the sales process. If you make your first three monthly payments in full and on time, we’ll automatically transfer the deposit to your airtime billing account within three months.

The 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 contact us to arrange a refund by calling 202 for free from your O2 mobile, or 03448090202 from a landline (charged at national rate). Your airtime account balance needs to be showing in credit before we can give you a refund.

What to know more? Get in touch

How long will my refund take?

Deposit refunds can take up to 7 working days for BACS/card and 14 working days for cheques.

Cancelled order refund

What is a cancelled order refund and how does it work?

If you’ve cancelled your order or if refused delivery, the amount you paid with automatically be refunded back to the method of payment.

If your order was sent by Royal Mail contact us to start the refund process.

How long will my cancelled order refund take?

If your order was cancelled by our customer service team it will take up to 7 working days.

Refused delivery order refunds can take up to 24 working days.

We’ll email you when your refund has been processed.

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. Your airtime account balance needs to be showing in credit before we can give you a refund. You can check this in My O2.

Make sure you don’t cancel your Direct Debit until your final bill has been paid.

If the final credit balance is under £20 you’ll need to call us to request the refund. Call 202 for free from your O2 mobile, or 03448090202 from a landline (charged at national rate). Refunds can take up to 7 working days for BACS/card and 14 working days for cheques.

If the final credit balance is over £20 we’ll automatically refund it within 45 days.

However, if you normally pay us by credit/debit card you’ll need to call us to confirm the card details. Due to Payment Card Industry Data Security Standards (PCI) we don’t have sight of your full card details.

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 left over 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 go against your monthly airtime bill. We’ll start to claim payments for the airtime account again, 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). Your airtime account balance needs to be showing in credit before we can give you a refund.

Premium delivery charge refund

What is a premium delivery charge refund and how does it work?

If you paid to get your phone or accessory sooner and we didn’t deliver it on time, we’ll automatically refund the premium delivery charge.

How long will my premium delivery charge refund take?

Refunds can take up to 7 working days. We’ll email you when your refund has been processed.

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