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.
Deposit refund
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.
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
If you’ve cancelled your order or refused delivery, the amount you paid will automatically be refunded to your method of payment.
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
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 in My O2 online, but not in the My O2 app, as it will stop working once you’re disconnected.
If your final bill is in credit, we’ll refund you automatically within the next 30 days to the account or card you usually pay your bill from. We'll send you a cheque if we don’t have your account or card details.
If you’re on a Pay Monthly plan, make sure you don’t cancel your Direct Debit until after your final bill has been paid. We’ll take the money from your account as normal. If you’ve cancelled your Direct Debit already, you’ll need to call us to pay your final bill.
Airtime account 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.
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 call us to arrange a refund.
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 bill.
Premium delivery charge refund
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.
Refunds can take up to seven working days.
Unsuccessful refund
If we’ve messaged you to let you know that your refund has been unsuccessful, please get in touch.
Last updated: 03/02/2025
