Returning your device

If you’d like to keep your O2 connection and choose a different device, here’s what you need to know:

• If your device is faulty within 30 days: We can replace it with a like-for-like device.  

• If you change your mind:

  • You can only exchange your device once.

  • You can exchange your device for a different one within our 14-day Change-Your-Mind Period.

  • For new Pay Monthly customers, we’ll cancel the whole original transaction. You’ll need to complete a new purchase, including a new credit check where applicable.

  • For existing Pay Monthly customers, we’ll cancel your upgrade and process a new one. This usually doesn’t involve a credit check.

  • For Pay As You Go customers, we’ll refund the original sale and you can choose a new device to buy.

Take a look below for guidance on how to arrange a return.

• If you’re a new Pay Monthly customer returning your device, we’ll also cancel any Airtime Plan purchased with it.

• If you’re an existing Pay Monthly customer returning your device to cancel an upgrade, your Airtime Plan will remain connected and we’ll return you to your previous tariff. If your previous tariff is no longer available, you’ll need to choose a new one.

• We’ll refund any upfront device payments once your return is received and checked. If your airtime account is being cancelled, you’ll need to pay for your Airtime Plan until the cancellation, plus any additional charges incurred on your bill.

•  If you’re a Pay As You Go customer, we’ll refund the cost of the device. If you don’t want to keep your sim and number, we’ll also refund any unused credit.

Take a look below for guidance on how to return your device.
 

If you’re struggling with your device, try our online troubleshooter. It could be a simple fix. If it can’t solve your problem, the troubleshooter will tell you what to do next.

1. Turn off any passcodes and remove any security software or other protections that would prevent us from using it. If your device is locked when you return it we’ll have to charge you the full cost of your replacement and/or not process a refund.

2. Include your proof of purchase.

3. Include all of the original parts.

4. Include all accessories, other bundled items or free gifts.

5. Return in the original packaging, where possible.

6. Postal returns – look for your free returns label included in your packaging (or we can send you a new one). Then attach the label to your packaged device. For extra safety, we suggest upgrading the pre-paid postage to Special Delivery with insurance (around £7). This is optional, of course.

You can do this on your phone or from a computer.

Apple has all the information you need. Follow their steps.

If your device is locked when you return it we’ll have to charge you the full cost of your replacement and/or not process a refund.

• If you‘ve bought an iPhone and Apple Watch on O2 within the last 14 days, then your Apple Watch and your iPhone accounts will be linked.

• If you bought your iPhone from a third party and you want to return it, make sure you return the iPhone before returning your Apple Watch to O2.

• If you‘ve bought an iPhone and Apple Watch (both within the 14-day return period) from an O2 Store, please return both devices together.

• When returning an iPhone and Apple Watch (both within the 14-day return period) from o2.co.uk or O2 over the phone, make sure you return both devices in the same package. When arranging the return, we’ll send you packaging big enough for both.

If you’ve taken out a SIM Only contract in store, over the phone or online, you can change your mind within 14 days of receiving your order. If you do want to cancel your agreement, get in touch to let us know and we’ll get it sorted. We won’t ask you to return your SIM, all you need to do is cut the SIM in half once it’s stopped working.

We’ll give you back all the payments you’ve made, apart from any buy-out fee from your previous contract or any express delivery charges. You also have to pay any usage charges you’ve had in that time.

If you bought your SIM Only contract along with an Apple Watch, they’re both within the 14-day return period and you decide to return your SIM Only contract, you’ll need to return your Apple Watch as well.

If you bought your device as a gift between 7 November 2024 and 24 December 2024, you may be eligible for an extended returns period up to and including 8 January 2025.

Important information about all O2 products:

Anything you return or exchange must still be in brand new condition. For phones, tablets and Apple Watch this includes removing any security features that would prevent us from accessing it (like Apple’s Find My iPhone) and unlinking your device from certain accounts (like iCloud account, Apple Store or Google Play). If your product comes back damaged or used beyond what's reasonable, we may need to charge you.

You're allowed to do what's necessary to make sure that what you've received from us is what you thought you were buying, and that it all works as you expected. But no more than that. You'll be responsible for any damage and drop in value as a result of you opening, testing or playing with the product.

If you've used it more than was needed to check it, we'll have to deduct an amount from your reimbursement to cover the damage. You'll also be charged for any services you've used. So if you asked us to start providing you with calls, texts and data before the end of your 28-day cancellation period, you'll pay for what you used. These charges will come after the cancellation has been completed.

We'll pay you back within 28 days of you returning the product or providing evidence that you tried to return it. If you cancel a credit agreement (like the Device Plan of an O2 Refresh contract) without returning all your equipment you'll have to pay for the goods in full, straightaway.
If you didn't buy your device directly from us, you’ll have to go to the seller.