Help and Support

Our change-of-mind policy

Our Change of Mind Policy

Changed your mind? It happens.

If you’re not 100% happy with a purchase you made, we want to do what we can to fix the situation. Here’s everything you need to know if you’re after an exchange or refund.

The window to return or exchange

Once you’ve got your new purchase in your hand, you have 14 days if you want to refund or exchange it. If you’re exchanging your device for another model, there may be extra charges depending on what you choose.

Getting a full refund on returns

If you return your order within 14 days 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 an iPhone and Apple Watch, and they’re both within the 14 day return period, you need to return both of them together.

If your device is faulty after 14 days

Best thing to do is head straight to our self-help troubleshooter. Chances are it’ll be a simple fix like updating software or deleting some apps. But if it’s a genuine fault within the first 30 days, we’ll skip any repairs and go straight to sorting you out with a like-for-like swap.

Rather a refund than an exchange? No problem. If the fault happens within the first 30 days, we'll return all the payments you’ve made, apart from any buy-out fee from your previous contract or any express delivery charges. And you’ll have to pay for any usage charges in that time too.

If you bought an iPhone and Apple Watch, they’re both within the return period and the iPhone becomes faulty, you’ll need to return both of them together.

Making a return or exchange

You’ll need to package it up how you got it. That means using the original packaging and including any accessory or bundle packs. If you bought your device from an O2 shop you’ll need to return it there. If you ordered it online or over the phone, you’ll need to contact us.

Before you bring your device back, make sure you’ve backed up everything you want to keep (like contacts and photos), turn off your passcodes (in your device settings) and remove any security software.

If you're returning an Apple device, switch off 'Find my iPhone' - this is a must. If you don't switch it off, we won't be able to attempt to fix your device so we'll have to return it unrepaired. Need help doing this? Go to our FAQs. Once we get your device, we reset it to its factory settings to erase all data for your protection.

How do I know my order is faulty?

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.

How do I prepare my device for return?
  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.
How do I turn Find My iPhone off?

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

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

What do I do if I purchased an iPhone and an Apple Watch from O2, both are within the 14 day return period, and I’ve changed my mind?

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 returns period) from an O2 Store, please return both devices together.

When returning an iPhone and Apple Watch (both within the 14 day returns period) from 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.

Can I return my sim only contract?

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, contact us 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.

Can I return a faulty device after the first 30 days?

If this is the first time your device is faulty outside the first 30 days of your agreement, we’ll send the device to be fixed by one of our engineers under the manufacturer’s warranty.

If this isn’t the first time you’ve had a problem with your device, we might be able to give you a full or partial refund. This will depend on how long ago you bought it.

The small print

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 14-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 14 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.

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