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Our faults and repairs policy

Our faults and repairs policy

Our policy within 30 days

If your device or accessory has 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. See our returns policy terms

If you have an issue within the first 30 days

If you’re still having issues, get your device ready for an exchange

If you weren’t able to fix the problem using our troubleshooter, then you’ll need to get your device ready for an exchange. Find out how below.

Preparing your device for exchange

Before you start your exchange, 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. 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'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. 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 an exchange or refund. Once we get your device, we reset it to its factory settings to erase all data for your protection.

Exchange your device or accessory in store, or send it back to us

Exchanging your device or accessory if you bought it from an O2 store

If you bought your device or accessory from an O2 store, you’ll to need to take it back there for your exchange. If you bought an iPhone and Apple Watch, and they’re both within the 30 day period, you’ll need to return them together.

Exchanging your device or accessory if you bought it online or on the phone

If you ordered your device or accessory online or over the phone, contact us to arrange an exchange.

Our policy after 30 days

If a fault develops after the first 30 days, we’d need to look at your device or accessory warranty status. We’ll always discuss your options with you before we start any repairs.

Warranty lengths

Warranties exist to cover your device or accessory if it develops a fault. What warranties don’t cover is physical damage, so you can’t claim under warranty if your device stops working because it fell onto the road or into the bath.

Any physical damage to your device or accessory will make its warranty void. This means you’ll be charged for the repair even if the damage isn’t related to the fault. We can still fix faults if your device is out of warranty, but you’ll be charged.

Warranty lengths

Phone and tablets:

Apple devices – 12 months from date of purchase. Add Apple Aftercare and you get an extra 12 months.
All other phones and tablets – 24 months from date of purchase.

Smart Watches:

Apple Watch – 12 months.

Wearables:

Samsung Gear S – 24 months.
All other wearables – 12 months from date of purchase.

Our Like New phones:

Grade A/Perfect – 12 months
Grade B/Almost Perfect – 12 months
Grade C/Perfectly Fine – 3 months

Accessories:

12 months from date of purchase

If you have an issue after 30 days

If you’re still having issues, get your device ready for repair

If you weren’t able to fix the problem using our troubleshooter, then you’ll need to get your device ready for repair.

Getting your device ready for repair

There are a few things you need to do before you send your device our way:

  1. Back up – do this so you don’t lose any important photos, contacts or texts.
  2. Remove your sim (unless it’s an eSIM), and any case, screen protector or SD card and if you have an Apple Watch, remove the straps – we can’t properly test your device with them in place. If we have to remove them, protectors and Apple Watch straps can’t be returned and your sim and SD card will need to be destroyed to protect your data (we need to do this by law).
  3. Disable any security locks. Check your device settings to find out how to do this. 
  4. iPhone, iPad and Apple Watch users need to 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. 
Repairing your device in an O2 store

To get your device looked at in one of our stores, you can pop in at any time or book an appointment with an O2 Guru. This is what you’ll need to do when you arrive:

  1. Hand your device over to a team member
  2. Stand by as we run some checks

We’ll try to fix your device then and there so you’re not without it. If we do need to send it off, this is what you’ll need to do next:

  1. Give us a few details so we can book your repair in (we’ll ask for an alternative number so we can contact you if we need to)
  2. Prepare your device – see the instructions above
  3. Grab your repair receipt and keep hold of it
  4. Look out for confirmation emails (the first when your device is sent off to be fixed, the second when it’s arrived as our repairs centre)
Sending your phone to us for repair

If you can’t get to an O2 store, you can send your device to us instead.

No one likes being apart from their phone, even if it’s for the best. Thankfully, our progress tracker lets you check in on your device to see how it’s doing and when you can expect to be reunited.

Our repair partners each have their own portals. Feel free to check them, but keep in mind that’s the same information we get, so they won’t be able to give you any extra details.

Track your repair

Paying for your repair

If you’re in store and your device needs to be sent off, you’ll need to pay for the repair upfront. If this happens, we’ll provide a secure payment line so you can make the transaction over the phone.

Loan phones

We don’t want you to feel lost without your phone, so ask in the store about loan phones, to keep you going while your phone is being repaired. We can’t guarantee that we’ll have one available, and it might just be a simple phone for calls and texts, but it may help you while you wait.

Unfortunately we don’t offer loan devices for Apple Watch repairs.

Repair checklist

We have a list of checks to tick off every time we repair a device. Here’s a quick overview.

Functional checks (depending on model)

  • Network and signal – we use a live O2 sim to test network registration, normal signal strength, and call and audio functionality
  • Electronic IMEI number – this need to match the one on the label
  • SD card – we make sure the memory card can be seen and accessed
  • Hardware – this covers things like the keys, touch surface, LCD (dead and bright pixels), vibration, earpiece and loudspeakers, microphone, headphone jack, Bluetooth and wifi connection, camera, screen proximity sensor and battery charging

Contents checks

  • SMS and multimedia message boxes – all folders must be empty
  • Call logs and timers – these must be empty
  • Applications – only listed default applications must be installed in the main menu
  • Data counters – these must be empty
  • Internet browser – must be back to its default settings

Cosmetic checks

  • Battery pins – these should be unbent and unbroken
  • Screws – must all be there and screwed in tight
  • Sim and SD card slots – should be empty with no sign of damage
  • Charge socket and headphone jack – we check for pin damage
  • Case – must be clipped correctly with no parts missing
  • External surface – we check for cracks or chips
  • LCD/ touchscreen – we check for cracks and internal dust
  • Camera lens – we check for cracks, internal dirt and dust
  • Physical keys (like volume or power) – we check for damage, missing or restricted movement
  • Battery cover – must be present and clipped properly
  • IMEI label – must be present, undamaged and matches the job record
Could my device come back unrepaired?

Sometimes repairs aren’t possible. Here’s a list of reasons why we may not be able to fix your device.

Device out of warranty

This may mean your device is no longer under warranty or the damage isn’t covered. So we won’t be able to fix it. But hope’s not lost. We’ll get in touch with you to discuss these options:

  • Pay for your own repair - We cost it up, you give the ‘go ahead’. If you were given a rough quote early on, keep in mind that the new figure could be more or less (we can only give you an accurate quote after inspection).
  • Upgrade - It’s worth considering paying off the remainder of your Device Plan and upgrading. The closer you are to the end of your contract the less you’ll have to pay off, so it could be surprisingly affordable.
  • Getting a ‘Like New’ phone - We have reconditioned phones that are like new. And you can pick one up from us for a fraction of their original cost.

No fault found

This means we’ve tested it and haven’t been able to replicate the fault. Reasons for this could be that restoring your device to its factory settings did the trick. Or that the fault came from a corrupted app or conflicting apps. It could even be a network issue where you use your device.

To help get to the bottom of it, our engineers may call you to ask a few questions.

Beyond economic repair

This is never good news. It means there’s nothing we can do. There are a few different reasons why a device could be beyond economic repair.

  • Water damage. If moisture has gotten into your device (this could be anything from rain to steamy bathrooms). Even if your device is “water resistant” it can still be damaged by water, which won’t be covered under warranty.
  • Physical damage. If your device has been broken by hitting floorboards, road, rocks etc.
  • Unauthorised repairs. If your device has been worked on or opened before you send it to us. This is naughty, and it makes the manufacturer’s warranty void.

If your device is beyond economic repair you still have options.

  • Alternative insurance - You could consider claiming under other insurance policies you might have (like household insurance).
  • Upgrade - It’s worth considering paying off the remainder of your Device Plan and upgrading. The closer you are to the end of your contract the less you’ll have to pay off, so it could be surprisingly affordable.
  • Getting a ‘Like New’ phone - We have reconditioned phones that are like new. And you can pick one up from us for a fraction of their original cost.

No proof of purchase

This means we have no record of selling your handset to you. There are typically two reasons for this:

  1. It’s a replacement device from a previous repair
  2. It was purchased elsewhere. You might have an O2 sim but the device was bought from another company. Speak to the manufacturer if the device is under warranty or to the company that sold it.
Get in touch

If you’ve got any questions about exchanging or repairing your device/accessory, contact us or pop into your nearest O2 store.

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