Returns and repairs
Bought something from us? Then you have the right to a repair, replacement or refund if it isn’t working as it should.
And you’ve got the right to change your mind too. Take a look at our change-of-mind policy.
Reckon your device is faulty? Nobody likes to part with their tech, so there are a few things you could try before sending it to us. First, back up your data so you don’t lose your contacts or snaps. Then install the latest software update and reset your phone to its factory settings. This might solve the issue. If you’re still struggling, try our online troubleshooter. And if you need help, book a free session with an O2 Guru in one of our stores.
Want to return your device? No problem. Just fill out our returns form.
If your device develops a fault within 30 days, we'll either give you a brand new replacement or your money back. It’s up to you. If it’s been more than 30 days, we'll try to get it fixed for you. You might have to pay in some cases, but we'll let you know beforehand. And you’ll have to pay for any chargeable browsing, texts or calls you’ve made.
You can return your device to us to check, repair, exchange or return. Find out how to return a faulty device.
We’ll repair your device as quickly as we can, but you might be able to borrow a replacement while you wait. Ask in one of our stores for more details.
If you’ve returned your device or sent it to us for repair, you can check its status.
- How do I know whether my device needs repairing?
If you’re struggling with your device, try our online troubleshooter. You might just need to update the software or delete some of your apps. If it can’t solve your problem, the troubleshooter will tell you what to do next.
- What if my device has had a fault before?
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.
- How do I return my faulty device?
If you bought a phone or tablet from o2.co.uk, or over the phone with an O2 advisor, you can use our online returns service. If you bought it from an O2 store, you’ll need to return it to store. And if you didn’t buy the faulty product directly from us, you’ll need to get in touch with the seller.
When you send us your device to check, repair, exchange or return, we’ll reset it to its factory settings. This will delete all your info, so make sure that you back up your contacts, photos or anything else you want to keep before you send your device to us. Terms apply.
When you return your device to us, you'll need to make sure it's unlocked and doesn’t have any security software that might stop us from accessing it. If it’s locked or disabled when you send it to us, we might have to charge you for any replacement, or we might not be able to give you a refund.
When you return your device, you'll need to include proof of purchase, all the original parts and any accessories or free gifts. And you should return it with the packaging if possible.
- How can I make sure my data’s safe?
When you send us your device to check, repair, exchange or return, we’ll reset it to its factory settings. This will delete all your info, so make sure that you back up your contacts, photos or anything you want to keep before you send your device to us. Terms apply.
- What if my device is damaged rather than faulty?
If your device is damaged, your warranty might not be valid. We’ll let you know if the problem’s been caused by damage rather than a fault. If this is the case, we’ll need to charge you for any repairs.
- What if O2 can’t help with my faulty device?
We’ll always help where we can, but sometimes this isn’t possible. If we can’t help with your faulty device you might want to check the manufacturer's warranty and your insurance cover..
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