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Our returns policy

Our returns policy (within the first 30 days)

Important: Changes to our returns process during lockdown

With stores reopening across the UK, our extended returns period came to an end on 1 July, and the returns period is once again 14 days. If you bought your device before 1 July, you can still return it within 28 days of the day you received it.

Want to return an order?

Here’s everything you need to know if you want to return your item for a refund.
If you’ve changed your mind in the first 14 days, and want to exchange it for something else, check our change of mind policy.

The window to return

Once you’ve got your new purchase in your hand, you have 14 days if you want to return it for a refund. After that, we would only accept a return if the device has a genuine fault within the first 30 days.

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 together.

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 together.

If you sent your old device to O2 Recycle when joining O2 or upgrading, we won’t be able to return it to you if you cancel and return your new device for a refund.

How do I get started with a return?

If you’ve changed your mind and want to choose another device, but keep your connection, the below process doesn’t apply to you; please check our change of mind policy.

We’ll only offer an exchange or refund for devices purchased directly from O2, either in store, online or over the phone. If you bought your device from an authorised seller, you’ll need to contact them to discuss a return or exchange.

If you ordered directly from O2 – either in store, online or over the phone – after 10 March 2020, please follow the steps below:

  • Register your return here
  • Securely seal the returns packaging add your return address on the back
  • Take to a Post Office and request a proof of postage (we recommend using special delivery). You can find your nearest Post Office at their branch locator. Opening times may differ from normal at the moment, so you may want to call them and check before setting off
  • Once we’ve received your return, we’ll process your cancellation within 14 days 
  • Any eligible payments made, including upfront costs, will be credited to your O2 account. You can check your account using MyO2, where you can also request for any final credit balance to be returned to your bank account.

Before you return your device, 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. Find out more

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. 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.

When returning a device to us for exchange or cancellation, please make sure it’s the right one. If its unique IMEI number doesn’t match the one we originally supplied, you may be charged the full value of the device.

My device is faulty – what do I do?

Head over to our repair help page

FAQs

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.

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.

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 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.

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 28 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 28-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 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.

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