3-Year Warranty Terms and Conditions (from 17 June 2022 onwards) | O2
Terms & conditions
O2 3-Year Warranty Terms and Conditions
1. What is the 3-Year Warranty?
1.1. The 3-Year Warranty is an additional warranty for O2 customers on eligible tariffs (see section 2 below) with Device Plans (the “3-Year Warranty”). The 3-Year Warranty is a Supplementary Service as defined in our standard terms and conditions for the O2 Pay Monthly Mobile services (the “Pay Monthly Mobile Agreement”) available here. The Pay Monthly Mobile Agreement shall also apply to the 3-Year Warranty. These terms and conditions will form part of your O2 customer contract once an eligible request for the 3-Year Warranty has been accepted by us. In addition to the Pay Monthly Mobile Agreement, these terms and conditions set out the agreement between you and O2 in respect of the 3-Year Warranty.
1.2. The 3-Year Warranty applies from the date of purchase and provides additional warranty protection, as detailed in these terms, after any standard manufacturer warranty has expired (see clause 3.2) for a covered device (the "Service").
2. Who is eligible for the 3-Year Warranty?
2.1. The 3-Year Warranty is available to new or upgrading O2 customers purchasing devices on:
certain “Plus Plans” listed on O2.co.uk that include the 3-Year Warranty option; or
any other non Plus Plan tariffs to be determined by O2 from time to time; directly from O2 from 2 September 2021 onwards.
2.2. Covered devices may include phones, tablets, wearables or any other device that O2 specifies on its website from time to time.
2.3. The 3-Year Warranty will expire if you move to an ineligible tariff (including but not limited to a non-Plus Plan), or you upgrade and take a new device or SIM only plan.
2.4. The 3-Year Warranty is not available to existing customers on an ineligible tariff who move to an eligible tariff without also purchasing a new device under a new Device Plan.
2.5. If you fail to pay for any services under your O2 contract you will not be covered by the 3-Year Warranty Service.
2.6. Devices other than those sold to you directly by O2 under eligible tariffs detailed in clause 2.1 or replaced by us under warranty (standard or 3-Year Warranty) will not be covered by the 3-Year Warranty Service.
2.7. Any repaired device provided under the 3-Year Warranty will be covered for the remaining time under the 3-Year Warranty period from the initial purchase date. Any replacement device will be covered until the later of:
the expiry of the remaining time under the 3-Year Warranty period from the initial purchase date; or
the expiry of the manufacturer’s or O2’s standard warranty period.
2.8. The 3-Year Warranty can only be claimed by the original device purchaser and is not transferable to a third party, including in the event that the device is sold or transferred to any third party.
3. What is covered by the 3-Year Warranty?
3.1. If your device suffers from electrical or mechanical fault through normal use during the warranty period, we will repair or replace it (see clause 8.1) for free, including all parts and labour. For information on what is not included in the 3-Year Warranty (and what we might consider to be non-normal use) see section 4.
3.2. The 3-Year Warranty covers your device for a period of 3 years from the date of purchase. Your device will initially be covered by the terms and duration of the manufacturer warranty, after which it will be covered by this 3-Year Warranty up to a maximum duration of 3 years from the date of purchase. For example, if your manufacturer warranty is 12 months, your 3-Year Warranty from us will cover your device for an additional 24 months from the end of your manufacturer warranty.
4. What is not covered by this 3-Year Warranty
4.1. The following are examples of use, damage and faults that are not covered by the 3-Year Warranty:
Any faults or damage not covered by the manufacturer warranty whilst your device is still within the original manufacturer warranty period;
Wear and tear or deterioration due to normal use or exposure;
Cosmetic damage including but not limited to scratches and dents that do not affect the normal functioning of the product;
Malfunction or damage due to any cause not attributable to the manufacturing and design of the product. This can include accidental damage (including dropping your device), liquid damage, fire, neglect, viruses or improper use;
Any additional repairs if your covered device is damaged as well as faulty. For example, if you send us a device that has a hardware fault and a cracked screen – the hardware fault will be covered, the screen damage will not be covered.
Replacement of consumable parts, such as batteries that degrade over time through normal use, unless failure has occurred due to a defect in materials or workmanship. For batteries this means that ordinary degradation is not covered, but complete battery failure will be covered;
Any device where the serial number has been defaced or removed;
Faults caused by any unauthorised servicing, repairs, or internal cleaning of your device unless undertaken by a manufacturer approved service provider or authorised by us. For example, this includes scenarios where your device has been opened by a non-approved person before you send it to us for repair;
Any data, software or apps installed on your device such as contacts, photos, or music; or
Any use of the product as part of a business, trade or profession.
5. How to claim under this 3-Year Warranty
5.1. If you haven’t already, try our troubleshooter to try and fix the problem yourself using our recommended steps. You may also try any recommended steps given to you by the manufacturer or any product manuals that came with your device.
5.2. If you cannot resolve the issue using the steps outlined in clause 5.1 you can raise a 3-Year Warranty request by:
calling O2 customer services on 202 form your O2 mobile or 0344 809 0202 from a landline (standard UK rate applies); or
6.1. Before you send any device to us for a warranty repair you must:
back up your device, so you don’t lose any important photos, contacts, files or texts. The data on your device may be erased during warranty service or by software updates to troubleshoot your device;
Remove your SIM (unless it’s an eSIM), any case, headphones or adaptors, screen protectors or SD cards as these will not be returned to you;
Disable any security locks/passcodes: check your device settings to find out how to do this. If you don’t disable locks and passcodes, we’ll have to return your device unrepaired; and
iPhone users must switch off ‘Find my iPhone’. If you don’t switch it off before sending your device to us, we won’t be able to attempt to fix your device and will have to return it unrepaired. See this guide on Apple’s website for more information on how to disable ‘Find my iPhone’
7. Sending your device for repair
7.1. If you wish to return your device by mail:
Contact us by calling us to tell us that your device needs repairing (see section 5.2). We’ll send labelled packaging for you to use when returning it to us
Pack up your device or accessory securely and make sure the label’s clearly visible.
Drop off the package at your local Post Office. It won’t cost you anything to send, unless you choose a tracked delivery method.
Once your device arrives at our dedicated repair centre and has been evaluated, you’ll be notified of any issues and advised on whether it can be repaired.
8. How we will deal with your warranty repair
8.1. If the fault is covered we will either fix it or, if for any reason we can’t fix it, we will arrange for a replacement device from fully refurbished stock.
8.2. If we are not able to provide an exact replacement, for example if your device is no longer in production, we will provide a suitable alternative (of the same or higher specification).
8.3. We’ll aim to repair and return your device within four working days of receiving it. You can use our repair progress tracker to see how things are going.
9. Other terms
9.1. O2 is not responsible for any damage which is not O2’s fault or for any loss of data. This exclusion shall not apply to (i) death or personal injury, (ii) fraud or gross negligence; or (iii) fraudulent misrepresentation; or (iv) any other liability that cannot be limited or excluded as a matter of law.
9.2. The benefits provided under the 3-Year Warranty are in addition to those provided under any standard manufacturer warranty and your rights under consumer law. Your statutory rights are unaffected.
9.3. Subject to paragraph 8 of the Pay Monthly Mobile Agreement, O2 reserves the right to make changes to these terms and / or the Service at any time. Please refer to the Pay Monthly Mobile Agreement for more details on our rights to vary and (if applicable) your rights to cancel.
9.4. If any term is held to be illegal or unenforceable, it will be excluded from these terms. The legality or enforceability of the remaining terms shall not be affected.
9.5. These terms and conditions are governed by English law and come under the exclusive jurisdiction of the English courts.