The O2 Shop has their own returns policy for all the phones that they sell so it
is advised to visit their website before attempting to make any returns. This page
will attempt to summarise the main points from the returns policy on the different
products that they sell.
Returns/exchanges of a phone
If you would like to return or even exchange a phone then you can return the unwanted
phone within 14 days of receipt in order to qualify for a full refund or exchange
of the phone. If the phone is contractual then you may still have to pay for the
pro-rated line rental time that you used on the SIM card as well as any additional
usage of the SIM card outside of your allocated allowance.
To process the return it is advised that you contact the O2 customer services team
who can advise you on how to process the return or exchange. It is important that
you have your order number as well as full name and address details on hand. SIM
only customers can cancel their tariff within 14 days of activation.
Refunds
If you would like to apply for a refund or even follow up a refund that you have
already applied for, please email the O2 customer services team with the return
date of the phone, returns receipt number (if applicable) as well as the order details
so that your query can be processed quickly and efficiently.
It is advised that to apply for a refund, that the phone is in its original packaging
as well as all documentation and instructions regarding the phone being returned
in one piece. However, if you don’t have the package to return the mobile in within
14 days period then you can contact our customer services team to request a Returns
Pack . Please include the original purchases order number as well as address to
post the Returns pack to.