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.
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.