We want you to be completely happy with anything you buy from us. But we know that sometimes things can go wrong. When that happens, we’ll try our best to fix the problem wherever we can.
If you have an O2 Refresh Phone Plan and change your mind.
Within seven working days, you can cancel your O2 Refresh package as part of our change of mind policy. This means you cancel both the Airtime Plan and Phone Plan, get a refund on your upfront phone payment and return the phone to us.
However, if you’ve signed up to O2 Refresh by buying out of your previous contract early, there is no change of mind.
You have 14 days to change your mind about buying the phone with a credit agreement. You can’t return the phone to us after the 7 day Change of Mind period ends so you’ll need to buy it outright. You can still carry on with your Airtime plan.
If you change your mind about your purchase on a handset tariff.
If the product you’ve bought isn’t quite what you wanted, you’ve got 7 Working Days to:
1. Swap it for something else (you can only do this once). If you choose a more expensive product, you’ll need to pay the difference.
2. Get your money back
You’ll still have to pay for any service you’ve used (like calls, texts or data, including roaming). We'll charge you for this after you’ve brought the product back.
There are some exceptions to this policy such as gaming consoles and sat navs. Click the 'What products do we sell where our standard returns and repairs policy doesn’t apply?' section below for more details.
If there’s a fault with your purchase
In the first 14 days: we’ll either give you a replacement or your money back. You’ll need proof of purchase, all the original parts, any accessories or free gifts and if available, packaging.
After 14 days: you’ll need to take or send it back to us. We’ll try to get it fixed for you. You might have to pay in some cases (for example, wear and tear or if the product was damaged after you bought it), but we’ll let you know before we fix it.
If you have an iPhone 5 or have purchased an iPhone 4 or iPhone 4s online or via O2 telesales on or after 8th October 2012 you will need to return your handset to a Carphone Warehouse store.
You may also have rights under any manufacturer’s warranty. Alternatively you may have taken out insurance to cover any damage.
This policy does not affect your statutory rights.