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O2

Our Consumer Returns & Repairs Policy


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.

Or

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.


What you need to know about returning your purchase to us
How do I return my product?

You should take it back to where you bought it from. If you bought it from an O2 shop, you can take it back to any O2 shop.

If you bought it online or over the phone from us, you’ll need to give us a call to find out how to send it back. You’ll find the right number to call on your bill or here; o2.co.uk/contactus.

What do I need to return?

You’ll need proof of purchase, the product, all the original parts and any accessories, free gifts and if available, packaging.

Will I need proof of purchase?

Yes. You’ll need a till receipt, despatch note or copy of your bank or credit card statement showing the transaction.

Will I need to pay anything?

You’ll 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. Your call charges, particularly those made when abroad, may not be available immediately so we may have to charge you for these later.

What is the ‘distance selling obligation’?

The Distance Selling Regulations mean that anyone who buys something online should be able to send it back in seven working days (this is called a “cancellation period”).

To make things fair, we’ll give you 7 working days to change your mind, the same as if you’d bought it from one of our shops.

What if I got a free gift or accessory with my product?

If you’re returning a product that included a free gift or accessory (like a Bluetooth headset), you must return that too.

I bought an accessory with my product. Can I return that too?

Yes. As long as it’s undamaged in the original packaging, we’ll refund you.
What you need to know about getting things fixed
Will you give me a phone to use while mine is being fixed?

We’ll try our best to lend you a phone but it may not be the same make and model as yours. If you do loan a phone from us, you’ll have to leave a deposit, which will be refunded when you return the phone to us.

What if my phone has the same problem after it’s been fixed?

If it’s within 30 days after we fixed it, you can return it. We’ll replace it with a reconditioned phone that’s either the same, or similar to the one you bought.

Do I need to delete anything from my phone before you fix it?

You’ll need to remove your SIM card and memory card (if you have one in your phone). You’ll also need to decide if you want to remove anything such as personal photographs from your phone’s internal memory.

You should make sure you have a backup of any important personal data information stored on it including but not limited to, contacts, texts, photographs, videos, internet browsing history and music. We cannot accept any liability for any loss of personal data whatsoever.
If you are having problems with accessories
What if my accessory is faulty?

If it was a free accessory, or if it was in the box with a product you bought, you can return it within twelve months and we’ll repair or replace it (at our discretion).

If you bought an accessory from us and it’s faulty, you can return it to us within 12 months. We’ll either replace it or refund you.

We can’t refund or replace accessories that have been damaged, even if it was an accident.
If you want to know more about O2 Mobile Broadband and O2 Home Broadband Takeaway

What’s the O2 Mobile Broadband Happiness Guarantee?

If you’re not happy with your O2 Mobile Broadband in the first 30 days, you can return your USB modem to us. We’ll cancel your contract and refund the cost of any products you’ve paid for. We won’t refund any mobile broadband subscription charges for the time you’ve been connected. This Guarantee may be withdrawn at a future date.

You can read the full terms and conditions here: O2 Mobile Broadband T&Cs.

Can I return my laptop?

If you bought a laptop as part of your mobile broadband package, you can return it and your USB modem (see our O2 Mobile Broadband Happiness Guarantee above) in the first 30 days. We’ll cancel your contract and refund the cost of the laptop.

Does the 30-day Happiness Guarantee also apply to O2 Home Broadband Takeaway?


O2 has sold its home broadband and home phone business to Sky. You can read the full terms and conditions here: O2 Home Broadband T&Cs. 

If you are having problems with iPhones
What if my iPhone is faulty?

Our returns and repairs policy applies to iPhones, just the same as any other phone we sell. The only difference is that all iPhones only come with a 1 year limited manufacturer’s warranty. Most other manufacturers offer 2 year limited warranties on their phones.

But for more information on iPhone see iPhone help.
What products do we sell where our standard returns and repairs policy doesn’t apply?
We don’t offer a 7 working day right to change your mind for some products including those listed below so make sure you make the right purchase as you won’t be able to return your product unless it is faulty.

If you have a fault with a gaming console (such as Nintendo DSi, Nintendo Wii, Xbox 360 Elite or PlayStation 3 Slim) you bought from us, you will need to take or send it back to us. For more information see http://shop.o2.co.uk/promo/gaming

If you have problems with an O2 money card, contact us. You’ll find the right number to call on your bill or here; o2.co.uk/contactus. For more information see http://money.o2.co.uk/

If you have problems with satellite navigation software, contact us. You’ll find the right number to call on your bill or here; o2.co.uk/contactus. For more information see O2 GeneralHelp.

We may update the above list of products from time to time.
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