Returns

Faulty mobile devices

If the device we sent you turns out to be faulty when you open it up then we may be able to replace it for you at no cost and meet all our obligations under the Consumer Guarantees Act. Just call us on 0800 022 022 and we'll send you a courier bag so you can return it. Please see the exclusions that apply to Apple devices below. If we inspect your handset and it turns out not to be faulty then we'll send it back to you without replacing it or giving you a refund.

If you buy a mobile device from the Online Store that stops working within the manufacturer's warranty period, just call us on 0800 022 022 and we'll let you know how you can return it. At this point, you may need to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device you'll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Warranty claims are also subject to the other terms and conditions that you'll find in the manufacturer's warranty that you'll get with your handset.

Faulty mobile devices - Apple device

Please note that if you have purchased any Apple device and on receiving the device it turns out to be faulty or becomes faulty at any time during the manufacturer's warranty period, then that device will come under the manufacturer's warranty process. Please call us on 0800 022 022 and we'll let you know how you can return it. You won't be required to pay a bond and if there is a genuine fault with the device the manufacturer will repair it or replace it with a remanufactured Apple device in accordance with the terms of their warranty. Please read the Apple manufacturer's warranty carefully.

'Change Your Mind Guarantee' - Mobile Device

If you need to return a mobile device just call us within 20 days of your order. As long as the mobile device is still packaged up like new, we'll take it back with no questions asked. By "packaged up like new" we mean the mobile device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact. If you change your mind on a mobile device, call us on 0800 022 022 and we'll send you out a postage-paid courier bag, together with a Change of Mind form. You'll need to complete the Change of Mind form and return it, together with your unopened mobile device, to the address given on the form within 30 days of purchase. If you return a mobile device that we don't consider to be "packaged up like new", we won't be able to refund you. Instead we'll give you a call and we may also ask you to pay for the handset to be sent back to you. Unfortunately, the "Change Your Mind Guarantee" doesn't apply to SIM cards.

'Change Your Mind Guarantee' - Plans

If you want to cancel your Plan, you must call us on 0800 022 022 within 7 days of the date of purchase, otherwise you may be charged a fee for terminating your Plan if you have chosen a fixed term. Terminating your Plan may also be subject to usage charges. If you have purchased a mobile device using your Plan Bonus and wish to cancel your Plan, we will charge you for the cost of your handset.

If you want to cancel your interest free mobile repayment option, then you may do so by cancelling it within 7 days of the date of activation. Provided your mobile device is “packaged up like new” (meaning that the device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact) then you may return the mobile device to us and we will refund you any payment made towards that mobile device. However, if we consider that your mobile device is not “packaged up like new” and you wish to cancel the mobile repayment option relating to that mobile device then we won’t be able to refund you and you will have to pay the remaining balance outstanding on that mobile device. We may also ask you to pay for the mobile device to be sent back to you.

'Change Your Mind Guarantee' - Trade Up

If you exercise your right to Trade Up to a new eligible Trade Up handset in accordance with the Trade Up Terms and Conditions, you can change your mind with respect to your new handset by calling us on 0800 022 022 within 7 days of the date of obtaining your new handset. Provided your new handset is “packaged up like new” in that the device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact) then you may return the handset to us within 14 days of obtaining the handset and we will refund you any payment made towards that handset. We will also return your original handset to you and if the Plan on which your original handset was connected to is terminated, you will be required to pay us the full balance remaining on your original handset. However, if we consider that your new handset is not “packaged up like new” then we won’t be able to refund you and you will have to pay us the remaining balance outstanding on that handset or an early termination charge (as the case may be) if you wish to terminate the Plan to which your new handset is connected to. We may also ask you to pay for the handset to be sent back to you. 

In Warranty Returns

When to use this form:

You have purchased a mobile device directly from the 2degrees online store.

The hardware has become faulty and you have spoken to Customer Care on 200 who have advised to download the warranty return form.

Download In Warranty Returns form

 

Frequently Asked Questions

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