What is the returns policy?
We will be happy to accept a return, and offer an exchange or refund, as long as you notify us within 14 days of the day you receive your product(s), unless otherwise stated as part of a promotion. You will then have a further 14 days from notification to return your product(s) to us.
A full refund will not be provided (and a reduced amount refunded instead) if:
a) you have handled the product more than if you were reviewing it in a retail store before purchase (e.g. you have used it more than is necessary to establish its nature, characteristics and functioning). Including if you have installed the product(s), connected the product(s) to services such as water or gas, or inputted any data, or installed software. We will make a minimum of 20% deduction from your refund for the reduction in value of the product(s). This reflects the minimum reduction in the value of the product caused by this handling;
b) the product(s) are not returned in an as new condition with all original packaging, accessories, and any free of charge products supplied with the product(s). We will reduce the refund amount to reflect the value of any accessories or free of charge products not returned; or
c) the products(s) are returned damaged.
An example of reductions that may apply:
|
Reason |
Partial Refund Amount |
|---|---|
|
Free of charge item is not returned |
You will receive your refund minus the free of charge item value |
|
Installed the product |
Minimum 20% reduction from your refund if you have installed the product(s), or connected the product(s) to services such as water or gas |
|
Used the product |
Minimum 20% reduction from your refund if you have inputted any data, installed software onto the product or if earbuds/earphones have been used |
Returns refund details
Once we have received your returned order, we will process a refund or exchange as set out in the Terms and Conditions of Sale. We will email confirmation that your return has been received, and again, when it has been processed.
All returns can take up to 14 days to process. If you have not received confirmation of your return after 14 days, please contact us. A Customer Support agent will be in touch, if we require any further information to process your return.
Returns packaging process
Please securely package your item in the original packaging, along with any bundled or promotional items you received with your order (whether free or discounted).
The items you have to return depends on whether you ordered a single item or multiple items, and in the case of multiple items, whether any were free gifts or discounted items as part of a bundle deal, see below for details.
What do I need to include in the return?
If you ordered a single item and received nothing else, then simply return that item in its box, including any accessories and documentation contained within.
If you ordered a phone with an inclusive network contract and SIM card, all items must be returned to us within 14 days. For more information, please visit the Phone Contracts page.
If you ordered an item that came with a free gift(s), then it must be returned along with the original item(s) you ordered. Charges may apply if you fail to return any free gifts you received with your purchase.
If you are returning an item(s) and received cashback on your order, please note that the full amount of cashback will be retrieved from your chosen payment method, once your return has been processed.
All items purchased as part of a bundle deal that benefitted from a discount to either the original item, the additional item(s) or both, must be returned along with the original item. Charges may apply if you fail to return any items that formed part of the bundle deal. If you still wish to purchase any of the individual items in your order, you must place a new order for the item you want.
If you ordered multiple items that weren’t part of a bundle deal or you paid full price for each item, you do not need to return anything other than the items you indicated are to be returned, along with any in-box accessories and documentation.
Other related questions
In cases where exceptional circumstances prevented you from returning your product(s) within 14 days, you can still return it, as long as you let us know during that time.
If you believe your product is faulty, you have up to 30 days from delivery to notify our customer services team to confirm whether you require a repair, replacement or refund. After 30 days, please contact us to discuss your options.
While in your possession, you must take reasonable care of the product(s). Products must be returned undamaged. See the 'If your product is damaged on delivery' article for instructions of what you must do if your product(s) arrived damaged.
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