topic Refresh returns in Pay Monthly

Refresh returns

Number_3 — Sun, 14 Sep 2025 06:26:42 GMT

Hi All 😊

Using my refresh upgrade/swop for the first time, what the best ( less painful ) way of returning phone? Can I return my old handset in store ? This feels the safest.

Or is it all automatic once new handset ships? Does all the returns packages come out same time ?

Cheers

Re: Refresh returns

madasaf1sh — Sun, 14 Sep 2025 06:32:02 GMT

@Number_3

If you have done an normal upgrade then you dont send any old handset back, unless you are doing a trade-in, and that case you need to post it to the recycling centre, and o2 will send you a jiffy bag to send it to them, you cant do it instore.

If you have done a switch up online, then it all has to be done via the online process, where o2 will send you a Jiffy bag and again you send it back to o2.

You cant do anything in store for either of these... As you would have had to do it all instore for you to be able to complete the switchup in store..

Make sure you take videos and plenty of photos, and until it has been delivered safely the responsibility for the device condition is yours.

Re: Refresh returns

Number_3 — Sun, 14 Sep 2025 08:03:43 GMT

Hi @madasaf1sh

I definitely have to return phone, sorry should’ve been more specific, am still within the full contract term, but can trigger the 90 day upgrade/swop under the refresh allowance.

But thank you 👍 Im sure i read you could return in store so am glad i asked!

Do you know, do i have to request the returns bits and bobs, or does it all come out with new phone?

cheers

Re: Refresh returns

MI5 — Sun, 14 Sep 2025 10:21:00 GMT

@Number_3

Switch ups can be done in store, just not for pre orders.

The preferred method for switch ups is in store though.