Our Change of Mind and our Returns & Repairs Policies
We understand that sometimes you may change your mind. That's why we have a 14-day Change of Mind period for all our customers. If you're not 100% happy with your purchase, here's what to do.
All of our customers have the right to cancel their contract within 14 days from when you sign up or when you get your sim and / or device (whichever one's later).
If you're a Refresh customer, you've the right to cancel your whole Refresh deal (both your Airtime Plan and Device Plan Credit Agreement) within those 14 days. Or you can change your device for another one but you can only do this once. If you've signed up to O2 Refresh by buying out your old contract early and then change your mind, you can't go back to your old tariff once your new service has started and you can't get a refund on your old contract buy-out fee.
To cancel:
Let us know that you want to cancel. You can do that by contacting us or you can use the cancellation form hereYou'll need to return all your goods to the same place you bought it within 14 days of telling us you want to cancel the contract. The goods must still be in a brand new condition (including removing any security features and other protections that would prevent us from accessing it - (e.g. "Find My iPhone" in iOS7, any other security app, locking a device to your iCloud account/Apple Store/Google Play account). If you've taken a bundle, this means you'll need to return all the equipment in that bundle. If you received your equipment in the post, print out and follow the instructions on the cancellation form (above).If you've taken a sim only or a bolt-on, with no phone or tablet, then you'll still need to tell us you want to cancel, but you don't have to return the sim. Instead you'll need to break it in half and throw it away. You can do that by contacting us or you can use the cancellation form hereIf you cancel, we'll reimburse you for all the payments you've made, apart from your old contract buy-out fee or any express delivery charges.We also might need to deduct money if the goods come back damaged or used beyond what's reasonable. You're allowed to do what's necessary to make sure that what you've received from us is what you thought you were buying, and that it all works as you expected. But no more than that. You'll be responsible for any damage and reduced value of the goods as a result of your opening, testing or playing with the product. If you use it more than's needed to check it, then we'll have to deduct an amount from your reimbursement to cover the damage. You'll also be charged for any services you've used. So if you asked us to start providing something before the end of your 14 day cancellation period, thenyou'll pay for the services (e.g. calls, texts, data) that you've usedWe will make sure we pay you back within 14 days of you returning the goods or providing evidence that you tried to return the equipment. If you cancel your Device Plan without returning all your equipment you will have to pay for the goods in full, straightaway.
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