O2 Repair and Returns Policy

O2 understands that sometimes you may change your mind about your phone. If you are an indecisive person, it may serve you well to sign up to O2 Refresh.

O2 Refresh

O2 Refresh lets you opt out of your current contract early if there’s a new phone you have your eye on or you’re just a bit bored of the one you have. If you get a new phone and you change your mind, you can take advantage of the 7 day change-your-mind period. This allows you to cancel your O2 Refresh, cancel the Airtime plan, get a refund on your up-front payment and return the phone to O2.

If you have signed up to O2 Refresh by buying out of your previous contract early you have 14 days to change your mind. You cannot return the phone to O2 after the seven day period so you must buy it outright. You can still carry on with your Airtime plan if you wish. o2 customer service

If you purchase a phone and change your mind within a seven day working period you can swap it for something else (only once). If you choose a more expensive product, you will have to pay the difference. Alternatively, you can get your money back. You will still have to pay for any services you have used including calls, texts and data. This will be charged after you have returned the product.

Faulty Items

If a fault happens within 14 days, O2 will either provide you with a replacement or you will get your money back. If the 14 days have already passed, O2 will try and get the phone fixed on your behalf. In some cases if the fault is severe you may have to pay, but O2 will notify you beforehand.

When you return your phone you will need:

• Proof of purchase.

• All of the original parts.

• Any accessories or free gifts you received at the point of purchase.

• Packaging, where possible.

If you have an iPhone 5 or bought an iPhone 4 or 4S online or over the phone on or after the 8th of October 2012 you will have to return your phone to a Carphone Warehouse store. o2 customer service

You can download a returns label from the O2 website.


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