Carphone Warehouse

You can return most products within 14 days

You can return or exchange almost anything you buy from us online or over the phone to all of our Carphone Warehouse stores. Just let us know within 14 days from the day we deliver your product.

What can’t I return or exchange?

• Top-ups – bought instore, online, over the phone or on your mobile.
• Downloads and apps.
• All headphones that have been opened (this is for hygiene reasons).
• Early upgrade Pay monthly phones. You are getting a discount on the normal termination fee. By accepting the discount you waive your right to the 14 day change of mind option.
• Check what condition your products need to be in to qualify for a return or exchange

Can I return or exchange my new Pay monthly phone?

This table shows our returns and exchange policy for new Pay monthly or 30 day rolling contracts

Network	Can I swap it for a different phone?	Can I change network?	Can I cancel my contract?
	Within 14 days of purchase More information	Within 14 days of purchase More information	Within 14 days of purchase More information
	Within 14 days of purchase More information	Within 14 days of purchase More information	Within 14 days of purchase More information
	Within 14 days of purchase More information	Within 14 days of purchase More information	Within 14 days of purchase More information
	Within 14 days of purchase More information	Within 14 days of purchase More information	Within 14 days of purchase More information
	Within 14 days of purchase More information	Within 14 days of purchase More information	Within 14 days of purchase More information

Can I return or exchange my Upgrade Pay monthly phone?

Yes. However, if your network no longer offers the tariff you were on before you upgraded, visit us in store, or call us on 0800 049 6248^^ to see what other great tariffs are available.

If you want to cancel your upgrade, your original tariff is no longer available and you don’t want to take another tariff, speak to your network to discuss the options available to you.

When will I get my refund?

Credit card refunds take up to 10 days and cheque refunds can take up to 28 days from when your item arrives back at our warehouse.

Royal Mail guidelines on returning a product
Please ensure you are following the guidelines as outlined by Royal Mail

How can I change the name on a contract to someone else’s?

This is called a change of ownership. You’ll find all the details here.

Can I return or exchange the product I bought in store?

There are different policies for all of our products. Use the links below to find out more about the policy for your product.

Mobile phones	Broadband	Other products
Pay monthly phones	Home broadband	Accessories / appcessories
Pay as you go & Pay upfront phones	Mobile broadband	Tablets
SIM free phones		Free gifts
Top-up vouchers / airtime credit		Consumer Finance
Pay monthly SIM only

What to do if something’s not working

If there’s something wrong with your product, you can visit any of our stores to discuss a repair or exchange or alternatively give us a call on 0370 111 6565^.

We’ll let you know if you’re eligible for a return, exchange or repair.

If you’re eligible for a return

• We’ll talk to you about the best way to get it back to us (can be done in store or by post).

• If you have a faulty Pay as you go phone, we can’t refund any unused top-up credit.
• How to return your product by post.

If you’re eligible for an exchange

• We’ll talk to you about the best way to get it back to us (can be done in store or by post).

• If you exchange your item in store, your online or ‘over the phone’ offer may not be available.
• If the product you bought isn’t available, we may give a similar one of the same value.
• How to exchange your product by post.

If you’re eligible for a repairFind out more about our repairs service on our repairs page.

Software update

Lots of common phone problems can be fixed with a simple software update which you can do yourself. Visit this page to see how.

If something’s not working properly, here’s what to do

Pop into any Carphone Warehouse store* with:

• your product
• all the accessories that came with it (including any free gifts)
• Preferably its original packaging
• proof of purchase

We’ll take a look at it, and if we can’t fix it there and then, you’ll be eligible for a return, exchange or repair. You can find out more about our repairs service on our repairs page.

Lots of common phone problems can be fixed with a simple software update, which you can do yourself. Check out our page and see how.

*Carphone Warehouse no longer operates the Samsung Experience Stores from 4 March 2017. This means that products purchased at a Samsung Experience Store prior to 4 March 2017 should be returned or exchanged in a Carphone Warehouse store. Products purchased on or after 4 March 2017 should be returned or exchanged at a Samsung Experience Store.

Faulty TVs

If your TV is faulty when you get it or it develops a fault soon afterwards, call us on 0370 111 6565^ to find our whether you’re eligible for an exchange, repair or return.