How to return an item if you’ve found a fault or changed your mind

If you’ve just bought a device from us – such as a phone, modem, iPad or accessories– and don't love your new purchase or believe it to be faulty, follow these guidelines if you wish to return it. There are different processes for a change-of-mind return or a fault return, so read on below to find what to do for each situation.

Faulty mobile devices bought from our online store

If you believe the device we sent you is faulty when you open it up then we may be able to remedy it for you and meet all our obligations under the Consumer Guarantees Act. Just call us on 0800 022 022 and we'll send you a courier bag so you can return it. If you’re a consumer, the processes set out here do not affect your rights under the Consumer Guarantees Act 1993.

If you have bought the device from a physical 2degrees store, please return to the place of purchase. If You’re unable to go to a store, please call our Customer Care line and we can send a return courier bag to you.

Please see the process that applies to Apple devices below. If an expert inspects your device and it turns out not to be faulty then we'll send it back to you without replacing it or giving you a refund.

If you buy a mobile device from our online store that stops working within the manufacturer's warranty period, just call us on 0800 022 022 and we'll let you know how what the process is to get it fixed. At this point, you may need to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device, you'll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Warranty claims are also subject to the other terms and conditions that you'll find in the manufacturer's warranty that you'll get with your handset.

Faulty Apple devices bought from our online store

Please note that if you have purchased any Apple device and on receiving the device it turns out to be faulty or becomes faulty at any time during the manufacturer's warranty period, then that device will come under the manufacturer's warranty process. Please call us on 0800 022 022 and we'll let you know how you can get it fixed. You won't be required to pay a bond and if there is a genuine fault with the device the manufacturer will repair it or replace it with a remanufactured Apple device in accordance with the terms of their warranty. Please read the Apple manufacturer's warranty carefully. If you’re a consumer, this process does not affect faults in circumstances where you’re looked after by the Consumer Guarantees Act 1993.

Things to keep in mind before returning a faulty item

• You may need to provide your proof of purchase (usually a receipt or payment confirmation)
• Remember you’ll need to cover your Pay Monthly plan charges, Interest-free charges or any out-of-plan charges you may incur
• Make sure the device you’re returning is undamaged, is in its original packaging, and is complete with original accessories
• Make sure that any security features (like Find My iPhone or Android Device Protection) you enabled when trying out the device have been disabled

Online Change Your Mind Guarantee – mobile device

If you've changed your mind and you need to return a mobile device, just call us within 7 days of receiving your order. As long as the mobile device is still packaged up like new, we'll take it back with no questions asked. By ‘packaged up like new’ we mean the mobile device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact. If you change your mind, simply call us on 0800 022 022 and we'll send you out a postage-paid courier bag, together with a Change of Mind form.

You'll need to complete the Change of Mind form and return it, together with your unopened mobile device, to the address given on the form within 7 days of receiving the postage-paid. If you return a mobile device that we don't consider to be ‘packaged up like new’, we won't be able to refund you. Instead we'll give you a call and we may also ask you to pay for the device to be sent back to you.

Online Change Your Mind Guarantee – plans

If you want to cancel your plan, you must call us on 0800 022 022 within 7 days of the date of purchase Terminating your plan may also be subject to usage charges.

If you want to cancel your interest-free mobile repayment option, then you may do so by cancelling it within 7 days of receiving your order. Provided your mobile device is ‘packaged up like new’ (meaning that the device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact) then you may return the mobile device to us and we will refund you any payment made towards that mobile device. However, if we consider that your mobile device is not ‘packaged up like new’ and you wish to cancel the mobile repayment option relating to that mobile device then we won’t be able to refund you and you will have to pay the remaining balance outstanding on that mobile device. We may also ask you to pay for the mobile device to be sent back to you. See more on interest-free phones here.

Online Change Your Mind Guarantee – Prepay SIM cards

If you've changed your mind and you need to return a Prepaid SIM Card, just call us within 7 days of receiving your order. As long as the SIM card is still unused, we'll take it back with no questions asked. If you change your mind, simply call us on 0800 022 022 and we'll get the process underway for you. Unfortunately, the ‘Change Your Min Guarantee’ doesn’t apply to SIM cards that have been used to make incoming or outgoing calls or any Top-ups loaded onto the SIM card.

In Warranty Returns

When to use this form: you have purchased a mobile device directly from the 2degrees online store. The hardware seems to be faulty and you have spoken to Customer Care on 200 who have advised to download the warranty return form. 

Download In Warranty Returns form

Returns for Business

Faulty mobile devices

If somehow the device we sent you turns out to be faulty when you open it up then we may be able to replace it for you at no cost. Call us on 0800 022 022 and we'll send you a courier bag so you can return it. Please see the exclusions that apply to Apple devices below. If we inspect your handset and it turns out not to be faulty then we'll send it back to you without replacing it or giving you a refund.

If you buy a mobile device from My 2degrees that stops working within the manufacturer's warranty period, just call us on 0800 022 022 and we will let you know how you can return it. At this point, you may need to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device you'll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Warranty claims are also subject to the other terms and conditions that you'll find in the manufacturer's warranty that you'll get with your handset.

Faulty mobile devices – Apple device

Please note that if you have purchased any Apple device and on receiving the device it turns out to be faulty or becomes faulty at any time during the manufacturer's warranty period, then that device will come under the manufacturer's warranty process. Please call us on 0800 022 022 and we will let you know how you can return it. We will not require you to pay a bond in respect of your Apple device and if there is a genuine fault with the device the manufacturer will repair it or replace it with a remanufactured Apple device in accordance with the terms of their warranty. Please read the Apple manufacturer's warranty carefully.

In Warranty Returns

When to use this form: You have purchased a mobile device directly from the 2degrees online store.

The hardware has become faulty and you have spoken to Customer Care on 249 who have advised to download the warranty return form.

Download In Warranty Returns form