Returns and refunds

We wouldn't want you to be stuck with a phone or any other piece of equipment you don't like or can't use. Here's what to do if you want to cancel your purchase and get a refund.

7 days to decide

You will have a cooling-off period of 7 days from the date of delivery. During this time you may elect to cancel your purchase. Details as to how you can cancel will be included within the delivery package. In the event that you do cancel you will be responsible for the costs of returning the items to us.

This applies to:

We'll refund what we owe you within 30 days of receiving your request.

You'll be charged for any usage.
When you return an upgrade, you'll be able to upgrade to a different phone as soon as we receive the returned phone at our warehouse - we'll text you once we've got it.

7 days to decide when you use StreetCheck
When you buy online we'll ask you if you want to use StreetCheck, our online coverage checker, to check your network coverage where you live, work and play before you buy.

Customers who use StreetCheck can return their phone within 7 calendar days if their coverage isn't up to scratch - this is called our 7 Day Network Guarantee. When you contact us to let us know you're returning equipment because of bad coverage, you must make it clear that coverage is the reason for sending it back.

3 ways to let us know you're returning something
To get a refund, you need to let us know in writing that you're returning your purchase within 7 working days of receiving the goods, or 7 calendar days if you've used StreetCheck.

You can do this by:
Emailing us at distribution.helpdesk@t-mobile.co.uk
Writing to us at T-Mobile Distribution and Delivery Helpdesk, 4 Main Street, Greenock, PA15 1AE

When we receive your notification, we'll let you know where to send the equipment – you must return it to us at the address we give you within seven days of hearing from us. We may charge you for costs of recovering the equipment if it isn't returned to us straight away.