Returns Policy
You have the right to cancel your order within 14 days of the delivery date (not including the day of delivery). If you wish to cancel, please contact us through the eBay messaging system and we will arrange cancellation straight away.
It is your responsibility to return the goods to us. Please retain proof of posting, the goods remain your responsibility until they are received by us. If you cancel your purchase and the goods that you return are damaged or have reduced in value because you have unreasonably handled them, we may recover the loss in value of the goods from you, or make a deduction from your refund (as appropriate).
New Contract and SIM-only connections: Please note that when you ask us to activate your SIM card you are agreeing that we can start your network services before the end of the cancellation period. If you then cancel your contract, we may charge you for the line rental and other network services you used before cancellation, together with any charges due for the remainder of the minimum contract term you agreed to.
Prepay and top-up voucher purchases: Please note that by requesting a top-up for your SIM card you are agreeing that we can start providing your network services before the end of the cancellation period and that by doing so, you lose your right to cancel your purchase of the top-up voucher. However, you still retain the right to cancel your contract for the purchase of any associated prepay device.
Faulty/Blacklisted and SIM Locked Equipment: If after receiving your SIM card from us you discover that your equipment is faulty, blacklisted or has been SIM locked by another provider we cannot offer a refund for your airtime unless you have not yet requested activation of your SIM. It is your responsibility to check that your equipment is fully functioning and not SIM locked before you buy airtime from us and ask us to activate it.
What if my goods don't work? In the unlikely event that your goods don’t work we will do everything we can to help you.
Faulty goods* returned less than 30 days after your date of receipt
For all devices, please call our technical support helpline. We hope your device will be working as expected after your call, but if it's not, please call our customer service team and we'll happily look into providing an identical exchange (or a refund, for standalone and prepay devices only).
Faulty goods* greater than 28 days after your date of receipt
For all devices which are within the manufacturer's warranty period, should the Technical Support Helpline be unable to resolve your fault, then they will be happy to book your device in for a repair. This service is free of charge subject to manufacturer's warranty. Where there are circumstances which have reasonably prevented the return within 28 days we will happily provide an identical exchange**
Please note:
* We will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this, as accidental damage is not covered by the warranty, if you wish us to, we will gladly arrange a repair for you.
** The right to return faulty goods applies to the goods only and will not entitle you to terminate your network contract (where applicable) with your network provider. Important Where a refund is provided for prepay devices, this will only be given in respect of the price paid for the goods and cannot be provided for any airtime and you should retain your SIM card to use any airtime purchased with the goods. All exchanges are subject to stock availability. Where possible, goods must be returned with the original and intact packaging. Our returns policies do not affect your statutory rights.
