Questions Answered
Customer Services - Answers
QUESTION: Returns Policy
ANSWER: If for any reason you wish to return a product or receive a replacement product please call our Customer Service Team on 0844 846 0811 for assistance.
We would request that you contact our Customer Service Team as soon as any problem becomes apparent.
We will deal with all replacements and refunds with high priority.
Replacements will be sent out when the original item is returned.
It is the customer's responsibility for the safe return of all goods.
All items returned under our 7 day return policy (i.e. none faulty) must be returned as they were received with their original packaging and full contents included, along with original documentation and proof of purchase. Items returned in a less than pristine condition and/or with damaged or missing packaging will incur charges to cover the cost of the items. These charges will be pursued by MobileShop.com.
Customers who have ordered a mobile phone with an electrical Free Gift who wish to exercise their 7 day right to cancel under the 'Consumer Protection (Distance Selling) Regulations 2000' must return both their mobile phone handset and their Free Gift to us within a reasonable time and in an unused condition. If either of the items are not received within this time period, or either the handset has been used (connected to the mobile phone network for the purpose of calls, texts or internet use) or the free gift has been used (for example user accounts set-up on a laptop) then it cannot be accepted as a 7 day cancellation and you will be liable for the full duration of your contract.
Refunds cannot be given if we judge that the product has been wilfully damaged, misused, neglected, overloaded, modified, adapted or repaired.
Where goods become faulty within the first 28 days and qualify for an exchange, the faulty items must be returned to us, with the original packaging, within 28 days of the date of Invoice. Items returned as faulty and subsequently found to be subject to customer damage will incur charges. These charges will be pursued by MobileShop.com.
Should the return be because of a change of mind the customer will be responsible for all return postage costs. All returns must be made within the first 7 days. For contract mobile phones all returns must be made within 7 days of the date of connection.
We will only refund postage or supply a prepaid packet for faulty items that are returned to MobileShop.com within the first 28 days.
If returned goods cannot be accepted a charge of £9.99 will be made to cover postage.
