Can I return my mobile?

3 mobiles - If you’re a new 3 customer and purchased your mobile via three.co.uk or from our own telesales team and for some reason you change your mind, you can return your phone within 14 days of receipt provided you haven’t used it. You'll also have to return the original boxed accessories and documentation ‘as new’.

The returns policy doesn’t apply:

• to new customers who didn’t buy their mobile via the telesales team or three.co.uk, or
• to new customers who bought their mobile via the telesales team or three.co.uk but have used their mobile. This means that you may not personalise your mobile in any way (including inserting the SIM card and switching the phone on), or use any of the 3 Services, or take photos or videos or load any data onto the mobile, or
• to existing customers who upgrade their mobile.

3 USB Modems

If you’re a new Mobile Broadband customer and for some reason you change your mind, you can return your 3 USB Modem within three days of purchase. If you purchased it via telesales or online, you can return your 3 USB Modem within 14 days of receipt provided you have not used it for more than three consecutive days. You'll also have to return the original boxed accessories and documentation ‘as new’.

In all circumstances

To return your phone or USB Modem it’s important you follow the instructions below exactly.

Act as soon as possible

To meet the terms of our guarantee, eligible returns must be made within the timeframes shown above.

To return your mobile

To get your full refund under the returns policy, you must return your mobile along with the original boxed accessories and documentation ‘as new’ to the retailer within the timeframes shown above. You’ll also need to provide your receipt as proof of purchase. If you are unsure what to do or who to contact, call 0843 373 3333 and we’ll advise you if you’re eligible under this returns policy and how to return your mobile and original boxed accessories. Always keep copies of your receipt and proof of postage.

Your refund will be in the same form as your original payment.

What happens next?

You’ll either have to return to the store or send your mobile back as instructed by the retailer. In circumstances where you need to return it to 3, we’ll send you a pre-paid Special Delivery returns bag in the post with full instructions (so there’s no need to add a stamp when returning your mobile). To make sure you’re covered, it’s vital you use this bag, take it to a Post Office to be sent and keep the Special Delivery receipt. Do not return the SIM card in the post – you should remove it and destroy it.

Checklist:

1.       Contact the retailer who sold you the mobile.

2.       If unsure who to contact call us on 08707 330 333.

3.       Return your mobile along with the original boxed accessories and documentation to the retailer – all in ‘as new’ condition.

4.       Keep a copy of your receipt.

5.       If sending by post also keep a copy of the proof of postage and only send to the address provided by the retailer and where required using the packing stipulated.

Important notes:

1. Our returns policy doesn’t affect your statutory rights.

2. You are liable for the replacement cost of your mobile until it is returned to the retailer. If returning by post your should make sure your mobile is fully insured in the post, so that you can claim if it goes missing.

3. Please also remove the SIM card from the pack and destroy it. Just in case things go astray this prevents any fraudulent use of your mobile.