Returns and Exchanges

Returns

Please let us know why you'd like to return your phone. 

Q. I’m having problems with my mobile signal.Click to Expand
A.

Try these solutions;
 
1) Depending on what phone you have, you can use your home or work WiFi to seamlessly send texts and make calls - even without signal.
 
Setting Up EE WiFi Calling
 
Information can be found on EE’s website.
 
Setting Up O2 WiFi Calling
 
Information can be found on O2’s website.
 
Setting Up Three Wi-Fi Calling
 
Information can be found on Three’s website.
 
Setting Up Vodafone Wi-Fi Calling
 
Information can be found on Vodafone's website.
 
2) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is vailable,
you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
 
3) If you’ve tried Solution 2 above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191
 
4) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise an exchange or repair, by clicking here.

Q. My mobile phone is faulty.Click to Expand
A.

Please see our Faulty Products page for help and advice.

Q. I’d like a different colour or phone.Click to Expand
A.

If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to return your phone.

Q. I’d like a different deal or network.Click to Expand
A.

If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different mobile phone contract for you. Please see how to return your phone.

Q. I received more phones than expected. What do I do?Click to Expand
A.

Please see how to return your phone.

Q. I lost my phone. What do I do?Click to Expand
A.

Try locating it using Find My iPhone (for iPhones) or Find My Device (for Androids). If you can’t track it down, contact your network to cancel your SIM card and get a replacement.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191

Q. Can I trade in my old phone for cash?Click to Expand
A.

You certainly can. Get money for your old mobile here.

Q. How do I get refunded?Click to Expand
A.

If your order hasn’t shipped yet, we’ll return any money you’ve paid as soon as you cancel. Funds can take up to five working days to return to your account, although it can take longer depending on your bank. Contact your bank directly for updates.
 
If your order has shipped, you’ve returned your phone to us and we’ve cancelled your network contract, please allow 14 days (from the day your cancellation is confirmed) for any funds you’ve paid to return to your account. It can take longer depending on your bank. Contact your bank directly for updates.
 
As for network charges, please allow up to 28 days (from the day your cancellation is confirmed) for any funds to return to your account. For more information on network refunds, please contact your network directly.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191

Q. Do I need to include the charger and any accessories when I return my mobile?Click to Expand
A.

As well as the phone, we require all the original contents, including the box, charger and any other accessories, all in pristine condition. If any accessories are used, damaged, or missing, you may be charged. Please see how to return your phone for more detail.

Q. I’d like to keep my phone. Can I stop the return?Click to Expand
A.

Please contact us as soon as possible on 0345 413 6200 (Option 2 followed by Option 2 again) or care@buymobiles.net to check the status of your return. We may be able to stop it in time.

How to return your phone

Q. How long do I have to return my phone?Click to Expand
A.

You have 14 days to return it, so long as:
 
1) The phone is in a pristine condition;
 
2) The original box and all accessories are returned undamaged;
 
3) Any additional gift or promotional products are returned undamaged;
 
4) You have removed any locks or passwords, and the phone is reset to factory settings.
 
To arrange the return of your phone, please call us on 0345 413 6200.
 
Our Returns Terms can be found here: Terms and Conditions.

Q. How do I return my phone?Click to Expand
A.

You have 14 days to return it, so long as:

1) The phone is in a pristine condition;
 
2) The original box and all accessories are returned undamaged;
 
3) Any additional gift or promotional products are returned undamaged;
 
4) You have removed any locks or passwords, and the phone is reset to factory settings.
 
To arrange the return of your phone, please call us on 0345 413 6200.
 
Our Returns Terms can be found here: Terms and Conditions.

How to cancel your sim

Q. I’m on a 1-month rolling SIM. How do I cancel it?Click to Expand
A.

Please call your network directly to cancel your SIM plan.
 
EE: 0800 956 6000
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191

Q. I’m on a 12, 18 or 24-month SIM. How do I cancel it?Click to Expand
A.

You can cancel your SIM only contract within 14 days of receiving the SIM without incurring any costs outside of any usage, so long as any additional gift or promotional products are returned undamaged. To cancel the SIM, please call us on 0345 413 6200.

Exchanges

Please let us know why you’d like to exchange your phone.

Q. I’m having problems with my mobile signal.Click to Expand
A.

Try these solutions;
 
1) Depending on what phone you have, you can use your home or work WiFi to seamlessly send texts and make calls - even without signal.
 
Setting Up EE WiFi Calling
 
Information can be found on EE’s website.
 
Setting Up O2 WiFi Calling
 
Information can be found on O2’s website.
 
Setting Up Three Wi-Fi Calling
 
Information can be found on Three’s website.
 
Setting Up Vodafone Wi-Fi Calling
 
Information can be found on Vodafone's website.
 
2) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
 
3) If you’ve tried Solution 2 above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191
 
4) If you insert your SIM card into another phone on the
same network, and it does get signal, your phone could be faulty. You might
need to organise an exchange or repair, by clicking here.

Q. My mobile phone is faulty.Click to Expand
A.

Please see our Faulty Products page for help and advice.

Q. I’d like a different colour or phone.Click to Expand
A.

If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to exchange your phone.

Q. I’d like a different deal or network.Click to Expand
A.

If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to exchange your phone.

Q. I meant to order a different deal or network.Click to Expand
A.

If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to exchange your phone.

Q. How to Exchange Your PhoneClick to Expand
A.

If your phone has developed a manufacturer fault (not accidental damage), you may be able to get a free exchange or repair. Please read our Terms before booking an exchange or repair.

Q. Exchanging or repairing faulty iPhonesClick to Expand
A.

iPhone customers benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website to troubleshoot your problem.

Q. If you’ve had your iPhone for less than 30 days…Click to Expand
A.

You benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website. They will troubleshoot your fault, and may offer to repair or replace your iPhone for you. If there are any problems, please get in touch with us.

Q. Exchanging or repairing other faulty phonesClick to Expand
A.

If you’ve had your phone for more than 30 days…
 
You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact your manufacturer directly.
 
Samsung - 0330 726 7864 or online
 
Alcatel - 0207 458 0026 or online
 
Archos - 0208 068 1045 or online
 
BlackBerry - Call us on 0345 413 6200
 
CAT - 0844 856 7004 or online
 
Doro - Call us on 0345 413 6200
 
Google - Contact online
 
Honor - 0800 088 6900 or online
 
HTC - 0845 890 0079 or online
 
HP - Contact online
 
Huawei - 0800 088 6700 or online
 
Kodak - 020 330 29656 or online
 
LG - 0344 847 5454 or online
 
Microsoft - 0344 800 2400 or online
 
Moto - 03339 997 550 or online
 
Nokia - Contact online
 
OnePlus - 01252 236 307 or online
 
Oppo - 0800 029 4603 or online
 
Razer - Contact online
 
Sony - 0370 523 7237 or online
 
Xiaomi - Contact online
 
ZTE - 0203 450 8722 or online

Q. If you’ve had your phone for less than 30 days…Click to Expand
A.

We’ll exchange it free of charge, if we can identify a manufacturer fault. Please call us on 0345 413 6200.