We’re sorry to hear you’ve had a change of heart – and would love it if we could convince you to stay with us. Please get in touch if that’s something we can talk about.

Within the first 30 days of having your phone

You just need to let us know you wish to cancel and send the phone back within 30 days. It must be returned in its original packaging.

  • If you are not happy with your refurbished device, it is free to return it within your first 30 days (used or not)

  • Once you've contacted us, we can then send you instructions on how to send the phone back to us

  • Once we have received the phone we will cancel the direct debit mandate within 5 working days

After 30 days of having your phone

If you want to cancel after 30 days, or you have used the phone, you will have to pay an Early Cancellation Charge. You will need to contact us to arrange cancelling and returning the device.

Any Early Cancellation Charge will be calculated as follows:

  • When on a 24 month lease: 18 x your monthly subscription payments minus your monthly subscription payments made before you cancelled

  • When on a 12 month lease: 12 x your monthly subscription payments minus your monthly subscription payments made before you cancelled

For example:

  • If you cancelled your agreement after 12 months (and you hadn't missed any payments), your early cancellation charge would be equal to 6 x your monthly subscription payment if you are on a 24 month lease

  • If you cancelled your agreement after 17 months (and you hadn't missed any payments), your early cancellation charge would be equal to 1 extra monthly subscription payment if you are on a 24 month lease

When you contact us, you will be sent an invoice to pay and once this has been settled, you will be sent a returns email including a prepaid label. The device must be returned in its original packaging in good condition within 14 days.

If the phone is not returned in good condition you will also need to pay a Damage Fee.

At the end of your lease:

You will need to contact us at the end of your lease to discuss your options.

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