Tesco Mobile UK offers a 14-day return window for pay monthly devices and online top-ups, though different product categories have their own return periods ranging from 14 to 30 days. You can return items by mail through DPD collection or in store, and the device must be in original packaging with all accessories included.
How returns work
You may return devices by mail through DPD collection, which you can arrange by phone or online booking. Alternatively, you can return devices purchased in store directly at a Tesco Mobile location. Before returning, you must back up and reset your phone to factory settings, remove all security locks and anti-theft functions, ensure it is in the same condition as sold, and include it in its original packaging with all accessories and without any SIM or memory cards.
Exclusions and restrictions
Pay as you go Essentials SIM cards and no-contract SIMs purchased in store are non-refundable. However, the retailer does not publish a comprehensive list of excluded product categories beyond these SIMs, though certain items like top-up vouchers and accessories are subject to different return windows.
Refunds
The retailer does not state how refunds are processed or the timeframe in which money is returned to you after an approved return.
Frequently asked questions
How long do I have to return a pay monthly phone?
You have 14 days to return a pay monthly device. This is a cooling-off period that applies to pay monthly phones and SIM cards purchased from Tesco Mobile UK.
What is the return window for pay as you go phones?
Pay as you go devices have a 30-day return window. This is longer than the standard 14-day period for pay monthly phones.
Can I return an online order in a Tesco Mobile store?
Yes, you can return devices purchased online at a Tesco Mobile store location. In-store returns are available for devices ordered online.
Do I need a receipt to return my phone?
A receipt is required if you are returning or exchanging a pay as you go device. The retailer does not specify receipt requirements for other product types.
What if my phone is faulty?
Faulty devices are eligible for a refund, repair, or exchange within 30 days. You should contact customer service or return to the store where you purchased the device.
Can I exchange my device instead of returning it for a refund?
Yes, exchanges are available for all device types within the stated return windows for each category. You can arrange an exchange by contacting customer service or returning to a store.
Do I need to include all accessories with my return?
Yes, you must return the device in its original packaging with all accessories included. You should also remove any SIM cards or memory cards before sending it back.