Tesco Mobile Return, Refund and Exchange Policy

Tesco Mobile Order Policies:

Read below for Tesco Mobile Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

Tesco Mobile Return, Refund and Exchange Policy

1. COOLING OFF PERIOD

14-Day Cooling Off Period

When you buy your Tesco Mobile phone or SIM card it includes a cooling off period of 14 working days from when you receive it, which gives you extra peace of mind. If you change your mind within this time, you can return it to us ‘as sold’ for a refund or an exchange.

Usage Charges During Cooling Off Period

If you’ve used any minutes, texts and data, you’ll need to pay for them. If your usage is within your tariff’s monthly allowance, the most you’ll pay is the equivalent of your monthly tariff. If it’s less, we’ll refund you the difference.

Full Refund Conditions

If you’ve not used the phone or SIM card within the cooling off period, we’ll give you a full refund on your next payment date.

2. FAULTY DEVICE RETURNS

30-Day Faulty Device Policy

If your phone is faulty and it’s within 30 days of when you bought it then we are happy to refund, repair or exchange it.

Warranty Coverage

Your phone comes with our 24 month Tesco Mobile warranty that covers all manufacturers except Apple phones which have a warranty for 12 months.

If you’ve purchased a like new (refurbished) handset, then these come with 24 months warranty.

3. PAY MONTHLY DEVICE RETURNS AND EXCHANGES

Cancellation Process

To cancel your pay monthly contract for any device bought in store, online or over the phone, please complete our cancellation form. Store purchases can also be returned to store.

Exchange Process

To exchange your pay monthly device bought online or over the phone please call Customer Care on 0345 301 4455. To exchange your pay monthly device bought in store please return to store to do this.

Collection Service

Once you’ve booked in your return either online or with our Customer Care team, we’ll text you to confirm your booking.

Bookings made before 1.30pm will be collected the next day. Bookings after 1.30pm will be collected the day after.

Pre-Collection Requirements

Before your phone is collected please make sure you have completed the following steps:

• Back up your data and reset the phone to factory settings
• Remove all personal information

If you’re not sure how to do any of this, you can use our interactive device guide, which will show you step-by-step.

4. PAY AS YOU GO DEVICE RETURNS

Store Purchases

If you wish to return or exchange a pay as you go device bought in store, please return to store to do this.

Online Purchases

If you bought your phone online, please contact our customer helpline on 0800 323 4060 or 0330 123 4060 local rate from a mobile phone) and we’ll arrange to collect it from you.

30-Day Return Policy

If you change your mind within 30 days of buying your pay as you go phone, we’re happy to refund or exchange it, as long as you return it to us with the receipt, and all original undamaged packaging and accessories.

Top-Up Vouchers

Any top-up vouchers you’ve bought in store may also be returned within 30 days of purchase, as long as they’re returned with the receipt, all original undamaged packaging, and any top-up or credit must be unused.

Online Top-Ups

For top-ups made online, via the Tesco Mobile app or by phone, there’s a 14 day cooling off period where any unused credit may be refunded if you let us know within this period that you’ve changed your mind.

Tesco Mobile Customer Service:

Telephone Number: 0345 301 4455

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