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Return a faulty phone for repair or replacement (if within warranty)

How to return a faulty phone for repair or replacement within the warranty period.

Written by Andy

Sorry to hear about your faulty device. Don’t worry though, we’ll get it sorted, sharp.

If your phone turns up damaged (like a cracked screen), take some clear photos straight away so we can see what’s gone wrong.

Before you take the time to send it back to us, be sure to ask our friendly community. This is because some issues can be resolved without the need to send your handset in for repair.

If within 30 days (refund or replacement)

If after 30 days (repair)

If your phone has developed a fault within the first 30 days, you can send it back to us for a refund or a replacement.

This also applies to phones that arrive damaged upon delivery.

If it’s after 30 days (and still within its warranty) we’ll happily repair any device faults for free.

Repairs generally take 3–5 working days but can take up to 10 working days depending on the issue and workload at the repair centre.

Prepare the return

  1. Log in to your giffgaff account using the account you used to purchase the phone.

  2. Navigate to My Order History.

  3. Locate the relevant phone order and click the blue icon on the right.

  4. Select Return your phone.

  5. Choose your reason for returning the phone.

  6. Select Repair.

​After completing these steps, you’ll receive instructions to download a free returns label with the repair centre address. Use this label to send your phone for repair.

Repairing an iPhone?

Ensure that Find My iPhone is disabled before booking the repair. This feature prevents the repair process from proceeding.
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Follow these steps to disable it:
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  1. Sign in to iCloud with your Apple ID on a web browser.

  2. Go to Find My iPhone.

  3. Select All Devices and choose your iPhone.

  4. Click Erase iPhone and confirm the erase.

  5. Enter your Apple ID password to continue.

  6. After the erase completes, select Remove to remove the device from your Apple ID. Once this is done, return to your giffgaff account and complete the repair booking process.

If the phone was damaged upon delivery, ensure you select a reason that best describes the damage and wait for confirmation before sending the phone.

Preparing your phone for replacement or repair

Before you package your phone

  1. Backup any information that you wish to keep (i.e. photos, documents)
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    For iPhone users, you can back up your data using iCloud or iTunes. To back up with iCloud, go to Settings, tap your name, select iCloud, and choose iCloud Backup. Tap Back Up Now to start the process. To back up with iTunes, connect your iPhone to a computer, open iTunes, select your device, and click Back Up Now.
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  2. Remove any activation locks/tracking applications (i.e. Find my iPhone) from your device.
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    For iPhone users, it is essential to disable Apple’s Find My iPhone feature (also known as Activation Lock) to ensure the return process can proceed smoothly. To disable Find My iPhone on the device:
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    1. Open the Settings app, tap on your name at the top of the screen, select Find My, then tap Find My iPhone, and toggle off the switch.

    2. Enter your Apple ID password when prompted to confirm the change.

    3. If you no longer have the device, visit iCloud.com, log in with your Apple ID, select Find iPhone, click on All Devices, choose the iPhone, and select Remove from Account.
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  3. Disable any personal security code PIN and passcode locks from the device.

  4. Remove your giffgaff SIM card and place this somewhere safe.

  5. Remove any SD cards that may be inserted into your device.

Important: If you have booked your phone for a replacement, make sure to also restore your device to factory settings. This will wipe all data from your phone. So be sure to backup any photos or other files you want to keep.

Packaging your phone

  1. Please send your phone in its original box or suitable packaging.
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    For further information on how to pack your device securely please view this helpful article from Royal Mail.


    Original packaging is not required, but ensure the device is well-protected with secure packaging to avoid damage during transit.
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  2. Attach the address label securely to your parcel.

What to include

For returns, include all original parts, accessories, and packaging to ensure a smooth process.

  • Remove Accessories: Take out your SIM card and any accessories. Do not send chargers or cables.

  • Back Up Your Data: While a factory reset is optional, backing up your data ensures you don’t lose important information. The repair center will wipe the device upon arrival.

  • Packaging: Use sturdy packaging to protect your phone during transit. If you don’t have the original box, any secure packaging will suffice.

  • Postage: Use the freepost label provided. If you can’t print the label, use the QR code at the Post Office to print it there.

Note: Water damage or other physical damage (i.e. cracked screen) is not covered by the warranty. For repairs only, don't include any accessories that came with your phone or the original box.

Things to keep in mind

For repairs, don't include any accessories that came with your phone or the original box.

For phones purchased with financing, additional steps may be required to cancel the loan agreement.

Refunds for payments made to third-party finance providers will be handled by the provider after the cancellation is processed.

Sending us your phone

giffgaff provides a free-of-charge tracked label with the return form, so you can return your device using the Royal Mail 24 tracked service.

You can print this form out at home and attach it to your package. You’ll need to take your package to your local post office so that the barcode can be scanned and a receipt issued for your parcel. Please note:

  • This receipt is your 'Proof of Postage' so please don't lose it.

  • Under no circumstances should your parcel be posted in a letter box.

Don't have access to a printer?

If you’re unable to print the free postage returns form from home, you have 2 options to choose from:

Generate a QR code from the email you receive after booking

  1. If you cannot print the label, the Post Office can print it for you at no cost when you present the QR code.

  2. In your email you’ll have a link to 'Complete Royal Mail return form'.

  3. Click on the link and fill out the form on the Royal Mail website.

  4. This will generate a QR code which you can scan at the Post Office

Write the address on the parcel and take it to a post office

  • It must include the GG-BK reference code and your return address.

  • Your local post office will issue you with a receipt which should be kept as your 'Proof of posting'.

  • Please ensure your phone is sent to giffgaff's repair centre and not the head office.

  • Once your booking is complete, you’ll receive instructions on how to return the phone, which will include the repair centre's address.

Note: giffgaff will not be responsible for any additional costs you may incur for printing or returning your unwanted handset.

What happens next?

After posting, you can track your parcel using Royal Mails Track & Trace service.

You can also track your repair anytime from the Your orders section of the giffgaff site.

  • Pop over to Your orders

  • Click the phone you’ve returned

  • Then click on 'Track/repair'

The return/repairs centre will then let you know when your replacement/repair is accepted.

Note: giffgaff is unable to process any refunds or replacements if the phone is received later than 21 days after the return was booked.

Out-of-warranty repairs

For out-of-warranty repairs, you’ll receive a quote with the following options:

  • Pay for the repair.

  • Request recycling of the device.

Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer.

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