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.
Within 30 days (refund or replacement) | 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. |
Prepare the return
Pop over to Your orders
Click on 'View details'
Click on the 'Return phone' button. Then just follow the instructions.
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.
For returns, include all original parts, accessories, and packaging to ensure a smooth process.
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.
For additional information on how to prepare your phone for return or repair, we have a handy guide.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer.