We know that sometimes things just don’t work out. If you bought a phone from giffgaff and you’re either not happy with it, or it’s developed a fault, you have a few options to return your phone.
Please choose the option that suits your situation best:
You have 21 days from the date of delivery to tell us that you wish to return your phone for any reason, including refurbished phones. Even if you’ve used it and as long as it’s not been damaged, you’re welcome to return it for any reason. Yes, even if you just don’t like the colour.
Pop over to Your orders
Click on “View details” to find the “Return phone” button. Then just follow the instructions
Make sure you include everything that came with your phone Refunds and any related loan cancellations are typically processed within 3 working days once the phone arrives at the returns center. Refunds to your original payment method can take up to 5 working days to appear on your statement.
We’re sorry to hear there’s a problem. We want to sort out any issues as quickly as possible.
Before you take the time to send it back to us, be sure to ask our friendly community.
Because some issues can be resolved without the need to send your handset in for repair. If within 30 days (refund or replacement) your phone has developed a fault, you can send it back to us for a refund or a replacement. Follow the instructions below.
If After 30 days (repair) If it’s after 30 days (and still within its warranty) we’ll happily repair any device faults for free.
Pop over to Your orders
Click on “View details”
Click on the “Return phone” button. Then just follow the instructions.
Note: Water damage or other physical damage (i.e. cracked screen) is not covered by the warranty. If you used financing, the loan cancellation will also be processed upon return.
For phones returned within the 30-day window due to faults, refunds and loan cancellations are typically processed within 3 working days, and refunds to your original payment method can take up to 5 working days to appear on your statement.
Read more about how to prepare your phone for return or repair.
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.
Returning your device using the giffgaff App
All you have to do is:
On the home screen, tap "Account" on the bottom right corner
Select "Payments"
Scroll down until you see "Order and payment history" and click "View"
Find the phone you wish to return and select "View details"
Scroll down until you see "Problem with your phone?" and click "Return or repair phone"
Then just follow the instructions to complete the return
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer.