How to return your phone if you change your mind

You've got 21 days from when your phone lands with you to let us know if you want to send it back - no questions asked.

Orders can't be amended once placed. Used it? That’s fine. Changed your mind about the colour? Cool, send it back anyway. Just keep it in one piece, and we’re all good. You’ll need to return the original phone and place a new order.

You can place a new order for the phone in your wanted colour at any time. This can be done before or after your refund is processed. The return and reorder processes are handled separately, so there’s no need to wait for one to complete before starting the other.

How to book your phone to return

Here's what to do:

Return online

Pop over to Orders and payments in your Dashboard
Click on View details to find the Return phone button. Then just follow the instructions
Once your booking is complete, you’ll receive instructions on how to download your free returns label. This'll include the repair centre's address.
Make sure you include everything that came with your phone.

Return through the App

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

Prepare your phone for refund

Getting a refund for your phone and need to know how to send it back? Once you've booked your phone to return for a refund, before you package the phone make sure to:

Backup any information that you wish to keep (i.e. photos, documents).
Remove your giffgaff SIM card & place this somewhere safe. If you're using an eSIM, make sure to delete it or switch it to a different phone if you wish to continue using it.
Remove any SD cards that may be inserted into your device.
Disable any personal security code PIN and passcode locks from the device.
Restore the device to factory settings.

Note: Restoring the device to the factory settings will wipe all data from the phone. So be sure to backup any photos or other files you want to keep.

Important info about phone refunds

If you’ve taken out a loan for your phone, we’ll contact your loan provider to cancel the loan agreement and start processing any refunds due.
You’ll receive an email from us when we have processed your refund.
Please allow 3 to 5 business days for the refund to reach your bank account.
Important: Card refunds can only be made to the debit/credit card that was used to purchase your phone.
Important: Any missing items within your return package (earphones, cables, charger etc.) will incur a cost. These costs will be deducted from any refund due.- Refunds for cancelled orders are initiated immediately but may take up to 5 working days to appear in your account, depending on your bank.
Refunds for failed deliveries are issued once the device is received back by giffgaff, with bank processing times applying.
If your refund is delayed, ensure your return has been delivered to giffgaff’s returns centre using your Royal Mail tracking number. Wait at least 3 working days after delivery for the return to be assessed. If there’s no update after this period, contact giffgaff support and provide proof of return, such as a postage receipt. When you return the item, the Post Office will have provided you with a receipt for your return. If there are any queries regarding your return you will be required to provide this receipt to us and it will be sent for authentication to Royal Mail. Failure to provide a receipt that can be fully authenticated by Royal Mail will lead to us being unable to process your return.

Packaging the phone

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

Sending us the 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.

Track return

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”

Don't have access to a printer?

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

1. You can generate a QR code from the email you receive after booking.

In your email you’ll have a link to “Complete Royal Mail return form”.
Click on the link and fill out the form on the Royal Mail website.
This will generate a QR code which you can scan at the Post Office

2. You can write the address on the parcel and take it to a post office.

Please note:

It must include the GG-23 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.
giffgaff will not be responsible for any additional costs you may incur for printing or returning your unwanted handset.

When the phone is sent back, the return/repairs centre will then let you know when your return is accepted. Once the phone reaches the warehouse and is processed, please allow 3 to 5 business days for the refund to reach your bank account.

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

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