Getting a refund for your phone and need to know how to send it back? If you've booked your phone in for a refund here, you might be wondering how to pack or prep it just right. No worries - here’s our easy guide to help you get it sorted smoothly.
Before you package the phone
Backup any information that you wish to keep (i.e. photos, documents).
Remove your giffgaff SIM card & place this somewhere safe.
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.
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
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?
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.
giffgaff is unable to process any refunds if the phone is received later than 21 days after the return was booked.
Note: Once the phone reaches the warehouse and is processed, please allow 3 to 5 business days for the refund to reach your bank account.
Important info about phone refunds
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.
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.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer. Alternatively, ask one of our helpful agents for an answer within 24 hours.