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Payments, Returns and Refunds
Payments
We can take payment from only UK debit/credit cards. We accept Visa, Mastercard, Switch, American Express, Diners, Solo and Duet. We do not
accept Electron cards.
We do not take payment for your order when you confirm the order on the site. This is done only once your order is processed. If the despatch
of your order is delayed because of problems gaining authorisation for payment or for any other reason, you will be notified by email or phone.
Returns
We have two different return policies depending on whether you made your purchase
online or with our Direct telephone sales team; or in one of our stores. Find out more information on these policies in accordance with our
14-Day Exchange Promise and the process of returning a product:
You can find out more on how to return or exchange a product bought on our
website or through our Direct telephone sales team or return a product in person
at any branch of The Carphone
Warehouse, where our store consultants will be happy to assist you.
Refunds
If you change your mind, we can offer a 14-day exchange on most products, but
generally not a refund. The networks only permit us to offer a refund on Orange
Pay Monthly, Orange Pay As You Go, '3', Virgin and BT Mobile.
Refunds are not permitted on products such as O2, Vodafone, Fresh, T-Mobile,
all upgrades, 'handset only' purchases, accessories, carkits, landline phones,
ringtones and graphics.
Please note that a refund may be permitted if your product is faulty. A refund may also be permitted if you bought the product through our
website or our Direct telephone sales team.
All refunds are processed centrally and can only be made by the same method used for the purchase. If you are due a refund as a result of a
completed trade-in, this will be sent to you as a cheque. Subject to there being no delays in the postal system, you should receive this within
14 days from the date of trading in your old phone.
Acceptance of your Order
All orders placed through the website are subject to acceptance. While we will of course make every attempt to accept your order, there are a number of reasons out of our control, that may cause your order to be rejected.
- In many cases the network or service provider must approve your application before we can supply a pay monthly or upgrade mobile phone. This is done by means of a credit check. If this is declined we cannot proceed with your order.
- Sometimes credit checks result in you being asked to pay a deposit. This is paid at the same time as paying for the phone, and is usually returnable after 6 months of clear billing by the network. If this is the case, you must agree to pay this deposit before we can proceed with your order.
- You must have sufficient funds on your payment card. If your order is rejected because there are not, you will need to give us details for another card before we can proceed with the order.
- Your card and card billing details must match those you tell us when ordering, as these are checked and if they differ, your order will be rejected. If this is the case, your records will be marked to prevent acceptance of future orders, so it is vital that you ensure the card details you give us are correct.
- In any of the above instances we will contact you by email or phone.
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