Returns and refunds

We wouldn't want you to be stuck with a phone or piece of equipment you don't like or can't use. Here's what to do if you want to cancel your purchase and get a refund.

Seven days to decide

You've got a seven-day cooling-off period to cancel your purchase, counting from the day your new items are delivered. More info about how that works will be included in your delivery package. Remember that if you do cancel, you'll have to pay the postage for returning your items to us.

This seven-day cooling-off period applies to:

• All new pay monthly (including SIM-only) and pay as you go connections
• Free pay as you go SIM cards
• Upgrades and renewals
• Accessories

We'll refund what we owe you within 30 days of receiving your request. You'll have to pay for any usage before you return the phone to us. For pay as you go, we won't refund any credit you've spent or any left on your phone when it's returned. For pay monthly, your final bill will include a charge for services used at your price plan rate.

When you return an upgrade, you'll be able to upgrade to a different phone as soon as we receive the returned phone at our warehouse - we'll text you once we've got it.

Four ways to let us know you're returning something

To get a refund, you need to let us know in writing that you're returning your purchase within seven working days of it being delivered.

You can do this by:

• Sending a written notice of cancellation to us at T-Mobile, 4 Main Street, Greenock PA15 1AE
• Emailing us at distribution.helpdesk@t-mobile.co.uk
• Sending us a fax on 01475 884 651 within seven working days of the day you received your equipment, accessories and/or SIM card
• Giving us a call on 08454 122 888

When we receive your notification, we'll let you know where to send the equipment - you must return it to us at the address we give you within seven days of hearing from us. We may charge you for our costs of recovering the items from you if you don't return them to us straight away.