Return your device
Complete the steps below to arrange a free collection from your door
Terms and Conditions
Please read the following information carefully before proceeding
T&Cs for requesting a cancellation online
No matter how you bought your contract and phone with us, if you wish to cancel your contract and return your phone to us within the 14 days ‘cooling off period’, then you can complete a cancellation request. Please read and agree to the terms and conditions stated below before submitting your cancellation request.
When completing your cancellation request, you’ll be asked to select a date for DPD to collect your phone. This will be confirmed through email and text message from DPD once we’ve processed your request. DPD will then collect your phone on the date requested and will supply you with packaging for your phone at your doorstep. Once we have received and checked your phone, your account will be closed, and your contract cancellation will be completed.
In order to cancel your contract and return your phone to us you must:
Remove PIN locks and Find My iPhone (FMI) / Android Lock
Any security PIN locks, including Android Lock and Find My iPhone (FMI) must be turned off or this could result in charges to your account.
SIM cards and eSIMs
- Remove any physical SIMs from your device and keep them safe
- Uninstall all eSIMs from your device. Contact us if you are unable to un-install your eSIM
Back up your data and restore Factory Reset
To protect your personal data, you should back up your data and restore the phone to its Default Factory Settings before returning to us in order to remove all data from the device. Please also remove your SIM card as we do not require this.
Return the phone as sold
The phone must be returned as sold in its original packaging with all the box contents, together with your receipt. The phone should not have any visible signs of damage including cracked screens or USB ports.
Other ways to cancel your contract and return your phone within the cooling off period
Your Tesco Mobile phone or SIM card includes a cooling off period of 14 days from when you receive it. If you change your mind within this time, you can return it to us ‘as sold’ for a refund or an exchange. If you do not wish to continue with this online form, then you can cancel through a couple of different ways. If you bought your contract and phone either online or over the phone then you can also call our Customer Care team on 0800 50 5555 to cancel. If you bought in store, then please take it back to your nearest Tesco Mobile Phone Shop.
If your phone is faulty
If your phone is faulty and it’s within 30 days of when you bought it, then we are happy to cancel the contract or exchange your phone.
- For a cancellation please complete the online form below
- For an exchange please contact our Customer Care team on 0800 50 5555 (if you bought online or over the phone) or visit your nearest Phone Shop (if you bought in a Phone Shop)
- If your phone is faulty after 30 days of when you bought it please troubleshoot your problem and then book a repair if needed
Usage charges
If you’ve used any minutes, texts and data on the device, you’ll need to pay for them. If your usage is within your tariff’s monthly allowance, the most you’ll pay is the equivalent of your monthly tariff. If it’s less, we’ll refund you the difference. You’ll also pay for anything not included in your tariff’s monthly allowance — for example, calls to 0845 numbers, picture messages or calls and texts to international numbers. If you haven’t used the device or SIM card within the cooling off period, we’ll give you a full refund on your next payment date.
Please expect the collection email from the following email address: collections@tlxmobilereturns.co.uk