Returns and Cancellations.

We have a 14-day returns period for in-store purchases.

We have a 30-day returns period (using our return by post service) for purchases made on iDmobile.co.uk or through iD phone sales.

You can also cancel your plan outside of these timescales.

Thinking of leaving?

Head to 'Returns' if you're inside your returns period. If you're outside it, go to 'Cancellations'.

Returns.

Returns.
  • If you'd like to cancel your iD phone plan or return an item, please see below for more information.

    We have a 14-day returns policy for in-store purchases, and a 30-day returns policy for anyone who purchases from idmobile.co.uk or via the iD telephone sales team (and uses our postal return service).

    If you're returning a phone, please make sure it's in the same condition it was sold – undamaged and preferably in its original packaging (and including any accessories, such as phone chargers).

    Please don't return any SIM cards to us. If you cancel your plan within your returns period, you can keep your SIM and use it as a Pay-as-you-go SIM. Or if you don't want it anymore, please destroy it.

    If you're outside your returns period, please be aware that there might be a fee applied if you wish to cancel your contract early.

  • Why should I keep my Direct Debit active?

    Please keep your Direct Debit open for one month after you've disconnected, as you'll need to pay for line rental and any usage up to the point of cancellation. If you fail to do this it might affect your credit score.

    If your final bill shows that you're due a refund, we'll be able to process this for you much quicker if you've still got an active Direct Debit. If you'd like us to process a refund for you, please call us on 0333 003 7777*.

  • How should I cancel my plan or make a return?

    Cancelling a plan or returning an item bought in-store

    If you purchased an iD plan in-store, you'll need to go into any Carphone Warehouse store within 14 days of your purchase date to cancel your plan. Please bring your proof of purchase with you. If you got a phone as part of your plan, you'll need to return it at the same time.

    You can make your return in any Carphone Warehouse store - it doesn't have to be the same one that you made your purchase in. You can check here to find your nearest store.

    Cancelling a plan or returning an item bought from idmobile.co.uk or via the iD telephone sales team

    If you purchased an iD SIM Only plan from idmobile.co.uk or via the iD telephone sales team, you'll need to contact us. You can chat with one of our Live Chat agents by clicking 'Chat to us' at the bottom right-hand corner of the screen.

    If you purchased an iD ‘plan with a phone' from idmobile.co.uk or via the iD telephone sales team, you can return it to a Carphone Warehouse store, or by post:

    a) Returning your phone to a Carphone Warehouse store

    You can return the phone to any Carphone Warehouse store within 14 days of your delivery date. You don't need to call us first, but please bring your proof of purchase with you. Check here to find your nearest store.

    b) Returning your phone by post

    You can return your phone by post within 30 days of your delivery date. Please follow these simple steps:

    • 1. Contact us to let us know that you'd like to cancel your plan and return your phone. You can;
      • a) Chat with one of our Live Chat agents by clicking 'Chat to us' at the bottom right-hand corner of the screen.
      • b) Print our returns form, and post it to us confirming your request.
    • 2. We'll then give you a Return Transaction Number.
    • 3. Post your return to the address below by recorded delivery at your own cost (and please keep your proof of postage). You must include your Return Transaction Number and proof of purchase. Any returns made without these will not be processed, but returned to sender.

      CPW Direct Returns
      Building 1
      Long Hollow Way
      Newark
      NG24 2NH

    Returning an item purchased elsewhere

    If you made your purchase through Carphone Warehouse online please visit their returns and exchanges page.

    If you purchased your iD plan elsewhere, please contact them directly for details about how to make your return.

  • The item I ordered is faulty or damaged. How do I return it?

    If your device is faulty when it arrives you can return it for a replacement or a full refund within 30 days.

    If your device develops a fault after 30 days, please take the device into any Carphone Warehouse store. Your device can be repaired free of charge during the manufacturer's warranty period. If the warranty is no longer valid, you'll be charged for the repair.

Cancellations.

Cancellations.
  • If you'd like to cancel your pay monthly handset or SIM Only plan, you'll need to contact us and give us 30 days' notice.

    So, if you want to leave at the end of your minimum contract term, you need to contact us at least 30 days before your contract end date.

    Please note: if you decide to leave before your minimum contract period, you may be charged an early cancellation fee. Your early cancellation fee is available to view in the iD App and my account area, under 'My account.' , 'My plan options' and click 'Thinking of leaving iD?', you will then be shown your 'Estimated cost of a cancellation'.

    The simplest way to get in contact with us is to click on the 'chat to us' button on the bottom right hand corner of the screen. One of our agents will then assist you.

    Alternatively, you can call us free on 7777 from your iD phone, or on 0333 003 7777 from another phone (charges from landlines and other mobile networks may vary).

    If you don't contact us, your plan will keep running. It won't terminate automatically and you will continue to be billed.

How to cancel your plan and keep your number.
  • If you want to keep your existing number on your new network provider, you'll need to get a PAC code from us. The simplest way to do this is by speaking to one of our 'Live Chat agents' by clicking on the 'chat to us' button on the bottom right-hand corner of the screen.

    Alternatively you can call our Customer Services team on 7777 from your iD mobile, or 0333 003 7777 from a landline (charges from landlines and other mobile networks may vary).

    PAC codes are valid for 30 days. If you get one from us, your plan will automatically disconnect after you've used it and your number has been ported out of iD. If you don’t use it, your plan will continue to run.

What happens after your cancellation request.
  • 30 days after your cancellation request, your plan will close (unless you've asked us for a PAC code - then it'll close when you've ported out. See 'How to cancel your plan keep your number' above).

    The day after your plan closes, we issue your final bill. Here are some charges you should expect to see on it:

    • Line rental for a full 30 days after your cancellation or PAC code request was received.
    • An early cancellation fee if applicable (shown as a 'Termination Fee' on your bill).
    • Any out-of-plan usage up until your disconnection date.

    You can also view your final bill using the iD Mobile app or My Account online.

    14 days after your final bill is issued, we'll take a Direct Debit payment for the balance due. If you don't have a Direct Debit, you can use the iD Mobile app or My Account online to make a manual payment. You can also pay via our dedicated payment line on 02034099790.

    After your plan is closed and your final balance due has been paid, you can then cancel your Direct Debit – we don't recommend you do this beforehand, as any late payments will be reported to the credit reference agencies, and may affect your ability to get credit in the future. Please don't return your SIM card to us. You should destroy it by cutting the chip into several pieces, and disposing of it safely.

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