Returns & cancellation.


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).

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*.

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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 call us on 0333 003 7777* within 30 days of your delivery date to cancel it.

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) Phone us on 0333 003 7777*
    • 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.

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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.

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* Calls to this number can be made using your iD inclusive minutes (calls from landlines or other mobile networks may vary). Calls may be recorded and/or monitored for quality and training purposes.