Returns & Cancellation
Purchases made in-store:
If your purchase was from a Carphone Warehouse within Currys/PCWorld store and if
changed your mind and want to return your item for a refund, you have 14 days from the
date of purchase. Please return your purchase to a store, not via post.
You need to bring your product in its original condition and preferably in its
packaging with all the accessories and other content that came with the product within
14 days of purchase. Your proof of purchase and any free gifts that came with the
Purchases made online or by telephone:
If you have purchased a new device or an upgraded device via distance means (as
in the Consumer Protection Contracts (Information, Cancellation and Additional Charges
Distance Selling Regulations 2013) such as the online shop or over the telephone, you
may cancel your agreement with us at any time up to 14 calendar days after the latter of
entering into this agreement or receiving the device and SIM card, agreement as long as
you give us notice of such cancellation in accordance with the process below. This
paragraph does not affect your statutory rights. To arrange the return and cancellation
of your new agreement, please give us notice of your cancellation and obtain a Return
Transaction Number by contacting us at
or print and complete a Return Request Form and post to
iD Mobile Ltd, PO Box 686, Salford M5 0PA.
You may turn the phone device on and examine the product but must take reasonable
it and we recommend you don’t save anything on it until you are sure you are happy with
it. It must be returned in the condition it was sold, undamaged and in its original
You must return the product (including any conditional free gifts and accessories
were included in the price of the product) within 14 calendar days of your notice to
cancel, quoting your Return Transaction Number and including proof of purchase, at your
cost by sending it by recorded delivery. The address to send the phone or device that
you would like to return will be provided when you receive your Return Transaction
Number. Please note that if you do not return all accessories that were included with
the product, we shall be entitled to charge you for the cost of the missing items.
If you paid for any product(s) upfront, we will issue you a refund within 14
days of us receiving the product(s) back from you.
If you fail to return the product after notifying us within the cancellation 14
days period of your intention notice to cancel, you agree to pay iD the retail price of
the product and you authorise us to take this amount from your credit or debit card or
through such other means as we may require.
To return your purchase and cancel your new agreement you must:
- Notify us in or by completing Return Request Form and
sending it to iD Mobile Ltd, PO Box 686, Salford M5 0PA within the returns period
- Obtain a Return Transaction Number from us.
- Post the product to us by recorded delivery at your own cost, including your Return
Transaction Number and proof of purchase.
Returning an upgrade?
If you upgraded your tariff in a Carphone Warehouse within Currys/PCWorld store, you
not be able to return the device for a full refund if you change your mind within 14
days but you will be eligible to exchange the device for a different model providing
your return meets all conditions above. Returning an upgrade does not result in
cancellation of your iD line. Providing your return meets all conditions above, the new
contract term will be reversed and you will revert to your previous tariff and contract
term. To cancel your iD line entirely you will be required to contact us at www.idmobile.co.uk/help-and-advice/contact-us
or refer to your Terms & Conditions and give 30 days’ notice, and will be required to
pay until either the end of that notice period, or the end of your original contract
term, whichever is the latter. When returning your upgrade, keep your SIM card as you
may want to use it in a new phone device if you choose to upgrade again.
Returning a new pay monthly phone or device?
We recommend you keep and destroy the SIM card once you've returned the
You’ll be liable to pay for any charges incurred on this SIM card until your handset is
returned and the contract is deactivated.
What can't I return or exchange?
- Downloads and apps
- All headphones (this is for hygiene reasons)
If you want to exchange your phone device for something else, you'll need to return
for a full refund and then make a new purchase. New subscription returns will result in
a loss of the phone number you were given, and you may be subject to an additional
Repairs & faulty phones or devices
If your phone device develops a fault within 30 days of purchase contact us at www.idmobile.co.uk/help-and-advice/contact-us
and we'll arrange an exchange.
If your phone device develops a fault after 30 days and is within the warranty
we'll repair it for you through Carphone Warehouse within Currys/PCWorld store. For full
details on how to get your phone device repaired visit Carphone Warehouse's repair page.
If your phone or device has been damaged it can still be repaired but this won't come
under the manufacturer's warranty and there will be a charge.