Return policy

SIMs

Once you receive a giffgaff SIM, you'll need to activate it on giffgaff.com so we can register it on the network. To do this, you'll need to top up your giffgaff account and confirm you want us to start providing you with our services immediately following activation.

From the moment you activate your SIM, you have 14 days to try out our service and let us know if you want to cancel your registration to giffgaff. This is called the cancellation period.

You can cancel your order by contacting us.

Provided your cancellation request is sent during the cancellation period, giffgaff will refund you as follows:

If you purchased credits, we will reimburse the remainder (i.e. your current balance).
If you purchased a plan, you will be refunded in proportion to the amount of the plan you have not used. A completely unused plan will be refunded in full.

Any refund will be made to the same means of payment you used during the activation of your SIM card. If you used a voucher during this operation, we will send you separate instructions for the refund. We will initiate the refund within 14 days of receiving your request for cancelling your order. Please allow for 3 to 5 business days for the funds to reach your bank account.

Please note that your giffgaff account will be closed ahead of the refund. If you wish to transfer your giffgaff number, you will need to ask for a PAC code. PAC codes are valid for 30 days.

You can also cancel your order during the cancellation period by completing the cancellation form and sending it back to us.

Phones

Changing your mind once you’ve bought a phone

The law gives you a right to cancel an order, for any reason, within 14 days starting the day after the phone lands with you. We also give you an extra 7 days on top of that. So, in total you get 21 days to return your phone to us for a refund.

You can return any phone you have bought from us, including refurbished phones, even if it you’ve used it (as long as it’s not been damaged).

If you want to send you phone back to us, here’s what you do:

Either contact one of our helpful agents;

Or:

Pop over to "Your orders"
Click on "View details" to find the "Return phone" button. Then just follow the instructions

Once you’ve logged your return, you have a further 21 days to send your phone back to us. Before you return your device, make sure you:

Take out you SIM, delete any eSIM profiles and remove memory cards (if you’ve got them)
Back up any information that you wish to keep (e.g. photos, documents, applications) and remove all personal information;
Turn off any security settings like PINs, passwords, patterns, Apple Find My or Google Factory Reset Protection;
Make sure the battery’s in the device (if it’s removeable); and
Box up the phone in its original packaging, along with any accessories and free gifts it came with.

Once you’ve done this, wrap up the phone in protective packaging and send it back to us using the pre-paid label we provide.

You can either take your parcel to a Post Office branch or arrange doorstep collection with Royal Mail. Please do not drop your parcel in a post box – it needs to be handed over in person.

Keep hold of your proof of postage and tracking number – just in case.

Once we accept your return, we will issue you with a refund back to the payment method you used. We reserve the right to proportionately reduce the refund if the value of the phone has decreased as a result of you handling it beyond what is necessary to establish the nature, characteristics and functioning of the item.

It usually takes 3 to 5 working days for you refund to show up in your bank.

If we reject your return (for example, if you haven’t returned the correct item or we don’t receive the item back within 21 days of you telling us you will be returning the order), we will send you an email to let you know.

Returning a faulty phone

We hope you don’t encounter any problems with your phone but, if you do, we want to sort these out as quickly as possible.

Before you take the time to send it back to us, be sure to ask our friendly community. Some issues can be resolved without the need to send your handset in for repair.

If your phone has developed a fault within the first 30 days, you can send it back to us for a refund or a replacement. If it’s after 30 days (and still within its warranty) you can send the phone back to us and we’ll happily repair any device faults for free.

All you need to do is contact one of our helpful agents or:

Pop over to “Your orders”
Click on “View details”
Click on the “Return phone” button. Then just follow the instructions.

Once you have done this, you will have 21 days to send your phone back to us.

Before you send your phone back to us, make sure you:

Take out you SIM, delete any eSIM profiles and remove memory cards (if you’ve got them)
Back up any information that you wish to keep (e.g. photos, documents, applications) and remove all personal information that you want to protect as the phone’s data may be lost of reformatted during the repair or when troubleshooting the phone;
Turn off any security settings like PINs, passwords, patterns, Apple Find My or Google Factory Reset Protection;
Make sure the battery’s in the device (if it’s removeable); and
Box up the phone in its original packaging, along with any accessories and free gifts it came with. Note: For repairs, don’t include any accessories that came with your phone or the original box.

Once you’ve done this, wrap up your phone in protective packaging and send it back to us using the pre-paid label we provide.

You can either take your parcel to a Post Office branch or arrange doorstep collection with Royal Mail. Please do not drop your parcel in a post box – it needs to be handed over in person.

Keep hold of your proof of postage and tracking number – just in case.

Please note: Water damage or other physical damage (i.e. cracked screen) is not covered by the warranty.

For additional information on how to prepare your phone for return or repair, we have a handy guide here.