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Returning your phone within 21 days of receipt - Changing your mind

If the phone you've bought isn't quite what you wanted, you've got 21 calendar days (approx. 14 business days), starting on the day following receipt of the phone, to change your mind and claim a full refund. In order to do this, please follow the below instructions on returning your unwanted handset.

If your new handset has a fault on receipt please see this article for further instructions.

The handset I've bought isn't quite what I wanted, What can I do?

We are sorry to hear that the handset you purchased is not as you expected. Don't worry, you have 21 days, starting on the day following receipt of the phone, to change your mind and claim a full refund. If your final decision is to return the handset, complete the steps in the next section. 

Once a change of mind has been booked, the return booking will stay open for 14 days in order for giffgaff to receive the phone. If we don't receive the phone by that time, we will close the booking. Once the booking is closed, raising another return is not possible. 

How do I return an unwanted handset within 21 days of receipt?

Don't worry, we have you covered. All returns to giffgaff MUST be booked through our system so that your handset return is allocated a unique reference number. You can keep a track of where your device is at any time through your giffgaff account.

To return your handset:

  • Log in to your giffgaff account
  • Select My Payments
  • Select My Order History
  • Select the relevant Phone Order by clicking / pressing on blue icon on the right to view the purchase details screen.
  • On the right-hand side of this screen please select the button marked "Return phone"
  • If you are within the 21 return period (for a change of mind) you will see the return window.
  • Please select the reason for the return. If you're returning your handset for a refund please select one of the four reasons.
  • When you select one of the four reasons shown above you will see the below screen appear:
  • Select Continue to confirm your reason for return.
  • When your booking is confirmed, Please print the return form along with the postage label. If you can not print the return label please note the return address & reference number as you will need this to return your handset. 

If for any reason you can't book your return online, please contact one of our agents who will be more than happy to assist you further with this process. Please note the above link will only work if you have purchased a handset from giffgaff.

Note: Once the booking is confirmed, there is a timeframe of 14 days for you to return and us to receive the handset.

How do I prepare & package my unwanted handset?

Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process here.

Preparing your handset for return:

  • Backup any information that you wish to keep.
  • Remove any activation locks / tracking applications (e.g. iCloud) from your device.
  • Disable any personal security code PIN and passcode locks from the device
  • Remove your giffgaff SIM card & place this somewhere safe
  • Remove any SD cards that may be inserted into your device.

We also recommend data wiping your device before sending us your unwanted device.

Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process here.

Packaging your handset for return:

  • Please pack all accessories that came with your phone, these include any removable batteries, charger, memory card, headphones, free gifts.
  • Send your unwanted device in its original box. For further information on how to pack your device securely please view this helpful article from Royal Mail.
  • Copy of the returns form.
  • Attach the address label securely to your parcel.

Sending your unwanted handset back to giffgaff

giffgaff provide a FREE of charge tracked label with the return form so that you can return your device using the Royal Mail 24 tracked service.

You will need to take your parcel to your local post office so that the barcode can be scanned and a receipt issued for your parcel. This receipt is your "Proof of Postage" so please don't lose it. Under no circumstances should your parcel be posted in a letter box.

  • Can I upgrade my parcel from Royal Mail 24 tracked service to Special delivery?

YES. When you hand over your package to the Post Office, please ask the counter agent to upgrade the postage service to Special delivery, you will need to pay for this service as the label provided only covers the service "Royal Mail 24" tracked service stamp. giffgaff will not be responsible for any costs you may incur due to any upgrades to our delivery service.

  • How do I print off a free label if I don't have access to a printer?

If you are unable to print the free postage returns form for any reason you may instead write the address on the parcel and take it to a post office. It must include the GG-23 reference code and also your returns address. Please, ensure that giffgaff receive the phone within 14 days of booking your return.  giffgaff will not be responsible for any costs you may incur for printing or returning your unwanted handset. Your local post office will issue you with a receipt which should be kept as your "Proof of posting".

  • What is the address I should send my unwanted device to if I need to write my own returns label?

If you need to write your own returns label, the address to send your device will be clearly displayed on the screen during the booking process (even if you can't print off the returns label). Please, ensure phones are sent to giffgaff's repair centre and not to the head office to ensure a speedy process for your return.

IMPORTANT:

giffgaff will unable to process any refunds if the phone is received later than 14 days since the return/repair was booked.

Can I cancel my giffgaff SIM & goodybag?

Yes. From the moment you activate your SIM, you have 14 days to try out our service and let us know if you wish to cancel your account (This is called the Cancellation period).

If you wish to cancel your SIM / goodybag / airtime credit that you have already purchased within 14 days of activation please contact one of our agents using this direct link. Our agents will be more than happy to assist you with your cancellation request & any refund as appropriate.

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

  • If you purchased credits, giffgaff will reimburse the remainder (i.e. your current balance).
  • If you purchased a goodybag, you will be refunded in proportion to the amount of the goodybag you have not used. A completely unused goodybag 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, giffgaff will send you separate instructions for your refund. giffgaff 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 request a PAC code before you request us to cancel your account. You can request your PAC code on this page. PAC codes are only valid for 30 days.

What happens next (Tracking and Refunds)?

At any time after posting you can track your parcel using Royal Mails Track & Trace service.

When our return centre receives your parcel you will receive an email to confirm its receipt.

Our returns centre will inspect for any damage or missing accessories. When these checks are complete, our return centre will let you know if your return is accepted. If your return is rejected (due to missing items or past the 21 days since booking your return), the parcel is automatically returned to the address listed within your giffgaff account.

You can track the progress up until this point by:

  • Logging in to your giffgaff account
  • Select My Payments
  • Select My Order History
  • Select the relevant Phone Order by clicking / pressing on blue icon on the right to view the purchase details screen.
  • On the right-hand side of this screen please select the button marked "Return your phone"
  • You will now see the status of your returned device

Refunds - Ratesetter Loan

If after our returns centre inspect for any damage or missing accessories our finance team will start to process your refund. If you have taken out a ratesetter loan for your purchase we will contact ratesetter to cancel the loan agreement & start processing any refunds due. You will receive an e-mail from us when we have processed your refund. Please allow 3 to 5 business days for the refund to reach your bank account or credit card account.

Refunds - Debit / Credit Cards

If after our returns centre inspect for any damage or missing accessories our finance team will start to process your refund. You will receive an e-mail from us when we have processed your refund. Please allow 3 to 5 business days from the date of this email for the refund to reach your bank account or credit card account.

IMPORTANT

Card refunds can only be made to the debit / credit card that was used to purchase your handset. In order to speed up the refund process please insert your card details into your giffgaff account here, this will enable us to promptly refund any refund due.

Please note: that any missing items within your return package (earphones, cables, charger etc) will be charged at the following costs. These charges will be deducted from any refund due.

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