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How to return a faulty phone within the first 30 days of receipt

If your device is faulty when it arrives you can return it for a replacement or a full refund within 30 days of receipt as per our Terms & Conditions. This guide will explain the options available and provides you with easy to follow instructions for every step of the process.

The device received within the last 30 days is faulty, what are my options?

We really are sorry to hear that you have received a faulty device and realise how disappointed you must be. Please don't worry, giffgaff will work with you to resolve this as quickly as possible.

You now have two options available under our terms and conditions, these are:

  • Return the faulty handset & receive a repair/replacement
  • Return the faulty handset & receive a full refund.

It's your choice and we respect whichever decision you make.

Please note: Any physical damage not recorded with our courier on receipt of your package will not be covered under the device's warranty.

How do I return the faulty device within 30 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 faulty device please follow the below step by step instructions:

  • 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 (example shown below) to view the purchase details screen.
  • On the right hand side of this screen please select the button marked "Return your phone"
  • Select your reason for returning your phone. Please select the closest reason within that list, as our return centre will use it to confirm the fault. Please let us know if the phone has been damaged or exposed to a wet environment.
  • Now select if you wish to return your order for a replacement or for a refund
  • Verify all the data you have input is correct and then select to book your return
  • When your booking is confirmed, Please print the return form along with the postage label

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 Any physical damage not recorded with our courier  on receipt of your package will not be covered under the device's warranty.

How do I prepare & package my faulty device?

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

Preparing your handset for return:

  • Backup any information that you wish to keep.
  • Remove any activation locks/tracking applications 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 faulty device.

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.
  • Please send your faulty device in its original box. For further information on how to pack your device securely please view this helpful article from Royal Mail.
  • Attach the address label securely to your parcel.

Sending your faulty device 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 letterbox.

  • 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 the difference in cost between our Royal Mail 24 tracked service stamp and the Special delivery that you have opted for. 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 faulty 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 head office to ensure a speedy process of your return.

IMPORTANT:

giffgaff are unable to process any refunds or replacements if the phone is received later than 14 days since the return was booked.

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 & confirm the fault. 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 14 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

What happens next will depend on which option you have chosen so we have detailed the process for each option below:

  • Replacements

As soon as your faulty handset is assessed by our repairs centre and the fault is confirmed to us we will get a replacement handset processed straight away. This process should take no longer than 5 working days from receipt of your handset by our repairs centre. You will receive an email from giffgaff with a new tracking number so that you can track delivery of your new replacement handset on the DHL Parcel UK's website.

If we don't have the available stock on the site / or we no longer sell the phone, a full refund will be issued to you.

  • Refunds - Ratesetter Loan

If after our returns centre inspect for any damage or missing accessories & confirms the fault 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 5 working 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 & confirms the fault 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 5 working days 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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