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About giffgaff

How to cancel

SIMs and goodybags

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, by following the instructions here, if you want to cancel your registration to giffgaff. This is called the cancellation period.

You can cancel your order by contacting us on this page.

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 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, 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 a PAC code. You can ask for it on this page. 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.

Phone purchases

Right to cancel

If the phone you've bought isn't quite what you wanted, you've got 14 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 log in to "My giffgaff", click on "My payments" and then "My order history". Select "View details" of the phone order you would like to return, then select "Return phone".

Follow the on-screen instructions to register your wish to cancel your phone purchase. We will provide you with a confirmation and with a postage-paid label to return the phone, from which point you will have up to 14 calendar days to return your purchase.

Right to Reject

If there's a fault with your purchase within 30 calendar days of your receipt, we'll either give you a replacement or your money back provided the products you received have not been damaged by you in any way. In order to do this, please log in to "My giffgaff", click on "My payments" and then "My order history". Select "View details" of the phone order you would like to return, then select "Return phone".

Follow the on-screen instructions given in the previous section to register that you need to return a faulty phone. Select if you want a full refund or if you prefer to receive a new phone of the same model.

Returning your phone

When you return a phone to us, you need to send the following:

  • The phone, with its original box;
  • All accessories eg.: battery, charger, memory card, headphones, etc); and
  • A copy of the return form.

Remove your SIM card and ensure your personal details (contacts, photos, etc) are backed up.

Please also disable any personal security code (PIN, passcode lock) and any tracking / blocking software or services (e.g. "find my iPhone") ahead of sending the phone back or we won't be able to accept your return.

Please ensure you pack the item securely and include the return form in the package. Use the address label and securely attach it to your parcel.

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

This parcel needs to be accepted at the post office so that the bar code can be scanned and a receipt issued for your parcel. Keep this receipt safe as it's your 'Proof of posting'. Under no circumstances should the parcel be posted in a letter box. giffgaff cannot be accountable for a parcel lost or damaged in transit on its way to the return centre where a tracking number is not provided or the parcel is packed insecurely.

Refund policy

We will initiate the refund within 14 days of receiving the phone. Please allow for 3 to 5 business days for the funds to reach your bank account. The amount of the refund may be reduced if the parcel is incomplete (e.g. missing accessories, box, manuals etc…) and if the phone is damaged.

If you purchased your phone using a peer-to-peer loan arranged through giffgaff.com, we will refund any initial cash payment you made to the card you used for such payment and we will ask the loan facilitator, on your behalf, to cancel your loan.

Please note that you can also notify us of your wish to cancel your purchase by contacting the agents on this page. Following this notification, we will ask you to book your return online so we can provide you with a free of charge postage, and update you on the status of your return.

You can also use the cancellation form and send it to the address on the form to cancel your phone purchase.

Cancellation of a goodybag after a phone purchase

If you are not a giffgaff member yet you’ll need to buy a goodybag when you buy a phone through giffgaff.com. If you do buy one with a phone, and decide to return your phone for a refund during the cancellation period, you’ll also be able to cancel the goodybag and deactivate the SIM at the same time if you want to do so.

If you do wish to cancel your SIM card and be refunded for the goodybag, please contact us on this page after having sent your phone, and we will integrate it to the overall refund. 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.

If you wish to transfer your giffgaff number, you will need a PAC code. You can ask for it on this page. PAC codes are valid for 30 days.

If you don't contact us to cancel your giffgaff registration, we will assume that you wish to keep using our services.

Please note that goodybags purchased as part of a phone order are not refundable unless the complete order (i.e. the phone purchase) is cancelled.

Personal loans

You can decide to cancel your loan in accordance with RateSetter's Terms and Conditions and the terms of your loan agreement.

You can cancel your loan online within 14 days of accepting the loan agreement. You must then repay the full loan amount within 30 days for the borrower fees to be refunded. All interest due during this period is non-refundable.

Please refer to the Your repayments section for more information about the repayment of your loan.

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