You have a cooling-off period after you’ve bought your phone, for extra peace of mind.
Pay monthly customers
You have a 14 day cooling-off period, starting when you bought your phone. If you change your mind or your phone develops a fault during this time, you can send it back to us ‘as sold’ for a refund or repair.
Pay as you go customers
You have a 28 day cooling off period, starting when you bought your phone. If you change your mind or your phone develops a fault during this time, you can send it back to us ‘as sold’ for a refund or repair.
If your phone develops a fault after your cooling-off period
Free repairs under warranty
Your phone has a free 12 month Tesco Mobile warranty, which starts from the date you bought your phone, and this might also be extended by the manufacturer’s warranty. When you call our Aftersales support line, we’ll let you know if your phone’s still under warranty.
Your phone will be out of warranty if the Tesco Mobile or manufacturer warranty period has expired or if it’s been dropped or water damaged. We may still be able repair it for you, but you will have to pay for the repair.
How long do phone repairs take?
We aim to repair and return your phone within 10 calendar days of when we receive it.
Returning your phone:
If you want to return your phone to us within the timescales above, you’ll need to return the following items to us:
- Your receipt
- The phone (must be undamaged)
- All accessories including charger
- The original box and packaging
- The user guide/handbook
This doesn’t affect your statutory rights.
To arrange your return or repair, please call our support line: 0345 301 4455 (or 4455 from your Tesco Mobile phone)
- Monday to Friday: 8am - 9pm
- Saturday: 8am - 8pm
- Sunday: 10am - 6pm
So we can deal with your query as quickly as possible, please try to have the following to hand when you call:
- Your receipt
- Make and model number of your phone
- Your phone’s IMEI number
To find your phone’s IMEI number, dial *#06# from your phone. It could also be on the box your phone came in; behind a removable battery or printed on your contract.