Changed your mind
When you buy your Tesco Mobile phone or SIM card it includes a cooling off period of 14 working days from when you receive it, which gives you extra peace of mind. If you change your mind within this time, you can return it to us ‘as sold’ for a refund or an exchange.
If you’ve used any minutes, texts and data, you’ll need to pay for them. If your usage is within your tariff’s monthly allowance, the most you’ll pay is the equivalent of your monthly tariff. If it’s less, we’ll refund you the difference.
You’ll also pay for anything not included in your tariff’s monthly allowance – for example, calls to 0845 numbers, picture messages or calls and texts to international numbers.
If you’ve not used the phone or SIM card within the cooling off period, we’ll give you a full refund on your next payment date.
Phone is faulty
If your phone is faulty and it’s within 30 days of when you bought it then we are happy to refund, repair or exchange it.
If your phone develops a fault after 30 days, please call our Customer Care team on 0345 401 4455 and they’ll be happy to help.
Your phone comes with our 24 month Tesco Mobile warranty that covers all manufacturers except Apple phones which have a warranty for 12 months. When you call our Customer Care team, we’ll let you know if your phone is still under warranty.
If you’re a business customer, please call us on 0345 601 2448
How to return your phone
It’s free to return your phone to us. If you bought your phone from a Tesco store (while our Phone Shops are currently closed) please call our Customer Care team on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone.
If you bought your phone online or over the phone, you’ll need to call our Customer Care team on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone to arrange your return.
If you’re a business customer, please call us on 0345 601 2448.
When you call, please have your receipt ready, plus details of the make and model of your phone and its IMEI number. To get your phone’s IMEI number dial *#06#. You’ll also need to return the phone in its original packaging with all the box contents, together with your receipt.
Social distancing help when you return your phone
We understand during these uncertain times that you may have concerns about social distancing. We’ve changed our process with DPD, so you don’t have to hand the package to the driver, they will pick up your phone from your doorstep instead and sign on your behalf, so you can maintain social distancing.
How will the collection process work?
Once you’ve booked in your return either online or with our Customer Care team, we’ll text you to confirm your booking. DPD will then text you to let you know the pick-up date, including an option to change the date if you need to.
Bookings made before 1.30pm will be collected the next day. Bookings after 1.30pm will be collected the day after.
Before your phone is collected please make sure you have completed the following steps:
- Back up your data and reset the phone to factory settings
- Remove all security PIN locks
- Remove Android security / Find My iPhone function
- Ensure the phone is in the same condition as sold
- Ensure the phone in its original packaging, with all accessories
- Make sure you remove any SIM or memory cards from the phone
If you’re not sure how to do any of this, you can use our interactive device guide, which will show you step-by-step.
When your phone is collected the DPD driver will remind you of these steps and then sign on your behalf.