Returns for pay as you go
Cost of returning your device
It’s free to return your device to us. Once you’ve spoken to a member of our Customer Care team you’ll be sent a prepaid envelope to use. We recommend you request a free ‘proof of posting’ from the Post Office when you hand over your parcel. However, if you want to return your device to us via special delivery then you will have to pay for postage.
Change of mind
To help at this busy time we’re extending our normal 30 day returns policy. Any gifts you buy between 1 October and 24 December 2018 may be returned until 31 January 2019. We’re happy to refund or exchange the device, as long as you return it to us with the receipt, all original undamaged packaging and accessories. Top-up vouchers may also be returned within 30 days of purchase, as long as they are returned with the receipt, all original undamaged packaging and any top-up or credit unused.
Faults after 30 days
If your device is faulty and it’s within 30 days of when you bought the device then we are happy to refund, repair or exchange the device.
If your device develops a fault after 30 days, please call our Customer Care team on 0345 301 4455 for further assistance. Your device has a free 12 month Tesco Mobile warranty, which starts from the date you bought your device, and this might also be extended by the manufacturer’s warranty. When you call our Customer Care team, we’ll let you know if your device’s still under warranty.
How do I return my device?
If you bought your device from a Tesco store, please take the device in its original packaging with all the box contents (battery, charger, user guide etc) back to the store you bought it from, together with your receipt.
If you bought your device online or over the phone, you will need to call our Customer Care team to arrange the return of your device. Their number is 0345 301 4455 or 4455 from your Tesco Mobile device. When you call, please have your receipt ready, plus details of the make and model of your device and its IMEI number. To get your phone’s IMEI number dial *#06#. You’ll also need to return the device in its original packaging with all the box contents, together with your receipt.