Help & Support

Returns for pay monthly

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

When you buy your Tesco Mobile device or SIM card it includes a cooling off period of 14 working days from when you receive your device, 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 on the device, 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 device or SIM card within the cooling off period, we’ll give you a full refund on your next payment date.

Faults

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 401 4455 for further assistance. Your device has a free 12 month warranty, which starts from the date you bought the 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 is 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 over the phone or online via Click+Collect or delivery, you’ll 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. You can’t return your device to your Click+Collect location.

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.