theorder.co.uk : Mobile Phones
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Returns and Warranty
Contents

Pay Monthly
Upgrades - All Networks
Sim Free Handsets
Cancellation Fees
Faulty Handsets - 28 Day Replacements
Manufacturers Warranty
Network Contact Numbers
Manufacturer Contact Numbers
Authorised Service Centres
Distance Selling Regulations Act
 
 
Pay monthly contracts  
We no longer sell pay monthly contracts directly. All our pay monthly deals are sold via affilate networks. You will be repsresented with a chance to read the individual terms & conditions before you purchase your chosen handset.
 
 
Upgrades - All Networks
Be sure that it is an upgrade you require and you have chosen the correct handset before requesting an upgrade.

The networks do not operate a returns policy for customers who upgrade as it is the customers responsibility to choose the correct handset in the first place. Therefore we are unable to cancel upgrade requests with any network.
 
 
Sim Free Handsets
Sim free handsets are not covered by any 14 day return policy. You may only return your handset to us under the Distance Selling Act, unused and as new in it original packaging within 7 days of purchase. The day of despatch is counted as day 1.
Business sales are not covered by the diatance selling act and cannot be returned unwanted.
 
 
Cancellation Fees

Sim Free Handsets

We do not charge any cancellation fees. However, If you decide to return a handset you will be resposible for the return postage and will be refunded the full amount minus our original postage fees.

Non faulty sim free phones will not be accepted after 7 days and returned to the customer at the customers cost.

 
 
Faulty Handsets 28 Day replacement - Upgrades & Sim Free
If your handset is found to be faulty within 28 days from connection you may return it to us for replacement. It is important that we receive the handset complete with it's original packaging and mains charger within 28 days of initial shipment. The day of despatch is counted as day 1. We regret that we cannot replace items outside this period (see section below).

When returning faulty handsets be sure to enclose you postage receipt so that we may refund your postage. Please use Royal Mail special delivery.

We regret that damaged handsets that have been used cannot be replaced and you must refer to your manufacturers warranty.
 
 
24 Month Manufacturer Warranty
All phones are covered by the 24 month manufacturer Warranty (apart from clearance handsets, which are 12 months). If you have a problem with your phone within this period you may take it to an authorised service centre or ring the manufacturer for service or repair without charge (please ensure to take your receipt as proof of purchase).

Many manufacturers operate a pick and repair service which is free of charge. Click here for a manufacturer list or here for a list of authorised service centres.
 
 
Useful Numbers
  from a landline from your handset
Orange Customer Services 0800 286 286 150
T-Mobile Customer Services 0845 412 5000 150
O2 customer services 08705 860 860 100
Vodafone 07836 191 191 191
Virgin 0845 6000 600 -
3 Customer Services 08707 330 333 333
 
 
Manufacturer Contact Numbers

Manufacturers may have different returns and repair policies. Some manufactures may pick up your faulty phone, repair it and return it to you. Some repairs may only be carried out by an authorised service centre.

  from a landline
Alcatel 0207 4580 026
Apple 0844 209 0611
Asus 0870 120 8340
BenQ Siemens 08705 33 44 11
Blackberry 01753 667 000
Doro 01753 883 080
HTC 01753 218 960
Huawei 01473 733 200
LG 0870 873 5454
Motorola 0871 641 2130
Nokia 0845 045 5555
Panasonic 08705 159 159
Philips 08709 009 070
Samsung 0870 726 7864
Sharp 01603 269 950
Sonim 0808 238 9835
Sony Ericsson 08705 237 237
 
 
Authorised Service Centres

To find your nearest service centre contact your phone manufacturer

 
 
Distance Selling Regulation Act 2000 - Referred to by us as DSR

DSR** Sim free/offline handsets may only be returned if they are received back to us within 7 days from receipt to you & they have not been used in any aspect, whether that be by way of voice calls/MMS or text messages. Handsets received after this date or those that have been used shall be returned at your own expense. Where a refund is sought we reserve the right to charge the initial cost of delivery. We will not charge for the initial costs of delivery where the product supplied was not of satisfactory quality.

Business sales are not covered by these distance selling regulations.