Exchanges and Cancellations Policy
Would you like to exchange or cancel your order? We are sorry that not everything is as you expected, but we will help you sort it out. Register your product now using the green button or read more on this page.
When the product needs to be returned to us varies depending on the product. Did you order an accessory or a device with a SIM Only contract? If so, you have 14 days from the date of your return notice to return the product to us using a free return label. If you are returning a device that is part of your contract, the device must always be returned within 31 days of purchase. Otherwise we cannot guarantee that we will be able to cancel your order.
Rules exchange and cancellation
Product is in its original and unused condition as far as reasonably possible.
Product is, if reasonably possible, complete with undamaged factory packaging, all accessories, and booklets without writing on them;
For contracts, any used credit will be charged. Device bundles will also be cancelled.
Are you returning earphones?
For hygiene reasons, earphones returned to us should be unused. Are you returning earphones that are no longer clean? In this case a cleaning fee of €12.50 will be charged.
Do you not meet these requirements?
Think you might not be able to meet our requirements? We can still offer you a good solution. We will carefully inspect your product when it arrives and see what options we can offer you. Please note that we may apply a depreciation if we find significant signs of use beyond normal wear and tear when we inspect the product. The amount by which the original price is reduced will be decided on a case-by-case basis. Ultimately, it is up to you to decide which option is best for you and what happens to your product.
Did you order a business contract? Please note that it can be cancelled up to 14 days after activation. Whole-sale business orders and activated prepaid sets cannot be exchanged or cancelled.
Exchange or cancel your product
Would you prefer a different colour or product, or do you need to cancel your order? We can arrange it for you. You can exchange or cancel your order up to 31 days after you receive it, completely free of charge. If you cancel your order, a refund will be credited to your account within 5 business days, including any delivery charges (excluding special delivery options such as registered post or insurance).
Factory settings
When returning your device, it is important to reset your device to factory settings. This will remove all settings, apps, and photos from your device. Do you have an iPhone? Make sure Find My iPhone feature is turned off. This is necessary to ensure that we have sufficient access to the device and your files and data can be deleted. You can make a backup to save these files and data. We explain how to back up and reset your device on our device support page.
If you do not follow these steps, we may not be able to carry out the repairs or inspections and the value of your device may be reduced when it is returned. More information on such depreciation can be found on this page.
Tip! Did you order a phone with a contract and do you want to return the device only? Then make sure not to return the SIM card.
Once you register your product, you will receive a free shipping label to return the product to us. You can track your package with the code you receive when your order is shipped, and we will send you an email as soon as we receive your package. We will then exchange or cancel your order. We will keep you updated by email, so you know exactly what is going on.
Your product is defective
A faulty product is very annoying, but we're here to help you! Please check our Warranty & Repairs page.
Restore your product to factory settings
Before you return your product to us, you need to restore the device to the factory settings. This removes all files and data. You can make a back-up to keep these files and data. On our device support page we explain how to back up and reset your device.
Return address
After registering your product, you will receive a shipping label from us. With this label you can send your product to the correct return address and we will handle the costs. Would you prefer to receive the return address, so that you can return your product with your own money? Then please contact our customer service via the contact form at the bottom of our Customer Service page
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