An approved refund reaches your original payment method in 7 to 14 working days, depending on your bank. For returned devices, approval comes within 2 working days of the device reaching us.
| Refund type | Approval | Money back after approval |
|---|---|---|
| Order cancelled before dispatch | Immediate | 7 to 14 working days |
| Device returned within 7 days | Within 2 working days of receiving it | 7 to 14 working days |
| Plan cancelled within 14 days | Within 2 working days | 7 to 14 working days |
Refunds always go back to the payment method used. We cannot send them to a different card or account.
Refunds that need a team member
Some refunds are reviewed by a team member before approval, for example higher-value orders or orders that included a promotional upgrade. Review adds up to 2 working days, and we tell you in chat when a refund goes for review.
Checking a refund
Chat with us and give your order number. We tell you whether the refund is approved and the date it was sent.
Related: Return or exchange a device and the Refund policy