About my mobileCare3

Returns

If you bought your mobile online or via telesales:

If you’re a new customer who purchased your mobile via three.co.uk or from our own telesales team and for some reason you change your mind, provided you have not used your mobile, you can return it within 14 days of delivery. You'll also have to return the original boxed accessories and documentation ‘as new’.

This policy doesn’t apply:

  • to new customers who did not purchase their mobile via 3's telesales team or via three.co.uk
  • to new customers who purchased their mobile via 3's telesales team who have used their mobile (this means that you may not personalise your mobile in any way, or use any of the 3 Services, or take photos or videos or load any data onto the mobile), or
  • to existing customers who choose (where allowed by 3) to upgrade their mobile.
In all circumstances you must return your mobile to the retailer from which you bought it, along with the original boxed accessories and documentation 'as new'. If you are unsure what to do or who to contact. Call 0843 373 3333 and we will advise you if you are eligible under this Returns policy and how to return your mobile and original boxed accessories. Always retain copies of your receipt and proof of postage. Your refund will be in the same form as your original payment.

Returning a Mobile Broadband Modem:

If you're a new Mobile Broadband customer and for some reason you change your mind, you might be eligible under our Returns Policy (see below) to return your modem. There are a few simple rules that you need to follow before you return your modem as they apply to all modem returns:

  1. The modem must be returned to the retailer you bought it from
  2. The Modem and SIM pack must be in its original box - together with any documentation or accessories contained in the box - and returned in 'as new' or 'as sold' condition
  3. If you have used your modem we may charge you for any of our 3 Services you've used at our standard rates set out in the Price Guide
  4. If you're returning a Pay As You Go modem we won't offer a refund on Top-up vouchers or any remaining Pay As You Go credit
  5. Retain a copy of your receipt and proof of postage if returned via Royal Mail as refunds will be made in the same form as your original payment.

Bought your Modem from a store other than a 3Store?

If you bought your Modem from a store other than one of our own 3Stores you can return the Modem within three days of purchase to the retailer you bought it from.

Bought your Modem via a non 3 telesales or online retailer?

If you bought your Modem from a non 3 telesales or online retailer then you can return it within fourteen days of purchase to the retailer you bought it but you must'nt have used it for more than three consecutive days.

Bought your Pay Monthly Modem from either a 3Store, three.co.uk or 3 telesales?

If you bought your Modem with a Pay Monthly price plan from one of our own 3Stores, three.co.uk or 3's own telesales, you can return it to us within fourteen days of purchase or delivery.

Bought your Mobile Broadband Pay As You Go Modem or Starter Pack from a 3Store?

If you bought your Modem on a Pay As You Go price plan or as part of a Starter Pack from one of our own 3Stores, you can return it within three days of purchase.

Bought your Mobile Broadband Pay As You Go Starter pack from three.co.uk or 3's own telesales?

If you bought your Modem on a Pay As You Go price plan or as part of a Starter pack via three.co.uk or from 3's own telesales, you can return it to use within fourteen days of purchase but you mustn't have used it for more than three consecutive days.

Bought your Mobile Broadband as part of Laptop offer direct from 3?

If you bought your Modem with a Laptop, as part of a special deal from a 3Store, via three.co.uk or from 3's telesales team you can return the Modem and Laptop to us within fourteen days of purchase or delivery.

In all circumstances if you are unsure what to do or who to contact call 0843 373 3333 and we will advise you if you are eligible under the Returns Policy and how to return your modem.

For more information and full Terms check The Small Print.

Manufacturer's warranty

The manufacturer's warranty covers defects in materials and workmanship. Just call us to make a warranty claim and we'll take it from there.

Repair Service

(Pay Monthly and Pay As You Go customers) With our repair service we can help you get up and running again as quickly as possible. If you bought your mobile from a 3Store or 3Point at Superdrug or Selfridges, you can just take it to the nearest 3Store or 3Point and fill in a repair form.

If you have recently purchased a 3 mobile from The Link see Information for The Link customers.

Insurance

3's got you covered from just 27p a day - from just 27p a day 3 Cover will provide you with extra reassurance against:

  • Loss
  • Theft
  • Accidental damage
  • Water damage
  • Breakdown cover outside your mobile's warranty
  • A replacement mobile within 2 working days of claim approval (where possible)

Take advantage of the benefits of 3 Cover.

Useful links

 
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