Changed your mind?

We always hope you’re happy with your new purchase but just in case you’re not, here’s how you can return or exchange it.

Just make sure you keep your proof of purchase and receipt with you. And where we give a refund, it’ll be the same form as the original payment.

Where did you buy your device?



If you bought your device or accessory from one of our 3Stores, you may do a like-for-like exchange it within 7 days of purchase.  You’ll need to go back to the same 3Store you bought your purchase from.


If you’re thinking about exchanging your device you must return your device in “as new” and “unused” condition. “Unused” means that you must not use the device to make or receive any calls (both voice and video), send or receive texts or use the internet. If you’ve bought an Apple device from a 3Store this includes removing the cellophane wrapping.


“As new” means you must also make sure that your device, packaging, manuals, accessories and any “free gifts” supplied are complete and are not damaged or marked. If anything is missing you may be charged for these.


We will not accept the return of any used, damaged or marked devices. You’ll also need to provide your receipt as proof of purchase or Telesales.

You can exchange or return your device or accessory within 14 days from the day you received your purchase.
Telesales and

Call us on 0333 300 3333 (or dial 333 free from an alternative Three phone)
Standard calls charges apply.
Don't forget:
• it must be in an “as new” condition or you may be charged for the loss in value of the device or accessories. Please remember that it can take up to 3 months for some international and premium rate services to be applied.
• you may be charged for any services you use before cancelling any contract.
• you may be asked to provide proof of purchase.

The very important bit.


 If you bought your device or accessory via or our Telesales team, and you have used any services in the 14 day returns period you may be charged for them.
If you return or exchange your device it must be in its original condition and packaging, exactly as you got it. If you haven’t got all the original packaging for any reason, tell the advisor when you’re arranging your return and they’ll send you packing equipment and instructions if necessary. If you don’t return your device in an “as new” condition, then we will need to charge for any missing or damaged pieces. Please refer to the table below.
For hygiene reasons we can’t accept returns or exchanges on some accessories, like headsets, where the packaging that been opened or had the seal broken. If these were supplied with a device which you want to return, you may be charged for them – see the table below for more information.
Please make sure you package your device exactly as the advisor asks you to. You’re responsible for the device until we receive it.




Accessory Type


Apple Travel Charger 3 pin
Mains Charger
Personal Handsfree
Apple USB Cable
USB Cable
1GB Micro SD card
2GB Micro SD card
4GB Micro SD card
8GB Micro SD card


Missing / Damaged
accessory charge


Other retailers that aren’t Three.

You’ll need to check with them to see what their returns and exchanges policy is. If you are given an exchange or refund, but have connected to Three and used any of our services then we may charge you for these.


Are you a business customer?

Contact your Account Manager or call us on 0333 300 3000 from any phone your (standard calls charges apply).