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.

If you just want to change your device or an accessory you bought from us, you have 14 days to exchange for a different device.

You can also return your purchases and cancel your contract within 14 days of purchase, or, if you’ve bought a device, but don’t receive it immediately, within 14 days of receiving your new device.

The very important bit.



If you have used any services in the 14 day returns period you may be charged for them. Please remember that it can take up to 3 months for some international and premium rate services to be applied.


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 n, 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


When we say “as new” we mean:


The device, packaging, manual, all accessories and any free gifts that came with the device are all undamaged and don’t have any marks on them.

Where did you buy your device?



Take your purchase back to the store that you bought it from within 14 days of purchase. or Telesales.

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

Call us on 0333 300 0330



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
  • you may be charged for any services you use before cancelling any contract



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).