View your basket.
Header border

Returns and exchanges.

We hope you're happy with your new device, but just in case you’re not here’s our returns and exchanges policy.

New and unused.

 

If you want to return or exchange your device, it must be in “as new” and "unused" condition, without any damage or marks. It must be returned with all packaging, manuals, accessories and any free gifts that came with it. 

 

Unfortunately, if we get a device sent back to us that doesn’t meet these criteria we won’t be able to accept it and it will be returned to you. If we accept a device back from you, but it doesn’t meet these criteria we reserve the right to charge you a fee to restore its condition to new. Details of these fees are available upon request.

 

When we say:

 

- “Used” we mean making or receiving calls (both voice and video) or texts or browsing the internet from your device.  If you’ve bought an Apple device from us, this includes removing the cellophane wrapping or registering your device to iTunes by connecting it to a computer.

 

- “As new” condition we mean that the device, packaging, manuals, accessories and any free gifts that came with the device must be complete and free of any damage or marks.  

 

Where did you buy your device from?

 

3Store.

If you’ve bought or upgraded your device in a 3Store we’ll only be able to offer you an exchange.   You can exchange your device within 7 days (starting from date of purchase) provided you haven’t used it and it is in an ‘as new’ condition (see above).  If you bought an Apple device from a 3Store and removed the cellophane wrapping you won’t be able to exchange it.

 

Web Cube

 

If you bought your Web Cube from one of our 3Stores, you may return or exchange it within 14 days of purchase. You’ll need to go back to the same 3Store you bought it from. If you’re thinking about returning or exchanging your Web Cube, you must return it in “as new” condition. You’ll need to provide your receipt or delivery note as proof of purchase. Please note that you may be charged for data used.

 

Three.co.uk and Three Telesales.

If you’ve bought or upgraded your device via Three Telesales, or bought a new device from Three.co.uk, you can do a ‘one time exchange’ or return your device within 14 days (starting from date of receipt) provided you haven’t used it and it is in an ‘as new’ condition (see above). 

 

Web Cube

 

If you bought or upgraded your Web Cube from Three’s telesales team or if you’ve bought your Web Cube from Three.co.uk and you change your mind and want to exchange or return it, you must tell us within 14 days of purchase. If you bought your Web Cube from Three’s telesales team you’ll need to call 0843 373 3333 or if you bought directly from Three.co.uk please call 0844 481 1331 (5p/min from a BT landline, other networks may vary). You’ll need to provide your receipt or delivery note as proof of purchase. Please note that you may be charged for data used.

Purchases from other retail outlets.

If you bought your device from a third party retailer (not one of our 3Stores, Three.co.uk or our Telesales team) and you want to return it, please refer to that store’s return/exchange policy. Only your selected third party can deal with your return.  If you have used any of our services, you will be charged for what you've used.

 

 

What to do next.

In all circumstances you must return your device to where you bought it.


-       If you bought from a 3Store you will need to return it to that
        store.
-       If you bought from Three.co.uk call us on 0844
        481 1331.
-       For Telesales call 0843 373 3333 from any phone
        or just dial 333 free from an alternative Three phone.
-       If you’re a Business customer contact your Business Account
        Manager or call us on 0843 373 3337 from any phone.


If you’re unsure what to do or who to contact call 0843 373 3333 and we’ll let you know.
All calls cost 5p/min from a BT landline, other networks may vary. 

 

Make sure you always retain copies of your receipt and proof of postage. Any eligible refunds will be in the same form as your original payment.


For more information and full Terms check terms and condtions

 

If you’re a consumer, these policies will not affect any of your statutory rights.

 

 

Manufacturer's warranty

The manufacturer's warranty covers defects in materials and workmanship. If you have an issue with your device just call us to make a warranty claim and we'll take it from there. If you have a problem with your laptop you will need to contact the manufacturer directly. Their contact details are:

 

Make of laptop          Contact details

Acer                             0871 7601000
Toshiba                       0844 847 8944
Samsung                   0845 8414141
Sony                            0870 2402408
Dell                              0844 338 1000  

 

Repair Service

With our repair service we can help you get up and running again as quickly as possible. If you do have a problem with your device you can either call us on 333 or 0843 373 3333 (5p per minute from a BT landline, other networks may vary) or you can just take it to the nearest 3Store and fill in a repair form.

Laptop Customers

If our initial diagnostics indicate the issue is with the laptop, we have arranged with your distributor & laptop manufacturer for more detailed technical support to be provided to ensure you receive the right level of expert technical support.

Insurance

From just 17p a day 3 Cover will provide you with extra reassurance against:

 

  • Loss
  • Theft
  • Accidental damage
  • Water damage
  • Breakdown cover outside your mobile's warranty

Take advantage of the benefits of 3 Cover.