Three's Returns and Exchanges Policy

We always hope you’re happy with your new purchase but just in case you’re not, we’ve set out below when you can return or exchange it.

 If you purchased directly from a Three Store

We’re sorry, but if you bought a Device or Accessory from a Three Store and you change your mind, you’ll be unable to return or exchange it.


If you purchased from Three Telesales or online at


If, within 14 days of receiving your purchase, you decide you want to return or exchange a Device or Accessory you can:


-call us on 333 (free) from your Phone or 0333 300 333 (standard call charges apply) for Phone customers; 


-call 500 (free from a Three phone) or 0333 300 0500 from any other line (standard call charges apply) if you’re a Mobile Broadband (Dongle, Mobile Wi-Fi, Laptop or Tablet) customer; or


-Complete and return the Cancellation Form (available at 

under “Returns and Exchange Policy”) to us. 


Our Customer Contact Centre advisors will be able to help you immediately.


There’s some important things to remember though: 


•You can turn on and use your Device to inspect it and to make sure you’ve received what you thought you were buying, but if any damage is caused, or it is used beyond what’s reasonable, we have the right to charge you for any loss in value to the goods as a result of your use or damage. You’re allowed to do what is reasonable to ensure you’ve received what you thought you were buying and that it works as expected. 


•You’ll also be charged for any Three Services you use before the end of your 14 day cancellation period (e.g. for any calls, texts or data used). Please remember that it can take up to 3 months for some international and premium rate services to be applied to your bill.


•If you return a Device (or Accessory) to us, you will need to include not only the device, but any packaging, manuals, accessories and any “free” gifts supplied with the device. If anything is damaged or missing, you may be charged for these in line with the appropriate charges set out in our Price Guide. If the device itself is not returned, we will not be able to process your request, and you will continue to be charged in accordance with your agreement with us. 


For hygiene reasons, we can’t accept returns or exchanges on some accessories, like headsets, where the packaging has been opened or had the seal broken.

If you purchased from another retailer

You’ll need to check directly with them to see what their returns and exchanges policy is. If you’re given an exchange or refund, but have connected to Three and used any of our services, then we may charge you for these. Please remember that it can take up to 3 months for some international and premium rate services to be applied to your bill.


If you’re a Business Customer, please contact your Account Manager or call us on 0333 300 3000 from any phone (standard charges apply). 


One final point to note


If you’re a consumer, these policies will not affect any of your statutory rights which you have which cannot be excluded. For more information on your statutory rights, please contact your local authority Trading Standards Department or Citizens Advice Bureau.


This policy applies to purchases made after 28 May 2015.