We’re passionate in our quest to make sure you are 100% happy with your purchase. If, unfortunately you are dissatisfied with the product for whatever reason or simply change your mind within 14 days of receiving the device, you are entitled to exchange or return the product. If the received goods are faulty, you have an extended 30 days in which to arrange a return or exchange in accordance with the Consumer Rights Act 2015.
The return or exchange of an item that is simply unwanted MUST be made within 14 days from the date of delivery and in order for us to accept your phone for a cancellation it must meet the following criteria:
- Must be in a resalable condition;
- Must be in its original box and packaging which must remain undamaged;
- The protective film must still be applied to the handset;
- Must be returned with its original charger, leads and any other in box product it was delivered with;
- Must be returned with any additional gift you may have received as a result of the phone contract (free cases, headphones etc.);
- You must remove any pin lock or passcode personalisation and return the phone to factory settings.
If a handset is returned with marks or physical damage we will not be able to accept the return, you can however pay for the cost of repair which is much cheaper than keeping a contract you no longer require. After inspection of the device at the warehouse we will contact you with the relevant costs (which can also be found in the table below). Should you choose not to pay for the repair we will have to return the device back to you and you will still be liable for the airtime agreement you’re connected to.
|Scratches to the screen||£100|
|Chips to the housing||£100|
|Damaged charging port||£40|
|Damage to the SIM slot||£40|
|Damaged/missing SIM tray||£15|
|Missing accessories (headphones, chargers, leads etc)||£20|
|Damaged/missing promotional items||£25|
|Lost of damaged manuals||£10|
Although any upfront payment wil be refunded at the point of cancellation, you may still be billed by the network for the time you were connected and any usage on your account.
To arrange a return or exchange please call us on 01635 926773
Phone 0333 8000 444 or email [email protected]
We are always ready to assist our customers with friendly and knowledgeable advice and fast response times.
Please be aware that as a company, we do not use tools such as WhatsApp or Skype and if you are contacted via such means by individuals claiming they work for AO Mobile, please be aware that they DO NOT represent us and you should not purchase or buy anything from them. If needs be, report these individuals to your local authorities.
To repair a handset under the standard manufactures warranty and outside of the AO Mobile 30 day returns period, please use the points of contact below. For refurbished handsets still within their 6 month warranty, please contact us directly.
Please return any faulty Blackberry handsets to AO Mobile, please email us at [email protected].
Please return any faulty Doro handsets to AO Mobile, please email us at [email protected].
Please return any faulty Google handsets to AO Mobile, please email us at [email protected].
Contact Honor UK directly on 0800 088 6900.
Contact Huawei UK directly on 0333 370 0800.
Contact HTC UK directly on 020 7199 5534.
Contact OnePlus UK directly on 01252 236 307.
Contact Xiaomi UK directly on 0800 916 0561.
Automatic Cashback: This type of cashback is all done for you, with no need for you to claim it yourself. It'll be paid within 90 days of your new connection being set up. You won't be entitled to any cashback if you disconnect your phone or cancel before the payment is made.
Once approved, the cashback is paid within 14 working days.
Don’t worry if you can’t find the answer you’re looking for. Visit our full list of FAQs here.