Returns Policy

Returns Policy

Any items returned to us should be in a new saleable condition, with original packaging and labels still attached. We may reduce the amount refunded if the goods have been used or handled unreasonably before return. We regret it is not possible to return the following goods after delivery unless the item(s) are faulty: opened and used SIM cards once unsealed; Headphones that have been sealed for protection reasons will be deemed as used if unwrapped and cannot be returned.

Returning Handset

To arrange your return, please call our Customer Services Support Team: From a BJWP Phone: 123, from a UK landline: 02034555545.

Where we have agreed to collect the Goods from you, you must ensure that they are available for collection at the time arranged.

If you have received your order and no longer want one or all of your products, and it is not excluded by our Returns Policy, please return your product(s) within 28 days from the date of receipt. Products should be returned in original undamaged packaging, with labels still attached and with all the accessories, parts and instructions.


Where a refund is provided for prepay devices, this will only be given in respect of the price paid for the goods and cannot be provided for any airtime and you should retain your SIM card to use any airtime purchased with the goods.
Refunds can only be made to the original card of purchase. Any refund due will be credited to the original card of purchase within 3-5 working days. It may take your card issuer additional 3-5 working days for your balance to update.

We’ll send an email to tell you when your refund has been processed.

Please contact us if you have any queries about your refund.

Please note that SIMs is non-refundable and should not be returned to us and when you insert your SIM card into your new device, you are agreeing that your network can start your network services before the end of the cancellation period.

Faulty or Damaged Products within 28 days of the Date of Purchase

We will replace any faulty products or products damaged on delivery with the same product, or if the product is no longer available, will refund back the cost of the product (and the delivery charge if no other products were purchased in the same transaction) to the credit card originally used to make the purchase. At times we may also contact you to offer an alternative replacement.

You can turn the product on and try it out. Please do not add data to the product until you are happy with it. Any personal data saved on the product will be inaccessible once you’ve returned it.
Where you have cancelled the order for a product and it has not been returned to us in fully resalable condition, or the packing is damaged, we reserve the right to refuse a refund on the product. This does not affect your statutory rights.

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