Returns advice:
We have a 30 day return policy from the date of purchase for all our items if you change your mind or order the wrong item. Unfortunately we canāt offer you a refund or exchange beyond the 30 day period. NOTE THAT FOR SECURITY REASONS, SIM CARDS CAN NOT BE RETURNED ONCE THE OUTER PACKAGING (THE ONE CONTAINING THE ADDRESS LABEL, NOT THE SIM CARD PACK) HAS BEEN OPENED.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and unopened.
Several types of goods are exempt from being returned including sim cards, which must be unopened, and wearables such as headphones or watches if they have been worn, for reasons of hygiene.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Sim cards (see above)
- Certain health and personal care items (hygiene)
TO RETURN ITEMS PLEASE READ THE FOLLOWING INFORMATION.
To complete your return, we require your original order packing slip (sent with your item) or proof of purchase.
IMPORTANT: You MUST return all sim cards unopened to the following freepost address:
Send to FREEPOST 1ST MOBILE
Do not write anything else on the front of the package, but add your order number to the back. You will find this on your order notification emails and on the packing slip enclosed.
This is a free service, but as you remain responsible for all items until we receive them you may wish to get a Certificate of Posting (available free from any Post Office counter), or use an alternative tracked service.
IMPORTANT POINTS TO NOTE:
- You MUST contact us at enquiries@1stmobile.co.uk for a Return Authorisation Code and delivery address before returning all other items, as Royal Mail will not accept the freepost address for parcels so WE WILL NOT GET THE ITEM
- DO NOT send to the address on the website or any address other than the one we give you.
- Always include your order number so that we know who the order is from. Include this number on the subject line of your email when contacting us.
- Note that we can not respond to delivery or return enquiries by phone.
Please do not send your purchase back to the manufacturer unless advised by us in writing (letter or email).
There are certain situations where we do not accept returns or only partial refunds are granted (if accepted):
- Items with obvious signs of use
- Sim cards, software, video game or similar that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned for any reason more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if your claim is accepted, subject to the terms stated above.
If approved then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Late or missing refunds (if applicable):
If you havenāt received a refund yet, first check your bank account again. Then contact your credit card company or card issuer. It may take some time before your refund is officially processed by your bank/card issuer. We have no control over this process.
If youāve done all of this and you still have not received your refund after 30 days, please contact us for advice at enquiries@1stmobile.co.uk.
Clearance items (if applicable)
Only regular priced items may be refunded, unfortunately clearance items cannot be refunded unless faulty or damaged on receipt.
Exchanges (if applicable)
We only replace items if they are defective, or damaged on receipt. If you need to exchange it for the same item, send us an email at enquiries@1stmobile.co.uk for further instructions.
Gifts
If the item was purchased using a gift card, a replacement gift card of the applicable value will be issued to you. We can only refund the original purchaser. There are no exceptions to this rule.
Shipping
To return your product, you should mail your item, complete with all included accessories, the original box and inner packaging, and any extras including free gifts (which are only free if the original item is paid for and not refunded)
You will be responsible for paying your own shipping costs for returning your item as this is a fee charged by the carrier, not by us, apart from sim cards using the freepost address.
Outgoing shipping costs are non-refundable unless the item was faulty or damaged on receipt (for any obvious damage including open boxes/packaging you should refuse delivery. We can not be held responsible if you accept a damaged or faulty item in such circumstances).
If you receive a refund, the cost of return shipping will be deducted from your refund. Alternatively you may arrange your own shipping but the item must be collected for the return address given to you at a mutually agreeable time arranged with us.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance when returning items to us, as you are legally responsible for ensuring all items reach us in good order. We can not be held responsible for items mislaid or damaged by the carrier when returning to us. This does not affect your statutory rights.
Click the link below to view our full Terms and Conditions.
1stmobile.uk./terms
